If an Uber Eats delivery arrives crushed, spilled, spoiled, broken, or otherwise unusable, open that order's Help flow and report the affected item as soon as possible. Photograph the item and packaging, identify everything affected, and ask for the remedy you want: a refund, replacement, or return instructions. Reporting a problem does not guarantee that Uber will approve a particular remedy.

Start with the order type

The support route depends on what you bought:

Order type Where to start Evidence to keep
Restaurant meal Report a food-quality or damaged-item problem from the order page Photos of the food, container, seal, and receipt
Groceries Report damaged, spoiled, missing, or incorrect items through the order Photos of each item, bag labels, expiry or use-by dates, and receipt
Retail merchandise Report the problem to Uber Eats and check the retailer named on the receipt Product, packaging, receipt, and serial number if applicable

Uber's order-error guidance for merchants says errors reported more than 96 hours after an order was placed can affect merchant adjustments. That page is written for merchants, so it doesn't establish a universal customer refund deadline or promise a refund. Report the problem promptly rather than waiting to test the 96-hour period.

How to report a damaged item in Uber Eats

  1. Preserve the evidence. Keep the item, packaging, labels, and receipt until Uber or the retailer tells you what to do. If food may be unsafe, don't eat it to prove the problem. Photograph it first and dispose of it safely if necessary.
  2. Take clear photos. Show the outside of the delivery bag, the seal, the full item, close-ups of the damage, and any label or use-by date. Keep the original images.
  3. Open the order. In the Uber Eats app, open Orders, select the affected delivery, and choose Help, Get help, or a similar support option. Names can vary by app version and market.
  4. Choose the closest issue category. Depending on the order, it may be called Damaged item, Food quality, Wrong or incomplete order, or Missing item.
  5. List each affected item. Include the item name, quantity, and what happened. If one product in a large order is damaged, say which one. If the entire order is unusable, explain how the damage affected it.
  6. Request a specific remedy. Ask for a refund for the affected item, a replacement if available, or instructions for returning a retail product.
  7. Save the case details. Keep the confirmation screen, case number, messages, photos, and any promised resolution.

A specific report is easier to review than a general complaint:

Order [number] was delivered on [date and time]. The [item] arrived [specific condition: spilled, crushed, or spoiled]. The packaging was [describe its condition]. I've attached photos of the item, packaging, and label. Please review this for a refund or replacement for [item].

Describe what you saw rather than assigning blame without evidence. For example, "The egg carton arrived crushed and several eggs were broken" is clearer and more neutral than accusing the driver or restaurant.

What evidence should you provide?

Support may ask for additional information. Include:

For multiple bags, identify which bag contained the problem. Uber's merchant guidance recommends numbering bags, such as "1 of 2" and "2 of 2." If the bags already have labels, include them in the photos. Otherwise, describe where each damaged item was found.

Don't clean up a spill, repair a broken product, or discard packaging before taking pictures unless leaving it in place creates a health or safety risk. For a damaged electronic item, don't power it on if doing so could worsen the damage.

Alcohol and other restricted products may have different delivery, return, or age-verification instructions. Follow the instructions shown in the order or provided by the retailer instead of assuming that the ordinary food-claim process applies.

Should you request a partial or full refund?

Match the request to the actual problem:

For missing items, Uber's merchant guidance says the refund is based on the item's sales price, including applicable tax or VAT at the time of the order. That guidance concerns missing-item adjustments; it doesn't establish that every damaged-item claim includes delivery charges, service fees, or tips. Ask support to state exactly what the proposed refund covers before closing the case.

Uber also says that multiple factors are considered in order-error reports and that it has measures to detect potentially fraudulent claims. Keep the report accurate, avoid duplicate submissions, and don't exaggerate the damage.

Retailer return rules for products bought through Uber Eats

A damaged retail product may be handled under the retailer's return policy rather than like a damaged restaurant meal. Uber's retailer return policy lists retailer-specific rules. Examples on that page include:

These examples aren't a universal rule for every retailer or product. The return generally goes to the retail location identified on the receipt, not to the restaurant or delivery person. Check the receipt and the retailer's current instructions before traveling to a store, and ask Uber support whether a return is required for your order.

How long does a damaged-item refund take?

The official material cited here doesn't set one universal customer review time or a fixed five-to-ten-business-day refund promise. An estimate in the app or a message from support is more relevant to your case than a general timeline.

If support says a refund was approved:

  1. Save the approval message and amount.
  2. Check whether it will go to the original payment method or be issued as account credit.
  3. Wait for the payment provider's stated processing period.
  4. If that estimate passes, return to the same support case and ask for the refund status or transaction reference.

Approval and posting are separate steps. Your bank, card issuer, weekends, and holidays can affect when a credit appears on a statement.

What if Uber Eats denies the claim?

Use the same order and support thread where possible:

  1. Restate the exact item, delivery date, and problem.
  2. Attach the clearest photos again if the case allows it.
  3. Say whether you're seeking a partial refund, full refund, or replacement.
  4. Ask why the claim was denied and what policy or missing evidence led to the decision.
  5. Request a manual review if the automated response didn't address the photographs.
  6. If the order involved retail merchandise, contact the retailer using the receipt and follow its return procedure.

Avoid opening several identical claims for the same order. One well-documented record is easier to follow and keeps your request clear.

Can you dispute the charge with a credit card?

A damaged delivery is not the same as an unauthorized transaction. If you authorized the Uber Eats charge, don't describe it as fraud. If Uber or the retailer doesn't resolve a problem in which the goods were materially not delivered as agreed, ask your credit-card issuer whether its billing-error process applies.

The Federal Trade Commission's credit-card guidance says to:

The issuer generally must acknowledge the dispute within 30 days unless it has already resolved the matter. It must resolve the dispute within two billing cycles, and no more than 90 days, according to the FTC. Its billing-error guidance explains the written-notice process in more detail.

These federal procedures apply specifically to credit-card billing errors. Don't assume the same 60-day rule applies to a debit card, prepaid card, bank transfer, or another payment method. Contact the relevant bank or payment provider promptly and follow its dispute instructions.

A card dispute governs the issuer's investigation; it doesn't guarantee extra compensation from Uber. Use accurate records and tell the issuer that you first tried to resolve the order problem.

Refund versus compensation

A refund returns some or all of the amount charged for the affected order. A replacement or account credit is a different remedy. "Compensation" can imply additional money for consequential losses, inconvenience, illness, or property damage, and an ordinary damaged-item claim doesn't automatically include those amounts.

For a serious food-safety incident, injury, or significant property loss, keep medical records, receipts, photographs, and correspondence. Available consumer remedies can depend on the location and facts. The sources cited here don't establish an automatic nationwide right to additional damages for every damaged Uber Eats delivery.

Quick answers

Is 96 hours the Uber Eats damaged-item deadline?

Uber's merchant-side order-error guidance refers to errors reported more than 96 hours after an order was placed. It isn't a universal customer refund promise, so report the problem immediately and check the instructions attached to your order.

Will Uber Eats refund the entire order?

Not necessarily. Explain whether one item, several items, or the whole order was unusable. The available remedy depends on the order details, evidence, merchant, and applicable policy.

Do you need photos to report damaged food?

You can report the issue without photos, but clear images of the food, packaging, labels, and damage provide useful evidence and may be requested during review.

Can a damaged Best Buy item bought through Uber Eats be returned?

Uber's retailer policy page lists a 15-day return or exchange period for Best Buy products with a receipt at the listed Best Buy retail location. Confirm the instructions for your specific purchase before returning it.

What should you do first after a denied refund?

Reply through the original order's Help case with the order number, affected items, photos, and the remedy you want. Ask for the reason for denial and whether a manual review is available.