QUESTION: Why is my order using the restaurant's delivery staff and not an Uber Eats delivery partner?
We want to provide a wide range of restaurants for our customers. Some restaurants have their own delivery staff and choose to fulfill your order with their own staff.
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QUESTION: Does the delivery experience change when a restaurant uses their own delivery staff?
Slightly, yes. With orders delivered by restaurant's delivery staff, you won't be able to follow the delivery staff's location in the Uber Eats app. Once the restaurant accepts your order, it's best to contact the restaurant directly if you need help with your order.
The restaurant and their delivery staff also receive your name, phone number, address, and any special instructions to help them complete the delivery. Please note that restaurant delivery staff are not subject to the standard sign-up and vetting process for the Uber app. Uber restaurant partners are responsible for properly vetting their delivery staff using commercially reasonable procedures in their market including, where available, background checks or other screening methods.
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QUESTION: I need to contact the restaurant's delivery staff for my order, how do I do this?
This isn't possible when restaurants use their own delivery staff to deliver. Instead, it's best to call the restaurant directly. They can contact their delivery staff on your behalf.
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QUESTION: How can I tell if an order is delivered by the restaurant's own delivery staff?
There are several places in the app where you can check:
- In the restaurant feed, you'll see an icon underneath the restaurant name that indicates they use their own delivery staff
- Inside a restaurant's menu, you'll see a notification near the top of the page if they use their own delivery staff
- Before you place an order, you'll see an icon near the bottom of the screen that indicates if they use their own delivery staff