Live Order Tracking app is a new way to create seamless order tracking for stores utilizing their own couriers for delivery. The goal is that with better communication and tracking, the self-delivery experience will be better for the store’s customers and store’s couriers.

When the store’s courier is leaving the store, they can scan a QR code on the receipt or on the order detail in the Uber Eats Order tablet that opens the Uber Driver app on iOS / Android. The store’s own couriers will then be able to find all the order details within the app and share their location with the customer. The app will open up lines of communication through a chat / call feature between the store’s couriers and the customers making it easier to find the address and deliver orders.

How Live Order Tracking works for the store’s own couriers?

1. Scan the QR code on the receipt or the Uber Eats Orders tablet.
2. Download the Uber Driver app from the iOS / Android store.
3. Sign in by simply using your phone number or email.
4. Store’s courier can scan multiple QR codes at the same time before leaving the store.
5. Store’s courier to mark the order as completed once order is delivered to the customer.

Bringing the Value

This update was designed based on our merchant partners needs and feedback. We want to ensure they know this is intended to drive excellence for their operations with a low lift for their own couriers

• Access any order information at a glance through the app
• Connect with customers through the app with our chat/call feature, it’s easier than ever!
• Improve the delivery experience to customers by providing accurate store’s courier location and reduce customer calls to the store

Courier Experience

New Features:

• Scanning receipt QR codes accessing order details
• Navigate using pre-downloaded maps app in the device
• Communicate with the customer via chat or call
• Mark orders completed upon completing delivery

Merchant Experience

New Features:

• QR Code enabled for each order
• Auto removal of live orders once store’s courier marks order as completed

Customer Experience

New Features:

• Customer will be able to track the store’s courier directly on the app
• Customer will be able to directly chat with the store’s courier in app once the chat was initiated by the courier

Frequently Asked Questions

What happens for the customer once an order is scanned by a store’s courier?

As soon as the order is scanned, the customer will be notified the order is on its way and the store’s courier location will be shared.

Does the store’s couriers need to scan the QR code on order? Is this new feature mandatory?

No, this product is optional and you can choose not to use it for your orders. If an order is not scanned, the existing delivery process will be maintained. Store couriers are not able to chat/call customers in the app . Customers are not able to track the courier’s location and delivery progress.

What if the store courier forgot to scan the QR code before heading out?

They can still scan it on the receipts attached to the order after they already head out to receive the details regarding the dropoff location.

Can store couriers use navigation tools like waze/google?

Yes, store couriers are able to choose the navigation app of their choice as long as it’s available on their device.

What new functionalities will the Uber driver app provide?

The Uber driver app will include address details and instructions to the customer’s location. Along with this the store courier can also mark an order as complete when they are within 100 meter/300 feet of the customer’s location. Using this new feature will also facilitate communication between your own courier and the customer by using the in-app chat or call feature. Couriers will also be able to navigate to the customer using their pre-downloaded navigation app on their device.

What should my delivery staff do if they are unable to scan the QR code with their Android device?

Some older versions of Android phones do not have an integrated camera app that allows scanning a QR code. If it is the case, please ask your delivery staff to download a third party QR code reader app in the Android play store.

Can the store courier cancel the order via the app?

A store courier is not able to cancel the order via the app. They should call the store to cancel, the ability to cancel the order still lies with the store. Courier can mark the order completed once they are around 100 meters / 300 feet of the customer’s delivery location.

What happens if a courier removes the order from the Uber driver app?

Once the order is removed, the location sharing with the customer will immediately stop. It will not cancel the order, simply remove it from the order page in the driver app.

Can more than 1 store’s courier scan a QR code?

Yes, a QR code can be scanned by more than one person. Only the last person to scan it will be tracked by the customer.

How will the delivery time be calculated? Based on the predetermined delivery settings or the location of the rider?

Only the estimated fulfillment time values inputted in the delivery settings of the Uber Eats Manager will be shown to the customer. The estimated time of delivery will not be updated by scanning the QR code.

Can the customer contact my store’s couriers and vice-versa?

Couriers can contact customers via the chat/call feature in the driver app but customers cannot initiate a call or a chat first.

Can we use this feature on POS enabled stores?

As of now, this feature is only supported for non POS integrated stores. The QR code will only appear on the Uber Eats Order app for tablets.

Is there a limit on the number of app downloads at a store level?

No, there is no limit on the number of downloads and anyone can download this app from their playstore/appstore. Users download the same driver app used by couriers delivering on Uber’s platform, with slight modifications to the store’s courier flow.

If a QR code is scanned by multiple couriers, which device’s live location is received by the customer?

The customer will receive the location of the device that has most recently scanned the QR code.

When a courier scans multiple QR codes, are trips batched automatically or can the courier sequence the trips as per them?

No, batching is not supported in this roll-out. Store couriers can scan multiple orders. Each order will be added to the app page in the order they were scanned. We do not automatically reorder the page based on time and travel distance.

Any more questions?

Please reach out to your account manager or restaurant@uber.com if you have any further questions.