Uber’s platform empowers integrated partners of all sizes to scale their own business. Allowing your customers to access timely, personalized updates about the order delivery status is essential to a great customer experience.
By default, Uber enables phone communication via masked phone numbers between the end-customer and the Delivery Partner while a delivery is ongoing. Additionally, Uber offers an SMS update feature for integrated partners to allow your customers to receive text messages with order status updates, and a shareable map-based real-time tracking link at no added charge.
While a delivery is in progress, you can track its status in real-time in the Direct Dashboard. Click “Today deliveries”, click “on curse deliveries” and select the delivery in question. The details will open, then scroll down in order to find the tracking link.
You, as the Merchant, cannot contact the delivery person. However, if you have an issue with a live delivery, please reach out to our support team by phone call:
Uber Direct Support: 1800000354
Once assigned, the Delivery Partner can always contact the pickup location or Merchants via a masked number with any questions or if they are unable to find the pickup location. The delivery person assigned to your order will also be able to contact the customer as they are approaching the pickup location.
We inform you that these communication channels are private, so if you try to make a call to this number, it will not be transferred.