Using third-party delivery providers through Incentivio enables brands to offer seamless delivery to guests, avoiding hefty commission fees that are common through marketplace apps. This article will provide guidance on managing third-party delivery services through their respective portals.
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DoorDash Drive
To access the DoorDash Drive portal, navigate to www.doordash.com/drive and sign in with the credentials you used to create your account.
Please note: Our team has no visibility into the DoorDash Drive portal. Please contact DoorDash directly to gain access or to resolve any issues related to your account.
Scheduling a Delivery
Orders placed through Incentivio should automatically schedule a delivery driver. However, DoorDash also allows operators to manually schedule a driver pickup, as needed.
- On the DoorDash Drive portal, select New Order.
- Confirm store pickup information, which should be pre-filled with all of your store's information.
- Enter customer information (where the delivery is going to.) Include any special drop-off instructions (e.g., "call upon arrival," etc.) Be sure to include the customer's preferred contact information.
- Enter the delivery details, including the order subtotal, driver tip amount, and delivery date and time. This is important to ensure the driver is appropriately equipped, based on the order size.
Canceling a Delivery
Please note: You can only add instructions, reschedule, or cancel an active order. If you need to add items, change the customer address, etc. — you must contact live support or cancel the order and submit a new request.
- In the DoorDash Drive portal, navigate to the Active Orders page and click on the desired order.
- Select the desired action: Reschedule Delivery or Cancel Delivery.
Troubleshooting & Support
For issues requiring immediate assistance, such as:
- Dasher is 15+ minutes late to pick up the order
- Dasher took the wrong food
- Customers calls store and cancels order
Call DoorDash support (1-855-973-1040) and provide the following information:
- State that it is a DoorDash Drive delivery
- Store Name
- Customer Name
- Delivery ID/DoorDash Order ID (can be found in the DoorDash portal)
For non-immediate issues, such as:
- If the guest has a complaint and wants a refund
- If the dasher was rude to store or customer
- Billing/refunds processing
Email DoorDash support at drive-support@doordash.com and provide the following information:
- State that it is a DoorDash Drive delivery
- Store Name
- Customer Name
- Delivery ID/DoorDash Order ID (can be found in the DoorDash portal)
Uber Direct
To access the Uber Direct portal, navigate to www.direct.uber.com and sign into your account.
If you do not have access to the Uber Direct portal, contact your Customer Success Manager or our Technical Support team at support@incentivio.com.
Scheduling a Delivery
Orders placed through Incentivio should automatically schedule a delivery driver. However, Uber Direct allows operators to manually schedule a driver pickup, as needed.
- On the Uber Direct portal, select + New Delivery at the top left of the page.
- Fill in the pickup details, including the pickup time (ASAP or scheduled), the pickup location, and notes for the pickup address.
- Fill in the drop-off details, including the customer's address, contact information, and delivery notes.
- Fill in package information, including approximate package weight and description (which helps ensure heavy orders are picked up by a driver with a car and not a bicycle) and whether it contains alcohol (to ensure the driver IDs the customer at dropoff).
- Select Request Now at the bottom right to submit.
- Add a tip for the delivery driver, which helps to incentivize couriers to prioritize orders.
- Review all details and click Confirm to submit the order, or Back to change the order details.
Canceling a Delivery
- In the Uber Direct portal, navigate to Deliveries and choose the correct time period (Today, Future, or Past).
- Find the order in question and click "Cancel" at the bottom right of the order.
Troubleshooting & Support
For questions about Uber Direct billing, please contact our team at billing@incentivio.com.
Please note: Refund requests must be submitted via email and cannot be completed over the phone. They require an itemized receipt, which should be sent to uberdirect@uber.com - not to our billing team.
To contact a driver that has already been assigned:
- In the Uber Direct portal, locate the order and click on it.
- If a driver has been assigned, it will show:
- Their name and picture
- Their vehicle and last 4 characters of their license plate
- Their phone number
This can be used to reach out directly to the driver.
For issues requiring immediate assistance, such as:
- Driver is 15+ minutes late to pick up the order
- Driver took the wrong food
- Customers calls store and cancels order
Call Uber support (1-866-987-3750; available 24/7) or email them at uberdirect@uber.com and provide the following information:
- State that it is an Uber Direct delivery
- Store Name
- Customer Name
- Uber Order ID (can be found in the Uber portal)
For non-immediate issues, such as:
- If the guest has a complaint and wants a refund
- If the dasher was rude to store or customer
Email Uber support at uberdirect@uber.com and provide the following information:
- State that it is a Uber Direct delivery
- Store Name
- Customer Name
- Uber Order ID (can be found in the Uber portal)