The size of the leak
Across multi-unit operators, disputes, adjustments, and chargebacks on marketplace channels typically run in the neighborhood of 6% of delivery sales. When those disputes are actually worked with evidence, roughly 60% are won.
On a chain doing $15M in delivery, that is roughly $900K in deductions with something on the order of $540K recoverable — money already earned.
Why it goes unworked
Windows are short, portals differ by marketplace, evidence lives in POS and KDS systems, and each individual dispute is worth a few dollars. No general manager will win that fight during a dinner rush, and no single finance analyst can cover a fleet.
It is a volume problem, which makes it a workflow and automation problem rather than a negotiation problem.
Building the recovery loop
Centralize deduction data across marketplaces daily. Auto-assemble evidence from order and prep records. File inside the window, every time, with a categorization scheme so you can see which stores and which reason codes drive the deductions.
The reporting matters as much as the recovery: reason-code patterns point at packaging, staging, and hand-off problems that are cheaper to fix than to contest.
Takeaways
Disputes run about 6% of delivery sales; roughly 60% are winnable when worked.
Recovery is a workflow problem — short windows and per-item value defeat manual effort.
Reason-code reporting turns recovery into operational fixes.
Related reading
The Multi-Unit Restaurant Cost Reduction Playbook: How Operators Find 6-8% of MarginThird-Party Delivery Commission Audit for Multi-Unit Restaurants | Basis Point HospitalityThink you’re already getting a competitive rate?
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