Quick answer: The Uber order ID (from the trip in the Direct Dashboard). Your store name. Then follow the steps below.
Uber Direct deliveries are supported by Uber's Merchant Support team. This is a summary of Uber's ANZ Merchant Support Handbook.
Which channel to use
Phone, for live orders: order status, the wrong order given to the delivery person, a delivery person who didn't pick up the order or didn't complete a return trip.
Email, for everything else: tip adjustments, account settings, using the Direct Dashboard, feedback and escalations, and reimbursement requests.
Contact Uber Direct support
Australia: +61 1800 951 405
New Zealand: +64 800 453 950
Email: [email protected]
Merchants who are also on the Uber Eats app must contact Uber Eats Marketplace support for Marketplace orders. The contacts above are for Uber Direct deliveries only.
Have this ready
The Uber order ID (from the trip in the Direct Dashboard).
Your store name.
A short summary of the issue.
For a reimbursement: the customer invoice, or cost price for retail merchants.
Raise issues within 72 hours of the delivery request so Uber can follow up with the delivery person.
Reimbursements
Uber reviews each request to decide if Uber is responsible.
Uber may be responsible when: the order was delivered to the wrong address even though you gave the right one, or the delivery person cancelled after collecting an order that met the delivery rules.
Uber is not responsible when: you handed over the wrong order, you cancelled the delivery, the order broke the delivery rules, items were missing or wrong in the order, or for item quality.
For how Uber Direct orders flow through your console, see Uber Direct Merchant & Customer Workflow + Support.
Need help?
Email [email protected], call 1300 445 483 or message us from the chat. Tell us your store name, your console address and what you have already tried.