Guide pratique d’Uber Direct

Account Setup and Management

Activating your account

1. Sign up here to get your Uber Direct login credentials by entering your company name, company address, business type, name, email, and number.
2. Enter your credentials and click Continue.
3. A screen will appear prompting you to enter a 4-digit code sent to your email address or phone number.
4. Enter the 4-digit code you received into the Uber Direct prompt and click Next.
5. Enter your first and last name. (Do not use the same values for first and last name, e.g., John John.)
6. Read through the Terms of Use and Privacy Notice, and click I Agree to accept.
7. Add your business name, business type, and the address of your main location. Check the box to confirm you have reviewed and accept the Uber Direct API Agreement.
8. To complete account setup, add your credit card information. This is the card you will use to remit payment to Uber.

Adding stores

Note: Only admins can add stores.

1. Begin to place an order as usual by clicking + New delivery on the top left of the screen.
2. When selecting location, click + Add location.
3. The Create location box will pop up on the right side of the screen, prompting you to enter the account, location name, phone number, and address. Note: Keep in mind that the location name entered here will be seen by the delivery person. We recommend using the “Business Name - Neighborhood Name” format (e.g., Christina’s Pizza - Manhattan).
4. Click Save at the bottom of the Create location tab.
5. Your location is now usable as a pickup address when requesting deliveries.

Toggling between locations and accounts

• Admin and Employee users can toggle between locations within the Deliveries tab to view all past and future orders. Locations represent unique, physical store locations.
• Admin users can toggle between accounts within the Billing tab to view up-to-date billing information

Adding users

Admin view

Before adding Employee users, ensure that at least one store is saved on the Dashboard.

1. Within the Admin view, navigate to Users found on both the bottom-left or top-right of the page.
2. Click + Add.
3. The Add a user box will appear. Please enter the first name, last name, email address, and choose the role of the user (Employee or Admin). Phone number is optional and we do not recommend entering one as it can sometimes cause access issues.
4. Click Save to add the user information.
5. The new user will appear with a Pending indication beside their name. The user will become active once the user joins the Dashboard account via an email invitation from Uber.

Employee view

The Employee user will receive an email invitation from welcome@uber.com with a link to join the Uber Direct account.

1. Open the email and click Join.
2. Enter the email address where you received the invite into the What’s your phone number or email box and click Continue.
3. A prompt will appear asking you to enter a 4-digit code.
4. Go to your email inbox and locate the 4-digit code sent from admin@uber.com. (Note: Make sure to check your spam and junk folders if the email doesn’t appear in your inbox.)
5. Enter the 4-digit code from your email into the Uber Direct prompt and click Next.
6. Click Skip when prompted to enter a phone number.
   
7. Enter your first name and last name.
8. Read through the Terms of Use and Privacy Notice, and click I Agree to accept and to confirm that you’re at least 18 years of age.
9. After this, you should be able to click on Get Started to access your dashboard and create deliveries.

Note: No accounts should be made with the same first and last name (e.g. John John). You should not create multiple accounts from the save device because it may cause access issues.

Editing users

1. Navigate to the Users tab.
2. Click the three vertical dots on the far-right next to the user you want to edit.
3. Click Edit.
4. Make any changes to the user in the Edit user popup, including first name, last name, and user type (Employee or Admin).

Note: The user email address is not changeable. To change an email address of an existing user, please delete the user and re-add with a new email address.

Deleting users

1. Navigate to the Users tab.
2. Click the three vertical dots on the far-right next to the usr you want to delete.
3. Click Delete.
4. A Delete user popup will appear. Click Delete again.
5. The user will no longer appear in the Users tab or have access to the account.

Order Management

Creating orders

1. Click + New delivery at the top left of the page.
2. Fill in the pickup details:
   • Schedule the pickup: Pickups can either be “ASAP” or scheduled for a later time/date.
   • Select the pickup location: The last-used pickup location will automatically be populated. To add a new location, click +Add location under Pickup. This new location will be stored and can be selected for future orders.
   • Notes for pickup address: We strongly recommend adding complete pickup guidance for the delivery person (e.g., “come to the cash register to receive the package”). We also suggest providing your contact information so the delivery person can contact you, if needed.
3. Fill in the dropoff details:
   • Add the full dropoff address: We highly recommend adding notes to help the delivery person complete the order (e.g., “use the customer’s buzzer”).
   • Add the first and last name of the recipient.
   • Add a recipient contact number.
4. Fill in package information:
   • Add Store Order ID (optional).
   • Add approximate package weight and description. We strongly recommend adding this information; if your package is heavy, our system will provide you a driver instead of a biker to ensure the delivery goes smoothly.
5. Fill in delivery details:
   • Check the box to indicate whether the package should be left at the door or returned if the customer is not available. Additional delivery fees will apply for return trips.
6. Click Request now at the bottom right to submit.
7. Add a tip for the delivery person ($1, $3, $5, or custom amount). This tip will be charged to the default payment you provided, but you can charge this to the customer as you wish. Tips are not required, but they are recommended to further incentivize delivery people.
8. Note: If your customer has added a tip to their order for the delivery person, that tip amount must be included and passed on to the delivery person.
9. Review all details and click Confirm to submit the order or Back to change order details.

Return package request

If you would like a package to be returned in the case that the customer is not available to accept the delivery, please check Return package under Delivery details when creating the order. Additional delivery fees (using the same calculation method as the initial trip) will apply to the merchant.

Alcohol delivery

Toggle on Contains alcohol during order creation if the order contains delivery. Doing so will trigger additional proof-of-delivery checks at dropoff. If the recipient cannot provide a valid ID, appears intoxicated, or is otherwise unavailable to accept the delivery, the delivery person will be prompted to return the package.

Proof of delivery

Merchants can select between five different proof-of-delivery types to confirm that the customer has received the correct order. You will see confirmation of the chosen proof-of-delivery method in your order history (i.e., link to the photo taken by the delivery person). The five types are:

• Require ID check
• Require photo proof
• Require pin code verification
• Require signature
• Require barcode scanning

Requesting Multiple Delivery Partners

If the order contains multiple large packages, you have the ability to request Delivery partners during order creation to aid in fulfilling the order.

Viewing Orders

1. To view orders, navigate to Deliveries and choose the correct time frame (Today, Future, or Past) on the top left of the Dashboard.
2. You will be able to view orders from the list displayed.
3. To switch between locations, click the dropdown at the top right. The last-used pickup location will automatically be populated.

Canceling orders

1. To cancel or reschedule an order, navigate to Deliveries and choose the correct time frame (Today, Future, or Past). Ensure you’re viewing the correct location by checking the dropdown at the top right.
2. Find the order in question and click Cancel at the bottom-right of the order.

Note: If the order is canceled after the delivery person has been dispatched, a $5 cancellation fee will apply.

Searching for orders

1. To search orders, navigate to Home.
2. Enter the Store Order ID into the search bar and click Search.
3. The order will display below, showing the route, delivery fee, tip, item list, delivery person, and more.
4. If you selected the proof-of-delivery option during order creation, you’ll see a link for the photo when viewing said order (after it is completed).

Facturation et paiement

Ajouter un nouveau mode de paiement

1. Accédez à Facturation.
2. Cliquez sur + Ajoutez une carte.
3. Ajouter les informations relatives à la carte de crédit ou de débit, y compris le numéro de la carte, la date d’expiration, le code de sécurité, le pays et le code postal.
4. Cliquez sur Ajouter une carte pour ajouter votre mode de paiement.
5. La nouvelle carte devrait apparaître sous Mode de paiement. Vous pouvez maintenant créer de nouvelles livraisons.

Supprimer un mode de paiement

Prenez note : Pour supprimer un mode de paiement, vous devez déjà avoir au moins deux cartes dans vos dossiers. Le tableau de bord nécessite une seule carte au dossier en tout temps.

1. Accédez à Facturation.
2. Sous Méthode de paiement, cliquez sur les trois points verticaux à droite de la méthode de paiement que vous souhaitez supprimer.
3. Cliquez sur Supprimer.
4. Une fenêtre contextuelle Supprimer le mode de paiement? s’affiche. Cliquez sur Supprimer pour supprimer le mode de paiement.
5. Le mode de paiement ne devrait plus apparaître.

Définir un mode de paiement par défaut

1. Accédez à Facturation.
2. Cliquez sur les trois points verticaux à droite du mode de paiement que vous souhaitez définir par défaut.
3. Cliquez sur Définir par défaut.
4. Une fenêtre contextuelle Définir par défaut s’affiche. Cliquez sur Confirmer pour en faire votre mode de paiement par défaut.

Affichage de la facturation

1. Accédez à Facturation.
2. Utilisez la liste déroulante en haut à droite pour basculer entre les comptes du tableau de bord.
3. Afficher Fréquence de facturation en haut. (Seuls les utilisateurs du tableau de bord seront facturés quotidiennement par carte de crédit.)
4. Téléchargez les factures dans la section Relevés.
5. Consultez les paiements antérieurs dans la section Paiements antérieurs.

Scénarios spéciaux

Traiteur ou grosses commandes

Nous avons des fonctionnalités spéciales pour vous permettre de livrer des repas ou des commandes plus importantes.

1. Ajoutez le poids et la description des articles de la commande.
2. Sélectionner Retourner le colis pour activer le retour du colis si le client n’est pas disponible au moment de la livraison. (Prenez note : Des frais de livraison supplémentaires s’appliqueront pour les courses de retour.)
3. Si votre commande pèse plus de 50 livres ou plus qu’une grosse valise, augmentez le nombre de livreurs. (Pour une commande de 75 livres, vous devez choisir deux livreurs. Dans ce cas, deux livreurs doivent prendre en charge votre commande par lots.)
4. Pour nous assurer que votre commande est prise en charge, nous vous recommandons d’ajouter un pourboire personnalisé plus élevé (en plus de tout pourboire fourni par votre client). Les commandes plus importantes pouvant nécessiter plus d’efforts de la part du livreur, un pourboire plus élevé peut encourager ce dernier à accepter la livraison.

Exploitation dans un centre commercial

L’utilisation d’Uber Direct dans un centre commercial peut réduire le taux d’acceptation des livreurs, car les prises en charge prennent beaucoup de temps. Voici quelques conseils et astuces pour améliorer le taux d’acceptation :

1. Décrivez clairement l’emplacement de votre commerce afin que les livreurs puissent le trouver facilement et soient plus susceptibles d’accepter la course.
2. Pour nous assurer que votre commande est prise en charge, nous vous recommandons d’ajouter un pourboire personnalisé plus élevé. Dans la mesure où il est plus difficile pour un livreur d’aller chercher un colis dans un centre commercial, un pourboire plus important peut être une motivation.