Uber eats robbing their clients

Hello everyone, just looking to see if anyone else has had any experience with Uber eats outright not refunding a client when something that was paid for was not received.

About a week ago, the wife and I ordered food two nights in a row. The first night was from five guys and the second night was from this local brewery/pub. From five guys we ordered two burgers and two milkshakes with fries. All but the milk shakes arrived so of course I instantly went to the app to submit a refund which they provided with no issues.

However, the second night of ordering food for delivery from the brewery. We had everything delivered except for some IPA’s which costed me around $20. I again submitted the refund but was denied and was told I was not eligible due to the amount of refunds I’ve had.

I own a ring camera and was able to catch the delivery driver both those nights without said items. I’m not blaming the delivery driver as I believe more than likely said driver may have missed the item at the restaurant or the restaurant did not produce. I am more disappointed at the fact that Uber eats can just choose not to refund because they believe I am taking advantage of their refund policy.

Has anyone else had experience with this and know any best forward steps to take especially with evidence? I’ve tried fighting with their support but the response is what I received above so I ultimately have chosen to cancel the subscription since it was outright theft. 3 year member whose spent thousands thrown away because of a $20 refund.