We want to make it right, even if the order isn't, and help protect your restaurant from fraud.
When things go wrong, we want to make it right
Customers are looking to get a convenient meal, restaurants are doing their best to fulfill orders with delicious food, and delivery people are busy on the road safely making deliveries. Usually, it all goes right. But when it doesn’t, a happy order becomes a sad order—fast.
That’s why we have support procedures in place to resolve customer issues on your behalf— fairly and efficiently. Sometimes, this means issuing refunds to customers who have had bad experiences. In these instances, you may be held responsible for those refunds in the form of order error adjustments made to your payouts.
We will walk you through the robust measures we have in place to help protect you from fraud and factors outside of your control, and transparently outline our policies so you understand when you might be held responsible.
FAQ for restaurants
- What are order error adjustments?
Order error adjustments are the eligible customer refund costs that are deducted from payouts for circumstances within restaurants’ control, and after fraud checks.
- How am I protected from potential fraud?
We take fraudulent behavior seriously and have filters in place to monitor both customer and delivery person behavior—we will not make adjustments on suspicious refunds.
- What are the eligible refund types I may be responsible for?
Eligible refund types for adjustments include incorrect or missing items (including partial items), incorrect orders, and undelivered orders (only when using your own delivery staff).
- How are order error adjustments calculated?
Order error adjustments include the food sales price for the item, including tax/VAT. Restaurants are NOT responsible for delivery fees or bag fees.
- Where will I see order error adjustments?
Order error adjustments are included in weekly pay statement emails, within the Payments tab of Restaurant Manager, and in downloadable Payment CSV files.
- How can I minimize order errors to prevent adjustments?
We’ve gathered some best practices from restaurants on how to minimize the errors that could potentially lead to customer refunds and adjustments.
- What if I disagree with an order error adjustment?
If you feel an adjustment was made in error, you can submit cases within 30 days for review by our Support team. Dispute decisions are handled on a case-by-case basis.
Order error adjustments
Order error adjustments are the customer refund costs that are deducted from restaurant payouts to cover order errors.
Orders with Uber Eats
Most orders placed on Uber Eats go off without a hitch thanks to our restaurant partners, delivery people, and customers.
Orders with errors reported
A small portion of orders have errors reported by the customer, the delivery person, or the restaurant partner.
Customer may be compensated
We resolve customer errors fairly and on your behalf, sometimes issuing Uber credits* or providing refunds.
Restaurant may be charged
Some refund costs may be passed to restaurants after fraud review and removing cases with extenuating circumstances.
Protecting against customer fraud
Excessive refund request rates
We track customer refund history and block customers who abuse our refund policy—which varies from region to region—from submitting these claims.
Photo evidence required
We require photos to be submitted in many cases as evidence before making a refund decision.
We escalate cases to a trained team for investigation and review before making refund decisions in the following circumstances:
Refund requests not filed in a reasonable time frame
Refund requests for high-value orders
Refund requests for orders with alcohol items
Refund requests for first-time customers
Protecting against delivery person fraud
Minimum satisfaction ratings
We enforce minimum delivery person satisfaction ratings from both customers and restaurants—if a delivery person has low satisfaction rates, they will be removed from the platform.
Excessive missing item rates
Delivery people who have a significant number of missing item reports associated with their deliveries are automatically flagged in our systems. Restaurants are not charged for any refunds associated with deliveries from these delivery people.
When customer refunds are given, restaurants MAY be charged for:
customer did not receive an item, or part of an item, that was ordered
customer received an item, or part of an item, that was not as ordered
customer received incorrect order (unless delivery person had multiple orders at once, delivered in less than half the expected time, or delivered far from the drop off)
customer never received their order (only when using your own delivery staff)
Even when customer refunds may be given, restaurants are NOT charged for:
Late customer reports
errors reported > 96 hours after order was placed
errors on orders with possibly fraudulent customers or delivery people
customer never received order (unless using your own delivery staff)
customer received incorrect order where delivery person had multiple orders at once, delivered in less than half the ETA, or delivered far from the drop off
customer late delivery complaints
customer damage complaints (e.g., tampered packaging, spilled liquids)
customer poor food condition complaints (e.g., food arriving cold)
customer food quality complaints (e.g., food taste or integrity)
Calculating order error adjustments
Order error adjustments include the cost of food sales including tax/VAT at the time of order, but don’t include other fees that may be refunded to the customer.
Order error adjustments calculations
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 included—the a la carte cost of the missing or incorrect portion of the item will be adjusted from your pay.
Please note we retain the full Uber Service Fee for the entire order.
Fees you will not be charged for
- You will NOT be responsible for any delivery fees or bag fees charged to the customer
Monitoring order error adjustments
To make it easy for you and your team to stay up-to-date on this information, we include order error adjustment details in multiple places.
Please note: a customer may not report the order error in the same week the order was fulfilled. In those cases, adjustments may be reflected in subsequent weeks reports.
Your downloadable Order Error reports
Just go to your Restaurant Manager portal and check the Reports tab to download the Order Errors (Transaction) report. This downloadable CSV file includes a row for each order error with detailed info such as issue type, item(s) in error, customer refund amount, restaurant charge amount, and amount covered by Uber.
Your downloadable Payment CSV files
Also available in the Reports tab of your Restaurant Manager portal is the option to download the Payment Details report to reconcile payments. This downloadable CSV file includes a row for each order error adjustment, plus any associated tax.
Your Restaurant Manager Payments tab
You can review the Payments tab of your Restaurant Manager portal to see if there are any adjustments listed. If any adjustments occurred, you’ll see a red indicator box that says Order Error next to the relevant orders. By clicking into the order, you can see the reported error and the breakdown of your adjustment and net payout.
Your weekly Payment Summary email
For your convenience, we email you a weekly Payment Summary, which includes a section that details order errors, explaining what went wrong, and shows a timestamp of the order for your reference. Scroll to the bottom of your Payment Summary to view these details.
Minimizing order errors
We recommend reviewing the following best practices to make sure orders are leaving your store 100% correctly to minimize order errors.
Up to date menu
Log in to your Restaurant 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 that the contents in the bag are accurate
Seal each order bag with tamper-evident materials when an order is complete
Write the 5-digit order number on the bag for easy identification
Number the bags
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 that every bag gets picked up by the correct delivery person
We're always here for you
While we’re confident that our policies and principles for order errors are robust, we’re always willing to review cases where you feel there may have been mistakes.
Please note: We require you to send us an email within 30 days of the order date; you can expect a response within 24 hours. All disputes will be evaluated on a case-by-case basis, and we cannot guarantee reversals in every situation.
Delivery and pickup
Grow your store