You can find the customer’s contact details using the Contact the customer option on Uber Eats Orders.
In applicable markets, you can access a hotline number and a unique 8-digit PIN that will connect you to the customer. The hotline number will always be a local number, even if the customer is using an international phone number. The PIN will expire after each order is completed.
Please remember that you should not—and ensure that your staff does not—use, disclose, or retain customer information (including phone numbers) for any other purposes than fulfilling the order and its delivery, as agreed to in the Uber Eats Merchant Terms and Conditions. You and your staff may only contact a customer about their order and only while preparing the order or completing its delivery.
Based on the Uber Eats Merchant Terms and Conditions, merchants using their own delivery staff are responsible for the delivery of the order to the customer.
If an order is undelivered by your delivery staff, we’ll refund the customer for the order (if eligible) and charge you the same amount. You would see such an adjustment indicated as Undelivered order in your next pay statement.
More details on the type of customer refunds that merchants may be responsible for can be found here.