Uber Direct undelivered orders and refunds FAQs

To request a refund, contact your Account Manager and review the agreement. The scenarios that may be eligible for reimbursement are:

• Missing deliveries
• Missing returns

Note that all refund requests must be submitted during the month in which the shipments occurred to be eligible for approval. Refunds will be evaluated on a case-by-case basis.

Under what circumstances would a delivery person be unable to complete a delivery?

Once the delivery person has reached the dropoff location, any of the following circumstances would constitute an undeliverable order:

• ID scan is required and customer is under 18 years of age except in Ecuador and Puerto Rico where 21 years is required)
• ID scan is required and ID is invalid/expired
• ID scan is required and customer is visibly intoxicated
• Customer is not available at the dropoff location within at least 10 minutes of the delivery person’s arrival

Note: Orders that are undeliverable due to any of the above circumstances will not be eligible for refund.

How are undeliverable orders handled?

In the event that an order cannot be delivered once the driver arrives at the delivery point, go to the following link: