Note: This is a temporary page to reflect upcoming changes to the refunds policy, the original page will be updated to reflect information on this page when changes come into effect on 03 June 2024.

Whether using your own delivery staff (Self-Delivery Option), pick-up (Non-Delivery Option),  or the Uber Delivery Option, when an item is missing in an order or the order or an item is incorrect or of poor quality, we refund customers on your behalf. These refunds will be deducted from your merchant payout and will be set out in your Uber Eats Weekly Pay Statement.

Reasons for order error adjustments

Customers are refunded for the reasons below:

• Missing items – the customer didn’t receive an item
• Incorrect items – the customer received an item but it was not as ordered
• Incorrect orders – the customer received an entire order that was incorrect or not theirs
• Poor quality items – The customer received an item that had a quality issue

See more details below on the refunds we give on your behalf for each of the delivery and non-delivery) options.  Please note, where refunds have been provided to customers on your behalf, we deduct those amounts from your merchant payout, as further detailed here and in our order errors page. 

NOTE: When items are missing, incorrect or of poor quality, we’ll refund the customer the sales price of the item (including tax/GST) at the time of the order. If an entire order is incorrect or missing (or never received), the customer is refunded for the sales price of the entire order (including tax/GST), the Delivery Fee, the Service Fee and any Small Order Fee. Additionally, for self-delivery and pick-up orders where the food is too hot / cold or damaged, the customer is refunded for the sales price of the entire order (including tax/GST), the Delivery Fee (if any) and the Service Fee (if any). 

Total refunds are deducted directly from merchant payouts. In the case of orders delivered by Uber, the amount deducted will not include any Delivery Fees, Service Fees and Small Order Fees. This information is reflected in your Uber Eats Weekly Pay Statement email within 1-2 weeks.

Orders when using the Uber Delivery Option

When you utilise the Uber Delivery Option, we refund customers on your behalf for order errors, as above.  These refunds (will be deducted from your merchant payout and will be set out on your Uber Eats Weekly Pay Statement).  For more information regarding order errors, check out this page.

Orders when using your own delivery staff (Self-Delivery Option)

When you complete orders using your own delivery staff (Self-Delivery Option), we refund customers on your behalf for order errors, as above, and also for certain delivery errors, as set out below:

• Never received order – the customer did not receive their whole order but it was marked as complete in the app
• Too hot / cold or damaged (eg, damaged packaging; spilled food / drinks; melted or defrosted)

The refund will include the cost of the items as well as any delivery fee that you charge.

These refunds will be deducted from your merchant payout and will be set out in your Uber Eats Weekly Pay Statement. For more information regarding order errors, check out this page.

Pick-up orders (Non-Delivery Option)

When you complete pick-up orders via the Non-Delivery Option, we refund customers on your behalf for order errors, as above, as well as the following scenarios:

• Never received order – the customer did not receive their whole order but it was marked as complete in the app
• Too hot / cold or damaged (eg, damaged packaging; spilled food / drinks; melted or defrosted)

These refunds will be deducted from your merchant payout and will be set out in your Uber Eats Weekly Pay Statement.  For more information regarding order errors, check out this page.

Pack & Deliver Option

If you are utilising the Pack & Deliver Option, we refund customers on your behalf for poor quality items. These refunds will be deducted from your merchant payout and will be set out in your Uber Eats Weekly Pay Statement.  For more information regarding order errors, check out this page.

Incorrect order or delivery error adjustment

If you think an adjustment on your Uber Eats Weekly Pay Statement is incorrect, you can dispute this via Uber Eats Manager and additional details can be found here. We recommend you submit your dispute within 30 days of it being refunded.

Note that every adjustment dispute is evaluated on a case-by-case basis.

Multiple factors are considered and we have measures in place to protect against potentially fraudulent customer or delivery person reports.

For more information regarding order errors, check out this page.

Whether using your own delivery staff or the Uber Delivery Option, when an item is missing in an order or the order or an item is incorrect, we refund customers on your behalf. These refunds are labelled as “Order error adjustments” on your Uber Eats weekly pay statement.