1. How does self pickup work?
- Customers have the option to select “pickup” instead of “delivery” when placing orders on the app.
- Customers who select “pickup” will come to your restaurant or store and pick up their order on their own, rather than rely on someone to deliver it to them.
2. What are the benefits of pickup?
- Attract New Customers: Stand out on Uber Eats and be seen by new customers who are looking for takeout without delivery fees
- Capture every order: Customers order in-app and head to your store for pickup, No missed sales, and no risk of no-shows
- Build stronger customer relationships: Build direct relationships with customers with more flexibility. Seamless payment, No wait. No lines. No extra fees—all at a lower cost to you
3. How can I enable pickup?
- Log in to Uber Eats Manager.
- Navigate to Settings > General.
- On the General Settings page, find the Enable Pickup Ordering option.
- Toggle the switch to On (the toggle will turn green)
4. How can I identify what type of order I’m receiving (delivery or self pickup)?
- Your Order dashboard on the Uber Eats Manager will tell you if an order is for self pickup or delivery.
- You will see the order type listed beside the order ID / under the customer’s name.
5. What can I do if the customer took the wrong order?
- Stores are responsible for ensuring that the correct order is given to the correct customer.
- Before handing over an order, you should confirm that the name and order ID with the customer. Rest assured, you will still be paid for this order.
- If a customer takes the wrong order, please reach out to Support to assist you.
6. What if a customer arrives too late and requests that I remake food?
- We ask that stores hold pickup orders for at least 60 minutes to allow customers time to pick them up.
- After 60 minutes since the order was placed, you can mark the order as “picked up.” The customer will be charged and you will be paid for the order.
- If a customer arrives at your store after 60 minutes have passed and requests that you remake food, you can advise them to place a new order on the app.
- Food safety is a priority. While holding orders, please ensure that any food or beverages are kept within a safe temperature range (as required by law). If the food is no longer within a safe temperature range or you believe it is unsafe to eat, please dispose of it.
7. What if a customer requests additional food or items when they arrive?
- You can advise the customer to place a new order in the app for any additional items.
- The customer also has the option to order any new items with you directly.
8. What if I no longer want to receive pickup orders?
- You may disable pickup orders in your Uber Eats Manager app by going to Settings > Pickup then turning off the “Pickup” toggle. You will stop receiving any requests for pickup orders.
- You can turn pickup orders on again by turning the “Pickup” toggle on.
9. Can I stop receiving delivery orders and accept only pickup orders?
- Pickup is currently available only as an extension of delivery. As a result, you’re unable to offer only pickup orders.
- You can offer only delivery orders or both delivery and pickup orders.
10. How do I update my Pickup prices to reduce my pickup Marketplace Fee to 7%?
- You can reduce your pickup Marketplace Fee by matching your in-store pricing to your pickup pricing in Uber Eats Manager. Follow the steps below to upload your in-store menu & update your pickup pricing via Uber Eats Manager. Once validated your pickup marketplace fee will reduce to 7%.
- Please note: For merchants with Toast integration, your in-store menu pricing is already validated through Toast. Therefore, no additional action is required on your end. Your 7% pickup fee will be applied automatically based on the menu provided by Toast.
11. How to upload your in-store menu on Uber Eats Manager:
- Sign in to Uber Eats Manager at restaurant.uber.com
- Choose Menu Pricing in the left sidebar and click Upload
- Upload a valid in-store menu file(s) or link(s) in one of the accepted formats (JPG, PNG, or PDF). If you’re uploading for multiple locations, select the additional locations from the dropdown to apply the in-store menu to multiple locations.
- Click Submit
Once uploaded, navigate to the Menu tab in Uber Eats Manager and ensure your Pickup prices match your in-store menu prices you uploaded. You can see and adjust your Pickup prices on the right-side column of each menu item.
If you need assistance, please write into merchants@uber.com or reach out to your Account Manager.