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Direct Dashboard SSU Guide

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1. Introduction to Uber Direct
2. Dashboard How-to Guide
• Activating your Account
• Creating Stores
• Managing Users
• Creating Orders
• Catering Orders
• Mall Orders
• Billing and Payments
3. FAQ
4. Troubleshooting

White label delivery allows our partners (you!) to own their customer experience and data. This increases brand loyalty, conversion, and customer satisfaction with no additional fees.

Uber Direct allows brands to offer delivery through their channels using Uber’s courier network. Brands own the transactional journey while Uber provides a scalable, fast, and reliable service.

Uber Direct is our white label delivery solution

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Dashboard How-to Guide

How-to:

Activating your Account

Activating your Dashboard Account (1/2)

Screen will appear prompting you to enter a 4-digit code sent to your credentials.

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Log into your email to access your 4-digit code from admin@uber.com, enter it and click next.

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Navigate here and enter your information to begin to create an account. Click sign up.

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Enter your credentials, and click continue.

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Activating your Dashboard Account (2/2)

Finally, add your credit card information to complete your account!

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Read through Terms of Use and Privacy Notice, and click “I Agree.”

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Create your account by adding your business name, business type, and address of your main location. Click on the Uber Direct API Agreement to see details.

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If you have multiple locations, these can be added after your account is created

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Please enter your first and last name. Please do not use the same values for first and last name (e.g. John John)

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Where do I log into the Dashboard after creating an account?

Access your existing Dashboard account at direct.uber.com!

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Logging into the Dashboard (Admin View)

Enter the 4-digit code from your email into the prompt and click next to access the Dashboard homepage!

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Navigate to direct.uber.com, enter your credentials, and click continue.

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Screen will appear prompting you to enter a 4-digit code sent to your credentials.

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Log into your email to access your 4-digit code from admin@uber.com. Ensure to check your spam and junk folders if the email doesn’t appear in your inbox.

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Dashboard Homepage

Employee View

Admin View

Admin View (v.s Employee View) gives additional access to billing, user permissions, and developer resources. Within Admin View, you are able to update billing preferences, add stores, and manage employee permissions for the Dashboard.

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How-to:

Create Stores

Adding a Store (1/2)

When adding a location name, keep in mind that this is what delivery persons will see when picking up your order. We recommend using the following nomenclature: Business Name - Neighbourhood Name (e.g. Christina’s Pizza - Manhattan).

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1. Begin to place an order as usual by clicking “+ New Delivery” on the top left of the screen.
2. When selecting location, click “+ Add location”
3. “Create location” will pop up on the right side of the screen, prompting you to enter the Account, Location name, Phone number, and Address.

Before doing anything within the Dashboard, ensure that a store is on file. Only admins can add stores.

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Adding a Store (2/2)

4. Click “Save” at the bottom of the “Create location” tab.
5. Your location is now usable as a pick up address when requesting deliveries!

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Toggling between Locations and Accounts

Accounts

Locations

Admin and Employee users can toggle between locations within the Deliveries tab to view all past and future orders. Locations represent unique physical store locations.

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Admin users can toggle between accounts within the billing tab to view up to date billing information.

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Test Store #1

Test Store #2

Test Store #3

Test Store #4

Test Store #5

Test Store #6

Test Store #7

Test Store #8

Test Store #9

Test Store #10

$$$$$

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How-to:

Managing Users

Adding Users - Admin View (1/2)

1. Within the Admin view, navigate to “Users” on the bottom left side of the page or top right.
2. Click on “+ Add.”

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Before adding Employee users, please ensure at least one store is saved on the Dashboard.

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Adding Users - Admin View (2/2)

3. “Add a user” box will appear. Please enter the first name, last name, email address, and choose the role of the user (employee or admin). Phone number is optional and we do not recommend entering one.
4. Click “Save” to add the user information.
5. The new user will appear, with a “Pending” indication beside their name. The user will become active once the user joins the Dashboard account via email.

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Adding Users - Employee View (1/3)

The employee will receive an email invitation from welcome@uber.com with a link to join the Uber Direct Account. Click “Join.”

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Enter the email address you received the invite from in the box and click “Continue.”

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A prompt will appear asking you to enter a 4-digit code.

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Check your inbox for an email from admin@uber.com with the 4-digit code. If the email doesn’t appear in your inbox, check your junk folder.

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No accounts should be made with the same first and last name (e.g. John John), and multiple accounts should not be created from the same device.

Adding Users - Employee View (2/3)

Enter the code from your inbox and click “Next.”

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Click “Skip” when prompted to enter a phone number.

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Enter your full first name and last name.

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Check the box to indicate that you have reviewed and agreed to the Terms of Use, the Privacy Notice, and acknowledge that you are over the age of 18.

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Adding Users - Employee View (3/3)

You should see the view above. Click “Get Started” to access the Dashboard.

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You will now have Dashboard access and will be able to create deliveries!

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Editing Users

1. Navigate to the “Users” tab and click the three vertical dots on the far right beside the user you want to edit.
2. Click “Edit.”
3. Make any changes to the user in the “Edit user” pop up including, first name, last name, and user type (employee or admin).

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Deleting Users (1/2)

1. Navigate to the “Users” tab and click the three vertical dots on the far right beside the user you want to delete.
2. Click “Delete.”

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Deleting Users (2/2)

3. A “Delete user” pop up should appear. Click “Delete” again.
4. The user will no longer appear in the “Users” tab and their account will be inaccessible.

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How-to:

Creating Orders

Dashboard Order Flow

Store/Restaurant

You submit a delivery order request via the �Direct Dashboard.

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Courier

Receives your order and delivers it to the customer.

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Courier/ customer

Package handoff to customer.

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Customer

Orders from you

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Placing an Order (1/3)

1. Click “+ New Delivery” at the top left of the page.
2. Fill in the pickup details:
1. Schedule the pickup. Pickups can either be “ASAP” or scheduled.
2. Select the pickup location for the order. The last used pickup location will automatically be populated. To add a new location, click “+Add location” under Pickup. This location will be stored and can be selected for future orders..
3. Notes for pickup address. We strongly recommend adding all pickup guidances for the courier, along with your contact information so the courier can contact you if needed.
3. Fill in the dropoff details:
• Add the full dropoff address. We highly recommend adding notes (e.g. delivery instructions like customer buzzer).
• Add the first and last name of the recipient.
• Add a recipient contact number.

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Placing an Order (2/3)

4. Fill in package information:
1. Add Store Order ID (this is optional)
2. Add approximate package weight and description. We strongly recommend adding this, if your package is heavy our system will recognize and provide you a driver instead of a biker. This will ensure your delivery flow is smooth!
3. Indicate if the package contains alcohol, this will ensure the courier IDs your customer.
5. Fill delivery details.
• Check the box to indicate whether the package is eligible for a return if the customer is not available. You will be charged for the return trip as well.
6. Click “Request now” at bottom right to submit.

Placing an Order (3/3)

7. Add a tip for the delivery person ($1, $3, $5, or a custom amount), this tip will be charged your credit card on system, but you can charge this to the customer as you wish. This is not required but recommended to further incentivize couriers.
8. Review all details and click “Confirm” to submit the order, or “Back” to change order details.

If the customer has requested a tip added to their order, the amount tipped must be included and passed on to the delivery person.

Advanced Order Settings (1/2)

Alcohol Delivery

If delivering an order which contains alcohol, please flip on the switch that says “Contains alcohol.” This will trigger additional proof of delivery checks (i.e. ID check) at drop off. If the customer cannot provide a valid ID, appears intoxicated, or is unavailable to accept the delivery, the courier will be prompted to return the package.

Return Package Request

If you would like a package to be returned if the customer is not available to accept the delivery, please check the “Return package” in “Delivery details.” Additional delivery fees (using the same calculation method as the initial trip) will apply to the merchant.

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Advanced Order Settings (2/2)

Proof of Delivery

Merchants can select between five different proof of delivery types to confirm that the customer has received the correct order. You will see confirmation of the chosen proof of delivery method in your order history (i.e. link of photo courier took).

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Delivery Partners

If the order contains multiple large packages, you have the ability to request “Delivery partners” to aid in fulfilling the order.

Order Viewing

1. To view orders, click into their respective status (Today, Future, Past), on the top left of the Dashboard.
2. To switch between locations, click the selector at the top right. The last used pickup location will automatically be populated.

Canceling Orders

License Plate

Drop off Address

Pick up Address

Pick up Address

Drop off Address

1. To cancel or reschedule an order, navigate Deliveries and choose the correct time period (Today, Future, Past). Ensure you are viewing the correct location by checking the selector at the top right.
2. Find the order in question, and click “Cancel” at the bottom right of the order.

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Name

Order Search

1. To search orders, navigate to the home page.
2. Enter the Store Order ID into the search bar, and click “Search.”
3. The order will be pulled up below, showing the route, delivery fee, tip, item list, delivery person, and more.
4. If you had chosen a proof of delivery option, such as photo, you will see a link for the photo when viewing said order (after it is completed).

Item #1, Item #2, Item #3

Name

How-to:

Catering Orders

Catering or Large Orders

To ensure that your order is picked up, please add a larger, custom tip. As larger orders are more difficult for a delivery persons to deliver, a larger tip will incentivize them.

Add the weight and description of the items you are delivering in your large order. By selecting the weight at the higher end, you can ensure a courier with a 4W (i.e. car) will show up to deliver your catering order. Then, click “return package.”

We have special functionalities to allow you to delivery catering (or larger orders)!

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If your order is greater than 50 lbs, or larger than a large suitcase, increase the amount of delivery partners called. For an order that is 75 lbs, you would choose 2 delivery partners. This calls 2 delivery persons to pick up your order in batches.

How-to:

Mall Orders

Operating within a Mall

To ensure that your order is picked up, please add a larger, custom tip. As mall locations are more difficult for a delivery person to pick up, a larger tip will incentivize them.

Using Uber Direct within a mall can reduce the driver acceptance rate, as pick ups become time consuming. We have some tips and tricks to improve acceptance rate!

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Clearly describe the location of your store so that delivery persons are easily able to find your location, and are more likely to accept the trip.

Recognizable Store Name

How-to:

Billing and Payments

Adding a New Payment Method (1/2)

1. Within the Admin view, navigate to the billing page on the bottom left side of the page.
2. Click on “+ Add card.”

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Adding a New Payment Method (2/2)

3. Add credit card or debit card details including card number, expiration date, security code, country, and zip code.
4. Click on “Add Card” to add your payment method.
5. The new card should appear under “Payment method.” You are now able to create new deliveries!

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Deleting a Payment Method (1/2)

1. Click on the three vertical dots to the right of the payment method you would like to delete.
2. Click “Delete.”

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Important note: To delete a payment method you must already have at least two cards on file. The Dashboard requires one card on file at all times.

Name

Name

Deleting a Payment Method (2/2)

Important note: To delete a payment method you must already have at least two cards on file. The Dashboard requires one card on file at all times.

3. A pop up titled “Delete Payment Method?” will appear. Click “Delete” to remove the payment method.
4. The payment method should no longer appear.

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Name

Name

Setting Default Payment Method

1. Navigate to billing.
2. Click on the three vertical dots to the right of the payment method you would like to set as default. Click “Set as Default.”

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3. Within the “Set as Default” pop up, click “Confirm.” Your payment method of choice should now be the default payment method.

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Name

Name

Viewing Billing

1. Navigate to Billing.
2. Billing frequency is available at the top. Dashboard-only users will be billed by credit card daily.
3. Within the drop down you will be able to toggle between Dashboard accounts.
4. Invoices are downloadable in Billing.
5. Past payments are visible in Billing.

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FAQ

How do I pay for Dashboard deliveries?

How far can I deliver items?

Where do I check for order updates?

• Dashboard deliveries will be billed to you daily via credit card. To set up or add a new card please see setting up billing or adding a new card.

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• We currently support a maximum delivery radius of 10 miles in serviceable locations.

• Order updates can be accessed within the Dashboard in “Deliveries.”

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How does tipping work?

• Tips for the delivery person are manually added when a delivery is requested within the Dashboard.
• The tip will be charged your credit card on system, but you can charge this to the customer as you wish. Tips are not required, but recommended and will increase this speed in which an order is picked up.

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What types of items can I deliver?

What items are restricted from deliveries?

• You may deliver any item as long as it is not on the restricted list, and weighs less than 50 pounds.

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• As it stands, our dashboard solution does not support pharmaceutical (i.e. prescriptions) or tobacco item delivery

How can I deliver age restricted items?

Name

Name

Address

Description

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It is required that you mark items as age restricted to ensure the order proceeds through our alcohol delivery flow.

Denote if your order contains alcohol, which will trigger additional proof of delivery checks at drop off.

The app will prompt couriers to perform necessary tasks like asking for ID and signatures, sobriety check, taking pictures, and scanning barcodes.

Note: Alcohol deliveries cannot be completed if a customer cannot provide a valid ID, appears intoxicated, or is unavailable to accept the delivery - if unable to complete the delivery, the courier will be prompted to return the items to the store (return flow is triggered).

How can customers track their deliveries?

Courier en route

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End-customer notified once courier completes pickup.

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When Merchant submits a Dashboard order, SMS flow is initiated notifying end-customer of order status via messages.

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Courier arriving

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End-customer notified when drop off is imminent.

Order created

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End-customer is notified order is created as soon as Merchant creates Delivery.

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Delivered or Failed

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End-customer notified when order is delivered or failed (returned).

Merchant can opt-out of SMS notifications as well as end-customers. If end-customer opts-out they will not receive SMS notifications for this or any future delivery.

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Troubleshooting

First time login error

This error may appear if you are already logged into the the Dashboard in a different window or tab from a different account. Please ensure that all other Dashboard tabs are closed and refresh the page.

User Access Error

1. This error may appear if you are already logged into the the Dashboard in a different window or tab from a different account. Please ensure that all other Dashboard tabs are closed and refresh the page.
2. This error may also appear if you add an Employee user before a store is added, and the Employee attempts to login. Stores must be created before Employees. Please create a store, and then have the Employee attempt to login.
3. This error may appear if the Employee navigates to direct.uber.com instead of going through the email link.

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This access error appears for three main reasons - please see below.

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One-time password not received

• Check that the email address within the Dashboard is correct.
• Please check your spam and junk folders within your inbox to see if the 4-digit password has been mistakenly received as spam.
• If it’s still not received, click the “resend” option, and search again for it in all inboxes. If still not received, please contact support.

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My order got rejected

Orders may be rejected for a variety of reasons. Please see main drivers of order rejections below.

• Your account’s payment information is being blocked by your bank -> Please update your card on file and assign the new card as default
• The order appears to be a duplicate of an active existing order -> Please review active orders to check if your order has already been entered
• The drop off location is outside of the 10 mile delivery radius -> We are unable to complete orders outside of the 10 mile delivery radius
• The drop off location is not in a deliverable area as all couriers are currently busy -> Please wait and try to submit the order again.
• Certain aspects of the order are missing -> Please review order information and ensure that all required fields are filled

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My bank flagged the transaction as fraudulent

Sometimes your bank may incorrectly flag an Uber transaction as fraud, and cause all orders to be wrongly rejected. Your bank will likely contact you to disclose this. If this happens, please follow the steps below.

1. Call your bank to unblock Uber Direct transactions from your card.
2. As your bank may not immediately process your request, we suggest temporarily adding a new, unblocked card to your account by following the steps here.
3. Then set the new card to default by following the steps here. Otherwise your blocked card will remain the default, and you will continue to have all orders blocked.
4. Run orders with the original, blocked card to test whether the card has been unblocked. Once the orders go through on your original card, set the original card to default by following the steps here.

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Contacting Support

• Live Order Support: uberdirect@uber.com or 1-866-987-3750 (24/7). Please have your delivery token or Uber Order ID available to share with the receiving agent.
• Refunds: Please use the Refund form. Refunds cannot be completed over the phone since they require an itemized receipt. Refunds must be submitted within 7 days of order completion.
• Safety: Please use the Safety Incident form.

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How can I find my Uber Order ID?

Live Orders

Past Orders

1. Navigate to the Deliveries tab on the click on “Past”
2. Click on the order you want the Uber Order ID from
3. Find the order ID at the end of the Tracking URL as the last five characters.

The Uber Order ID can be used to request support for live or past orders. The last five characters of the tracking URL are the Uber Order ID.

1. Navigate to the Deliveries tab on the click on “Today”
2. Click on the order you want the Uber Order ID from
3. Find the order ID at the end of the Tracking URL as the last five characters.