Pay. The Delivery Fee (or Shopping Fee) is calculated based upon several marketplace factors including: location of the merchant, customer, and available delivery people (or shoppers); the estimated time and distance to travel to the pick-up and drop-off locations; the estimated time for order pick-up; the time of day and day of week; and the overall desirability of the order including whether this offer or offers like it have been declined. For each completed trip, you will receive payment in your next ordinary remittance cycle (weekly instalment, daily Flex Pay, or Instant Pay, based on your choice).
Matching. For each delivery or Shop & Deliver offer surfaced to you, you received the offer because you were online in the Driver App and you were located close enough to the pickup location when the merchant was close to completing the order (or, if this was a Shop & Deliver request, when the customer placed the order). Uber considered whether your transportation method was capable of transporting an order or group of orders across the distance to be travelled, and the time it would take to transport the order from pickup to dropoff (and, for some non-restaurant merchants, the physical size of the order). If you received a request while you were already on a delivery, then the primary reason you received the request is that your current active delivery was already heading along a similar route as the subsequent delivery request, or because you had already agreed to shop from the same merchant. If the merchant specified that an insulated bag was required, you received the request because you indicated that you have an insulated bag. You received the offer because you did not previously have a negative interaction with the merchant or the delivery recipient, and because at the time you received the offer, Uber had not detected fraud. If the delivery was for a high-value item, then a consideration in sending you the offer was that your delivery history showed it was unlikely you would fail to deliver it. If this trip request appeared in Trip Radar, it means Uber showed the offer to a small number of delivery people who also sufficiently satisfied these criteria, and if multiple delivery people selected the trip in Trip Radar, then Uber determined the best match using the same or similar factors described above.
Ratings. Your average delivery satisfaction rating is based on the percentage of positive feedback (thumbs up) received from consumers and merchants from your last 100 ratings (if you have fewer than 100 ratings, you will start seeing your average after receiving 10 ratings). If your average rating falls below your city-specific minimum average rating, starting after your first 15 ratings received, your access to Uber Eats will be removed. Uber will send you notifications by email and in-app before you cross below the city-specific minimum average threshold, so that you have an opportunity to increase your average rating. Your delivery satisfaction rating impacts your Uber Eats Pro loyalty tier status. Note that your average rating (based on your last 100 ratings) is different than your ‘Daily average satisfaction rate’ of your last 5 rated trips, which Uber is required to disclose to you under the DPWRA.
Failure to perform. You are generally free to decline an offer, or accept and then cancel an offer (so long as any items you picked up are returned to the merchant). If you decline offers, or cancel trips after accepting them, with extreme or unusual frequency, your account may be suspended or deactivated for fraudulent misuse of the Uber marketplace platform. If you mark deliveries as complete, but Uber receives several customer reports that they did not receive the item(s), you may lose access to delivery trips.
This information is specific to delivery people and shoppers in Ontario, Canada. This information may not be accurate for other regions.
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