What are some initiatives Uber Eats may implement to promote order reliability?

Data shows that consumers value reliability, efficiency and a smooth order experience with stores.

Creating a positive experience for delivery persons and Uber Eats users is an integral part of our Community Guidelines. To do so, we may implement certain tools or measures to reduce high cancellations or unfulfilled rates.

Some of these initiatives may include:

Automatic pausing in the Uber Eats Orders app

Orders may be automatically paused in the Uber Eats Orders app because of following reasons:

NOTE: These reasons may be updated from time to time

• Unaccepted orders: Consecutive orders not accepted on your store’s tablet or did not successfully inject into your POS system due to integration issues
• Store caused consumer cancellations: Your acceptance time or food preparation time is longer than usual, resulting in consumers canceling orders.
• Store cancellations: Your store canceled an order with the reason “Store is closed”, or “Store is too busy”
• Multiple incomplete orders: Consecutive orders were not completed by your store
• Multiple delivery person cancellations at store: Multiple delivery persons canceled after arriving at your store

NOTE: If a delivery person reports that your store was closed, we will attempt to call the store to confirm whether or not you are open. If there is no answer, we will manually pause your store for the rest of the day to prevent further unfulfilled orders.

If you are using a tablet and pausing happens, you will see a red screen with a large pause icon appear on your tablet. Consumers in the Eats app will see your restaurant as “currently unavailable”.

To start accepting orders again (if your store has a tablet):

1. Tap the “Pause” symbol.
2. Find the red “Orders Paused” banner at the bottom of the device screen.
3. Tap “Resume”.
4. Tap “Confirm”.

If your store does not have a tablet, you can access Uber Eats Orders in the following ways:

• Using the Uber Eats app on a personal tablet
• Opening the Uber Eats app on an Android phone
• Using WebRD in Google Chrome on your computer

NOTE: If you don’t manually unpause orders, they will unpause automatically the next day at store open.

Measures during late night or near menu closing time

Measures may be implemented to assist certain stores in managing their orders during late night and / or near menu closing time, where there’s a higher likelihood of store-caused canceled or unfulfilled orders.

These stores would have demonstrated consistently high levels of unreliability based on recent data. Such data will be reviewed periodically to assess the necessity of these measures.

While these measures may result in a temporary lower order volume during consumer specific periods, these measures are intended to promote a positive consumer experience with your store, which may in turn lead to a higher likelihood of reorders.