Skip the Dishes Refund Adjustments Are Reducing Your Weekly Earnings
When a Skip customer claims an item was missing or wrong, Skip processes the refund and adjusts your weekly earnings statement — often without verifying what actually happened at your kitchen. PlatePal gives you the photographic record to dispute adjustments you didn't earn.
The Process
How Skip the Dishes Handles Refunds and Restaurant Adjustments
Skip the Dishes operates on a weekly payout cycle. Refunds approved by Skip during a week are reflected as adjustments in your earnings statement — reducing your net deposit. Here's how the system works.
Customer requests a refund through the Skip app
Customers navigate to their order history in the Skip app, tap "Get Help," and initiate a refund request for missing or incorrect items. Skip's system automatically assesses whether the items are eligible for refund based on order data and the customer's account history.
Skip approves the refund unilaterally
Skip processes eligible refunds — typically as Skip Credits to the customer — without notifying the restaurant first or requesting their input. The restaurant is informed via their weekly earnings statement, where the refund appears as a negative adjustment against their gross revenue.
Adjustment appears on your weekly statement
Your Skip Partner Portal earnings statement shows gross revenue, number of completed orders, any adjustments (refunds and rebates), taxes, and the net deposit amount. Because adjustments are bundled weekly, individual order-level deductions can be easy to miss.
Dispute by contacting Skip partner support
Skip's formal self-serve dispute portal for restaurant partners is limited. The primary channels for disputing a refund adjustment are email to [email protected] or phone to their support line. Unlike DoorDash or Uber Eats, Skip does not offer a built-in "Dispute" button in the Partner Portal for most adjustment types — making documentation and a clear paper trail even more critical.
Note for Canadian restaurants: Skip the Dishes is the dominant Canadian-focused food delivery platform, operating primarily in Canada under Just Eat Takeaway ownership. Their restaurant support and dispute processes are managed separately from US platforms — contact their partner support team for escalation paths specific to your province.
Why You Lose
Why Canadian Restaurants Struggle to Dispute Skip Adjustments
Skip's refund process is weighted toward fast customer resolution. Without a formal self-serve dispute portal, restaurants are left making their case through email — without evidence, that rarely works.
No self-serve dispute button
Unlike DoorDash's Merchant Portal dispute flow, Skip's Partner Portal does not offer a built-in mechanism to formally dispute individual order adjustments. Restaurant partners must contact support by email or phone — an asynchronous process that favors documented claims.
Weekly statements obscure individual losses
Because adjustments are summarized weekly rather than flagged per-order, many restaurant operators don't notice individual deductions. By the time a pattern is identified, the ability to dispute specific orders may have passed.
No evidence, no case
When a restaurant contacts Skip support to dispute an adjustment, Skip's team will assess the claim using their internal data — the customer's account history, the courier's delivery record, and any photos the customer submitted. Without your own counter-evidence, the default decision stands.
Courier fraud is invisible without footage
Cases have been documented of couriers marking orders as picked up and then failing to deliver, or removing items after pickup. Without a timestamped photo of the complete order at handoff, the restaurant has no defense against claims that trace back to courier behaviour.
Repeat claimers go unchallenged
Some customers systematically claim missing items across multiple orders. While Skip monitors claim patterns, restaurants have no visibility into which customers are repeat refund requesters — and cannot flag suspected abuse without a documented order-level record.
Margins are already thin
Skip's commission rates plus packaging costs leave most restaurants with 15–25% margins on delivery orders. Refund adjustments — even small ones — hit directly against these already-compressed numbers. At volume, the impact is significant.
What Works
Evidence That Supports a Skip Dispute
When contacting Skip partner support to dispute an adjustment, the strength of your case depends entirely on the documentation you can provide. Here's what carries weight.
Timestamped photo of completed order
A photo showing the full order — all bags, all items — at the moment it was ready for courier pickup, with a verifiable timestamp and the order reference. This is the strongest single piece of evidence you can submit to Skip support.
CCTV or kitchen footage
If your kitchen has security cameras that cover the handoff area, video footage showing order preparation and packaging is strong supporting evidence. The challenge is matching footage to a specific order ID and timestamp — which PlatePal handles automatically.
Order ID and date reference
Include the exact Skip order ID and order date in every dispute communication. This allows Skip's support team to cross-reference your evidence against their internal order data and courier records.
Pattern documentation
If a specific customer account has filed multiple refund claims against your restaurant, documenting this pattern — with order IDs and dates — can flag suspected refund abuse to Skip's team and prompt a deeper review.
The Solution
How PlatePal Creates the Evidence Skip Needs to See
PlatePal is a compact device that sits at your kitchen handoff point — the spot where completed orders wait for Skip couriers. Every time an order goes out, it automatically captures a timestamped photo tied to the order.
When a refund adjustment appears on your weekly Skip statement, you can search by order ID or date and retrieve the exact image of that order leaving your kitchen — with all bags visible, at the precise time of handoff.
PlatePal does not integrate with Skip's Partner Portal. You submit the evidence yourself when contacting Skip partner support — the same process they ask restaurant partners to follow when raising a dispute.
Every order documented automatically
No staff process to maintain. Every Skip order — and every other platform's order — is captured at handoff without any manual action.
Timestamp and order reference logged
Each photo is stored with a verified timestamp and order data, making it directly usable when contacting Skip support to dispute a weekly adjustment.
Built for Canadian restaurant workflows
PlatePal is designed around Canadian food delivery realities — including Skip's weekly adjustment cycle and email-based dispute process.
Step-by-Step
How to Dispute a Skip the Dishes Adjustment Using PlatePal Evidence
Skip's dispute process is contact-based. Here is exactly how to use PlatePal evidence to make your case to their partner support team.
Review your weekly earnings statement in the Partner Portal
Check your Skip Partner Portal earnings statement each week. Look at the "Adjustments" line. If the total seems high, drill into the order history to identify which specific orders have refund adjustments applied. Note the order IDs and dates.
Look up the order in PlatePal
Search PlatePal by the order ID or the timestamp from your Skip order history. Retrieve the photo of that order at handoff — showing all items were present and the bag was complete before the courier picked it up.
Contact Skip partner support with your evidence
Email [email protected] or call their support line. Include: the specific order ID, the date of the order, the date the adjustment appeared on your statement, the adjustment amount, your reason for disputing, and the PlatePal photo as an attachment.
Request a review against their internal data
Ask Skip's team to cross-reference your photographic evidence with the courier's delivery record and the customer's account history. If the photo shows a complete order at the kitchen, and the courier's GPS shows they visited the delivery address, a customer "missing item" claim becomes much harder to sustain.
Escalate patterns of suspected abuse
If the same customer account has filed multiple claims against your restaurant, present the complete order-level record showing fulfillment on each occasion. Documented patterns are more likely to trigger account-level review by Skip's trust and safety team.
Get Started
Document Every Skip Order. Dispute Every Unfair Adjustment.
PlatePal is in early access for Canadian restaurants. Apply for the pilot and start building the evidence record that makes every Skip dispute winnable.
Apply for Pilot AccessWorks across Skip the Dishes, DoorDash, Uber Eats, and your own online ordering — no platform API integration required.