Do we get paid for canceled or unfulfilled orders?

You will be paid for orders where you prepare perishable food.

If the customer cancels or an order never gets picked up by a delivery person, you will still receive a payment for those items on your weekly payment summary as long as you’ve prepared perishable food. Delivery people or Uber can also cancel orders in cases where the order cannot be fulfilled.

Stores will be paid for prepared, perishable food and non-prepared, non-perishable items (except alcohol) if:

  • The order was canceled by the customer after the delivery person picked up the order and left the store premises
  • The delivery person picked up the order and left store premises but was not able to deliver the order
  • For alcohol items, the delivery person will return the alcohol to the store on behalf of the customer

Stores will not be paid for non-prepared, non-perishable items if:

  • No delivery people were available for the delivery
  • The order was canceled by the customer before the delivery person left the store premises
  • The non-prepared, non-perishable items in the order can/should be returned to your shelves and made available for sale to other customers

Stores will not be paid for the order and the customer will not be charged, no matter the item type, if:

  • The order was canceled by the store
  • Support confirms the order was not prepared (i.e. you ran out of an item or the order was too big)
  • For stores using their own delivery staff: Undelivered orders by the restaurant’s own delivery staff
  • Effective January 18th, 2021: When a delivery person arrives within 30 minutes after menu closing time and the order is unfulfilled because your store was closed

For instances where the store will not be paid for part or all of the order, it is possible that payment may have been made to the store before the cancellation. In these cases, Uber Eats will apply a retroactive deduction via the restaurant manager to cancel out the payment to reflect the cancellation.

This dedication will be visible on your payment statement with the description “Reverse charge on unfulfilled/canceled orders” against the specific Order ID.

If for any reason you believe that items in the order cannot be resold (i.e. perishable items) and that you are entitled to payment for these items, please contact us via the support channel in your country. Requests will be evaluated on a case-by-case basis.