When item(s) are missing in an order or the order/item(s) are incorrect, we may refund customers on your behalf and then make adjustments to your pay.
Multiple factors are considered in each refund decision, and we have measures in place to protect against potentially fraudulent customer or delivery person reports.
Customers may not report the order error in the same week the order was fulfilled. In those cases, adjustments may be reflected in subsequent weeks.
For more details please review the Order Errors Guide.
Customers may be refunded and you may be responsible for covering those costs for the reasons below:
As outlined below, the amount adjusted on your payout will range from a portion up to the full cost for the item(s) 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.
Please note that we retain the full Uber Service Fee for the entire order.
You will not be charged for any delivery or bag fees charged to the customer.
Total refunds are deducted directly from restaurant payouts and will be reflected on your pay statement within 1–2 weeks from the order date.
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.
Adjustments only include tax for the individual item in error, not the entire order tax.
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 will not make adjustments on suspicious refunds.
Some of these measures include:
Please note that you must send us an email within 30 days of the order date and you can expect a response within 24 hours. All disputes will be evaluated on a case-by-case basis and we cannot guarantee reversals.
If you think an order error adjustment was made in error or have a question, click here to submit a case.
View the instructions in French here.
Reminder: 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. Disputes should be made by merchants only, and you should not share your login credentials to Uber Eats Manager to a third party (e.g. third party aggregator).
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. This is critical to maintain the security of our platform and mitigate against unauthorized access.
We appreciate your understanding and cooperation in this regard. Should you have any questions or need further clarification, please reach out to our support team restaurants@uber.com.