Retail Merchants - Replacement Item Policy

This policy only applies to non-restaurant retail merchants that are enabled to provide replacement items to customers, and does not apply to orders fulfilled via the Pack and Deliver Option. Retail merchants may include, for example, alcohol, convenience, grocery and pharmacy stores, butchers, fishmongers and florists.

Replacement selected by merchant (‘Best Match’)

If an item requested by your customer is out of stock and the ‘Best Match’ option is selected, you have full control and discretion over whether or not to provide a lower, equivalent or higher priced replacement, or to not provide a replacement item at all.

If you choose to provide a replacement item for your customer and the Retail Price of the replacement item is greater than the Retail Price of the original item, your customer will be charged the Retail Price of the original item. We will remit this amount to you, less any deductions made in accordance with your Uber Eats Merchant Agreement. Your Uber Eats Fee will also be calculated based on the Retail Price of the original item.

If you choose to provide a replacement item for your customer and the Retail Price of the replacement item is the same or less than the Retail Price of the original item, your customer will be charged the Retail Price of the replacement item. We will remit this amount to you, less any deductions made in accordance with your Uber Eats Merchant Agreement. Your Uber Eats Fee will also be calculated based on the Retail Price of the replacement item.

Note: This means that, if you choose to provide a more expensive replacement item, you will be responsible for the price difference between the original item and the replacement item.

Replacement selected by customer (‘Specific Substitute’)

If an item requested by your customer is out of stock and you provide your customer with a replacement item that they have specifically chosen, then your customer will be charged the Retail Price of the replacement item. We will remit this amount to you, less any deductions made in accordance with your Uber Eats Merchant Agreement. Your Uber Eats Fee will also be calculated based on the Retail Price of the replacement item.

If you think the amount remitted to you in relation to a replacement item or your Uber Eats Fee is incorrect, please email Uber Eats Support on merchants.anz@uber.com with details of the order.