for your delivery
Sometimes a problem occurs during a UberEATS race. Here are some tips that you can follow in case of difficulty.
What to do if you cannot find the eater
Once you have arrived at the delivery location, you can find all the details that will help you to locate them (eg. intercom, floor number, etc.) within the app. If any information is missing, or if the eater appears to be absent, we strongly suggest that you contact them at least twice by clicking on ‘’Contact’’ via the menu button in your app, and leave a voice message if they do not answer.
Important: You must use the phone number associated with your UberEats account in order to contact the eater.
If the eater does not respond after calling them twice, we strongly recommend you wait 5 minutes and attempt to call them again. After this period of time, you may cancel the order by marking the order as ’’Unable to deliver’’ on the app. Important: You will be paid for the delivery and the cancellation will not impact your eligibility to the trip incentives.
I can’t deliver the order (accident, flat tyre, order damaged, etc)
If you are on your way to the restaurant and have not picked up the order yet, we strongly recommend that you first call for emergency assistance (if necessary). If possible, cancel the trip on your app as soon as you can. We then request that you call UberEATS support and report the incident to us.
If you have already picked up the order and you are on your way to the eater‘s location, we strongly recommend that you call for emergency assistance (if necessary). We then request that you call UberEATS support and report the incident to us.
The eater calls you to change the delivery address
Once you have collected the food and are on your way to deliver the order, an eater may call you to let you know they have entered the incorrect delivery address. Be aware that you are free to accept or decline the request to deliver to the new location.
If you are happy to deliver the order to the new address, we strongly recommend that you call our support team so they can adjust your trip fare.
Otherwise, if you decline to deliver to the new address, you are free to dispose of the food in a safe place. We request that you contact UberEATS support to make us aware of this situation.
The order that I was delivering has been cancelled
There is a possibility that the order you accepted was cancelled by the restaurant or by our support team. The order will then disappear from your app and return to the home screen.
If this does happen, please note that your payment will always be calculated on the basis of the distance travelled from the restaurant. You are free to dispose of the food in these instances.
I have been waiting for a long time at the restaurant
When demand is high, restaurants may take longer than usual to prepare the food. We suggest that you wait at least 15 minutes at the restaurant. If you have waited for 15 minutes and the food is still not ready, you can cancel the order by indicating the following reason ’’Excessive wait time” on your app.