Uber Eats responded to Procon-SP this Tuesday (8) about solutions offered to customers who take the delivery scam, in which the delivery person demands payment of an additional fee, even after the delivery has been made. The agency asked the delivery platform to explain what are the possible solutions offered to consumers who are victims of crime.
Uber Eats doesn’t make it clear how to prevent delivery scam
The company claims to be a mere “facilitator” of services from restaurants to consumers – the Procon-SP sees an attempt to exempt from responsibility for the coup by partner deliverymen. The notification from the consumer protection agency comes after complaints from Uber Eats service to customers who are victims of the frame.
“For Procon-SP, this is an unreasonable attitude, since this entire relationship is one of consumption and characterized by a chain of suppliers, jointly responsible, and Uber Eats must therefore bear any damage caused to consumers by the act or omission of its partners commercials.” says the organ in a press release.
Procon-SP analyzed the response from Uber Eats; and stated that the company violates the Consumer Defense Code (CDC) because it does not make it clear to the customer that he can ask for a refund of the amount from the payment methods or report the crime to the police. The company’s only posture, according to the agency, is to ban the account of the deliveryman who applied the coup.
Uber Eats warns, on its page, that the user does not pay for deliveries with the credit card at the machine, nor debit money for extra charges demanded by the delivery person – a notification arrives to the customer with the payment information of the order.
However, for Procon-SP it was not “fully demonstrated” in a “clear, prior and precise” way that the consumer does not need to pay extra fees or additional values, in addition to the cost of delivery – which, again, hurts the CDC.
According to Fernando Capez, executive director of Procon-SP, the information from Uber Eats to prevent the coup is not enough:
“The information is not provided in an ostensible way, inducing the consumer to believe that the additional payment is due. It is the platform’s duty that the service offered by it be made available and provided securely and not simply claim that, like the consumer, he is also a victim of fraud”
Uber Eats responded to the contact from Techblog. Check out the company’s note in full:
On UberEats, card payments (debit and credit) can only be made through the platform: “card machine” is not accepted as an official means of payment. We are continually enforcing that users always pay as stated in the order. It is noteworthy that Uber always informs its users that it does not rectify values and never makes additional charges through partner delivery, either with money or with a machine.
The company has a support team available 24/7, which analyzes it individually on a case-by-case basis. Contact can be made through the help menu of the app itself or through the website https://help.uber.com/pt-BR/ubereats.
iFood was fined R$2.5 million per coup
In August 2020, iFood, one of the main competitors of Uber Eats, was fined by Procon-SP for “poor service provision, abusive clauses and other violations of the Consumer Defense Code”. The penalty applied in the case was R$ 2.5 million.
In the notification, Procon gathered 125 complaints from users who took the delivery scam: the delivery person appears at the customer’s house with a cracked display and a small machine, demanding the payment of an additional fee. Complaints were collected between March and July 2020.
With information: Procon-SP