At Uber, we provide a best-in-class consumer experience and have built a reputation for high-quality merchants on our platform. To maintain this reputation in the grocery and retail space, we have minimum thresholds that such “Non-Restaurant Merchants” must meet to retain access to the Uber Eats platform as well as certain marketing tools within Uber Eats Manager, including Merchant Funded Offers and Ads. Merchants control their own performance relative to these metrics, and Uber expects most merchants can meet these standards without issue. That said, where Non-Restaurant Merchants do not meet these thresholds, Uber may exercise discretion to restrict or revoke access to the Uber Eats platform or marketing tools accordingly.
To maintain access, Non-Restaurant Merchants must meet the following minimum requirements:
Completion Rate: Non-Restaurant Merchants must be reliable at completing orders. Reliability is measured by how often a Non-Restaurant Merchant fails to accept an order, cancels an order, or causes a delay that leads to a canceled order. A Non-Restaurant Merchant’s “Completion Rate” is the percentage of orders that are not canceled or declined for one of these reasons. If a Non-Restaurant Merchant’s Completion Rate is lower than 90%, the Non-Restaurant Merchants will lose access to the marketing tools in Uber Eats Manager. Any Non-Restaurant Merchant with a Completion Rate lower than 80% may be removed from the Uber Eats platform entirely.
Fulfillment Rate: Non-Restaurant Merchants should be replacing out-of-stock items with a replacement when requested. A Non-Restaurant Merchant’s “Fulfillment Rate” is the percentage of ordered items that are found or successfully replaced. Non-Restaurant Merchants with an average Fulfillment Rate lower than 93% will lose access to the marketing tools in Uber Eats Manager. Any Non-Restaurant Merchant with a Fulfillment Rate lower than 82% may be removed from the Uber Eats platform entirely.
Order Accuracy: When a consumer places an order through the Uber Eats platform, they expect the order they receive to be accurate. “Order Accuracy” is the percentage of completed orders that were delivered with all selected or successfully replaced items. The calculation of Order Accuracy excludes consideration of fraudulent order-errors claims by consumers. Non-Restaurant Merchants with an average Order Accuracy lower than 95% will lose access to the marketing tools in Uber Eats Manager. Any Non-Restaurant Merchant with an average Order Accuracy lower than 86% may be removed from the Uber Eats platform entirely.
Photo Coverage: Consumers value high-quality storefronts with images of products to help them find what they are looking for. “Photo coverage” means that a Non-Restaurant Merchant has associated a given product listing with an accurate image of that product. Non-Restaurant Merchants who do not maintain photo coverage for at least 70% of the products listed for sale on their Uber Eats storefronts may be removed from the Uber Eats platform entirely.
SKU Count: Consumers value variety and selection. Non-Restaurant Merchants must maintain a minimum number of available stock-keeping units (“SKUs”), as specified below. Non-Restaurant Merchants that fail to maintain SKU counts as specified below may be from the Uber Eats platform entirely. The minimum SKU counts vary by Non-Restaurant Merchant type, as follows:
Uber reserves the right to modify this policy at any time in its sole discretion.
Prior to November 1, 2024, Uber used different thresholds and additional metrics to assess Non-Restaurant Merchant quality. If you lost access to the Uber Eats platform or to marketing tools in Uber Eats Manager for failing to meet these now-deprecated thresholds or metrics, please reach out to Uber Support for assistance. Please note that your access will continue to be subject to our current Non-Restaurant Quality Requirements, and whether your access is restored will be subject to Uber’s review and discretion.