QUESTION: Why is my order using the restaurant's courier and not an Uber Eats delivery partner?
We want to provide a wide range of restaurants for our customers. For some restaurants, using their own courier to deliver the order is the best option when partnering with us.
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QUESTION: Does the delivery experience change when a restaurant uses their own courier?
Slightly, yes. With orders delivered by a restaurant's courier, you won't be able to follow the courier's location in the Uber Eats app. Once the restaurant accepts your order, it's best to contact the restaurant directly if you need help with your order.
The restaurant and their courier also receive your name, address and phone number to help them complete the delivery. Please note that restaurant-arranged couriers are not subject to Uber's onboarding process, including safety screening.
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QUESTION: I need to contact the courier on my order, how do I do this?
This isn't possible when restaurants use their own couriers to deliver. Instead, it's best to call the restaurant directly. They can contact the courier on your behalf.
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QUESTION: How can I tell if an order is delivered by the restaurant's own courier?
In a few places in the Uber Eats app:
- In the restaurant feed, you'll see an icon underneath the restaurant name that indicates they use their own couriers.
- Inside a restaurant's menu, you'll see a notification near the top of the page if they use their own couriers..
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QUESTION: Why is the delivery fee different on these orders?
When they use their own couriers, restaurants set their own delivery fee, so it will differ by restaurant.