Managing refunds for missing or incorrect orders

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.

Order error adjustments are included in:

  • Your downloadable “Order Errors” reports within the “Reports” tab of your Uber Eats Manager portal
  • Your downloadable “Payment Details” report within the “Reports tab” of your Uber Eats Manager portal
  • Your “Uber Eats Manager Payments” tab earnings details, flagged as ORDER ERROR
  • Your weekly “Payment Summary” email, labeled as ORDER ERROR ADJUSTMENTS

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.

Reasons for Order Adjustments

Customers may be refunded and you may be responsible for covering those costs for the reasons below:

  • Missing items: The customer didn’t receive an item, or part of an item. Example: The customer ordered a salad but did not receive the salad, or the customer ordered a burger combo with french fries and a soda, but did not receive the french fries in the combo meal.
  • Incorrect items: The customer received an item but the item, or part of the item, was not as ordered. Example: The customer ordered a chocolate milkshake but received a vanilla milkshake, or the customer ordered large french fries but received small french fries.
  • Incorrect orders: The customer received an entire order that was incorrect (or the delivery time is more than half the expected time). Example: The customer ordered a cheese pizza and salad, but received a pepperoni pizza and a sandwich.
  • NOTE: You are responsible for the customer refund when there is an entire order wrong in a batched order if only one order is reported as entirely wrong as per our updated chargeback policy.
  • Undelivered orders: The customer did not receive their entire order (only when using your own delivery staff).

Breakdown of Order Error Adjustments

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.

  • Missing item(s): Entire item(s) food sales + tax/VAT or partial item(s) food sales + tax/VAT (a la carte menu price)
  • Incorrect item(s): Entire item(s) food sales + tax/VAT or partial item(s) food sales + tax/VAT (a la carte menu price)
  • Incorrect orders: Full order food sales + tax/VAT
  • Undelivered orders: Full order food sales + tax/VAT

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.

Minimizing Order Error Adjustments

Adopting the below best practices can help to minimize order errors:

  • Log in to your Uber Eats Manager portal to ensure that your menu is up-to-date with the correct customizations and prices
  • Check off items on a printed receipt to confirm the contents in the bag are accurate
  • Seal each order bag with tamper-evident materials when an order is complete
  • Write the five-digit order number on the bag for easy identification
  • If there are multiple bags in a single order, number the bags (“1 of 2” and then “2 of 2”, etc.)
  • Double-check during handoff to ensure every bag gets picked up by the correct delivery person

Measures to Protect Against Fraud

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:

  • Tracking excessive customer refund request rates
  • Requiring photo evidence in many cases
  • Escalating special cases for review before refund
  • Enforcing minimum delivery person satisfaction ratings
  • Tracking excessive delivery person missing item rates

How to Submit a Question on Order Error Adjustments

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