Honest mistakes can happen on our platform. Sometimes these mistakes result in order error adjustments (also known as chargebacks) to your account. When this occurs we only chargeback restaurants for issues that are within a restaurants’ control – see our full policy here.

The detail below is a snapshot of what we do to help protect restaurant partners from issues that are not within your control, including any wrongful behaviour from a customer or delivery person.

Consumer issue

We have processes in place to check if a customer is exhibiting fraudulent behaviour in requesting for refunds. These processes are applied across our platform to help protect restaurant partners from fraudulent refund claims.

Some examples of processes we employ to help protect restaurants are:

• Request photo or supporting information from the customer before providing a refund to them
• Review their previous order behaviour
• Place time limits on certain help channels that helps to prevent fraudulent requests

Restaurants also have the opportunity to dispute a refund that’s been charged back (i.e. an order error) if they still think it’s incorrect. Additional details about this process are here.

Delivery person

When a delivery person makes honest mistakes, we may provide them with in-app education to support them with their delivery journey. However, we recognise that a small group of delivery people may be using our platform in a way that breaches our Community Guidelines, which could cause a negative impact to restaurant partners (e.g. pattern of extending or prolonging delivery time resulting in the food arriving at an undesired temperature).

What we proactively do to support delivery people with their deliveries:

• Share tips and strategies on how to avoid order related issues
• Resurface short and easily digestible training modules
• Require some customers to share a code to help confirm that they have received their order

Whilst these examples aren’t exhaustive, we have a robust process in place to help make sure restaurants have a positive experience with Uber Eats.