Do we get paid for canceled or unfulfilled orders?

Cancellations can be a source of frustration, and we want to ensure you are fairly compensated for your time and resources. As a general rule, you will receive payment for canceled orders if you have accepted the order, prepared perishable and made-to-order items, and the cancellation was not due to an issue within your control. If you are a Grocery or Retail partner, your payment will depend on whether your restockable items or alcohol are successfully returned to your store.

To help you manage your business, here is a summary of how payments are handled for different scenarios.

When will stores be paid?

You will receive payment for prepared, perishable items in the following cases:

• Customer Cancellations: The order was canceled by the customer after you accepted and prepared the order.
• Unsuccessful Delivery: A delivery person picked up the order but was unable to complete the delivery.
• Uncollected Orders: You accepted and prepared the order, but it was never picked up by a delivery person.
• Late Delivery People: When a delivery person arrives more than 30 minutes after menu/catalog closing time and the order is unfulfilled.

When will stores not be paid and the customer not be charged?

You are not eligible for payment if the order remained unfulfilled or was canceled due to a merchant-related issue. These include, but are not limited to:

All Merchants:

• Unaccepted Orders: Orders that were not accepted by you or that were rejected by your POS.
• Merchant-Initiated Actions: You or your staff canceled the order (e.g. the order was too large to fulfill or an item is out of stock).
• Customer Cancellations Before Preparation: The customer canceled the order before you accepted it and began preparation.
• Internal Delivery Staff: For stores using their own delivery staff, any orders that remain undelivered by your team.

Restaurants Only:

• Store Closed: The order went unfulfilled because your store was reported as closed during your set menu hours, or when a delivery person arrives within 30 minutes after menu closing time and the order is unfulfilled because your store was closed.

Restockable Items and Alcohol

For Grocery or Retail merchants selling non-perishable goods, restockable items, or alcohol, delivery people will attempt to return these items to your store on behalf of the customer if a delivery cannot be completed. Since these items can be restocked for resale, payments are handled as follows:

• Successful Returns: If you accept the returned items, you will not be paid for the order, as you retain the inventory to resell.
• Failed or Rejected Returns: If the return fails, and the items are not returned to your store, or you reject the return, you will be paid for the order on the basis that the items are not able to be resold.

Reviewing Canceled/Unfulfilled Order Payments

Uber Eats Manager

1. Navigate to Payments and select the Payouts by order tab.
2. Locate the order in question. If the order was not fulfilled or was canceled, the Order Status will be marked as Canceled.
3. Check the Net Payout column to see the final amount credited to your account.
4. Click into the specific order to view a detailed explanation of the payout decision.

Retroactive Deductions

There may be instances where the store has already received payment for an order before the order was cancelled. In such cases where the merchant is not eligible for payment for part of or all of the order, Uber Eats will apply a retroactive deduction via the Restaurant Manager to cancel out the payment and reflect the cancellation.

Dispute and Reimbursement

If you disagree with your payment amount, please contact merchants@uber.com. Disputes and reimbursement requests must be submitted within 30 days of the original order date to be eligible for review. We will evaluate these requests on a case-by-case basis.

In some instances, you may be asked to provide evidence of order preparation to receive a reimbursement. Valid forms of evidence include, but aren’t limited to:

• CCTV/Security footage showing the order being prepared and/or bagged
• Photos of the sealed bag that include order ID
• Photos of a signed-off ticket that includes the order ID