The first step is definitely automated. I placed an order for two dishes on Saturday night with contactless delivery. When I picked the order up off my porch, there was only one dish. In the app, I went to flag a problem with the order. I chose the option for a missing item, it asked me which item and when I chose the item, it immediately refunded me for the item. That was fine, but I was still missing half my meal so I contacted the restaurant and driver.annara wrote: ↑ Uber Eats delivered an item that was not as described in the menu and refused to refund it.
After a number of tries I got an impression, that their customer service is fully automated robotic AI and not human, and it is programmed to reject any refund request by sending standard messages. So I sent them a message asking about this directly, and immediately got the same standard reply as before. From machine..
The restaurant delivered my missing dish and so I filed another request in Uber to get them to reverse the credit. This time I got a human response telling me "Don't worry, the restaurant still got paid for both dishes, you can keep the credit as a goodwill gesture".