Order accuracy decides your Uber Eats Success Score
How order accuracy feeds the Uber Eats Success Score, and what a missing item costs a restaurant after the refund is paid.
Uber Eats scores every partner restaurant on four areas, and the first one counts your order accuracy. Operational excellence includes “Unfulfilled Orders, Order Accuracy Issues” among its metrics, next to cancellations and courier delays, says the Uber Eats Success Score FAQ for merchants, read on 12 October 2026. A missing item comes off the payout and counts against that score at the same time.
The score sorts partners into five levels, from Excellent down to Poor. Higher levels give a restaurant more visibility in new carousels in the app and discounts on Uber Eats Ads. So a forgotten side costs the restaurant twice. The restaurant pays the refund first, and the accuracy report then lowers its Success Score and its level.
What counts towards operational excellence?
Four kinds of problem sit under that area of the Success Score: unfulfilled orders, order accuracy issues, cancellations and courier delays. Unfulfilled orders and accuracy issues come out of your kitchen and your packing counter. Cancellations and courier delays depend on the courier network as well. Uber Eats measures all four together, so a late handover and a missing drink land in the same area of your score.
The four metrics, by side of the handover
| Operational excellence metric | Where it is decided |
|---|---|
| Unfulfilled Orders | Your kitchen |
| Order Accuracy Issues | Your packing counter |
| Cancellations | Shared with Uber Eats and the customer |
| Courier delays | The courier network |
You can act on your own accuracy number this week. The Order Accuracy Issues that reach the score are customer reports, and they arrive days after the bag left. By then nobody at the counter remembers that order, and the receipt is the only record.
Bronze photographs every order on the packing counter and compares what was ordered with what was packed. Each photo is dated and kept, so you have an accuracy figure per site and per shift before Uber Eats publishes its own. When a customer reports a missing item, the photo of that bag is already in Tracker. Our note on Uber Eats order error adjustments covers what the platform charges back.
See what photo verification of missing item claims puts behind your next Uber Eats order.
