This guidance is for U.S. consumers. If an Uber Eats order arrives crushed, leaking, spoiled, missing, or otherwise unusable, report the affected order in the Uber app after you inspect it and ask for the remedy you want. If an Uber driver scratched your car or damaged another possession, report a safety or property incident instead of filing it as an ordinary food-refund request.

Those are separate problems. An order complaint is generally reviewed through order support. Physical damage may involve the driver, an insurer, your own insurance policy, and state law. The result can depend on what happened, whether the driver was active in the app, and where the incident occurred.

Identify the loss before choosing a support route

A cold meal, broken container, or missing grocery isn't automatically an auto-insurance claim. Start with the order record. Damage caused by a vehicle, door, cart, or delivery handling is a separate physical-damage issue.

Preserve your evidence before you report

Protect your health and safety

Don't eat food that appears spoiled, contaminated, or unsafe. If you can do so safely, photograph it before disposal and keep any records related to illness or medical care. Seek medical attention for a serious reaction or illness.

For a vehicle or property incident, move away from traffic and don't confront the driver. Call emergency services if there is an injury, a collision, or an immediate safety risk.

Take photos that show both the problem and its extent

Start with a wide photo of the delivery or damaged object. Follow it with close-ups of the specific problem. For an Uber Eats order, photograph:

• The outside of each bag or package
• Broken seals, leaks, crushed containers, and labels
• Every affected item
• The receipt or order label, if available
• The complete order if you say the damage made all of it unusable

If an order has several bags, label or identify them clearly, such as "1 of 2" and "2 of 2." Uber's merchant-facing Order Errors guidance specifically recommends numbering multiple bags.

For vehicle or property damage, photograph the entire car or object, the close-up damage, the surrounding area, and anything that helps show what happened. Save security-camera or dashcam footage before it is overwritten.

Photos can support a claim, but they don't guarantee approval or a particular refund.

Save the app records and your own timeline

Take screenshots of the receipt, order or trip details, delivery time, driver or vehicle information, delivery photo, and messages. Write down:

• What happened and when
• Which items were affected
• Whether the driver was picking up, delivering, or completing a ride
• What you paid or what the repair is expected to cost
• Witness names and contact details
• Any police or incident report number

The Federal Trade Commission's guidance on resolving a problem with a business also recommends keeping notes and saving copies of online chats and customer-service forms.

Ask for a defined remedy

Say exactly what you want. For example, request a refund for two damaged containers rather than writing only that "the order was bad." If the entire order was unusable, identify the reason and request a review of the full amount. For property damage, attach a repair estimate when one is available and request reimbursement for the reasonable loss.

Keep the account factual. Don't exaggerate damage or describe an ordinary quality complaint as a safety incident.

Report a damaged Uber Eats order

Use the order record rather than a general complaint form when possible:

1. Open the Uber app and go to your order history.
2. Select the affected Uber Eats order and open Help or the order-support option.
3. Choose the closest issue category, such as damaged, missing, spoiled, or incorrect items. Menu names can change, so select the category that most accurately describes the problem.
4. Name each affected item and describe its condition plainly.
5. Upload the photos, receipt, and delivery evidence.
6. State whether you're requesting a partial refund, a full refund, or another review.
7. Save the confirmation, case number, submitted description, and any reply.

You can use a message like this:

Order #[number] was delivered on [date] at [time]. The [item] arrived [specific condition], and [number] of [total] items were affected. I attached photos of the packaging and items. Please review a refund for [item or amount] and confirm the case number.

Report the problem the same day whenever possible. Uber's merchant-facing Order Errors guidance says errors reported more than 96 hours after the order was placed may fall outside that particular process. That page doesn't establish one universal deadline for every consumer account, but it is a reason not to wait. Follow any deadline or instruction shown in your app or support case.

Don't assume a full refund is automatic. The appropriate resolution may depend on the affected items, the evidence, the merchant's records, and the order history. Explain why the whole order was unusable if you're requesting all charges back. Also ask whether an approved remedy covers the item price, delivery charges, or another part of the transaction; don't assume every charge will be treated the same way.

If support requests more information, reply in the original case thread and keep the facts consistent.

If a driver damaged your car or another possession

A scratch caused during pickup or drop-off is not handled like spoiled food. Treat it as an incident involving property damage.

Document the scene

If it's safe, photograph or record:

• The full damaged vehicle or object
• Close-ups of each mark, dent, or other damage
• The location, parking area, road conditions, and nearby objects
• The driver, vehicle, license plate, or other identifying details that are visible
• Any contact point or debris that helps explain the damage

Save security-camera or dashcam footage and ask witnesses for their contact information. If there was a collision, injury, or substantial damage, follow the reporting requirements that apply where it occurred. Emergency or police assistance takes priority over contacting app support.

Uber's ride-crash instructions tell users to photograph vehicle damage and the surrounding scene and to keep police-report information and witness details for the claims process.

Report the incident in the app

Open the related trip or delivery, select Help, and look for a safety, crash, or incident-reporting option. Describe the property damage and include:

• The trip or order number
• The date, time, and location
• What the driver or vehicle did
• The point of contact or impact
• Photos and video
• Witness or police-report information
• A repair estimate or other proof of loss

If no category fits, contact Uber support and say clearly that you're reporting third-party property damage caused during an Uber ride or delivery. Ask for a claim number and the name or contact details of the claims administrator or insurer handling it.

Notify your own insurer when your policy requires it

Check your auto, renters, or homeowners policy for notice requirements and ask your insurer what information it needs. Notification doesn't by itself mean you're admitting fault or giving up a claim against another party. Your insurer can explain whether your policy may respond, whether a deductible applies, and how to protect your coverage.

Uber's insurance information for drivers is written for drivers. It isn't a blanket promise that every customer's property claim will be paid. The incident, the driver's status in the app, the vehicles involved, the applicable policy, the evidence of causation, and state law may all affect coverage. Don't assume Uber insurance applies simply because the driver was using the Uber app.

Get a written repair estimate and keep invoices, towing bills, rental costs, and other directly related records. Read any proposed release carefully before signing it, especially if the full extent of the damage isn't known yet.

How insurance fits into the claim

The type of loss determines the first route:

Don't rely on a generic "$1 million" insurance statement found online. A policy limit doesn't establish that the policy covers your loss, that the driver was in the required covered status, or that the amount of damage has been proven. If a claim is denied, ask which insurer made the decision and request the coverage position and reason in writing.

If Uber denies or closes the case

First find out what issue caused the denial. It could concern the evidence, amount requested, timing, order record, responsibility for the physical damage, or insurance coverage. Ask support to identify the specific problem rather than sending the same message repeatedly.

A focused follow-up should include:

1. The case or claim number
2. A short date-and-time timeline
3. The exact food item or property damaged
4. The photos, receipts, and records already submitted
5. Any new repair estimate, witness information, or report
6. The resolution you're requesting

Ask whether the matter belongs in order support, safety support, or an insurance claim. For an insurer's denial, request the written reason, the coverage issue being relied on, and the next review step.

The FTC recommends being clear about what you want, explaining the problem to each representative, keeping records, and putting the complaint in writing when customer service hasn't resolved it. A written complaint to Uber should identify the case number, order or trip, relevant dates, evidence already provided, and a reasonable remedy.

Other escalation options

For a low-value order dispute, a dated written complaint is usually the most practical next step. If you believe the issue reflects a broader deceptive billing or customer-service pattern, you can review the FTC complaint information. An agency complaint is separate from Uber's refund decision and doesn't guarantee individual recovery.

If an insurer is involved, find your state's department of insurance through its official website and check its complaint process. Include the denial, claim number, policy correspondence, photographs, and estimates.

Small claims court may be available for a modest property-damage dispute, but the filing deadline, dollar limit, correct defendant, and procedure vary by state. The FTC notes that some states set small-claims limits as high as $25,000. Check your state's court rules and Uber's current terms before filing. A lawyer or legal-aid organization may be useful for a substantial loss, injury, or complicated coverage dispute.

Common questions

Is there a universal 48-hour deadline for a damaged Uber Eats item?

The evidence available here doesn't establish one. Report the issue immediately. Uber's merchant order-error material refers to reports made more than 96 hours after an order was placed, but that isn't proof of a single deadline for every consumer claim or account.

Can I request a full refund for spoiled or damaged food?

Yes, you can request one and explain why the order was unusable. If only some items were affected, list them and request a partial refund if that reflects the loss. Uber's support review determines the available resolution; photos don't guarantee approval.

Does Uber insurance automatically pay if a driver scratches my car?

No. Uber or an insurer may review the property-damage claim, but the result can depend on the driver's app status, what happened, the policy, state law, and evidence linking the driver to the damage. Report the incident to Uber and notify your own insurer according to your policy.

What if the driver denies causing the damage?

Don't argue with the driver or change your description. Submit scene photos, video, trip or delivery records, witness details, and a repair estimate. Ask Uber or the claims administrator for a written review, and keep the denial and claim number.

How long will a damaged-item claim take?

The cited official material doesn't establish one general response or refund timeline. Save any deadline or estimate support gives you. If it passes, follow up in the same case using the case number.

If you haven't reported the problem yet, open the specific order or trip now, save the evidence first, and use the support category that matches the actual loss.