What Uber Eats merchant support does and how to reach it

Uber Eats merchant support is a team within Uber that handles problems specific to restaurants and food businesses using the platform. They do not handle customer complaints about orders — those go to customer support — and they do not set the fees or commission rates you pay. What they handle: account issues, payment problems, menu errors, restaurant information updates, technical problems with the merchant app, and disputes about orders you fulfilled.

You reach merchant support through the Uber Eats app itself, not through a general Uber phone line. Open the app, go to your Account menu, select Help, and choose the issue category that matches your problem. From there you can message support, schedule a callback, or view articles about common issues. Response time varies: urgent issues like payment failures may get a response within hours, while menu or listing questions may take one to three business days.

Merchant support is available in the countries and regions where Uber Eats operates. The language available depends on your location — if you are in a non-English-speaking region, support is usually offered in that language as well as English.

Key Takeaways

  • Merchant support handles restaurant account problems, payment issues, and technical app errors — not customer complaints about individual orders.
  • You contact merchant support through the Help section of the Uber Eats merchant app, not by calling a general Uber number.
  • Response times range from a few hours for urgent payment issues to one to three business days for account or menu questions.
  • Merchant support cannot change your commission rate or fees, but they can explain how they are calculated and help if a charge appears wrong.
  • If a customer disputes an order, you respond through the app itself; merchant support gets involved only if the dispute cannot be resolved that way.

Common reasons restaurants contact merchant support

Payment problems are the most frequent reason for contact. This includes payments that have not arrived on the expected day, payments that appear to be the wrong amount, or payment methods that are not working. When you contact support about a payment issue, have your bank account information and the date range of the missing or incorrect payment ready. Support can see your transaction history and can often resolve the issue or escalate it to the payments team.

Account access problems are the second major category. This covers being locked out of your merchant account, password resets that are not working, or two-factor authentication issues. If you cannot log in, you should contact support as soon as possible because you cannot manage your menu, hours, or orders while locked out.

Menu and listing errors come up regularly. You may notice that a dish is showing the wrong price, an item is listed as available when you marked it unavailable, or your restaurant information (address, phone number, hours) is wrong on the customer-facing side. You can fix many of these directly in the app, but if changes are not taking effect or if the error is on the customer-facing listing rather than in your back end, merchant support can push the correction through.

Technical problems with the merchant app — crashes, slow loading, buttons that do not respond — should be reported to support with details about what device you are using, what you were trying to do, and whether the problem is ongoing. Support may ask you to clear your app cache or reinstall, or they may escalate to the engineering team if it is a wider app issue.

How merchant support handles order disputes

When a customer disputes an order — saying food did not arrive, was cold, or did not match what they ordered — the dispute appears in your merchant app. You have the first chance to respond directly to the customer through the app messaging system. Most disputes are resolved at this stage: you can offer a refund, a credit toward a future order, or an explanation of what happened.

If you and the customer cannot agree, the dispute escalates to Uber Eats support. At that point, merchant support reviews the conversation, any photos the customer provided, your restaurant's history, and the order details. They make a decision about whether to refund the customer, split the loss, or side with you. You cannot appeal this decision through merchant support — it is final.

To reduce disputes, keep your menu accurate and up to date, respond quickly when customers message you through the app, and make sure your kitchen is following the order correctly. Restaurants with a pattern of disputes may face account restrictions or deactivation.

What merchant support cannot do

Commission rates and fees are set by Uber based on your location, restaurant category, and contract terms. Merchant support cannot lower your commission, waive fees, or negotiate rates. They can explain how a specific charge was calculated, and they can escalate if a charge appears to be an error, but they cannot change the underlying rate structure.

Customer service issues that do not involve your account or the app belong to Uber Eats customer support, not merchant support. If a customer is complaining about their delivery driver, the quality of another restaurant's food, or their own account, that goes to customer support. Merchant support will redirect you if you contact them about a customer issue that is not related to your restaurant.

Promotion and marketing decisions are handled by a separate team. If you want to run a promotion, change your restaurant's visibility, or ask why you are not appearing in certain search results, merchant support can point you to the right resource, but they do not make those decisions themselves.

How to prepare before contacting merchant support

Having the right information ready speeds up the process. For payment issues, write down the date range of the missing payment, the amount you expected, and your bank account details. For account access problems, note what error message you are seeing and what device and browser you are using. For menu errors, screenshot what you see in the customer app and what you see in your merchant dashboard so support can compare them.

For order disputes or technical problems, include the order number, the date and time, and a clear description of what went wrong. If you have screenshots or photos, attach them. The more specific you are, the faster support can investigate.

Keep records of your communications with support. If you have contacted them about the same issue before, mention that in your new message and reference the previous case number if you have it. This helps support see whether a problem is recurring and may trigger a faster escalation.

Response times and escalation paths

Urgent issues — account lockouts, payment failures, or app crashes that prevent you from taking orders — typically get a response within a few hours during business hours. Non-urgent issues like menu corrections or account information updates usually take one to three business days. Weekend and holiday response times are slower.

If you do not hear back within the expected timeframe, you can follow up through the same Help channel. Mention your original case number and ask for an update. If the issue is still not resolved after two follow-ups, ask to escalate to a supervisor or specialist team.

Some issues are routed to specialized teams automatically. Payment problems go to the payments team, technical app issues go to engineering, and account security issues go to the trust and safety team. You do not choose the route — support assigns it based on your issue category — but knowing this helps you understand why you might be transferred or why a response takes longer.

Frequently Asked Questions

How long does it take to get a response from merchant support?

Urgent issues like payment failures or account lockouts usually get a response within a few hours during business hours. General questions about menu updates or account information take one to three business days. Weekend and holiday responses are slower. You can follow up if you do not hear back within the expected window.

Can merchant support change my commission rate or remove fees?

No. Commission rates and fees are set by Uber and cannot be changed by merchant support. They can explain how a charge was calculated and escalate if the amount appears to be an error, but they cannot negotiate or waive rates. If you believe a charge is wrong, contact support with the specific transaction details.

What happens if a customer disputes an order and I disagree with the decision?

Uber Eats support makes a final decision on order disputes after reviewing the conversation, photos, and order details. You cannot appeal this decision through merchant support. Your best option is to prevent disputes by keeping your menu accurate, responding quickly to customer messages, and ensuring orders are prepared correctly.

Is there a phone number to call merchant support directly?

Merchant support is primarily available through the Help section of the Uber Eats merchant app, where you can message support or schedule a callback. There is no general phone number to call. Using the in-app channel ensures your issue is routed to the right team and creates a record of your conversation.

What should I do if merchant support tells me to contact customer support?

This usually means your issue involves a customer's account or experience rather than your restaurant's account or the merchant app. Customer support handles complaints about delivery, customer refunds, and customer account problems. Merchant support will direct you to the right channel, or you can contact customer support directly through the main Uber app.