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Can I send status updates to my customers via SMS?

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 SMS and phone communication via masked phone numbers between the end-customer and the delivery driver while a delivery is ongoing. Additionally, Uber offers an opt-in only SMS update feature option for integrated partners to allow your customers to receive text messages with order status updates, confirmations, and a shareable map-based real-time tracking link at no added charge.

How do I track a delivery?

While a delivery is in progress, you can track its status in real-time in the Direct Dashboard or with webhooks (for API partners).

Tracking links per order can be found in your dashboard by selecting the order and scrolling down.

Can I contact or call the driver during a delivery?

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 calling +1 866-987-3750 or emailing uberdirect@uber.com.

Once assigned, the delivery person can always contact the pickup location via a masked number with any questions or if they are unable to find the pick up location. The delivery person assigned to your order will also be able to contact the customer as they are approaching the pickup location.

The end-customer can contact the delivery person (and vice a versa) as long as drop-off has started and the delivery is still ongoing. This is made possible via a dually masked phone number which is only activated for the customer’s and the delivery person’s phone number. If merchants try to dial that number, it will not connect.

Once drop-off has started, the customer can locate the masked number for the delivery person by selecting the Help button at the bottom left of the delivery tracking link.