Uber Direct Portal

One of the benefits of utilizing Uber Direct for third-party delivery is access to a comprehensive portal, which provides operators with increased visibility into all scheduled deliveries, including past, future, and incomplete orders.

For more information from Uber Direct, check out their FAQ: Uber Direct FAQ

Interested in enabling Uber Direct for your brand? Check out this article: Onboarding with Uber Direct

Contents

1. Viewing Order Information
2. Refunds

Viewing Order Information

For more information on a particular order:

1. Sign into the Uber Direct portal.
   If you do not have access to the Uber Direct portal, reach out to your Customer Success Manager or our Technical Support team at [e-mail] to request access!
2. The home page will provide a list of all recent orders for the last month, but can also be sorted by current, past, and future orders. Within each of these, orders can be filtered further by location, date, status, or order issues.
   The recipient name, address, store address, status, and total fees will be displayed for each order. The Total column will include the total for both the delivery fee and tips that are owed to Uber and will be billed monthly by Incentivio.
   
3. Use the search bar to find the order by Store order ID, Uber order ID, Recipient name, or Recipient Address.
   
4. Clicking on a particular order will provide additional information, including the driver information, Uber order ID, order details, Uber tracking link, and proof of delivery (if enabled.)

Refunds

For refunds and order issue submissions, please utilize the below channels:

Support Forms:

• Refunds
• Trust and Safety

Email Alias:

• [e-mail]

Live Order Support Phone Number

• Dedicated Uber Direct Support Team: 1-866-987-3750, Open 24/7

*When contacting the Uber team, please have your delivery token (sent through API) or Uber ID (5digit Id located on the dashboard) available to share with the receiving agent

Refunds:

• If you’re calling in specifically asking for a refund, the best action would be to email [e-mail] so that an investigation can be done. Refunds are not provided over the phone, since they require an itemized receipt. Refunds must be submitted within 7 days of order completion.
• When emailing, please be sure to include:
  • The refund amount
  • Uber Order ID (from the Uber Direct portal)
  • Your contact info
  • Business name/location
  • Delivery date
  • A brief description of what happened
  • And an itemized receipt.

Notes

• Uber Direct has a 30-day limit on scheduled orders. While Incentivio supports scheduling orders up to 365 days in advance, we recommend setting delivery to a maximum of 30 days if you are utilizing a third-party delivery provider such as Uber Direct.
• Uber Direct does have a $100 maximum on tips that guests can provide to their driver. Please keep this in mind if you are using Uber Direct for large order fulfillment, as this will cause the scheduled delivery to fail and may require that the order be rescheduled manually in the portal.