Your guide to Messenger and Customer Reviews via Uber Eats Manager

Drive better customer retention by directly remediating bad experiences.

Restaurants can now directly reach out to customers when they have a Missed or Cancelled Order via Uber Eats Manager. Restaurants can also optionally grant a promotion, which will be valid for 30 days only for that customer on a future order with the same restaurant. 

Here are some more detailed examples:

It is frustrating for customers when restaurants miss their order. Show them that you care by sending an apology message. You can also give the customer a discount for their next order to encourage them to try you again.

Go to Uber Eats Manager > Orders > Order issue > Unfulfilled > Message

Things happen, and for whatever reason you might have to cancel a customer’s order. Send an apology message along with a discount to encourage them to order from your restaurant again.

Go to Uber Eats Manager > Orders > Order issue > Unfulfilled > Message

Today, we enable restaurants to respond to reviews submitted by customers. Customers will see your reply as an Uber Eats push notifications, an in-app banner and on your storefront. 

Go to Uber Eats Manager > Customers > Feedback > Reviews > Reply

The Reviews tab in the Feedback section of Uber Eats Manager now includes a way to automate your responses, saving you time while helping maintain your customer experience.

Go to Uber Eats Manager > Customers > Feedback > Reviews > Manage auto replies

Here’s how you set it up:

1. Define Criteria: Define who receives replies, filtering customers by rating, customer type or minimum order spend.

2. Create Message: Use one of our recommended messages or make your own.