⚖️ Wrongful refund disputes
Every month, hundreds of euros slip away due to unjustified automatic refunds. Here is how to recover them.
Platforms refund without verifying
Uber Eats and Deliveroo have a refund policy designed to satisfy the end customer, often at the expense of the restaurant owner. Refunds are granted automatically, without investigation and without consulting you. The amount is directly deducted from your next payments.
Lost every month
Average amount of uncontested refunds per restaurant per month on delivery platforms.
Automatic refunds
Over 70% of refunds are granted automatically without any verification with the restaurant.
Recovery rate
Success rate for disputes documented with photographic evidence and order logs.
Types of abusive refunds
Understanding the most common fraud patterns helps you prepare better and build solid dispute files. Here are the three main categories.
Fictitious "missing" items
The customer claims that one or more items are missing even though the order was fully prepared and verified. This is the most common type of fraud: it represents about 60% of abusive disputes. Some customers repeatedly do this across multiple restaurants.
"Wrong order" received
The customer claims to have received a different order from what was placed. In reality, they received their items but are seeking a free refund. This type of claim is difficult to contest without photographic evidence taken before packaging.
Invented "quality" problem
The customer reports a quality issue (cold dish, undercooked, bad taste) to get a full refund even though the preparation was correct. Platforms almost systematically refund this type of claim without verification.
6 steps to dispute a refund
Follow this methodical procedure to maximize your chances of recovering unjustly deducted amounts. Each step is essential for building a solid case.
Identify the disputed order
As soon as you receive the refund notification, note the order number, date, time and exact contents. Check in your POS system or on the partner portal that the order was prepared and handed to the delivery driver.
Act within 7 days of the refund. After this deadline, platforms generally refuse disputes.
Gather evidence
Collect all available evidence: photos of the order before packaging, timestamp of handover to delivery driver, customer order history, recurrence of their claims. The stronger your file, the higher your chances of success.
Timestamped photos are your best weapon. Get into the habit of photographing each order before closing the bag.
Access the dispute portal
On Uber Eats, go to Uber Eats Manager > Orders > Filter by "Adjustments". On Deliveroo, use Partner Hub > "Payments" section > "Adjustments and corrections". Each platform has its own dispute process.
Keep your partner portal credentials accessible. Time lost looking for them is time lost for disputing.
Write the formal complaint
Write a factual, structured and emotionless message. Include: the order number, date and time, details of what was prepared, attached evidence and the precise reason why the refund is unjustified.
Avoid direct accusations against the customer. Stay factual: "The order was prepared according to the received order and handed to the driver at XX:XX".
Submit and track
Submit your dispute via the portal and note the ticket number. Processing time is generally 5 to 15 business days. If you have no response after 10 days, follow up with the reference number.
Create a tracking spreadsheet (Excel or Google Sheets) to track your disputes, their status and the amounts at stake.
Escalate if necessary
If the first dispute is rejected, you can escalate. Request a review by providing additional evidence. As a last resort, contact your account manager if you have one, or use advanced complaint channels.
Document every exchange. A complete history of your attempts strengthens your case in case of escalation.
Evidence to collect systematically
The quality of your evidence directly determines your success rate. Establish these documentation habits now, even before you need to dispute anything.
Photos before packaging
Photograph each open order before closing the bag. Include the order ticket visible in the frame. The automatic timestamp on your phone serves as temporal evidence. This is the most powerful evidence you can provide.
Delivery logs
Keep handover confirmations to the delivery driver with the exact time. On Uber Eats Manager, you can download the detailed history of each order including preparation time, handover time and driver name.
Timestamps
Note the order reception time, preparation start time, end time and handover time. This data is available on partner portals and constitutes an irrefutable timeline.
Customer history
If the same customer has already made multiple claims, report it. Platforms have internal fraud detection systems. A customer who has claimed 5 times in a month across different restaurants is a strong signal of abusive behavior.
Formal complaint template
Use this template as a basis for writing your disputes. Adapt it to each situation by changing the elements in brackets.
Dispute template — Copy and adapt
Subject: Refund dispute — Order [NUMBER]
Hello,
I am disputing the adjustment made on order [NUMERO DE COMMANDE] dated [DATE] at [HEURE] for an amount of [MONTANT] euros.
The order contained: [LISTE DES ARTICLES].
The entire order was prepared in accordance with the order received and handed to the delivery driver at [HEURE DE REMISE]. I have the following evidence:
- Photo of the complete order before packaging (timestamped)
- Delivery confirmation to driver [DRIVER NAME]
- Preparation history on our POS system
I kindly ask you to review this case and restore the amount on my next payment.
Sincerely,
[NOM DU RESTAURANT]
[ADDRESS]
[PHONE]
Tip: Always attach your evidence as attachments (photos, screenshots). A message without evidence has less than 10% chance of succeeding.
Success rates and best practices
Disputing systematically and methodically makes a significant difference to your revenue. Here are the figures observed by restaurant owners who apply these methods.
Success factors
Timestamped photos before packaging
Increases success rate from 40% to 65%. This is the most determining factor.
Dispute within 48 hours
Fast disputes have 25% more chance of succeeding than those submitted after 5 days.
Customer complaint history
If the customer has a history of multiple complaints, mention it. Platforms cross-reference this data.
Factual and structured tone
Emotional or aggressive complaints are systematically rejected. Stay professional and factual.