When Uber issues a refund or credit to the riders, do they get deducted from driver pay?
The Guru Take
Usually not, but it depends on the nature. Most often case-by-case basis.
Generally not. Uber does issue refunds and credits for various reasons, but they often do not come out of drivers' pay. Uber wants to keep their drivers happy just as they do customers, so when a refund is issued to improve customer service, they don't ding the drivers. Also, Uber knows it doesn't mean the driver did something wrong, if a rider complained or had a bad experience.
If by "credit", you mean ride credit for referring someone, no, that does not get taken out of the drivers' pay either. They get paid the full amount, and they don't even know you are using those ride credits.
However, sometimes adjustments can be made to historical trips, and this may reduce the pay. (or I suppose, if it's right after the payout, a driver's account could go into the negative territory) We hear from the drivers that this happens when some of the fault could potentially fall on the driver, say, when the user complained that
- a wrong or unnecessarily long route was taken
- an excessive wait time was charged during pick up.
- the requested route was not honored or the destination was inadvertently changed.
- there is a discrepancy in when and where drivers arrived at the site, picked up the passenger and where and when they were dropped off. (For example, the driver doesn't enter the drop off into the app in a timely manner, or they click on arrived even before they actually have arrived.)
Uber's support team can check the past trips including the GPS map. They claim they review these complains closely and make judgements on a case-by-case basis.
Just to be clear, Uber does not penalize the driver for every user complaint, even if it falls into one of the above. Also, they will not ding you for things outside of your control, say, when the user complains about:
- the legitimacy of the upfront pricing
- an unexpectedly long drive due to traffic.
- an "unreasonable" surge pricing.
- being charged for time looking for the driver.
I hope this is helpful. Check out some articles below:
- Uber didn't honor the upfront pricing! What is the point?! Is it not guaranteed?
- The Uber price didn't change, even after instructing the driver to take a different route. It should have been cheaper as the route I suggested was shorter and quicker.
- What happens when the Uber driver goes on a longer or bad route? (say, he misses the exit or intentionally go on a long-hauling?)