Uber Eats keeps almost everything inside its app, and one deadline shapes the whole process: Uber says to report missing, wrong or undelivered orders within 48 hours. After that, a refund becomes harder. If you remember only one thing from this page, report quickly and with a photo.
The 48-hour rule
Uber tells customers to report order problems within 48 hours, after which it may not be able to refund you. Treat that as a hard limit even when you plan to think about it first. A report filed on the same evening, with a photo, is the strongest position you can be in.
Reporting step by step
- Open Orders in the app and pick the order.
- Tap Help and choose the matching issue: missing, wrong or never arrived.
- Add photos of the food and the receipt in the bag before you eat or discard anything.
- Pick the remedy you want where the option is offered.
| Problem | Where |
|---|---|
| Missing or wrong items | Orders, the order, Help |
| Issue with the delivery person | Help, then the option about your delivery person |
| Anything else | help.uber.com, then Uber Eats |
Why photos decide outcomes
Uber's merchant pages explain that refunds can be charged back to the restaurant after review, which means the platform wants evidence before it pays. A clear photo of the wrong item, plus the order label, tends to settle the question. It also protects you if Uber later asks you to justify the claim.
Refund refused
- Reply in the same help thread and ask for a review of the decision.
- Paid by credit card for an order that never came? A chargeback is possible, and the chat history is your evidence (guide).
- Got sick after eating? Tell your local public health unit about the restaurant, not only the app.
- Repeated unfair charges can go to your provincial consumer office (Ontario: 1-800-889-9768).
Let Asya draft the review request for your Uber Eats order, with the timing and photos spelled out.
Draft My Uber Eats Message →Frequently Asked
How do I contact Uber Eats in Canada?
Open the app, go to Orders, pick the order and tap Help. Uber directs customer support through the app.
How long do I have to report a problem?
Uber says to report within 48 hours. After that it may not be able to give a refund.
What if the delivery person was the problem?
Use the app's Help option about your delivery person on that order, and describe what happened with the time.
Uber Eats refused my refund.
Reply in the same chat and ask for a review. If you paid by credit card and the order never came, ask your card issuer about a chargeback.
Subscriptions and unexpected fees
If a membership charge or fee surprised you, open your account in the app and read the receipt line by line. Ask support to explain each item in writing, and request a refund for a charge you did not mean to make. Manage or cancel a subscription before its renewal date, and take a screenshot of the cancellation.
Sources & Verification
The time limit and help routes below are taken from Uber's own help pages.
ComplaintCA is not affiliated with Uber. Menus and time limits can be updated, so follow what your app shows. General information only.