How to solve order errors
Learn about error adjustments, eligible refund types, visibility over adjustments, and how to dispute errors. Access best practices for order accuracy to minimise issues.
What you can find in this guide
What are order error adjustments?
Order error adjustments are the customer refund costs that are deducted from restaurant payouts to cover order errors.
What are the eligible refund types I may be responsible for?
When customer refunds are given, restaurants MAY be charged* for
Missing item
Customer did not receive an item, or part of an item, that was ordered
Example: Customer orders 1x burger combo with chips + soda but does not receive the chips in the combo meal.
Incorrect items
Customer received an item, or part of an item, that was not as ordered
Example: Customer orders 1x chocolate milkshake but receives a vanilla milkshake, or customer orders 1x large chips but receives a small chips.
Incorrect orders
The customer received an incorrect order unless the delivery person had multiple orders at once, delivered in less than half the ETA, or delivered far from the drop-off location
Example: Customer orders 1x cheese pizza and 1x salad, but receives a pepperoni pizza and a sandwich.
Undelivered orders
The customer never received their order. This only applies when using your delivery staff
Food quality
Customer complaints related to the restaurant's preparation of the food
Example: Meat not fully cooked.
Even when customer refunds may be given, restaurants are NOT charged for:
Fraudulent activity
Errors on orders with possibly fraudulent customers or delivery people
Undelivered orders
The customer never received an order or complained about late delivery, unless using your own delivery staff
Damaged orders
Customer damage complaint, unless you are using your own delivery staff (e.g. tampered packaging, spilled liquids) or customer complaints regarding food condition related to the delivery of the food
Example: Food arriving cold/damaged.
How are order error adjustments calculated?
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 main and side or drink included – the cost of the missing or incorrect portion of the item will be adjusted from your pay. When no cost is available, we will adjust the proportional amount of the missing or incorrect portion.
Fees you will not be charged for:
- You will NOT be responsible for any support costs, delivery fees or bag fees
- You will NOT be responsible for the cost of any Uber credits given as appeasements in-lieu-of or in addition to order refunds
Where can I see order error adjustments?
- Step 1: On Uber Eats Manager, click on Orders
- Step 2: Click on the History tab
- Step 3: Click on Order issue
- Step 4: Tick Shop refunded or Potential deduction and Apply
What if I disagree with an order error adjustment?
- Step 1: Navigate to the Orders tab in Uber Eats Manager
- Step 2: Filter orders using "Shop refunded" or "Potential deduction"
- Step 3: Identify the order with an error adjustment you wish to dispute
- Step 4: Select Dispute and fill out the form with a reason and description
- Step 5: Attach photo or video evidence to strengthen your dispute case
- Step 6: To find and track your dispute requests filter to the "Refund disputed" tag
As always, our Support team is here for you if you need assistance with order error adjustments: t.uber.com/refundhelp
Please note: Order error adjustment disputes must be submitted within 30 days* of the order date. You can track dispute progress from the Order Page in UEM. Only admins and manager-level users are permitted to submit disputes. Disputes will be evaluated on a case-by-case basis, and we cannot guarantee reversals in every instance.
How can I minimise order errors to prevent further adjustments?
We recommend reviewing the following best practices to make sure orders are leaving your shop 100% correct to minimise order errors.
- Ensure your menu is up to date by checking it in Uber Eats Manager in the Menu section
- Double-check that the item is in the bag before giving it to the delivery person
- Seal each order bag with tamper-evident materials when an order is complete
- Write the 5-digit order number on the bag
- Check the items from the printed receipt while completing the order
Uber Eats measures taken to protect against fraud
We take fraudulent behaviour seriously and have filters in place to monitor both customer and delivery person behaviour – 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.
Escalation circumstances
We escalate cases to a trained team for investigation and review before making refund decisions in the following circumstances:
- Not filed in a reasonable time frame
- For high-value orders
- For orders with alcohol items
- For first-time customer orders
Excessive delivery errors
Delivery people who have a significant number of errors in their delivery are automatically flagged in our systems. Restaurants are not charged for any refunds associated with deliveries from these delivery people.
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