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Helping you stay informed about risks to your account status

June 30 / US

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As part of our commitment to drivers and couriers to make our processes more fair, accurate, and transparent, we’ve rolled out new policies to further protect you from false claims and expanded our Review Center to provide a clearer pathway for you to dispute deactivation decisions.
Through ongoing conversations with drivers and couriers, we’ve gained a deeper understanding of the challenges a deactivation can create. One thing in particular is very clear: you want the opportunity to share your side of the story before deactivation decisions are made.
That’s why we’ve been building a better experience for drivers and couriers receiving and responding to reports—so you have more of a voice throughout the process, including when a report is made against you.
Introducing a new reports experience
If a report is submitted about you for certain issues—specifically, inappropriate behavior and unsafe driving—you’ll now receive a clear notification on the Driver app homescreen in addition to an email and in-app message. This new experience gives you the opportunity to see what type of incident was reported and when it happened, as well as to share your side of the story before your account status is impacted.
We’re working on adding more report types so you’ll have even more visibility going forward.
While we aim to give you as much advance notice as possible, we may need to restrict access immediately for certain types of reports, such as those involving serious safety incidents.
Getting a report doesn’t necessarily mean your account is at risk. However, receiving multiple reports over time can lead to deactivation. Go here to learn more about what to do if your account gets deactivated.
How it works

					
				
A yellow banner will appear on your homescreen for 7 days. You’ll also receive an email and an in-app message.
Select the banner to view the report and share your side of the story.
After 7 days, the banner will go away, but you can still respond to the report by using the link in the email or in-app message.
Tell us your point of view 

If you receive an alert, you’ll see what kind of incident was reported and when it happened. 

As you move through the experience, you’ll have the opportunity to describe your side of the story.

And you can upload recordings, photos, or other supporting information.
After you submit, your response will be added to your account. You don’t need to do anything else. If we need to make a decision that impacts your account status, we’ll see your side of the story attached to this report.
Tips for sharing your side of the story
We know that getting a report that feels unfair can be frustrating. Here’s how to help us understand what happened from your point of view:
Share the facts. Tell us exactly what happened from your perspective.
Share supporting media. If applicable, include dashcam videos, audio clips, screenshots, or delivery photos that may be helpful.
Respond as soon as you can. The sooner we hear from you, the better chance you have of remembering key details.
Consider setting up audio or video recording in the Driver app. It can provide helpful context later. Learn how it works
We’ll continue to improve
This update is just one part of a larger effort to make our platform fairer, more transparent, and more supportive of the people who rely on it every day.
We’re not done. We continue to listen to feedback from drivers and couriers and will work to make the experience better.