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Essential tips

for your delivery

Sometimes a problem occurs during a delivery with Uber Eats. 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 by clicking on ‘’Contact’’ via the menu button in your app, and leave a voice message if they do not answer.

  • If you can’t get hold of them, try calling them at least 2 more times
  • If you’re unable to make contact after 10 minutes, you can feel free to cancel the delivery, unless you would like to wait longer.

Cancelling an order without taking the necessary steps to complete it may result in you not receiving the full delivery fee. Learn more here on cancellations at http://t.uber.com/UK_Uber_Eats_Cancellations.

I can’t deliver the order (accident, flat tyre, order damaged, etc)

If an incident occurs that prevents you from being able to pick up or drop off an order, cancel the trip on your app as soon as you can. We would appreciate it if you could then call Uber Eats support and report the incident to us. In the case of an emergency, always dial emergency assistance at 999.

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 decline to deliver to the new address, you are free to dispose of the food in a safe place. We request that you contact Uber Eats 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. You are free to dispose of the food in these instances. If your order contains alcohol, please return the alcohol to the pick-up location.

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.

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