We’ve rolled out a new feature in Uber Eats Manager that gives you greater visibility into certain chargebacks.

For eligible orders, you can now view customer-submitted photos and comments that help explain why a refund was issued. This is designed to give you clearer context and help you make more informed decisions when reviewing or disputing chargebacks.

What’s changing?

For some chargebacks (starting with wrong item and partially wrong item issues), you might now see:

• Photos provided by the customer.
• Comments outlining the issue.
• A clear indication on the Orders page when evidence is available.

This information is available in Uber Eats Manager in:

• The 'Order details' side-pane (i.e. when clicking into an order on the Orders page).
• The 'Dispute a refund' flow when submitting a dispute for an order error adjustment.

Why we’re bringing this in

We’ve heard that not having enough detail about chargebacks can be frustrating. This update is designed to:

• Give you more transparency about why refunds are given.
• Help you better understand issues that might be within your control.
• Reduce the need to lodge disputes without all the context.
• Support fairer and more consistent outcomes.

How does it work?

When a customer reports an issue with their order (e.g. if one of the items in their order was incorrect) they might submit photos and/or comments. If this information is relevant, it will be shown to you in Uber Eats Manager where you can review the provided evidence and decide whether or not to dispute the chargeback.

How to view customer evidence

1. Go to Orders in Uber Eats Manager.
2. Find an order with an order error adjustment (a "chargeback").
3. Click into it to open the 'Order details' panel.
4. Look for the section showing customer photos and comments (where applicable).

How to dispute using this information

When you submit a dispute, you'll be able to see any relevant customer photos and comments that were provided. If you reckon the evidence is wrong or not related, you can select: “Evidence is incorrect or unrelated to issue”; and you can also give extra details to support your dispute.

Handy tip! Upload your own evidence when disputing an order error adjustment: You can upload photos and videos when submitting a dispute across all chargeback issue types. This lets you:

• Provide proof that the order was accurate.
• Share evidence of preparation or packaging.
• Back up your case with supporting materials.

Important notes about customer evidence

• Photos and comments are submitted directly by customers.
• This information is reviewed by automated systems before being shown.
• In some cases, evidence may not be available for a chargeback.
• If you believe the evidence is incorrect or unrelated, you can dispute it.

Need more help?

If you have questions about chargebacks or disputes, please visit the Help Centre or get in touch with support.