When an item is missing in an order or the order/item is incorrect, we refund customers on your behalf. These refunds are labeled as “Order error adjustments” on your Uber Eats Weekly Pay Statement.
Customers are refunded for the reasons below:
Missing items - the customer didn’t receive an item
Incorrect items - the customer received an item but it was not as ordered
Incorrect orders - the customer received an entire order that was incorrect or not theirs
When items are missing, we’ll refund the customer the sales price of the item (including tax/VAT) at the time of the order. If an entire order is incorrect, the customer is refunded for the sales price of the entire order (including tax/VAT) and the delivery fee.
Total refunds (less delivery fees) are deducted directly from restaurant payouts. This information is reflected in your Uber Eats Weekly Pay Statement email within 1-2 weeks.
If you think an order error adjustment on your Uber Eats Weekly Pay Statement is incorrect, select “Issue with Uber Eats Weekly Pay Statement” below.
Note that every order error adjustment is evaluated on a case-by-case basis.
Multiple factors are considered and we have measures in place to protect against potentially fraudulent customer or delivery partner reports.
Logging into Restaurant Manager to ensure your menu is current and customizations are correct
Checking off items on a printed receipt to confirm the contents in the bag are accurate
Sealing each bag when an order is complete
Writing the five digit order number on the bag
If there are multiple bags, numbering them (“1 of 2” and then “2 of 2”, etc)
Double-checking during hand-off to ensure every bag gets picked up by the correct delivery partner