[{"data":1,"prerenderedAt":267},["ShallowReactive",2],{"blog-article-en-fraude-remboursements-livraison-reclamations-abusives":3,"blog-locales-fraude-remboursements-livraison-reclamations-abusives":241,"blog-related-en-fraude-remboursements-livraison-reclamations-abusives":250},{"id":4,"title":5,"body":6,"category":229,"categoryColor":230,"date":231,"description":232,"extension":233,"meta":234,"navigation":235,"path":236,"readTime":237,"seo":238,"stem":239,"__hash__":240},"blog\u002Fblog\u002Fen\u002Ffraude-remboursements-livraison-reclamations-abusives.md","Refund fraud in delivery: spotting and limiting abusive claims",{"type":7,"value":8,"toc":218},"minimark",[9,13,21,26,29,63,67,70,83,87,94,108,111,115,118,146,149,153,156,159,163,183,187,190,211],[10,11,12],"p",{},"The vast majority of delivery claims are genuine: something forgotten in the kitchen, a spilled bag, a late courier. But a small share isn't. Some customers have figured out that reporting a \"missing item\" after every order often results in an automatic refund. For the restaurant, these abusive claims cost twice: the refund itself, and the time spent handling them.",[10,14,15,16,20],{},"The goal isn't to suspect everyone. It's to ",[17,18,19],"strong",{},"spot abnormal patterns"," so you can focus your efforts where they matter.",[22,23,25],"h2",{"id":24},"the-signals-that-should-alert-you","The signals that should alert you",[10,27,28],{},"An isolated claim proves nothing. Repetition is what speaks:",[30,31,32,39,45,51,57],"ul",{},[33,34,35,38],"li",{},[17,36,37],{},"The same customer"," regularly reports a problem, on different orders.",[33,40,41,44],{},[17,42,43],{},"Always the same reason",": \"missing item\" on the most expensive item in the order, \"never received\" on orders delivered to the same address.",[33,46,47,50],{},[17,48,49],{},"Claims concentrated"," on a specific time slot or area, with no similar problem elsewhere.",[33,52,53,56],{},[17,54,55],{},"A reason that doesn't match"," your checks: bag checked and closed in front of a witness, \"ready\" status sent on time.",[33,58,59,62],{},[17,60,61],{},"A sudden rise"," in the claim rate with no change in your organisation.",[22,64,66],{"id":65},"step-1-link-every-claim-to-its-order","Step 1: link every claim to its order",[10,68,69],{},"You can't spot a pattern if refunds are scattered across each platform's statements. Every claim must be linked to the original order, with its reason, amount and time.",[10,71,72,73,78,79,82],{},"That's what ",[74,75,77],"a",{"href":76},"\u002Fen\u002Ffonctionnalites\u002Flitiges","Pepprio"," does for Uber Eats and Deliveroo: every dispute comes in automatically within a minute, linked to the order and categorised by reason — missing item, delay, quality or ",[17,80,81],{},"customer fraud",".",[22,84,86],{"id":85},"step-2-measure-then-set-thresholds","Step 2: measure, then set thresholds",[10,88,89,90,93],{},"Calculate your ",[17,91,92],{},"claim rate by reason"," (claims ÷ orders) over a given period, then set a threshold above which you investigate. Track it:",[30,95,96,99,102,105],{},[33,97,98],{},"by platform,",[33,100,101],{},"by location and by brand,",[33,103,104],{},"by time slot,",[33,106,107],{},"by product.",[10,109,110],{},"A threshold being exceeded doesn't mean fraud: it means \"take a closer look\". With automatic alerts, you don't have to watch your dashboards constantly.",[22,112,114],{"id":113},"step-3-secure-the-evidence-when-the-order-leaves","Step 3: secure the evidence when the order leaves",[10,116,117],{},"The best defence is simple evidence, taken at the right moment:",[30,119,120,127,133,139],{},[33,121,122,123,126],{},"a ",[17,124,125],{},"bag-closing checklist"," ticked for every order;",[33,128,122,129,132],{},[17,130,131],{},"seal"," or closing sticker on the bag;",[33,134,122,135,138],{},[17,136,137],{},"photo of the contents"," before closing for large orders;",[33,140,141,142,145],{},"the ",[17,143,144],{},"time of the \"ready\" status"," recorded by your kitchen display and sent to the platform.",[10,147,148],{},"These elements help both to contest an unjustified refund and to fix your own mistakes when the claim is well-founded.",[22,150,152],{"id":151},"step-4-contest-and-report-repeated-abuse","Step 4: contest, and report repeated abuse",[10,154,155],{},"When a claim seems unjustified, contest it quickly with the platform, with your time-stamped evidence. Procedures and deadlines are specific to each platform: check your partner terms.",[10,157,158],{},"If the same customer keeps filing dubious claims, report them to the platform, grouping the orders concerned. A structured file (dates, amounts, reasons, evidence) carries much more weight than case-by-case contests.",[22,160,162],{"id":161},"what-not-to-do","What not to do",[30,164,165,171,177],{},[33,166,167,170],{},[17,168,169],{},"Refuse to prepare"," a customer's orders: platforms strictly regulate what a restaurant can do.",[33,172,173,176],{},[17,174,175],{},"Reply aggressively"," in reviews: stay factual, the reply is public.",[33,178,179,182],{},[17,180,181],{},"Contest everything",": systematic contests lose credibility. Keep them for well-supported cases.",[22,184,186],{"id":185},"the-right-balance","The right balance",[10,188,189],{},"An effective anti-fraud policy is almost invisible to honest customers. It rests on three pillars:",[191,192,193,199,205],"ol",{},[33,194,195,198],{},[17,196,197],{},"See"," every claim, linked to its order, the same day.",[33,200,201,204],{},[17,202,203],{},"Spot"," patterns using thresholds and grouping by customer, reason and time slot.",[33,206,207,210],{},[17,208,209],{},"Prove"," with evidence taken when the order leaves.",[10,212,213,214,82],{},"For the contest procedure itself, read our guide ",[74,215,217],{"href":216},"\u002Fen\u002Fblog\u002Flitiges-remboursements-uber-eats-deliveroo-contester","Uber Eats and Deliveroo disputes and refunds",{"title":219,"searchDepth":220,"depth":220,"links":221},"",2,[222,223,224,225,226,227,228],{"id":24,"depth":220,"text":25},{"id":65,"depth":220,"text":66},{"id":85,"depth":220,"text":86},{"id":113,"depth":220,"text":114},{"id":151,"depth":220,"text":152},{"id":161,"depth":220,"text":162},{"id":185,"depth":220,"text":186},"Strategy","is-danger","2026-09-27","Fake missing items, repeated \"never received\" orders: how to spot abusive Uber Eats and Deliveroo claims and protect your margin from refund fraud.","md",{},true,"\u002Fblog\u002Fen\u002Ffraude-remboursements-livraison-reclamations-abusives","6 min",{"title":5,"description":232},"blog\u002Fen\u002Ffraude-remboursements-livraison-reclamations-abusives","Xz0wTiYQbMNTdXvh75U6wJxKbnpSDLSmTCOjpVo5tEs",[242,243,244,245,246,247,248,249],"ar","ca","de","en","es","fr","it","pt",[251,256,262],{"path":252,"title":253,"description":254,"category":229,"categoryColor":230,"date":255,"readTime":237},"\u002Fblog\u002Fen\u002Fautomatisation-cuisine-restaurant-tendances","Automation in the kitchen: where are we in 2025?","Robots, AI, intelligent inventory management: the restaurant kitchen is being digitized. A status report and concrete perspectives for restaurateurs.","2025-02-28",{"path":257,"title":258,"description":259,"category":229,"categoryColor":230,"date":260,"readTime":261},"\u002Fblog\u002Fen\u002Fchecklist-ouverture-restaurant-livraison","Opening your restaurant for delivery: a complete checklist to get off to a good start","Do you launch delivery through your restaurant? Here’s the comprehensive checklist to make sure you don’t forget – equipment, platforms, processes.","2025-04-02","8 min",{"path":263,"title":264,"description":265,"category":229,"categoryColor":230,"date":266,"readTime":237},"\u002Fblog\u002Fen\u002Fclick-collect-restaurant-developer","Click & Collect for restaurants: why it’s the most profitable channel","The client orders online and picks up from your location. No commission, no delivery driver, maximum margin. How to develop this channel.","2025-06-15",1790617960493]