Weird, as the state of California has passed a new law that improves the systems of refunds, customer services, and the like for DoorDash, the app’s stock performance has slipped through the year’s end. Here’s the story.
New law to improve refunds, more
Refunds are nice, but it’s a long and winding process for customers sometimes. For instance, for refunds on purchased YouTube shows via credit cards, it usually takes several days before the refunds reflect. Similarly with online shopping refunds.
DoorDash refunds are not spared from this trend. Though DoorDash implements a solid refund policy, some customers find it difficult.
California is hoping to bridge that gap.
The state has passed a new law that changes not only the refund system of delivery platforms like DoorDash, but also how they handle customer service and drivers’ pay.
The new legislation, Assembly Bill 578, also applies to Uber Eats, Postmates, and more, introducing more stringent yet fair consumer protections when orders go against the customers’ wishes.
Under this new rule, delivery apps are mandated to issue full refunds if the order fails delivery, or the wrong item is delivered.
Also, the refund must cover all charges, which include taxes, fees, and gratuities, when orders are wrongly delivered or the wrong item appeared.
If there are exceptions, it is that if and only if the customer is responsible for the mistake, or the refund request is fraudulent, which is also rampant today.
Moreover, specifically, if a gratuity was included in the original order, the app must refund that amount to the customer without deducting it from the pay of the drivers. If this is the case, then other options must be available.
The new law also addresses partially fulfilled orders, fortunately. In these cases, platforms may only charge customers for the portion of the order they actually and officially received. Adjustments must take place.
The new regulation also addresses blunders in customer service. In a world where reality makes it difficult for businesses to provide complete and totally reliable human support, this new rule changes everything. Under the new law, customers must be given reliable access to both chatbots and human support.
Transparency rules for drivers’ compensations are also part of the new ordinance.
The business community not happy with this new law?
In the sudden turn of events, stocks of DoorDash plummeted down on Tuesday, a day before New Year’s Eve, following this big change in their systems, at the very least in California.
Shares of the delivery app reportedly closed down around 1.25 percent at approximately $228.13, ridesharing media stated, extending a second straight session of declines.
For financial experts, this is a quiz, since several platforms – online travel and eCommerce, plus more – are experiencing strong consumer demand trends, hence favorable performance in the stock market. But not DoorDash.
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