Welcome to Delivery FAQ!

As we launch this new courier service, this FAQ page will be consistently updated adding any questions you may have. As you scroll down you will see how to have successful trips before ending up with the answers to the questions partners like yourself have asked. Check back as frequently as you would like and welcome to Uber. 

Frequently Asked Questions

Check back here for answers to your frequently asked questions! 

 

WHAT HAPPENS IF I CAN’T FIND THE CUSTOMER?

Don’t worry- usually the eater is reachable through phone or text message. The best way to make sure the food is delivered is to call and text the user if you cannot find them. After that, we recommend waiting 10 minutes for the eater to show up. If the Eater is not there after 10 minutes, feel free to cancel the trip.

DOOR TO DOOR?

UberEats is a door to door service this means that both the pickup and the drop-off go to the restaurant and customer’s door. Eaters don’t like it when they are asked to come to the curb. Try your best to find a safe and legal parking space before heading inside, more information can be found here.

PARKING IS HARD AND I DON’T WANT A TICKET

We understand this is the greatest fear of new delivery drivers and we recommend reading through the Parking Safe section.

HOW DO I BEGIN A TRIP?

It may be beneficial to check out the Application Interface page and then on to your handsets to see what it looks like and how to succeed!

HELP! I DON'T KNOW HOW TO CALL THE CUSTOMER!

You are able to call the customer at any time during the trip. Simply click the clipboard in the upper right corner of the partner app and you will have the option to call :)

DO I NEED TO WEAR A UNIFORM?

As a partner you are the key person to interact with both Uber and your customer! Help us build the best in class business for both restaurants and eaters. Remember as these are your customers you want to give the best impression possible! Treat both merchants and customers like they are your prized customers. If you’re polite, clean, and efficient, both merchants and eaters will notice and provide great ratings; but an Uber uniform is not necessary.

WHAT ABOUT ACCEPTANCE RATE?

Be sure to accept as many requests as possible. We want to make sure we have a simple, reliable product, and drivers canceling creates a bad experience for eaters. If you can hit above 90% acceptance rate, then we can offer you incentives to keep up the great work.

I WAS ASKED TO DELIVERY PIZZA BUT IT DIDN'T FIT IN THE BAG?

The current food delivery bag does not fit all sizes of pizzas being ordered. We have created a page to help you understand the basics in Packing the Food.

HOW DO I LOGIN AS A COURIER?

If you have the new app, navigate to your accounts page to change your vehicle to “12345-Courier’ to receive delivery dispatches. If you cannot find this vehicle, please reach out to support and we can get this resolved as soon as possible.

 

A few tips to keep in mind: 

  • The "On Delivery" card we handed out is NOT a free parking pass - only use it if you are parked legally
  • Remember that Delivery is a door-to-door service, and participating in this program will require exiting your vehicle
  • Always check for special instructions for easier pickups and drop offs. Pull up on the bottom of the screen to reveal
  • You can call the customer at any time by tapping the clipboard in the top right corner of the screen

 



FOR QUESTIONS, REACH US AT COURIERS@UBER.COM AND WE'D LOVE TO HELP! 

IF YOU ARE ON A TRIP AND NEED IMMEDIATE ON-TRIP SUPPORT, USE OUR DELIVERY PARTNER HOTLINE - 1-800-617-1979