It was great to meet so many of you! We heard what you had to say, answered your questions, and listened to your concerns.
The Courier Roundtable events were a huge success. It was a great way to help us improve things and meet your expectations. Thanks for your time, commitment and feedback.
We heard about some of the issues that are important to you, including clarifying earnings on some products, safety issues and we also spoke about changes to the app.
We’ve put together details of key points from the meetings, as well as answering the most frequently asked question.
You wanted to know how multiple pick-up earnings work
There are two types of multiple pick-ups: Multiple pick-ups for one drop-off and multiple pick-ups for two drop-offs. Let’s explain.
Multiple pick-ups for one drop-off
This is for trips where you collect multiple orders from two different restaurants and deliver to one customer.
Here’s how your fare is calculated (based on a trip distance of 5km):
- You’ll earn 1.45 x your usual pick-up fee
- You’ll earn your usual rate per kilometer for a trip up to 5km
- You’ll get 2x your usual drop-off fee
Your total fare = these three elements together.
Multiple pick-ups for two drop-offs
This works in much the same way as multiple orders from a single restaurant.
Here’s how the fare is calculated (based on a trip distance of 5km):
- You’ll earn 1.45 x your usual pick-up fee
- You’ll earn your usual rate per kilometer for a trip up to 5km
- You’ll get 2x your usual drop-off fee
Again, your total fare is the sum of these three prices.
In short, when you have multiple orders, you’ll earn extra for each drop-off and pick-up. Click here to learn more.
You told us you were worried about unsafe locations
We listened to your concerns, as well as your requests to block locations where you feel unsafe.
These are the steps we’re taking:
- Flagging unsafe locations – Our law enforcement relations team (LERT) is cooperating with government agencies including AURA to identify problematic areas, and unsafe locations will be blocked – for example, some areas in Soweto in Johannesburg is now not eligible for deliveries on the app.
- Drive awareness to built-in safety features – In-app safety-tech like the panic button is designed to help when you’re in need; and going forward, we’ll be developing & launching more safety products, like audio recording.
- New safety-first procedures – If you receive an address change directing you to an unsafe location, contact support and go to the original location instead and then use the eight-minute countdown timer to complete the order.
- Avoiding unsafe night deliveries – We’re changing operating hours in some areas to avoid night-time drops in unsafe areas.
Uber Connect will now be called Uber Package
Let’s explore the issues you’ve had with this product and introduce our solutions.
You wanted to know how cash payments work on Uber Package.
- The requestor pays upfront – This means you collect the cash payment when you pick up the package.
- If you don’t receive the correct payment, let us know – Please indicate the amount you received before the end of the delivery, so your weekly earnings statement will be adjusted to the correct amount and you don’t have to worry about contacting Uber Support later on.
- If you’re underpaid or overpaid, update it in-app– That way we can pay you the difference.
- If you can’t deliver to the requested address, you can return it sender – If a package can’t be delivered you can drop it back to the sender if it’s closer than the Greenlight Hub (GLH).
Make sure any adjustments to delivery are made in-app – Ensure the trip is still active when you
Here’s an Uber Direct update:
First, let’s explore the issues you’ve been having and how we’re addressing them:
- GPS issues – You’ve had technical problems which we are in the process of fixing. In the meantime, please use your preferred GPS.
- Customer chat – We are looking into the chat feature and we’ll keep you updated.
- Calling the customer – We need your correct number to enable the in-app call function when you’re on a delivery, so please check your profile phone number is correct, so you and your customer can be in touch if needed.
Uber Direct – the changes:
- KFC Direct will no longer issue multiple orders – As a push to keep within estimated delivery times.
- Zulzi-Zulzi deliveries will need Signature verification – This is replacing PIN Code so make sure you always get a signature on deliveries.
McDonald’s drinks packaging issues have been noted
You told us that McDonald’s drinks packaging is not up to scratch and is causing problems. We’ve passed your concerns on to McDonald’s head office and they’re addressing the issue.
And finally…
Let’s keep the conversation going. There were many other issues raised, and we are proactively working on them. Getting things right is a work in progress which starts with listening, so we can work towards the changes you need. In the meantime, please complete the national survey. We’ll keep you updated on improvements we make to the app, so keep reading our emails to stay up to date.
Thanks again for your cooperation.
Uber Eats Team South Africa
Posted by Uber Eats South Africa
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