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All your order error adjustment questions answered

September 20 / Australia

If a customer reports a missing item or incorrect order to Uber Eats support, Uber Eats will investigate. If it meets specific criteria, we will issue a refund to your customer on your behalf.  You will then see an ‘Order Error Adjustments’ section in your Weekly Pay Statements and the Restaurant Manager. These will allow you to see the specific items reported to Uber Eats support by your customers as being missing or inaccurate. If you think an ‘Order Error Adjustment’ is a mistake, there is a simple process to dispute it through the Help Centre.

Order Error Adjustments’ include the following categories: 

Missing items – the customer did not receive an item they purchased
Incorrect items – the customer received an item but it was not as ordered e.g. receiving a small size pasta when they ordered a large
Incorrect orders – the customer received an entire order that was incorrect or not theirs

Here are some common questions we receive from restaurant partners about order errors. We hope they’re helpful to you.

Does Uber Eats have fraud checks to protect my business?
Every order error is evaluated on a case-by-case basis. Multiple factors are considered, and we have a number of measures in place to identify fraudulent eater or delivery people activity. 

Our system is designed to detect customers with excessive refund requests, and delivery people whose deliveries have a higher number than average of incomplete and incorrect orders reported. We will consider these factors before making any refund. 

We’re always looking to continue to improve our processes and technology and your feedback is appreciated. If you have any questions or concerns, please submit a support request to the Restaurant Help Center.

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What happens if I need to dispute an order error adjustment?

If you believe an ‘Order Error Adjustment’ is incorrect, you can lodge a dispute through the Help Centre. This includes when you believe your customer’s complaint may be fraudulent. We’re here to help.

If order errors seem to be an ongoing issue for your restaurant, please let us know and a member of our account management team will contact you to work through operational changes to ensure all future orders are correct and complete.

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