How to dispute an Uber Eats refund as a restaurant
A customer reports a missing item or an incorrect order, and the corresponding amount is deducted from your Uber Eats payout.
If the complaint is justified, the refund is part of how the platform normally works. But if you have evidence showing the order was prepared correctly, you can ask for the adjustment to be reviewed.
The key is being able to answer one simple question:
what was actually in the order when it left the restaurant?
Why can Uber Eats deduct a refund?
Uber Eats refers to refunds for order problems as order error adjustments.
They can relate to:
- an item reported missing
- a wrong item
- an incorrect order
- certain problems affecting the whole order
These adjustments appear in Uber Eats Manager and in your payout information.
Before disputing, it’s therefore important to identify precisely:
the order concerned, the reason for the complaint, the item refunded and the amount deducted.
How do you dispute an Uber Eats refund?
In Uber Eats Manager, the restaurateur can find the order concerned and use the dispute function where available.
The current procedure is to:
- 1log in to Uber Eats Manager
- 2open the orders section
- 3find the order concerned
- 4select the dispute option
- 5explain the reason
- 6attach photo or video evidence if possible
- 7then track the status of the request
Uber currently states that disputes of order error adjustments must be submitted within 30 days of the original order.
As the procedure may change, we recommend checking the conditions shown in Uber Eats Manager when you submit your dispute.
What evidence should you provide?
A good dispute isn’t just a matter of writing:
“We’re certain we put the item in the bag.”
The aim is to provide something that allows this claim to be verified.
The evidence Uber mentions as usable includes:
- a photograph
- a video
- CCTV footage showing preparation or packing
- a photo of the bag that identifies the order
- a document showing the order number
Evidence is all the more useful when it identifies at the same time:
the order + its contents + when it was prepared.
Example: a dessert reported missing
A customer says they didn’t receive their dessert.
Step one: find the order.
Step two: check the evidence from its preparation.
The dessert isn’t visible
The complaint appears consistent with the preparation observed.
In this case, there’s little point disputing the refund. The information can, however, be used to understand why the dessert was forgotten.
The dessert is clearly visible
The restaurateur then has objective evidence showing the item was there when the order was prepared.
This evidence can be attached to the dispute.
It doesn’t guarantee the dispute will be accepted, but it documents the case.
Should you dispute every refund?
No.
An effective strategy is instead to carry out a quick check before any dispute.
Cases can then be sorted into three categories:
This approach avoids wasting time on cases you can’t defend.
The real challenge: finding the evidence quickly
Photographing orders is only useful if the photo can be found when the complaint comes in.
And that can be several days after the order was prepared.
A good system should therefore let you search for evidence by:
- order number
- platform
- date
- time
This is exactly where traceability becomes more important than the photo itself.
Automate traceability with KonkiCam
KonkiCam keeps visual evidence of how each order was prepared and lets you find it when a refund needs checking.
The restaurateur can quickly tell whether the complaint reflects a genuine error or whether the evidence justifies a dispute.
Less manual searching, fewer pointless disputes and more documented cases.