S'il manque des articles dans une commande ou si la commande ou les articles sont inexacts, nous pouvons rembourser les clients pour vous, puis ajuster votre paiement.
Nous prenons en compte plusieurs facteurs dans chaque décision de remboursement et nous avons mis en place des mesures de protection contre les rapports potentiellement frauduleux de clients ou de livreurs.
Pour en savoir plus, veuillez consulter le Guide sur les erreurs de commande (Anglais ou Français).
Les ajustements liés aux erreurs de commande sont limités aux types de remboursement des clients en raison de problèmes sous le contrôle des commerces. Lorsque des clients reçoivent des remboursements en raison de leur exactitude, vous pourriez devoir couvrir le coût pour les raisons suivantes :
As outlined below, the amount adjusted on your payout will range from a portion up to the full cost for the items with errors at the time of the order, including tax/VAT. For partially missing or incorrect items (often related to combo meal items that have an entree and side or drink), the a la carte cost of the missing or incorrect portion of the item will be adjusted from your pay.
You won’t be charged for any delivery or bag fees charged to the customer, unless using your own delivery staff where customer refunds are given for undelivered orders. Delivery fees are included in the amount adjusted on your payout. We retain the full Service Fee for the entire order.
Example: If a customer reports that the $6 chocolate milkshake they ordered was incorrect, then the $6 plus tax (for example 8.5%) would be $6.51. This $6.51 will be deducted from your payout and will reflect on your pay statement.
Total refunds are deducted directly from restaurant payouts and will be reflected on your pay statement within 1-2 weeks from the order date.
Adopting the below best practices can help to minimize order errors:
We take fraudulent behavior seriously and have filters in place to monitor user behavior. We won’t make adjustments on suspicious refunds.
Some of these measures include:
Even with all these measures in place, sometimes you’ll encounter an order error adjustment you don’t agree with. While our policies and principles for order errors are detailed, we’re always open to reviewing cases where you believe there may have been mistakes.
Disputing an order error adjustment
You can dispute an adjustment in your Uber Eats Manager (UEM) dashboard:.
For more detailed instructions, visit these instructions.
Accepted forms of physical evidence:
While we can’t guarantee reversal, attaching photo or video evidence to your dispute submission is the best way to ensure your case is resolved smoothly.
Valid forms of physical evidence include, but aren’t limited to:
Order error adjustment disputes and reimbursement requests must be submitted within 30 days of the original order date to be eligible for review. All disputes will be evaluated, and we can’t guarantee reversals.
Disputes should be made by merchants only, with admin or manager-level access to Uber Eats Manager. According to your terms, we don’t allow disputes to be made in an automated manner, and third-party services aren’t authorized to request refunds or resolve order issues for you.
Also, you should never share your login credentials to Uber Eats Manager with a third party (for example,. third-party aggregator). This is important to maintain the security of our platform and prevent unauthorized access to your account. Review our policy about third party applications.
The self-serve dispute tool in Uber Eats Manager allows merchants to dispute inaccurate order claims on a case-by-case basis. Using the self-serve dispute tool in accordance with its intended access and use is critical to comply with the terms of your merchant agreement with Uber. We may be required to limit your access to the self-serve dispute tool (or other appropriate measures) if you fail to comply with the terms of your agreement.
Should you have any questions or need further clarification about order error adjustments, please reach out to our Support team through email at merchants@uber.com. Requests should be sent from the UEM admin or a UEM manager on file to be acknowledged. We appreciate your understanding and cooperation in this.