Build a trust-focused improvement for Support used by enterprise merchants

Problem Statement Description

Product context: DoorDash is a local commerce and delivery platform; its products include restaurant delivery, DashPass, grocery and retail delivery, merchant tools, and dasher tools.

DoorDash enterprise merchants—such as national restaurant chains, grocery partners, and high-volume multi-location brands—rely on Support to resolve operational issues that can affect thousands of orders, store teams, customers, and internal account stakeholders. In this design question, you are asked to identify a trust gap in the Support experience and design a product improvement that helps these merchants feel more confident that DoorDash understands, prioritizes, and resolves their issues.

Focus on the merchant-side workflow: how enterprise teams discover a problem, report it, track ownership, coordinate across locations, understand business impact, and confirm resolution. Common trust frictions may include unclear ticket status, inconsistent support responses, lack of SLA transparency, repeated explanations across channels, poor escalation paths, limited visibility for account managers, or uncertainty about whether recurring issues are being prevented.

Your scope should stay within a product design discussion for DoorDash Support. You may consider tools used by merchant operators, corporate teams, store managers, and DoorDash-facing support or account teams, but avoid jumping directly to a final feature without first clarifying the user, pain point, workflow, and success criteria.

The experience should consider:

- Which enterprise merchant persona you are designing for, such as corporate operations, store-level managers, franchise owners, or partner account teams.

- The specific support moments where trust breaks down, including urgent live-order issues, billing disputes, menu outages, refund investigations, delivery reliability problems, or recurring store-level defects.

- How the current workflow might span dashboards, email, phone, chat, account managers, internal support agents, and merchant reporting tools.

- What information merchants need to feel confident, such as ownership, priority, expected response time, issue impact, next steps, and resolution evidence.

- How the design should handle enterprise complexity, including multiple locations, different user permissions, high order volume, and cross-functional coordination.

- How to balance merchant trust with marketplace constraints, including customer experience, Dasher operations, support cost, policy fairness, and DoorDash unit economics.

- What success would look like through product signals such as reduced repeat contacts, faster resolution, higher merchant satisfaction, fewer escalations, improved SLA adherence, or stronger retention confidence.

Goal: Frame and design a trust-building Support improvement that meaningfully improves the enterprise merchant experience while remaining practical for DoorDash’s marketplace operations, support teams, and business constraints.