Retail Merchants - Payments for Cancelled and Unfulfilled Orders
Please note, this policy does not apply to you if you’re a restaurant merchant and only applies to retail merchants. Retail merchants include, for example, alcohol stores, grocery and convenience stores, pharmacy stores, pet stores, and merchants that sell non-perishable goods.
If you’re a retail merchant, when an order is cancelled before it has left your store, the items can often be returned to your shelves and made available for sale to other customers. For this reason, where you have been paid for an order that is cancelled pre-pickup or goes unfulfilled, that payment may then be deducted from your weekly payout depending on the type of store that you operate.
If you are a retail merchant, excluding grocery stores and stores that primarily sell perishable goods, payments for cancelled or unfulfilled orders may be deducted for the reasons below:
- Orders cancelled by customer - orders cancelled by a customer prior to being picked up by a delivery person
- Orders cancelled by delivery person - orders cancelled by a delivery person before pick-up and another delivery person is not available to pick up and deliver the order
- Unfulfilled orders - no delivery person is available to pick up and deliver the order
In these instances, where you have been paid for the order, we will then apply a deduction to your weekly payout to reverse the payment for that order. This information will be reflected in your Payments tab in Uber Eats Manager, labelled as “Cancelled / unfulfilled order adjustment” against the Order ID.
If you think a cancelled / unfulfilled order adjustment is incorrect, please email Uber Eats Support on merchants.anz@uber.com with details on the order. Note that every request for review is evaluated on a case-by-case basis.
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