The short answer
Uber Eats ratings are tied to orders, not limited to one lifetime rating per customer. If the same customer places two separate orders and rates both experiences, those are two separate order-level ratings. The customer can only rate each individual order once.
Why This Is Easy to Misunderstand
Uber's official review FAQ says that customers can only “rate their order once.” Read quickly, that can sound like a customer gets only one opportunity to review a restaurant.
That is not what the wording means. “Their order” refers to the specific transaction. A second completed order is a new experience with its own rating opportunity. Uber does not publish a one-rating-per-customer lifetime limit for a restaurant.
This distinction matters for restaurants with loyal customers. A repeat customer is not permanently “used up” after leaving their first rating. Each genuine order can create new feedback.
Common Misconceptions About Repeat Uber Eats Ratings
| Situation | What happens |
|---|---|
| The same customer rates two separate completed orders | Both orders can produce a separate rating. |
| The same customer tries to rate one order twice | Uber permits only one rating for that order. |
| A repeat customer leaves a newer rating | The new order's rating does not simply replace the earlier order's rating. |
| A new rating does not change the public total | It may still count. Uber rounds displayed merchant rating totals. |
| A customer leaves a written comment | The restaurant can see it in Uber Eats Manager, but other customers generally cannot. |
Do Both Ratings From the Same Customer Count?
For two distinct, legitimate orders, yes. Uber asks customers to rate the restaurant after receiving an order. Its system allows one rating for each order, rather than one rating for each person across the entire history of the restaurant.
For example, if Maria orders from your restaurant on Monday and rates the experience, then orders again on Friday and submits another rating, the Friday rating is attached to a different order. Both order experiences can contribute to your restaurant's rating history.
Uber may filter or take action against ratings that violate its policies. Fake ratings, ratings submitted by people connected to the restaurant without a genuine experience, and incentivized positive ratings are prohibited under Uber's Ratings Policy.
Why Didn't Your Visible Rating Total Increase?
This is where restaurant owners can mistakenly conclude that a repeat customer's second rating did not count.
Uber says there is no cap on merchant ratings, but the customer-facing rating count may be rounded to the nearest 100 or 1,000. If your storefront displays roughly 500 ratings, one additional rating will not necessarily change the number customers see.
A rating can count without the public number moving
The visible total is not a precise live counter. Check individual reviews and order details in Uber Eats Manager when you need a more granular view.
How Repeat Ratings Affect Your Star Rating
Eligible ratings from separate orders feed into your restaurant's rating calculation. Uber says its average uses a weighted approach, with ratings from the most recent 90 days receiving more weight than older ratings.
That means a repeat customer's newer experience can matter more to your current score than an older experience from the same customer. It also means improving recent order accuracy, food quality, packaging, and preparation time can gradually move a weak rating in the right direction.
Uber's merchant Ratings FAQ explains both the weighted calculation and the rounding of rating totals.
Ratings, Reviews, and Comments Are Not Exactly the Same
Restaurant owners often use “rating” and “review” interchangeably, but Uber's interface separates parts of the feedback:
- Store rating: The customer's 1-to-5-star assessment of the restaurant after an order.
- Item feedback: Thumbs-up or thumbs-down feedback on individual menu items.
- Written comments and tags: Additional feedback visible to authorized users in Uber Eats Manager.
According to Uber, customers can see the restaurant's aggregate star rating, but they do not see other customers' written comments. Restaurant managers can view those comments, the associated order date, ticket size, and whether the reviewer is a new or returning customer in the Feedback section of Uber Eats Manager.
The Practical Takeaway for Restaurant Owners
Think of Uber Eats feedback as one rating opportunity per completed order. A customer who orders from you repeatedly can continue contributing legitimate ratings, but they cannot rate the same transaction multiple times.
Do not judge whether a rating counted solely from the rounded number displayed on your storefront. Use Uber Eats Manager to review recent feedback and look at your rating trend over time.
Do not manufacture review velocity
Encourage honest feedback through a consistently good ordering experience, but do not ask employees, friends, or family to rate your store and do not offer incentives for positive ratings. Uber may issue warnings, suspend accounts, or terminate accounts for ratings-policy violations.
Frequently Asked Questions
Can the same customer review my Uber Eats restaurant twice?
Yes, if the reviews relate to two separate completed orders. Each order can be rated once.
Can a customer rate the same Uber Eats order twice?
No. Uber states that a customer can rate an individual order only once.
Does the second rating replace the customer's first rating?
No. When the ratings relate to separate orders, the newer order creates a separate rating opportunity rather than editing the older order's rating.
Why did my Uber Eats review count stay the same?
Uber rounds displayed merchant rating totals to the nearest 100 or 1,000. The underlying rating can count even when the public total does not visibly increase.
Need a clearer picture of what is affecting your Uber Eats performance?
Blender Digital helps restaurants manage ratings, storefronts, promotions, advertising, and profitability across Uber Eats, DoorDash, Grubhub, and Toast.