What if I can't fulfill a special request?

If the order is in progress and a delivery person hasn’t already been dispatched, notify the customer that there’s an issue with their special request.

There are 2 ways you can notify the customer:

In the order details screen:

1. Open Uber Eats Orders.
2. Tap the order.
3. Tap the 3 dots next to the special request.
4. Tap “Can’t fulfill”.
   • If you don’t see this option, tap “Contact customer” instead to notify them. (You don’t need to proceed with the next steps after notifying them.)
5. Select the reason you can’t fulfill the request. This will notify the customer.
   • If you have questions, tap “Call customer”.
6. Tap “Confirm”.
   • The customer will have 10 minutes to respond before their order is canceled automatically.

In the “Manage Order” button:

1. Open Uber Eats Orders.
2. Tap the order.
3. Tap “Manage Order” in the top right corner.
4. Tap “Can’t fulfill instructions”.
   • If you don’t see this option, tap “Contact customer” instead to notify them. (You don’t need to proceed with the next steps after notifying them.)
5. Enter the reason you’re unable to fulfill the request.
6. Tap “Send” to notify the customer to update their order.

    - They’ll have 10 minutes to respond before their order is canceled automatically.
   

If you don’t see the “Can’t fulfill” option, a delivery person may have already been dispatched or the option may not be available depending on how the customer placed the order.

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To learn how to cancel an order, view this article. For more information on Uber Eats Orders, view the training here.