Carrier Performance - Reliability

Requirements

Uber Freight is committed to providing great service to all of our customers. We worked with our top carriers to build a set of service expectations. Your carrier’s reliability metrics are based on the last 20 loads your carrier has booked or hauled.

Top Carrier requirements

All 3 of the following requirements must be met and maintained for Top Carrier status:

Cancellation score of 5% or less
On-time to 95% or more of your pickup appointments
On-time to 95% or more of your delivery appointments

Minimum requirements

If any of your carrier’s reliability scores do not meet the following requirements, your account may be at risk of suspension or deactivation:

Cancellation score of 10% or less
On-time to 85% or more of your pickup appointments
On-time to 85% or more of your delivery appointments

How scores are calculated

Cancellation score

This score is calculated using the total number of cancellation penalties your carrier has received across your last 20 bookings. Bookings that are cancelled less than 24 hours before pickup will incur a penalty, with exceptions. Some cancellation penalties can be waived and will not be counted against your carrier. Some examples of cancellations that can be waived:

The load details changed after your carrier booked the load
Your driver was delayed on a prior Uber Freight stop due to unforeseen issues with the facility

Check out our cancellation policy for more information.

On-time rates

This is the percentage of appointments that your carrier arrived on time to across your last 20 loads, subject to shipper on-time expectations. Your on-time pickup rate is calculated separately from your on-time delivery rate.

The penalty for a late pickup or delivery can be waived if you were unexpectedly delayed by a previous Uber Freight load.

Reporting errors in score calculation

You can generate a performance report to view the loads included in your score calculations. You can report an error for any incorrect score from this report by following the instructions below. Our team will take a look and correct any loads with errors. We may reach out for additional information to help correct the error.

App

Go to the Carrier tab and tap generate performance report. The report will be sent to the email address of whoever requested it. Next, find the email and tap the report an error button next to an incorrectly counted load.

Web portal

Go to the Carrier tab, scroll to the reliability section, click the button that says report an error, then click send report. The report will be sent to the email address of whoever requested it and the primary email associated with the carrier account. Next, find the email and click the report an error button next to an incorrectly counted load.

Ways to improve

Make sure to allow for a buffer between the dropoff time for your first booking and the pickup time for the next booking to increase your odds of arriving on time
If you think you need to cancel a load booked with Uber Freight, the earlier the better

Learn about another performance category

If you have any support questions we’re here to help: call us at 844-822-8237 or email us at freight-carrier@uber.com