Once the order is placed and received, you manage all aspects of the delivery. This means organizing your delivery staff to pick up and deliver orders. It also includes being available for customer calls and providing an estimated time of delivery. Sometimes customers will need to contact your delivery staff mid-delivery and you’ll need to contact your delivery staff on the customer’s behalf.
Canada
In Canada, customer phone numbers are anonymized. In applicable markets, you will have access to a hotline number and a unique 8-digit PIN that will connect you to the customer. The hotline number will always be a local number, even if the customer is using an international phone number. The PIN will expire after each order is completed.
USA
Your delivery staff can contact customers directly on their primary contact number, making dropoffs more seamless.
Please remember that you should not - and ensure that your staff does not - use, disclose, or retain customers’ information (including phone numbers) for any other purposes than facilitating the fulfillment of the order and its delivery, as agreed to in the relevant Merchant Managed Delivery Sales Channel section of the Uber Eats Merchant Online Terms. You and your staff may only contact a customer about their order and only while preparing the order or completing its delivery.
With orders delivered by your own delivery staff, customers won’t be able to follow the delivery staff’s location in the Uber Eats app. Customers will be notified of this limited order tracking and will be prompted to contact your store directly if they need help with their order.
Additionally, customers are provided a larger expected delivery time window. This expected delivery time window is calculated based on the “total fulfillment time” set by your store.
Total delivery time should be adjusted based on the average meal prep time at your store plus the average time it takes to deliver to a customer within your delivery radius.
To update and adjust your delivery time, follow the steps below:
Go to Uber Eats Manager
Log in with your username, password, and PIN number
Scroll down and select Setting from the navigation menu on the left side
Select General and go to Delivery Setting
Apply edits to the area or create a new area by choosing Create Area
Provide appropriate distance, delivery fee, minimum order, and Fulfillment Time
Click Done to save changes
Yes. If demand is high or your delivery staff is busy, you can use both your own delivery staff and delivery persons on the Uber Eats platform to deliver orders.
You can either use your own staff only for every order in your delivery area or enable Uber Eats delivery persons to deliver orders outside your delivery area, extending your customer reach. If you are too busy, you can also decide to only use Uber Eats delivery persons.
To use Uber Eats delivery persons only, follow the steps below:
Log in to Uber Eats Orders
Select Delivery Settings
Select Find Delivery People Using Uber
To use Uber Eats delivery persons for orders outside your delivery area, follow the steps below:
Log in to Uber Eats Manager
In Settings, click Delivery
Toggle on Reach customers outside your area
Go to Uber Eats Orders and ensure Use Your Own Delivery Staff is selected along with the Reach customers outside your area toggle
When ON, all incoming orders outside your delivery radius will be set to be delivered by an Uber Eats delivery person.
To use your own delivery staff only, follow the steps below:
Log in to Uber Eats Orders
Select Delivery Settings
Select Use your own delivery staff and turn off Reach customers outside your area
In addition to being paid for the orders you prepared, you’ll also receive the delivery fee. You can expect this to appear in your weekly pay statement.
When using your own delivery staff, tips that are made through the Uber Eats app by customers will be paid directly to the store’s account. You can find the line item for tips to appear in your weekly statement under “gratuity”.
Based on Uber Eats Merchants Online Terms & Conditions, stores using their own delivery staff are responsible for the delivery of the order to the customer.
If an order is undelivered by your delivery staff, we will refund the customer for the order (if eligible) and charge you the same amount. You would see such an adjustment indicated as “Undelivered Order” in your next pay statement.
More details on the type of customer refunds that stores may be responsible for can be found here.
To dispute a charge, follow the steps below:
NOTE: Order error adjustment disputes must be submitted within 30 days of the order date (unless exceptions apply). You can track dispute progress from the Order Page in UEM. Only admin and manager-level users are permitted to submit disputes. Disputes will be evaluated on a case-by-case basis and we cannot guarantee reversals in every situation.
If you need additional assistance with order error adjustments, please contact us here.