Using your own delivery staff FAQ

How is the order experience different when you use your delivery staff?

Once the order is placed and received, you manage all aspects of delivery. This means organizing your delivery staff to pick up and deliver orders. It also includes being available for customer calls and providing an estimated time of delivery. Sometimes customers need to contact your delivery staff mid-delivery and you’ll need to contact your delivery staff on the customer’s behalf.

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Why can’t I see the real phone number associated with the Uber Eats customer?

In several markets, the customer phone numbers are anonymized. Instead, in the applicable markets, you will have access to a hotline number and a unique 8 digit PIN. The hotline number and unique 8 digit PIN will connect you to the customer. The PIN will expire after each order is completed. The hotline number will always be a local number, even if the customer is using an international phone number.

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What is the difference to the customer if you use your delivery staff?

With orders delivered by your own delivery staff, customers won’t be able to follow the delivery staff’s location in the Uber Eats app. Customers will be notified of this limited order tracking and will be prompted to contact your restaurant directly if they need help with their order.

Additionally, customers are provided a larger expected delivery time window. This expected delivery time window is calculated based on the “total delivery time” set by your restaurant.

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How can I adjust the total delivery time?

In Restaurant Manager, go to the “SETTINGS” tab to adjust your total delivery time. Total delivery time should be adjusted based on the average meal prep time at your restaurant plus the average time it takes to deliver to a customer within your delivery radius.

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Can you use your delivery staff and Uber’s delivery partners?

Yes! If demand is high or your delivery staff is busy, you can use your own delivery staff and Uber’s delivery partners to deliver orders.

There are two ways to fulfill orders with both your delivery staff and Uber’s delivery partners:

Steps to start using Uber delivery partners to deliver orders:

  1. In the top right corner of Restaurant Dashboard, find the button “DELIVERY WITH UBER’S PARTNERS”
  2. Tap button and choose the option that allows for all future orders to be handled by Uber Eats delivery partners
  3. When you’re ready to use your own delivery staff, tap the button again to turn this feature off.

Steps to extending your delivery area using Uber delivery partners:

  1. Open Restaurant Manager
  2. Select “SETTINGS” and find the “DELIVERY” tab
  3. Scroll down to the “DELIVERY AREA” section
  4. Set the radius for how far you’d like your staff to deliver orders
  5. Find the section “EXPAND DELIVERY WITH UBER PARTNERS” and switch the toggle to “ON”
    • When “ON”, all incoming orders outside your delivery radius will be set to be delivered by Uber delivery partners.

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Can your restaurant switch from using your own delivery staff to using Uber’s delivery partners?

Yes! if demand is high and you don’t have any delivery staff available, you can request for all new orders to be picked up by Uber’s delivery partners.

How to switch from using restaurants own delivery staff to Uber delivery partners:

  1. In the top right corner of Restaurant Dashboard, find the button “DELIVERY WITH UBER DELIVERY PARTNERS”
  2. Tap button and choose the option that allows for all future orders to be handled by Uber Eats delivery partners
  3. When you’re ready to use your own delivery staff, tap the button again to turn this feature off.

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Can you use Uber’s delivery partners to extend your delivery area?

Yes! in addition to using your own delivery staff, you can extend your delivery area by using Uber’s delivery partners. You may use Uber’s delivery partners to extend your delivery area up to the capped Uber Eats delivery area limit.

How to starting using Uber’s delivery partners to extend your delivery area:

  1. Open Restaurant Manager
  2. Select “SETTINGS” and find the “DELIVERY” tab
  3. Scroll down to the “DELIVERY AREA” section
  4. Set the radius for how far you’d like your staff to deliver orders
  5. Find the section “EXPAND DELIVERY WITH UBER DELIVERY PARTNERS” and switch the toggle to “ON” When “ON”, all incoming orders outside your delivery radius are set to be delivered by Uber delivery partners.

*Your Restaurant Dashboard will indicate in the “ORDER DETAILS” section if the order will be delivered by an Uber delivery partner. For these orders, you do not have to signify when the order is out for delivery. Uber Eats will update this automatically based on our tracking.

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When you use your delivery staff, how do you get paid?

In addition to being paid for the orders you prepared, you’ll also receive the delivery fee. Expect this to appear in your weekly pay statement. For details on viewing past payments, see article:

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