At Uber, we are fully committed to offering the best experience for both partners and users.
If your issue is about not being able to deliver the item to the recipient, please be sure you have tried the steps below before reaching out to our support:
Notify the sender that you have arrived at the destination but the receiver is not responding:
Wait for 8 minutes at the destination.
At the end of the trip, if the recipient is not at the destination or does not have the PIN, you must contact the user who requested the delivery through the chat or phone contact within the app, in order to inform him of the situation and receive the instructions to complete the delivery. Remember that you will have to wait up to 8 minutes to see if the recipient of the product appears.
You can deliver the package without the PIN, but remember that in these cases the requester will always be notified of the delivery without using the PIN. And you might be contacted by Uber.
If you can communicate with the requester, it is important that you do not finish the trip until you have delivered the item, in this way, in case you have to return the item, the application will automatically calculate the trip fare.
If after 8 minutes of waiting, you are not able to communicate with the requester, you can cancel the delivery from your application, selecting the cancellation reason that best suits the situation. It is important that you let us know that you have the item with you so we can coordinate the return with the requester at a later time.
At the beginning of the trip, always remember to check if the user has selected the meet at door delivery option and the instructions they have written so that you can complete the delivery successfully.
If you are unable to find sufficient parking for a Door to Door delivery, you can always contact the user via the app to request that the user meet you at your vehicle.