Uber Eats Delivery Complaints in Colombia (2026 Guide)

In Colombia, Uber Eats delivery complaints follow the platform's merchant policies and fall under oversight by the Superintendencia de Industria y Comercio (SIC). For issues like missing items, incorrect orders, or poor service quality, start by using Uber Eats' official support channels in the app or website. These handle adjustments or refunds based on their terms of service and customer support guidelines. If unresolved, escalate to the SIC, which has required Uber Eats to verify compliance with consumer rights on service quality and accurate information, as seen in past investigations.

The SIC explicitly includes Uber Eats among e-commerce platforms subject to consumer protection rules. This process relies on Uber's internal merchant policies, not other payment dispute methods.

What Controls Uber Eats Delivery Complaints in Colombia

Uber Eats Colombia's terms of service, delivery policy, refund policy, and customer support guidelines govern delivery complaints. These determine eligibility for adjustments or refunds for reported issues.

The Superintendencia de Industria y Comercio (SIC) provides oversight for consumer protection in e-commerce, including platforms like Uber Eats. The SIC has investigated Uber Eats for compliance with rights to service quality, accurate information, withdrawal (retracto), and payment reversals, as documented in their Sede Electronica news on e-commerce irregularities. Colombian consumer protection laws via the SIC apply to service contracts on such platforms.

What Does Not Control Delivery Complaints

Delivery complaints with Uber Eats Colombia follow merchant policy and SIC guidelines. Credit card chargebacks, EFT/ACH disputes, wire transfers, or remittance regulations do not apply here.

US or EU consumer laws, such as those from the FTC or DSA, have no role. Global Uber policies without Colombia-specific confirmation also do not override local merchant terms or SIC oversight. Processes from other jurisdictions, like Chile, differ and do not control claims in Colombia.

Steps to Report and Escalate a Delivery Issue

Contact Uber Eats Colombia support through the app or website's official channels. Select the order and report the problem for review under their policies.

If Uber does not resolve the issue, escalate to the Superintendencia de Industria y Comercio (SIC). The SIC handles consumer complaints against platforms like Uber Eats and can require verification of rights compliance. Use SIC's consumer protection channels for e-commerce service disputes.

FAQ

How does SIC oversee Uber Eats in Colombia?

The SIC oversees Uber Eats for consumer protection in e-commerce, including service quality and information rights, and has required compliance verification in investigations.

What types of delivery issues can I report to Uber Eats support?

Issues like missing items, wrong orders, or no delivery fall under Uber Eats merchant policies for review and potential adjustments.

Can I use credit card chargebacks for Uber Eats delivery problems?

No, delivery complaints follow Uber's merchant policy and SIC guidelines, separate from credit card chargeback processes.

What happens if Uber Eats does not resolve my complaint?

Escalate to the Superintendencia de Industria y Comercio (SIC) via their consumer protection channels.

Are there specific deadlines for reporting delivery issues?

Uber Eats policies require timely reporting, but no fixed deadlines are specified in available primary sources.

Does Uber Eats Colombia have unique terms for refunds?

Refunds follow Uber Eats Colombia's refund policy within their terms of service, subject to SIC oversight for compliance.

For delivery issues, first use Uber Eats Colombia support channels. Escalate unresolved complaints to the SIC.