Undelivered Order

I placed an order using UberEats app and the driver by the name Frank collected the order and I kept on tracking him on the App as I could see that he was getting lost I reached out to him and sent him direction on the app chat portal. He failed to deliver and now UberEats does want to refund me for the undelivered order stating

We reviewed your order again and can confirm that it isn’t eligible for a refund.

The delivery partner followed our policy and waited the required amount of time at the delivery address before marking the order as completed.

Going forward, please make sure to turn on your notifications in case the delivery partner tries to contact you through the app.

We appreciate your understanding. UberEats is a ****