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Uber Eats: Order Errors, Order Rescue, & Disputes

Meghan
Meghan
  • Updated

Disclaimer

If you have any issues, questions, or concerns regarding Store Operations with your Uber Eats store, please email help@leafly.com. From there, our Leafly Support Team will be able to help you further. 

 

This article covers information on Store Operations regarding Uber Eats, specifically around order errors and order rescue workflows and order payout disputes:

Order Errors

My Uber tablet is displaying "POS Error" and the order hasn't appeared on Leafly or my POS. What happened?

POSErrorUbeerTablet.png

  • This can occur for a number of reasons, the most common being:

    • Address or phone number validation failure

    • Over-ordered quantities of items in cart

    • Out of stock items in cart

  • You can still fulfill this order following the order rescue workflow below.

A customer ordered an item out of stock. How did that happen? 

  • Quantity checks are not performed at the time of checkout. This is true for orders placed on Leafly.com and on Uber Eats.
  • Menus sync every 10 minutes to Uber, so there is a possibility for a delay in information. Meaning if an item is out of stock, it will appear on Uber for 10 minutes until the next menu sync with Leafly.  
  • For any issues on out-of-stock items ordered or for any concerns, please email help@leafly.com to connect with our Support Team. 
We received an order under the set cart threshold. How did that happen? How do we proceed? 
  • If an order is received below the configured minimum cart, it is likely due to item availability. SKUs may be dropped if it isn’t in stock. 
  • Orders that come in like this are at your discretion to decide whether you would like to proceed with fulfilling that order considering it doesn't meet your basket minimum.
  • For any concerns or questions, please email help@leafly.com and our Support Team can assist you further. 

I use Cova or Greenline as my POS; why do orders appear as POS failed to Create Order when they are canceled? 

  • Both Cova and Greenline will cancel orders automatically if items ordered had over an available quantity or there was an out-of-stock item ordered in the cart. 
  • For any concerns, please email help@leafly.com to connect with our Support Team. 

Why didn't my Eatabit printer print an order receipt?

  • Your Eatabit printer is connected via Leafly Biz settings.
  • When orders do not flow through to Leafly, the Eatabit printer does not receive notice to print a ticket.
  • You may follow order rescue workflows to continue fulfilling the order.

Order Rescue Workflow

How do I rescue an order that is only appearing on my Uber Eats tablet?

To rescue orders that did not flow through to Leafly or your POS system:

  • Manually enter the order and its details into your POS system (#1 & #2).
  • Tap “Confirm” on the order via the Uber tablet (#3).
  • Prepare the order as usual.
  • Use the Uber tablet to mark the order Out For Delivery (#4), or use the Uber Driver app to update delivery status.
  • Tender the sale once the order is delivered.

How do I cancel an order if I do not wish to rescue it?

Payout Disputes

A customer was incorrectly refunded for an order and we are missing a payout from Uber. How do I dispute a partial or full refund for an Uber Eats order?

  • You can dispute orders from your Uber Eats Manager portal. To do so, navigate to the order in question and click the Dispute button:

When will I hear back about a dispute I submitted?

  • The Uber team will reply to you with the status of your dispute within 1-2 hours after submitting the dispute.

My dispute was rejected. What do I do now?

  • If a dispute is rejected, please email the details of your dispute (order number, reason for dispute) and any additional supporting documentation or other materials (signed delivery receipts, photos of orders, CCTV footage, etc.) to merchants@uber.com. The Uber Support Team will register this escalation and respond if further information is needed to process your dispute.
  • If you need additional assistance with your disputes, please contact help@leafly.com.

Disclaimer

If you have any issues, questions, or concerns regarding Store Operations with your Uber Eats store, please email help@leafly.com. From there, our Leafly Support Team will be able to help you further.