Customers can see your suggested arrival time
The app is built so that customers see an order arrival time that’s calculated with the assumption that delivery people are en route to them right after picking up their order.
Customers get an in-app notification as you arrive, so they should be ready for you.
Customers often provide specific delivery instructions
Customers like to choose where to meet you. Some will ask that you deliver right to their door, while others may want to meet you outside. The app will show you their preference.
The app displays extra delivery information
You may see notes from the customer in the app, which could include helpful details like apartment numbers, gate codes, and other instructions. If you can’t find the customer, feel free to contact them.
If you can’t find the customer, feel free to contact them. You can call or send a message before dropping off an order by tapping the clipboard icon.
The restaurant staff can help you double-check orders
Verifying orders at the restaurant, especially drinks and small bags, helps you to not leave anything behind accidentally.
A friendly greeting goes a long way
Customers often appreciate a warm greeting and a thank you.
Best practices from top partners for completing deliveries
Review details: Double check the details of the drop-off instructions in the app.
Contact consumer: If information is missing, or the recipient isn’t there, contact them through the app at least twice. If the recipient doesn’t answer, leave a message on their voicemail. This makes sure everyone has a good experience.
Wait 5 minutes: If the recipient still doesn’t respond, attempt to call again. It’s better to give consumers a chance to respond, because cancelled orders impact restaurants and consumers.
If the consumer is still uncontactable please dispose of the food. Follow the instructions in the app and complete the trip. You’ll still receive your fare for this delivery. You can do this without negatively affecting your rating.
Be careful: Continued failed deliveries may be considered fraudulent behaviour as indicated by our Community Guidelines and could lead to the permanent deactivation of your account.
Providing door-to-door service
Top partners always check delivery drop-off instructions and do their best to accommodate requests.
If door-to-door drop off isn’t possible, contact the consumer to see if they can collect their order at the kerbside.
Frequently asked questions
- What if I can’t find the customer?
If you’re unable to find the customer when delivering, you can call or message them in the app. If they don’t answer, you can tap the banner that appears to indicate that they didn’t answer. This will send them a notification.
If they don’t contact you quickly, you can follow the prompts to end the delivery.
A high number of cancelled deliveries may indicate fraudulent activity in violation of our Community Guidelines and the Platform Access Agreement.
- What if they call and request an address change?
You can accept or decline the request to deliver to a new location.
If you decide to deliver the order to the new address, you can contact Uber Eats support.
If you don’t want to deliver to the new address, you can cancel the order.
- What if the order is cancelled while I’m on the way?
In rare cases, an order you accept may get cancelled by the restaurant, the customer, or our support team even after you’ve picked it up. Once cancelled, the order will disappear from your app.
- What if I can’t deliver an order?
If there’s a problem, like a flat tyre, and you can’t deliver an order, you can cancel the trip in the app.
Once you’ve cancelled, you can contact Uber Eats support through the app to report the incident to us. If you or someone else has been injured and you need emergency help, always call the authorities first.
The information provided on this web page is intended for informational purposes only and may not be applicable in your country, region or city. It is subject to change and may be updated without notice.