Uber Direct FAQs

Uber Direct is a solution that allows the integration of your business with the Uber Driver app.

What items can be transported?

You can use the Uber Direct technology to transport most commonly used items.

We recommend that you review the Uber Terms and Conditions and Community Guidelines for all the information on shipments and the proper use of this technology.

It is also important that you know which items CAN NOT be transported using Uber Direct. This is a list of the prohibited items:

• Animals or people.
• Illicit items (regardless of the illegality arising from possession, transport or sale).
• Items considered dangerous, such as, but not limited to: weapons, explosives, compressed gases, flammable products, poisons, among others.
• Items resulting from theft, robbery, or other criminal activity.
• Tobacco products.
• Cash, gift cards or financial bonds.
• Regulated species; or any items that the Company is not authorized to market.
• Other prohibited products found in the contract.

How can I prepare my team to create and deliver articles?

We share a list of the best practices to successfully complete an Uber Direct shipment:

• Have the items ready before collection: we recommend that you give yourself enough time to prepare your shipments and have them ready before the Drivers or Delivery Partners pick them up at your facilities. We highlight this because it is much more likely that a delayed shipment will have to be canceled or returned by the driver.

• Designate an area for the collection of orders, where the Drivers can locate the items they must transport. This helps reduce interruptions to your regular activities and provides a more efficient service. In the event that your business is located in a Shopping Center, make sure that the delivery of the items is made at an outside point or at the location established by the venue.

• Verify the ID order and the name of the Driver that will complete the delivery, by performing this verification errors or confusions are avoided when delivering the items that must be sent to the End Users.

• Clearly label the deliveries, especially the ones that require more than one bag to be delivered. This helps delivery drivers be sure they’re handing off the complete and correct order to your customer.

• Add special instructions for the pick-up and drop-off articles, this will help the Driver to complete the delivery without difficulties, for example: Is a code needed to enter the department, or does the numbering not follow a clear pattern? We remind you that these instructions have a maximum limit of 280 characters.

Finally, check that the special instructions do not contradict the data with which you created the request, so we will avoid confusion when completing this request.

How can I coordinate a return trip?

Return trips are arranged when Drivers are unable to complete a shipment or cannot find the Final User at the delivery location.

After the attempts to contact the End User and after making 3 phone calls, the option to cancel the order will appear. Once it is canceled, a trip will be created to return your items or the app will require the Delivery Partner to leave the articles in the door.

We remind you that when creating your Uber Direct account, the procedure to follow in case a shipment cannot be completed was selected, you can review more information about it at the following link:

How do I report a damaged or missing item?

The channel will vary depending on if it is a complete order or a live order. If it is a live order, please contact us through the following WhatsApp:

WhatsApp: +55 11933058406

If you prefer, you can also reach out to us by the telephone line:

Instead, if it is a completed order, open your Dashboard, select PAST DELIVERIES, the order that was damaged, and request support by clicking the button REQUEST SUPPORT.

Another option is to send an email directly to uberdirectbrasil@uber.com.