Uber Direct is the latest delivery integration to the Order Up (OU) platform. This on-demand service allows you to use Uber's delivery driver network for a flat fee through your existing OU system.
Customer & Merchant Order Flow
Customer Places an Order:
The customer places an order for delivery on your Order Up menu.
Order Appears on OU Console or Printer:
The order appears on your OU Console or printer screen.
View Order Details:
Click on the order to see all the details, including the READY TIME (estimated prep + delivery).
Order Confirmation:
Once the order is confirmed, the customer receives an Order Up confirmation pop-up and email with the Uber Direct "Track My Delivery" link.
Tracking the Order:
Customer Tracking: The customer receives an SMS from Uber Direct with a tracking link once the order is confirmed.
Merchant Tracking: You can track the order via the Uber Direct portal or in the OU console.
Login to the console.
Go to
Order.Click on the order you want to view.
Scroll to the bottom of the page and click on the "HERE" link.
Order Delivery:
Once the food is delivered to the customer, the order automatically moves to the Completed Orders tab on your OU Console or printer screen.
Verify Successful Delivery:
To check that the delivery has been successful:
Go to
Order.Click on the order you want to view.
Scroll to the bottom of the page and click on the "HERE" link.
You will see a message confirming the delivery.
By following this workflow, you can ensure smooth order management and delivery tracking using the Uber Direct integration on the Order Up platform.
Uber Direct Support
How to Contact Support
Australia: +61 1800 951 405
New Zealand: +64 800 453 950
Email: [email protected]
*Note: Merchants who are also on Marketplace (UberEats app) must contact Marketplace support ([email protected]) for Marketplace trips, as the above are for Direct trips only.
Support Hours
Australia: 7 - 10 PM (7 days a week)
New Zealand: 9 AM - 12 PM (7 days a week)
Direct Hack: To get the fastest support, use "Uber Direct Order xxxxx" in your email subject line.
Information to Have Ready
Uber Order ID:
5 alphanumeric characters found in the trip summary in direct.uber.com.
Last 5 digits of the trip UUID.
Store Name.
Summary of the Issue.
If Requesting a Refund:
Customer Invoice Screenshot:
Email to [email protected] in addition to the above information.
Proof of Cost/Warehouse Price Screenshot:
For retail merchants.
*Issues must be raised within 72 hours of the delivery request to be eligible for a refund, as support needs time to follow up with delivery people.