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Uber: Refund Request Process

Learn how to request refunds for Uber delivery fees, including eligibility, process, and handling lost or missing items.

Rafael avatar
Written by Rafael
Updated over a week ago

If you need to request a refund for Uber delivery fees or other issues, follow this guide to ensure your refund request is processed correctly.


Verify Automatic Refund

First, check the order details in the Journeys Dashboard (accessible via the truck icon on the New Order page) to see if the refund was automatically processed.

📌 Note: Uber orders can be canceled up until a courier is assigned. After that, delivery fees may apply even if the order is canceled or not completed.


How to Request a Refund

To request a refund, contact the CleanCloud Team with the following information:

  1. CleanCloud Order ID

  2. Uber Order ID or Delivery Token

  3. Order details (delivery date, customer contact)

  4. Reason for the refund request

Once submitted, CleanCloud will escalate your request directly with Uber.

ⓘ Important: Refund requests must be submitted within 7 days of the order completion date. The Uber Direct Support Team will review the case and decide if a refund is appropriate. Disputes must also be submitted within 7 days of the initial response.


Refund Matrix

1. Delivery Fee Refund Eligibility

Scenario

Refund Eligibility

Uber Canceled Orders

Yes

Store/Customer Canceled

No

Customer Not Found/Unavailable

No

Order Marked Completed but Never Received

Requires Investigation

Order Wrong/Missing Items

Requires Investigation

Lost Order

Requires Investigation


2. Missing or Lost Items Refund Eligibility

For missing or lost items, an investigation request will be submitted to Uber. Provide the same details as above when contacting CleanCloud.

📌 Note: Refunds are capped at $200. If the order value exceeds this limit, Uber will not consider the refund request. Refund requests must be submitted within 7 days of the order creation date.


Contacting Uber Support

  • Live Order Support: Call 1-866-987-3750 (24/7). Have your Uber Order ID or Delivery Token ready.

For more details, refer to Contacting Uber Support.


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Explore our Help Center articles for answers. Contact us for further assistance.

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