Takeout Service FAQ

Frequently Asked Questions about the “Pickup” Service

Q. What is the “Pickup” service?

The “Pickup” service allows customers to pick up their orders directly from the restaurant.

Q. How can I start or stop offering the Pickup service?

Please contact Restaurant Support to start or stop using the Pickup service.

Q. Can I offer both delivery and pickup services at the same time?

Yes. By enabling the Pickup service, customers can choose their preferred method—Delivery or Pickup—when placing an order.

Q. If no delivery partner is available, can the customer switch from delivery to pickup?

Yes. If a delivery partner cannot be found, the customer can switch the order to Pickup through their app.

Q. Can I cancel a pickup order?

If the restaurant has already prepared the order and it appears under the “Ready for Pickup” tab, the restaurant cannot cancel the order.

If the customer cancels the order, Uber Eats will pay the restaurant for the order amount.

Q. Can I directly contact a customer who is coming to pick up their order?

Yes. If you need to contact a customer who is on their way to pick up the order, please follow these steps:

1. Go to Uber Eats Orders → Help with Order → Manage Orders → Tap “Contact Customer.”
2. Call the phone number listed under the “Contact Customer” tab.
3. When the automated guidance starts, enter the code displayed under the “Contact Customer” tab.
4. You will then be connected to the customer.

Q. What if the customer does not show up?

Uber Eats will still pay the restaurant for the order amount. If 60 minutes have passed since the estimated pickup time, you may dispose of the order.

Q. What if the customer arrives too late and the food needs to be remade?

Even if the food becomes cold due to the customer’s late arrival, we do not request restaurants to remake the order. If you choose to remake the food, Uber Eats cannot provide additional payment for the replacement. If the customer wishes to have the food remade, please instruct them to place a new order through the app.