We want to ensure that users of Uber Eats continue to have magical experiences when shopping for Grocery and Retail products on the platform, which is why we are maintaining a strong emphasis on great merchant quality.
In the interest of transparency, we are sharing with all our valued merchants the key metrics that we will continue to focus on and the minimum store quality requirements that merchants must meet to remain active on Uber Eats.
Merchant Completion Rate: it is critical that all merchants on the platform complete the orders they receive via Uber Eats. Merchant Completion Rate reflects the percentage of orders successfully fulfilled without cancellations or unaccepts by the merchant.
You can ensure that your order completion rate is high by minimising missed and cancelled orders wherever possible. Any merchant with a merchant order completion rate lower than 85% will risk being removed from the platform.
Order Inaccuracy Rate & Item Fulfilment Rate: it is important that consumers have confidence that they will get the items they want when they order from your store using Uber Eats. That’s why we track the inaccuracy rate as well as the item fulfilment rate of each order.
You can ensure that your order inaccuracy rate is low by paying attention to picking the correct items in each order. You can ensure that your item fulfilment rate is high by ensuring your inventory availability is up-to-date and if the item the customer has chosen is out of stock, selecting a suitable alternative when applicable, using our Replacements feature. Any merchant with an order inaccuracy rate above 5% or an item fulfilment rate lower than 70% will risk being removed from the platform.
Photo coverage: including accurate, quality photos of items improves the user experience and helps customers find the items they are looking for when shopping on Uber Eats. Photo coverage reflects the percentage of items listed on your catalogue for which there is an associated photo.
You can ensure that your photo coverage is high by updating your menu with as many high quality photos as possible. Any merchant with photo coverage lower than 80% will risk being removed from the platform.
Number of items: consumers value a broad range of items to choose from and we want to offer them a great selection when shopping on our platform. You should add as many eligible products from your store’s catalogue as possible onto Uber Eats. Depending on your store type, you must have the following minimum numbers of items in your catalogue:
Any merchant with fewer items than the minimum numbers listed above will risk being removed from the platform.
Uber may suspend or restrict visibility of Grocery & Retail Merchants on the Uber Eats platform if the Merchant does not meet the minimum store quality requirements in this Policy. Uber reserves the right to modify this Policy at any time in its discretion, but we will let you know about any changes to the minimum store quality requirements so that you have enough time to meet them.
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