FREQUENTLY ASKED QUESTIONS
WHAT WILL A DELIVERY REQUEST LOOK LIKE?
If you receive a delivery request, the offer card will say 'Delivery - Package' at the top of the card, as well as additional information about the request - including the estimated time and distance that the trip will take.
HOW DO ITEM DELIVERIES WORK?
If you receive and accept an item delivery request, you'll be shown the address and a suggested route to the pickup location, where you'll meet the sender - they may provide you with specific pickup notes to help you find the location more easily.
Once you've received the item(s), the app will provide you with information about the dropoff location.
HOW DO I OPT IN
Before an item delivery, you will see a screen that tells you that you're receiving an item delivery request and gives you information like if it's a regular package or heavy package, if a return trip is required by the store, etc. If you want to take the trip, accept it on this screen and you are opted in for the trip.
HOW WILL I EARN?
When you receive an item delivery, you'll be able to see the fare up front so you'll know how much you'll earn if you accept and complete the delivery.
WHAT IF I CAN'T GET TO THE PICK UP LOCATION AND PICK UP THE ITEM(S)?
You can cancel the trip in your app at any time. If you or someone else has been injured and you need emergency help, please call the authorities first.
WHAT IF I ARRIVE AT THE PICK UP LOCATION AND THE ITEM IS TOO HEAVY?
Items may be as heavy as 50 pounds per package, and there might be instances where there are multiple items under one order. Once the delivery is accepted, you will receive relevant package information on the order information screen, beneath any notes from the requesting organization. You may cancel a delivery request for any reason, including an item that you may not be able to lift or that may not fit in your vehicle. If you would like additional details on the item(s), please contact the requesting organization.
WHAT IF I ARRIVE AT THE PICK UP LOCATION AND CAN'T FIND ANYBODY?
Please reach out to the pickup contact for further action. You can do this by tapping the phone icon at the top right of your screen. If you're unable to reach anyone, you can cancel the order.
WHAT IF I'M WAITING AT THE PICK UP LOCATION FOR A LONG TIME?
You can cancel the order at any time through the app. You can choose to tap 'Excessive wait time' when prompted for a reason.
WHAT IF I CAN'T FIND THE CUSTOMER OR DROP OFF LOCATION?
Customers like to choose where to meet you. Some will ask that you deliver right to their door, while others may want to meet you outside or have the item(s) left at the door. You can:
1. Tap the arrow on the bottom banner to bring up delivery information that may have been provided by the sender.
2. If you can't find the recipient or otherwise complete the dropoff instructions, you can call the sender for assistance. If you can't reach the sender after 8 minutes and cannot otherwise complete the dropoff instructions, you can tap on the red triangle to navigate to the screen for reporting an issue.
3. The app may prompt you to return the item(s) to the sender. Additional fares for the return trip, outside of the initial delivery, will be added to the total amount you earn for the trip after you return the item(s).
WHAT DO I DO WITH AN UNDELIVERABLE ORDER?
If you are unable to complete the delivery after attempting to follow the dropoff instructions and contacting the sender for assistance, you can indicate the reason in the Driver app by tapping on the red triangle and navigating to the screen for reporting an issue. The app may route you back to return the item(s) to the sender. Additional fares for the return trip, outside of the initial delivery, will be added to the total amount you earn for the trip after you return the item(s). You can contact Uber support for help with dropoffs.
WHAT IF THE ORDER IS CANCELED WHILE I'M ON THE WAY?
In rare cases, an order you accept may get canceled by the customer or our support team after you've picked it up. Once canceled, the order will disappear from your app and you may be prompted to return the item(s) to the sender. Cancellations from the store will not negatively impact your account. Additional fares for the return trip, outside of the initial delivery, will be added to the total amount you earn for the trip after you return the item(s).
WHAT IF THE CUSTOMER CALLS AND REQUESTS AN ADDRESS CHANGE?
You can accept or decline the request to deliver to a new location. If you decide to deliver the order to the new address, you can contact Uber support. If you don't want to deliver to the new address, you can cancel the order and you may be prompted to return the item(s) to the sender. Additional fares for the return trip, outside of the initial delivery, will be added to the total amount you earn for the trip after you return the item(s).
NOTE: If you cancel a trip because the item is damaged or lost, you will not be prompted to return the item.
WHAT IF I CAN'T DELIVER AN ORDER?
If there's a problem, like a flat tire, and you can't deliver an order, you can cancel the trip in the app, you may be prompted to return the item(s) to the sender.
Once you've canceled, you can contact Uber support through the app to report the incident to us. If you or someone else has been injured and you need emergency help, please call the authorities first.
WHAT DO I DO IF I DON'T WANT TO RECEIVE ITEM DELIVERY REQUESTS?
If for any reason you no longer wish to deliver items, you can opt out by contacting our support team at help.uber.com or in the Help section of the Driver app and we'll take care of it. Remember, opting into the pilot is optional, and only delivery drivers who have opted into the pilot will receive item delivery requests.
HOW DO I REPORT A LOST & DAMAGED ITEM?
Please contact support so that our agents can coordinate a return trip between you and the original sender of the item.
I HAVE QUESTIONS ABOUT ITEM BARCODE SCANNING AT PICKUP
See the article below.