What is an Uber Eats order error adjustment?

A deduction from a restaurant's payout, ranging from a portion up to the full cost of the item(s) involved, including tax, tied to a missing item, incorrect item, incorrect order, undelivered order, or (when using the restaurant's own delivery staff) a late delivery. Uber's own worked example: a $6.00 item plus 8.5% tax, $6.51, charged to the merchant for an incorrect order.

How long do I have to dispute an Uber Eats order error adjustment?

30 days from the original order date. Uber's help documentation states disputes and reimbursement requests must be submitted within that window to be eligible for review.

What evidence does Uber Eats accept for an order error dispute?

CCTV or security footage showing the order being prepared and/or bagged, photos of the sealed bag that include the order ID, and photos of a signed-off ticket that includes the order ID. Uber states attaching photo or video evidence is the best way to get a case resolved smoothly.

How fast does Uber Eats resolve a dispute?

Uber's merchant program page states it aims to resolve disputes within about an hour, though this isn't a guarantee; both Uber's refunds help article and its Order Errors program page describe case-by-case evaluation with no promised reversal.

Can a third-party tool dispute an Uber Eats order error charge for me?

No. Uber's help documentation states disputes should be made by merchants only, with admin or manager-level access to Uber Eats Manager, and explicitly excludes third-party integration services from filing on a restaurant's behalf.

Dispute Uber Eats Order Error Charges

An Uber Eats order error adjustment is a deduction from your payout, tied to a missing item, incorrect item, incorrect order, undelivered order, or (with your own delivery staff) a late delivery. You have 30 days from the original order date to dispute one inside Uber Eats Manager (what most merchants describe as the "merchant portal"), by opening the order and selecting Dispute with a reason, description, and photo or video evidence. Source: Uber Help, "Managing refunds for missing or incorrect orders"

A note on what ErrorCharge actually does today: the free scanner reads Uber Eats payout statements and itemizes order error adjustments by category, same as it does for DoorDash. Automatic dispute-text drafting currently works for DoorDash statements only; for Uber Eats, use the itemized breakdown plus the evidence types and dispute steps below to write your own submission in Uber Eats Manager.

What counts as an order error on Uber Eats

Uber names five categories a restaurant can be charged for:

Missing items
Incorrect items
Incorrect orders
Undelivered orders, when using your own delivery staff or the store was closed
Late deliveries, when using your own delivery staff, roughly 70+ minutes past the estimate

Explicitly not the restaurant's responsibility: "You will not be responsible for any delivery fees or bag fees charged to the customer," and late deliveries caused by Uber's own drivers, rather than the restaurant's own delivery staff, aren't charged to the restaurant. Source: Uber Eats Merchants, "Order Errors"

How much you can be charged

Uber states the amount adjusted "will range from a portion up to the full cost for the item(s) with errors at the time of the order, including tax/VAT." Uber's own worked example: a $6.00 chocolate milkshake, incorrect, plus 8.5% tax, comes to $6.51 charged to the merchant. Source: Uber Help

Hypothetical example, applying the same rule to a larger item, not from an actual statement: An $18.00 entree with 8.5% tax comes to $19.53 total. If Uber rules the full item cost applies, that's the amount charged; if it applies a partial adjustment instead, the charge would be lower, since Uber describes the range as "a portion up to the full cost," not a fixed percentage like DoorDash publishes.

Want to see this on your own statement? Drop your payout CSV into the free scanner and get an itemized breakdown in your browser, no login required.

Evidence Uber Eats accepts

CCTV or security footage showing the order being prepared and/or bagged
Photos of the sealed bag that include the order ID
Photos of a signed-off ticket that includes the order ID

"Attaching photo or video evidence to your dispute submission is the best way to ensure your case is resolved smoothly." Source: Uber Help

Fraud and abuse protections that can affect your dispute

Uber escalates order-error cases for extra investigation when a case wasn't filed timely, involves a high-value order, involves alcohol items, or involves a first-time customer, and separately tracks per-customer "excessive customer refund request rates." Reports filed beyond roughly a 96-hour window after delivery are also excluded or de-prioritized, Uber's equivalent of DoorDash's 72-hour late-report waiver, though this specific figure was captured via an AI-summarized fetch rather than an isolated verbatim quote, so treat it as likely-accurate rather than fully confirmed. Source: Uber Eats Merchants, "Order Errors"

How to dispute an order error adjustment in Uber Eats Manager

Sign in to Uber Eats Manager.
Navigate to the Orders tab.
Identify the order with an error adjustment.
Select Dispute and fill out the reason and description.
Attach photo or video evidence.
Track progress in the Uber Eats Manager dashboard; Uber sends email updates on status.

Only admin or manager-level Uber Eats Manager accounts can file a dispute; Uber states third-party integration services cannot dispute on a restaurant's behalf. Uber says it aims to resolve disputes within about an hour, though this isn't a guarantee. Source: Uber Help and Uber Eats Merchants, "Order Errors"

Related guides

DoorDash vs Uber Eats: Error Charge & Dispute Policy Compared for a full side-by-side of both platforms' windows, evidence rules, and export paths.
How to Dispute DoorDash Error Charges, Step by Step if you're comparing against DoorDash's process.

FAQ

What is an Uber Eats order error adjustment?: A deduction from a restaurant's payout, ranging from a portion up to the full cost of the item(s) involved, including tax, tied to a missing item, incorrect item, incorrect order, undelivered order, or (when using the restaurant's own delivery staff) a late delivery. Uber's own worked example: a $6.00 item plus 8.5% tax, $6.51, charged to the merchant for an incorrect order.
How long do I have to dispute an Uber Eats order error adjustment?: 30 days from the original order date. Uber's help documentation states disputes and reimbursement requests must be submitted within that window to be eligible for review.
What evidence does Uber Eats accept for an order error dispute?: CCTV or security footage showing the order being prepared and/or bagged, photos of the sealed bag that include the order ID, and photos of a signed-off ticket that includes the order ID. Uber states attaching photo or video evidence is the best way to get a case resolved smoothly.
How fast does Uber Eats resolve a dispute?: Uber's merchant program page states it aims to resolve disputes within about an hour, though this isn't a guarantee; both Uber's refunds help article and its Order Errors program page describe case-by-case evaluation with no promised reversal.
Can a third-party tool dispute an Uber Eats order error charge for me?: No. Uber's help documentation states disputes should be made by merchants only, with admin or manager-level access to Uber Eats Manager, and explicitly excludes third-party integration services from filing on a restaurant's behalf.
Does ErrorCharge draft dispute text for Uber Eats charges?: Not yet. ErrorCharge scans Uber Eats statements today and itemizes error charges by category, the same as it does for DoorDash, but automatic dispute-text drafting currently works for DoorDash statements only. You can still use the itemized breakdown to write your own Uber Eats Manager dispute using the evidence types and steps in this guide.

See what's actually on your statement

Drop your DoorDash or Uber Eats payout CSV into the free scanner. It runs in your browser and itemizes every error charge, with draft DoorDash dispute text for the ones worth fighting. No login required.

Scan your statement free