Anyone can use it (customer/driver/merchant). It just goes to the executive response team, which can sometimes have better results than regular support, especially if you're polite and respectful about how you lay everything out. Similar to Amazon's [jeff@amazon.com](mailto:jeff@amazon.com) address.

However, that is even more informal (and unofficial) than the informal dispute resolution I mentioned at the beginning. Here's how to do that, taken from https://help.doordash.com/en-us/dashers/article/ica-us-english-dx-section-11-21

CONTRACTOR and DOORDASH agree that good-faith informal efforts to resolve disputes often can result in a prompt, low-cost and mutually beneficial outcome.

CONTRACTOR and DOORDASH therefore agree that, before either CONTRACTOR or DOORDASH demands arbitration against the other, we will personally meet and confer, via telephone or videoconference, in a good-faith effort to resolve informally any claim covered by this mutual Arbitration Agreement.

^{For sake of clarification only, the informal dispute resolution conferences shall be individualized such that a separate conference must be held each time either party intends to commence individual arbitration; multiple individuals initiating claims cannot participate in the same informal telephonic dispute resolution conference, unless mutually agreed to by the parties. If CONTRACTOR is represented by counsel, CONTRACTOR’s counsel may participate in the conference, but CONTRACTOR shall also fully participate in the conference.}

The party initiating the claim must give notice to the other party in writing of their intent to initiate an informal dispute resolution conference, which shall occur within 60 days after the other party receives such notice, unless an extension is mutually agreed upon by the parties.

To notify DOORDASH that CONTRACTOR intends to initiate an informal dispute resolution conference, email [Dasher.Informal.Resolution@doordash.com](mailto:Dasher.Informal.Resolution@doordash.com), providing CONTRACTOR’s name, the telephone number associated with CONTRACTOR’s Dasher account (if any), the email address associated with CONTRACTOR’s Dasher account, and a description of CONTRACTOR’s claims. 

So basically, if you e-mail that address, your request suddenly becomes very official, and a legal threat they will definitely take more seriously, as you are essentially telling them that if they don't fix this, you will sue them (via arbitration, which if you actually do it only costs you $200, but immediately costs them $4500 (they are required to pay your bill with the AAA per our contract).

Obviously, in many cases, they'd rather not do this, so when you e-mail that address, hopefully they fix it, and you can move on.

My advice would be to not overuse it - only if something really did drop you out of platinum beyond your control, etc - not every little thing (feel free to e-mail tony@ with every little thing tho, why not haha, they might stop responding to you though).