On the evening of Thursday, May 12, between the hours of 16:00 PDT and 19:15 PDT, DoorDash experienced a system-wide failure for approximately three hours. During that period, many Dashers were unable to accept new deliveries, consumers had trouble ordering from our mobile app, merchants prepared some meals that went undelivered and many customers experienced delays in the delivery of their food. This was the result of a cascading failure within DoorDash’s backend platform. The subtlety and complexity of this incident delayed full recovery for several hours. As an engineering team we hold ourselves to a high standard and we work to ensure that we are always offering the highest quality of service to the communities we serve. We would like to sincerely apologize to all of our affected Customers, Dashers, and Merchants for any inconvenience caused by this. We will learn from this experience to regain your trust and provide the level of service you’ve come to expect from DoorDash.
We have since identified the root cause and have taken mitigatory actions to resolve the system-wide issue. Customers will be refunded for orders that were canceled as a result of this outage. Merchants will be paid for orders that were canceled during this period. Additionally, Dashers will be compensated for orders they were unable to complete and any ratings that were less than five stars during the outage will be removed from their account history. Millions rely on our platform daily, and as part of our core company value in striving to get 1% better every day, we will do our best to make sure that this kind of incident does not happen again. For those interested in the technical causes and subsequent mitigation and prevention initiatives that we’ve undertaken since the incident, we will plan to share a comprehensive update here in the coming days.