Allergy Requests FAQ

Enabling Allergy Requests will allow customers ordering from your restaurant to inform relevant food allergens that need to be considered when preparing the ordered menu items. The customer will see a list of allergens that they can select from, and they can also inform an additional allergen if it’s not present on the list. The allergens selected will be highlighted on the order card on the Uber Eats Orders app and also on the receipt.

It is expected that restaurants fulfill these requests (e.g. removing the allergens from the ordered item) according to their food safety practices, but in case the request can’t be fulfilled, it is expected that you communicate with the customer by going to Adjust Order (step-by-step below), so they can either select a different item or cancel the order.

1. What are the benefits of opting in to Allergy Requests?

Opting in to accept customer allergy requests allows you to:

• See allergy-sensitive orders more prominently, since allergy requests are clearly marked in Uber Eats Orders and also on the receipt.
• Save time accepting, modifying or declining orders in the Uber Eats Orders – all the info you need is displayed upfront

2. How to opt-in to allergy requests

1. Go to “Settings” in Restaurant Manager
2. Find the “Allergy requests” section
3. Toggle the “Allow allergy requests” button to “On”

• To turn this feature off, follow the steps above and toggle the button to “Off”.

3. How do customers add allergy requests?

Before adding a menu item to add to their cart, customers can include an allergy request by tapping on the “Allergy Requests” section and selecting their allergens from a list, or adding a new allergen that is not on the list.

4.Where will I see allergy requests?

Allergy requests appear on orders in the Uber Eats Order app. These orders are highlighted in Red at the top of the order and also below the associated menu item. Tap the request or go to Adjust Order to communicate with the customer if the requests can’t be accommodated.

5. How do I accept customer allergy requests?

Tap “Accept” (or “Confirm”) in the order to acknowledge that you’ll accommodate it. Please note you can review allergy requests prior to accepting an order and cancel the orders you can’t accommodate. Alternatively, you can communicate with the customer to let them know you can’t fulfill the request and see if they’d like to modify their order.

6. What if I can’t fulfill a special request?

If the order is in progress and a delivery person hasn’t already been dispatched, notify the customer that there’s an issue with their special request.

### There are 2 ways you can notify the customer:

In the order details screen:

1. Open Uber Eats Orders.

2. Tap the order.

3. Select “Adjust order”

4. Tap “Can’t complete instructions”.

   • If this option is not available, a pop-up will appear and you can call the customer instead to notify them. (You don’t need to proceed with the next steps after notifying them.)

5. Select the reason you can’t fulfill the request. This will notify the customer.

   • If you have questions, tap “Call customer”.

6. Tap “Confirm”.

   • The customer will have 10 minutes to respond before their order is canceled automatically.

In the “Adjust Order” button:

1. Open Uber Eats Orders.

2. Tap the order.

3. Tap “Adjust Order”.

4. Tap “Can’t complete instructions”.

   • If this option is not available, a pop-up will appear and you can call the customer instead to notify them. (You don’t need to proceed with the next steps after notifying them.)

5. Select the item that contains the allergy request and enter the reason you’re unable to fulfill the request.

6. Tap “Notify customer” to notify the customer to update their order.

   • They’ll have 10 minutes to respond before their order is canceled automatically.

If you don’t see the “Can’t complete instructions” option, a delivery person may have already been dispatched or the option may not be available depending on how the customer placed the order.

To learn how to cancel an order, view this article. For more information on Uber Eats Orders, view the training here.

7. Share store phone number

Enabling Share store phone number will allow customers ordering from your restaurant to call the store in case they have questions related to food allergies. The store phone number will appear in your Store Details page under Allergy info and also at each individual item page.

8. How to opt-in to share store phone number

1. Go to “Settings” in Restaurant Manager
2. Find the “Allergy requests” section
3. Toggle the “Share store phone number” button to “On”

To turn this feature off, follow the steps above and toggle the button to “Off”.