Delivery tips
Great delivery people understand that professionalism, communication and care can lead to smoother trips, better ratings and happier customers. Whether you’re picking up or dropping off, these tips from merchants and top Delivery People can help improve your experience delivering with Uber Eats.
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Picking up the order
Communicate with the merchant
Let the merchant know you've arrived to pick up an Uber Eats order and ensure you are polite and professional. For example, you can greet the merchant and mention 'I am here to pick up an Uber Eats order for Jane D'.
Check for any pick-up notes in the Uber Driver app in case there are any specific instructions. These may include where to park, which entrance to use or designated waiting areas.
Help merchants prepare with accurate timing
Merchants monitor your estimated time of arrival to prepare the order accordingly, so leave promptly after accepting a request. If the order isn’t ready when you arrive, tap 'Order not ready' in the Uber Driver app by clicking on the order name, to help improve the timing for future orders.
Double check the order
Never open sealed bags when verifying an order. Always double-check that the name on the bag or receipt matches the order, and trust your instincts when verifying the order.
If something seems off, such as receiving a small bag for a large order, confirm with the merchant. Make sure that packaging is sealed and undamaged before leaving the merchant and never open sealed bags when verifying an order.
QR code scanning
Some merchants will print a QR code on the order receipt for you to scan to verify that you are picking up the right order. If there are any issues, follow the guidance in-app to check with the merchant, or complete standard verification.
How you present yourself makes a difference
Merchants and customers tell us that delivery people who are neat and tidy make a better impression. Wearing clean clothes and closed-toed shoes helps you look professional. If you wear a helmet, try taking it off before going into a restaurant or delivering an order.
Transporting orders safely
Use an insulated bag
To help you deliver orders safely and maintain order quality, we recommend using an insulated delivery bag. Not only do insulated delivery bags help with carrying items safely, they also help keep food or grocery items at their intended temperature.
We recommend an insulated, sealable (with zip or similar) bag that is washable and large enough to carry an 18” pizza box. You can purchase an Uber Eats delivery bag here. For delivery workers delivering on a bicycle or motorbike, you receive a delivery bag for free when you sign up.
We hear from most merchants that they would like you to bring your insulated bag in-store to show that you’re going to deliver the order with care. However, some may prefer you leave it in your vehicle if there is not much room in the store, so be sure to check the pickup notes.
Handle heavy orders safely
When handling heavy items, bend your knees, keep your back straight and lift with your legs, not your back. Keep the item close to your body and use a trolley when possible to avoid strain. If you're on a bike, make sure your delivery bag is secure and the straps are in good shape. If an order feels too heavy to carry safely, you can cancel it in the app by selecting 'Oversized Item' as the reason.
Follow restaurant food safety preferences
Some restaurants may request specific handling, like separating halal and non-halal food. Pay attention to these notes to ensure food safety and regulatory compliance.
Secure food and drinks
Ensure that orders are kept upright and that any loose drinks are stored in a cup holder or tray to avoid spills.
Delivering pizza? Follow these quick tips to keep it fresh and looking great:
- Handle with care – keep the box level to avoid shifting.
- Use the correct placement – place pizzas horizontally, if using an Uber Eats delivery bag simply unzip the second front zipper to expand the bag.
- Never store pizzas vertically – yhis can cause toppings to slide and ruin the presentation.
Top delivery people make sure customers never receive an order which has been opened, damaged or has items missing. If any damage occurs during transit, let the customer know when completing the delivery or reach out to Uber Support for guidance.
Dropping off the order
Customers can see your estimated arrival time
The Uber Eats app shows customers an estimated arrival time based on how long it is expected to take for you to pick up and deliver the order, including any stops along the way for batched orders. If you are experiencing any delays, like merchant wait time, you can reach out to the customer to keep them updated. When dropping off the order, the customer will also get a notification as you approach, so they’re likely to be ready when you arrive.
Check delivery instructions
Customers select a drop-off preference like 'meet at door' or 'leave at door' which is shown in the Uber Driver app. They may also provide more detailed delivery instructions for things like gate codes, apartment numbers or other notes to help guide you. Try to honour the customer’s delivery preferences. If you can't reach the door (e.g. due to a locked gate), contact the customer to arrange kerbside pickup.
Be polite and friendly
A warm greeting and friendly hand-off goes a long way. Positive interactions often lead to higher ratings and customer satisfaction.
Avoid repeated failed deliveries
Repeated delivery issues may be flagged as suspicious activity under our Community Guidelines. This can lead to permanent deactivation of your account.
Handling common issues
Long wait at the merchant?
It is up to you to decide how long you are willing to wait at the merchant before cancelling an order, but for most orders, a delivery person can expect to wait around five minutes. If you are not able to wait at the merchant, you may opt to cancel the trip by selecting ‘Excessive wait time’ in the Uber Driver app.
Can’t find the customer for a 'Meet at door' order?
- Double-check the delivery instructions
- Use the Uber Driver app to call or message the customer to let them know you have arrived. Attempting to contact the customer will start the drop-off off timer.
- Follow the prompts in-app to continue attempting to contact the customer while you wait for the timer. We will also attempt to call the customer on your behalf.
- If you still cannot find the customer by the end of the timer, you will be able to complete the delivery by leaving the order, or starting a return trip if applicable (e.g. alcohol orders). You will still be paid for the order.
Can’t complete a delivery?
If you are unable to complete a delivery for any reason, such as the merchant being closed, a vehicle issue or another unexpected situation, contact Uber Support for assistance. In the event of an emergency, always contact emergency services immediately.
Account safety and responsibility
Don’t share your account
Your Uber Eats delivery account is personal. Sharing it violates policy and raises safety concerns. Make sure your profile photo in the Uber Driver app matches your real appearance.
Importance of your satisfaction rating
Under Uber’s Community Guidelines, delivery people who do not meet the minimum satisfaction rating for their city may lose their access to the Uber Driver app. The minimum satisfaction rating for delivery people in Australia and New Zealand is 85% thumbs up. You can follow the tips on this page to help you get good ratings from customers and merchants.
Mind your conduct
Avoid inappropriate or unprofessional behaviour. Inappropriate comments or unwelcome communication before, during or after delivery can make people uncomfortable and can lead to poor ratings or permanent deactivation.
Delivering with the correct vehicle
Please make sure you're using the vehicle linked to your Uber Driver account. Using a different vehicle can be unsafe, may violate Uber's guidelines and can affect your delivery routes. Sticking to your approved vehicle helps keep deliveries safe and efficient for everyone.
Deliver your way in the app
Deliver your way in the app
The information provided on this web page is intended for informational purposes only and may not be applicable in your country, region or city. It is subject to change and may be updated without notice.
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