Order fraud prevention

Order fraud is a scourge that costs restaurateurs thousands of euros each year. Customers claiming not to have received their order, items supposedly missing, abusive refund requests: the scenarios are numerous.

The first instinct is to document systematically. Photograph each order before closing the bag. Note the weight of the bag, the time of delivery to the courier, and the courier’s name. These proofs are essential for contesting an abusive refund.

Identify fraud patterns. A client who reports problems on more than 30% of their orders is likely a recurrent fraudster. Platforms have detection systems, but they are not perfect. Flag these accounts systematically.

Use tamper-evident security stickers to close your bags. If a customer receives an open bag, it’s the delivery person’s fault, not yours. This simple investment (a few cents per order) protects against allegations of missing items.

In case of an unjustified refund, contest immediately. On Uber Eats, go to the dashboard, section “Orders”, select the order and click on “Dispute”. Attach photographic evidence. The success rate of documented disputes exceeds 60%.