Lesson 10: Managing order errors
In this lesson, you’ll learn ways to improve order accuracy and learn how we aim to make it right, even if the order isn’t, and help protect your business from fraud.
In this lesson you’ll learn simple tips and tricks to help improve order accuracy and reduce customer refunds
Part 1: Minimizing order errors
Learn the steps you can take now to help minimize order errors in the future.
A few easy ways to improve order accuracy and avoid customer refunds
Keep your menu up to date
Log into your Uber Eats Manager portal to make sure your menu is up to date with the correct items, descriptions and prices.
Keep your item availability up to date
When you run out of something, make sure that you mark it as out of stock so you don’t leave customers feeling disappointed. You can do this in your Uber Eats Orders app, under Item Availability.
Organize your packing area
Make it easier for your staff to pack and hand off orders. Consider where you place drinks, condiments and utensils as these are often missed because they’re usually the last things to be added.
Print out all receipts
Before you send an order out, check off items on a printed receipt to confirm that the contents of the order is correct.
Use the time-management tools
You can use the time-management tools in your Uber Eats Orders app to help manage incoming orders. To keep up, consider enabling Busy Mode or delaying individual orders in your Uber Eats Orders app.
Secure orders for delivery
Seal each order bag with stickers or staples to keep items safe and secure during delivery.
Write down order numbers
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 at handoff
Take a final look to see that every bag gets picked up by the correct delivery person.
Part 2: Adjusting for order errors
Learn why and when a refund might be given, and whose responsibility it may be.
Find out when possible partner charges or customer refunds are given
This happens when customers don’t receive an item, or part of an item, that was ordered.
When a customer receives an item, or part of an item, that was not ordered.
If a customer receives a delivery that’s not what they ordered (unless the delivery person had multiple orders, delivered in less than half the expected time, or delivered far from drop-off).
If a customer didn’t receive their order (only when using your own delivery staff).
Late customer reports
When errors are reported more than 96 hours after order was placed.
When errors on orders are flagged as possibly fraudulent customers or delivery people.
If a customer never received an order (unless using your own delivery staff).
If the customer received an incorrect order when the delivery person had multiple orders, delivered in less than half the ETA or delivered far from drop-off.
This happens when a customer complains over damage, like tampered packaging or spilled liquids.
When a customer has a complaint over poor food condition, like if it arrived cold.
If an order has arrived late, and there’s a customer complaint regarding timing.
When there is a customer complaint regarding taste, integrity, or overall food quality.
Part 3: Calculating and monitoring adjustments
Order error adjustments include the cost of food sales (including tax/VAT) at the time of order. They do not include other fees that may be refunded to the customer. 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.
Stay up-to-date and in-the-know
Please note: a customer might not report the order error in the same week the order was fulfilled. In those cases, adjustments may be reflected in subsequent weeks’ reports.
Order error adjustment 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 à 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 your business will not be charged for
You will not be responsible for any delivery fees or bag fees charged to the customer.
Download your order error reports
Just go to your Uber Eats Manager portal and check the Reports tab to download the inaccurate Orders 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, merchant charge amount and amount covered by Uber.
Download your payment CSV files
Also available in the Reports tab of your Uber Eats 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.
Uber Eats Manager payments tab
You can review the Payments tab of your Uber Eats Manager portal to see if there are any adjustments listed. All order error adjustments are listed under ‘Customer Refunds’.By clicking into the order, you can see the reported error and the breakdown of your adjustment and net payout.
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.
Part 4: Protecting against 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.
Get protection before anything bad happens
To keep things safe we have filters in place to monitor both customer and delivery person behavior—we will not make adjustments on suspicious refunds.
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 for requests that are not filed in a reasonable time frame, on orders of high-value, orders with alcohol items, or orders from first-time customers.
Minimum satisfaction ratings
We enforce minimum delivery person satisfaction ratings from both customers and you, our merchants. If a delivery person has low satisfaction ratings, they will be removed from the platform.
Excessive missing items rates
Delivery people who have a significant number of missing item reports associated with their deliveries are automatically flagged in our systems. Partners are not charged for any refunds associated with deliveries from these delivery people.
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