Uber Eats keeps its full service fee on refunded orders
How Uber Eats charges a restaurant for a refunded item on a delivery order, and which fees it keeps on the rest of the order.
Uber Eats deducts the cost of a refunded item from your payout with its VAT, and keeps the service fee on the whole order. Order Error Adjustments “include item sales price (including tax/VAT) at the time of order”, says Uber Eats guidance for merchant partners, published 19 February 2024. Uber Eats merchant help adds that it retains the full Uber service fee for the entire order, and gives a partner 30 days to dispute.
Operators miss that service fee line. A refunded side on a £40.00 order does not shrink the commission on the rest of the food. The customer’s fees are the exception. Uber Eats told partners that “You will not be responsible for any delivery fees or bag fees charged to the customer”.
Does Uber Eats refund the commission on a missing item?
No. Uber Eats refunds the customer for the item and charges the restaurant for that food with its VAT. The service fee on the entire order stays with Uber Eats, whatever the item was worth. The restaurant does not carry the delivery fee or the bag fee. A dispute has to reach Uber Eats within 30 days of the adjustment.
A £40.00 order with one item missing
| Payout line | What Uber Eats does |
|---|---|
| £12.00 of food sales for the missing item | Deducted, VAT included |
| Service fee on the full £40.00 order | Retained |
| Customer delivery fee and bag fee | Not charged to the restaurant |
On the payout, the adjustment arrives as one line against the order, with no item name attached. Match it to the order number before you look for anything else. What you can show about that bag decides both the deduction and the retained fee.
So one packing mistake costs the item, its VAT and the commission you already paid on the other dishes in the bag.
Bronze photographs every order on the packing counter. It compares what was ordered with what was packed before the bag is sealed. When the adjustment lands on the statement, the dated photo of that order is already in Tracker. The deadline for each platform sits in our note on refund dispute deadlines.
Check what photo verification of missing item claims puts behind your next order error adjustment.
