What counts as an order accuracy problem on Uber Eats
An order accuracy problem is when what arrives at your door does not match what you ordered. This includes missing items, wrong items substituted in place of what you ordered, incorrect quantities, or food prepared differently than you requested (such as no onions when you ordered it without onions). The restaurant prepares the order, but Uber Eats handles the refund or credit process when something goes wrong.
Accuracy problems are different from food quality issues like cold food or damaged packaging. While those matter too, Uber Eats treats them separately. An accuracy claim means the restaurant sent the wrong thing, not that what they sent arrived in poor condition.
Key Takeaways
- You have up to 30 days after delivery to report an order accuracy problem through the Uber Eats app or website.
- Take a photo of what you received before opening containers or eating, because Uber Eats may ask for proof of what was missing or wrong.
- Uber Eats typically refunds or credits the cost of the missing or incorrect item, not the entire order, unless the order is unusable.
- The restaurant receives the accuracy report, and repeated problems can affect their standing on the platform.
- If Uber Eats denies your report, you can escalate through the app to speak with a specialist who reviews the case again.
How to report an order accuracy problem in the app
Open the Uber Eats app and go to your order history. Find the order with the problem and tap it to open the order details. Look for a button labeled "Issue with order" or "Report a problem" — the exact wording varies by app version and region, but it appears near the bottom of the order summary.
Tap that button and select "Missing items" or "Wrong item" from the list of problem types. Describe what was missing or incorrect in the text box. If you have a photo of the order contents, upload it now — this is the strongest evidence you can provide. Uber Eats will ask whether you want a refund or credit to your account. Choose refund if you want money back to your original payment method, or credit if you prefer Uber Eats balance to use on a future order.
Submit the report. Uber Eats sends it to the restaurant and opens an investigation. You will receive a notification in the app when a decision is made, usually within 3 to 7 days.
Reporting through the website instead of the app
If you prefer to report on a computer, log into your Uber Eats account at ubereats.com. Go to "Orders" and find the order with the problem. Click on it to view the details, then look for "Report a problem" or "Issue with order." The process is the same as the app: select the problem type, describe what happened, upload a photo if you have one, and choose refund or credit.
Website reporting can be easier if you need to attach a photo from your computer's file system rather than taking a new photo with your phone. The investigation timeline is the same whether you report through the app or website.
What Uber Eats typically refunds or credits
Uber Eats refunds or credits the price of the specific item that was missing or wrong. If you ordered a $12 sandwich and it did not arrive, you get $12 back. If you ordered a sandwich and received a salad instead, you get the sandwich price credited. You do not automatically get a refund for delivery fees or service fees unless the entire order is unusable.
If multiple items were wrong or missing, Uber Eats adds up the prices of all affected items. If the order was so wrong that it is essentially unusable — for example, you ordered a full meal and received only a drink — you may receive a credit for the entire order amount, though this is less common and depends on the specific situation.
The refund or credit is processed to the payment method or account you selected when you filed the report. Refunds to a credit or debit card typically appear within 3 to 5 business days. Credits to your Uber Eats balance are usually available when ready.
When Uber Eats denies an accuracy report
Uber Eats may deny your report if the restaurant disputes it or if the app shows no record of the item in the order. This sometimes happens when a restaurant claims they included the item but the driver or customer did not notice it, or when there is confusion about what was actually ordered.
If your report is denied, you can appeal. In the app, go back to the order and look for an option to "Appeal" or "Contact support." Explain why you believe the item was missing or incorrect. Mention if you have a photo. A specialist will review your case, and this second review sometimes results in approval even if the first decision was no.
If the appeal is also denied, you have exhausted Uber Eats' standard process. At that point, you can contact your credit card company or bank if you paid by card and dispute the charge with them, though this is a separate process outside Uber Eats.
How to prevent accuracy problems
Check your order in the app before you place it. Confirm the restaurant name, the items listed, and any special instructions you added. Many accuracy problems stem from ordering from the wrong restaurant location or accidentally selecting the wrong item size or variant.
When the driver arrives, open the bag and do a quick visual check before they leave, if possible. You do not need to open every container, but a glance inside can catch obviously missing items. If something is clearly wrong, ask the driver to wait while you contact the restaurant or Uber Eats — this is faster than reporting after they leave.
Add special instructions in the order notes, not just in the item customization. For example, if you need no onions, specify it both in the item options and in a note to the restaurant. This redundancy helps catch mistakes.
How accuracy reports affect restaurants
When you report an accuracy problem, Uber Eats tracks it in the restaurant's account. Restaurants with high accuracy complaint rates may receive warnings, be required to take corrective action, or in severe cases, be removed from the platform. This is why restaurants take these reports seriously and often respond to disputes.
Some restaurants use accuracy reports to identify patterns — for example, if many customers report missing items on a specific menu item, the restaurant may retrain staff or change how that item is packaged. The report system is designed to improve service over time, not just to refund individual orders.
Frequently Asked Questions
How long do I have to report an order accuracy problem?
You have up to 30 days from the delivery date to report an accuracy issue through the app or website. After 30 days, Uber Eats will not process new reports for that order. If you notice a problem when ready, report it as soon as possible — same-day reports are easier to investigate.
Do I need a photo to prove an item was missing?
A photo is helpful but not always required. Uber Eats can approve refunds based on your description alone, especially if the restaurant has a history of accuracy problems. However, a photo of the empty bag or the wrong item makes your case stronger and speeds up approval.
What if the driver says they delivered the item but I never received it?
Report it as a missing item through the app. Uber Eats investigates whether the driver actually left it at your door or if there was a handoff issue. If you have a photo of your empty order or security camera footage, include that. These cases are sometimes approved and sometimes denied depending on the evidence.
Can I get a refund and reorder from a different restaurant?
Yes. Uber Eats refunds or credits the item price, and you are free to place a new order from any restaurant. The refund or credit is separate from your ability to order again. Some customers use the credit toward their next order, while others request a refund to their original payment method.
What happens if I report an accuracy problem and the restaurant says I ordered it wrong?
Uber Eats reviews the order record in the app to see what was actually ordered. If the order history shows you ordered item A and the restaurant sent item B, the report is usually approved. If there is ambiguity about what was ordered, the investigation may take longer, and you may be asked to provide more details or photos.