Once the order is placed and received, you manage all aspects of 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 need to contact your delivery staff mid-delivery and you’ll need to contact your delivery staff on the customer’s behalf.
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In several markets, the customer phone numbers are anonymized. Instead, in the applicable markets, you will have access to a hotline number and a unique 8 digit PIN. The hotline number and unique 8 digit PIN will connect you to the customer. The PIN will expire after each order is completed. The hotline number will always be a local number, even if the customer is using an international phone number.
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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 restaurant 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 delivery time” set by your restaurant.
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In Restaurant Manager, go to the “SETTINGS” tab to adjust your total delivery time. Total delivery time should be adjusted based on the average meal prep time at your restaurant plus the average time it takes to deliver to a customer within your delivery radius.
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Yes! If demand is high or your delivery staff is busy, you can use your own delivery staff and Uber’s delivery partners to deliver orders.
There are two ways to fulfill orders with both your delivery staff and Uber’s delivery partners:
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Yes! if demand is high and you don’t have any delivery staff available, you can request for all new orders to be picked up by Uber’s delivery partners.
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Yes! in addition to using your own delivery staff, you can extend your delivery area by using Uber’s delivery partners. You may use Uber’s delivery partners to extend your delivery area up to the capped Uber Eats delivery area limit.
*Your Restaurant Dashboard will indicate in the “ORDER DETAILS” section if the order will be delivered by an Uber delivery partner. For these orders, you do not have to signify when the order is out for delivery. Uber Eats will update this automatically based on our tracking.
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In addition to being paid for the orders you prepared, you’ll also receive the delivery fee. Expect this to appear in your weekly pay statement. For details on viewing past payments, see article: