Uber Eats & Leafly - Uber Tablet & Eats Manager Portal FAQ

Amy
Amy
  • Updated

This article covers information on Store Operations regarding Uber Eats:

 

Disclaimer

If you have any issues, questions, or concerns regarding Store Operations with your Uber Eats store, please email help@leafly.com. From there, our Leafly Support Team will be able to help you further. 

 

Uber Eats Tablet & Uber Eats Manager Portal

Do BYOC (Bring Your Own Carrier) cannabis retailers have to pay for an Uber Eats tablet?

  • No. Uber Eats tablets are provided free of charge to retailers participating in the cannabis pilot program.

When will we receive our Uber Eats tablet and Uber Eats Manager portal login information?

  • Prior to going live, Uber will send retailers a Merchant Services Agreement (MSA) for signature via DocuSign.
  • Once you complete the DocuSign, Uber will ship a tablet. The tablet will arrive within approximately 48 hours from shipping.
  • Additionally, you will receive an email from Uber with login information for your tablet and the Uber Eats Manager once the MSA signature is complete.

We just received an Uber Eats tablet. What can we use this for?

  • Order Control: Pause orders or resume orders for your location when operational needs change. 

  • Managing Orders: If there is ever a validation issue that prevents an order from reaching your Leafly Dashboard or your POS Dashboard, you have the ability to take the following actions via your Uber Eats tablet:

    • Accept orders: When your Uber Eats tablet flashes green, tap anywhere to accept the order.

    • Confirm orders: By tapping Confirm, the shopper will receive a notification that their order is in progress.
    • Send orders Out for Delivery: Once the shopper's order is ready to go, tap "Out for Delivery" to update the shopper.
      • Orders will be completed on the Uber Eats tablet either:
          • Once the shopper confirms they have received their order via their Uber Eats app.
          • After three hours elapse, the order will be automatically completed if it was accepted.
    • Delay an order: Should you need more time to deliver the order, you can keep your Uber Eats shopper informed by tapping on an order to view its details --> Tapping help in the top right corner --> Tapping Delay order and adding more time to your delivery estimate.

    • Cancel any orders if you need to by tapping on an order to view its details --> Tapping help in the top right corner --> Tapping Cancel order.

  • For more information on how to manage orders via your Uber Eats tablet, please refer to the Uber x Leafly Tablet Guide RD PDF linked at the bottom of this article.

Help! My Uber Eats tablet is broken. How do I get a replacement? 

  • If you encounter a hardware issue with your Uber Eats tablet (such as no longer charging, will not power on, etc), please contact eats-prioritysupport@uber.com and they will provide you with a replacement device free of charge.
  • If you require additional assistance, please email help@leafly.com to connect with our Leafly Support Team who will help assist in getting your location a new tablet.

We just received access to the Uber Eats Manager Portal. What can we use this for? 

  • The Uber Eats Manager portal allows you to:
    • View your payouts from Uber via the Payments tab
    • View additional store-level and live order details
    • Access detailed reporting via Analytics and Reports
    • Provide Feedback to shoppers by directly responding to reviews
    • Adjust your delivery SLA, cart minimums, delivery fees, and create or change Uber Eats delivery zones.
  • For more information, please refer to the Uber Eats Manager Training Guide PDF located for download at the bottom of this article.
  • Please Note: Not all functionality (Menus, Hours, etc) within the Uber Eats Manager portal is available for use. Due to the nature of the integration, some data must be edited within Leafly Biz or your POS system directly.

Uber Eats Live Order Tracking

What is the Live Order Tracking feature for BYOC (Bring Your Own Courier) delivery?

  • The Live Order Tracking app allows stores to share greater transparency on where shoppers' delivery orders are while couriers are out making deliveries via location sharing and tracking.

What can we do with Uber's new Live Order Tracking feature for BYOC delivery?

  • The Live Order Tracking via the Uber Driver app allows stores to provide better insight to shoppers on where their delivery is while en route via location sharing.
  • Drivers can contact shoppers via the app either by chat or call, providing easier communication around order hand-off.

How does Live Order Tracking work?

  • Drivers should download the Uber Driver app from the iOS or Android store.
  • Sign in by using your phone number or email.
  • Once signed in, drivers can scan the QR code for one or multiple orders on the Uber Eats Orders tablet.
  • Drivers will be able to access details for orders they have scanned, contact shoppers, and provide a location tracking details to shoppers.
  • Once drivers have delivered an order to a customer, they can mark the order complete via the Uber Drive app.

For more information and detailed workflow walkthroughs, please see this article: Live Order Tracking - FAQ

 

Hours and Availability on Uber Eats

🚨 Please note that the Leafly feature, Scheduled Orders does not work with the Uber Eats program. This setting cannot be enabled for your location. 

 

How do I adjust my Uber Eats Store Hours? 

  • The "Delivery Hours" tab in Leafly Biz sets your store's delivery and pickup availability hours on Uber Eats. Please note that the hours listed under the "General Store Hours" and "Pickup Hours" tabs are only used for your store's presence on Leafly.com and do not affect your Uber Eats settings.

    • Please note: Uber builds in a 30 minute buffer at the end of your delivery hours and stops accepting orders 30 minutes prior to your closing time.
  • Hours updates are sent to Uber every 15 minutes. If you notice that your hours have not been reflected on Uber after updating in Leafly, please email help@leafly.com

  • To update your delivery hours in Leafly Biz, please take a look at this article: Can I set different business hours for Leafly delivery?

Screenshot 2023-02-14 at 8.49.20 AM.png

How do I pause ordering on Uber Eats? 

  • If you need to pause ordering, you can do so right from your Uber Eats Tablet by tapping on the navigation menu then pressing Pause new orders:

  • You are able to select a reason for pausing orders and the length of time you'd like to pause orders for prior to tapping Confirm:

  • Please refer to the training documentation you received from the Uber Eats Team or the Uber x Leafly Tablet Guide RD PDF linked at the bottom of this article for additional information. 
  • For any assistance, please reach out to help@leafly.com

How do I reactivate ordering on Uber Eats? 

  • If you need to resume ordering, you can do so right from your Uber Eats Tablet by tapping the navigation menu then pressing Resume new orders

  • Please refer to the training documentation you received from the Uber Eats Team or the Uber x Leafly Tablet Guide RD PDF linked at the bottom of this article. . 
  • For any assistance, please reach out to help@leafly.com

I just went live on Uber Eats, but cannot find my store in the Recreational Cannabis 19+ tile. Where is it?

  • After your initial store activation on Uber Eats, there can be a 2-3 hour delay for the title to appear. 
  • If you are unable to locate your store or if you are having visibility issues, please reach out to help@leafly.com

Screenshot 2023-02-14 at 8.58.31 AM.png

How does the Uber Eats store ranking work? 

  • On Uber Eats, the Home Feed ranking prioritizes merchants based on several factors, such as their search order history, store rating, and delivery time.
  • On Uber Eats, the search ranking prioritizes the relevance of search results - how appropriate the results are being shown, which is based on the matching of categories, merchant names, catalog items, etc.

How does the 'Picked for You' work on Uber Eats?

  • The 'Picked for You' option is an Uber user experience that is enabled and provides recommendations to consumers based on previous orders

Screenshot 2023-02-14 at 11.02.43 AM.png

 

Delivery Zones

How do delivery zones work on Uber Eats?

  • Unless previously discussed, all stores launch on Uber Eats with a 5km radius delivery zone. You are able to expand from there once you have a better understanding of the volume to expect.

  • Your Leafly delivery zones set within Leafly Biz are entirely separate from your Uber Eats delivery zone(s). Making changes to your Leafly delivery zones will not impact delivery zones on Uber Eats.

How do I adjust my delivery zone?

  • Log in to your Uber Eats Manager portal and navigate to Settings --> General --> Delivery.
  • From there, you will be able to edit existing delivery zones or create new delivery zones.
  • After making changes, please click Save located in the upper right hand corner.
  • For more information on how to create or edit delivery zones, please refer to the Uber Eats BYOC Zone Creation PDF located at the bottom of this article.
  • If you need further assistance editing your Uber Eats delivery zone(s), please reach out to help@leafly.com. From there, our Support Team will take care of this for you. 

Can I create new Uber Eats delivery zones?

  • Yes. Once you have access to the Uber Eats Manager portal after launch, you can adjust your 5km radius or create new delivery zones.
  • Log in to your Uber Eats Manager portal and navigate to Settings --> General --> Delivery.
  • From there, you will be able to edit existing delivery zones or create new delivery zones.
  • After making changes, please click Save located in the upper right hand corner.
  • For more information on how to create or edit delivery zones, please refer to the Uber Eats BYOC Zone Creation PDF located at the bottom of this article.

Can I create tiered or overlapping delivery zones with different fees?

  • At this time it is not advisable to create overlapping zones tiered delivery fees.
  • By default, Uber will apply the best value cart minimum and fee to a shopper's order.
    • For example, if you create two overlapping delivery zones, where Zone A has a $20 cart minimum and $2 delivery fee and Zone B has a $50 cart minimum and $0 delivery fee, a shopper who places an order for $20 will be charged the $0 delivery fee for their order.

 

Delivery Fees 

What should our delivery fee be on Uber Eats? 

  • Uber recommends a delivery fee between $2.49-$4.99 for orders and has advised not to go above $5 for order fees.

How do I adjust my delivery fee? 

  • Log in to your Uber Eats Manager portal and navigate to Settings --> General --> Delivery.
  • From there, you will be able to edit existing delivery zones or create new delivery zones.
  • For more information on how to create or edit delivery zones, please refer to the Uber Eats BYOC Zone Creation PDF located at the bottom of this article.
  • If you need additional assistance, please reach out to help@leafly.com. From there, our Support Team will take care of this for you. 

 

 

Delivery Drivers & SLA 

Do I need to use my own drivers? Will Uber drivers come to deliver orders?

  • You will need to use your own CannSell-certified drivers. There is no guarantee that an Uber driver is CannSell certified and to ensure compliance and minimize risk exposure to your business.

What is the SLA for delivering Uber Eats orders? 

  • Uber is recommending no more than 2 hours for a maximum delivery ETA.

Uber Eats Phone Codes: What are they? How do I use them? Where do they live?

  • Shopper phone numbers are masked when they place orders via Uber Eats. Uber provides a placeholder phone number and an Uber Eats Phone Code that you must enter after dialing the phone number associated with an order to be connected to the shopper.
  • These phone codes will appear in the order details on the Leafly order dashboard and on associated receipts printed when an order arrives. 
  • Phone codes are only available for use up to 3 hours once the delivery is accepted
  • Note: Drivers should call or text shoppers with the Uber Phone Code prior to adjusting the order status to -  arriving at customer. 
  • The Uber Phone Code remains active while the order is in an active state up to three hours. Once it is complete, or if three hours elapse, there is no recourse to contact the shopper.
  • If you encounter any issues with the Uber Eats phone code, please contact Uber live order support at 1-800-313-9651 for immediate assistance.

 

 

Uber Eats Billing & Account Information

How do I update my phone number on Uber Eats or my store address? 

  • Log in to your Uber Eats Manager portal and navigate to Stores.
  • From there, click on the right-facing chevron (>) next to the location you'd like to edit.
  • Once you are on the Store Info page, click Edit to adjust the phone number or address. Click Save when you are done making changes.
  • If you need additional assistance, please reach out to help@leafly.com.

When are funds reflected from Uber Eats? 

  • Uber Eats distributes payout weekly on Tuesdays.

  • This will appear on your banking statements as a payment from Uber or Uber Eats.

  • If you don't get your weekly payment, please reach out to help@leafly.com

BC Only - Why is my PST tax not included in my Uber Eats payouts?

  • As of July 1, 2023, Uber remits PST directly to the government.
  • This is because Uber Eats is considered a marketplace, and marketplace facilitators must remit PST directly to the government.
  • For more information, please see this article.

BC Only - Vape products now included on my Uber Eats menu are taxed at a higher rate. Will this change anything regarding PST and who remits it?

  • The PST on vape products will be a higher rate (20%) than other infused menu items.
  • Uber will remit PST amounts for vape items directly to the government.
  • Additionally, please note that you’ll see the effective tax rate on vape products at 26% due to how 5% GST is calculated on top of item total+20% PST.
    • This BC vape shop provides a useful breakdown of how PST and GST is calculated on vapor products.

What about Tips?

  • Tipping is allowed for Uber Eats orders. However, it will not display in order totals shown on the Leafly Order Dashboard or in any order totals passed to Cova or Greenline.

  • Tip visibility will display in column BK on the Payment Details transaction report accessible via your Uber Eats Manager portal.

Is there a way to reference the funds received from the Uber Eats along with the orders with the breakdown of the charges?

  • You can access different reports and select the timeframe to report on via the Uber Eats Manager portal. This reporting includes visibility into tips on orders.

  • To generate reports, first log in to the Uber Eats Manager portal. Next, expand the Performance menu. From there, click on Reports.

  • Click on the Request Reports button. You will land on a page where you can select which locations, what type of reporting, and the timeframe for reporting.

  • For the most information on payouts, we commend the Payment details report option.

There is an issue with my Uber Eats payment. Who do I reach out to? 

  • If you have any billing issues, please reach out to help@leafly.com. From there, the Leafly Support Team will escalate this to the Uber Team on your behalf for a resolution. 

A customer was incorrectly refunded for an order and we are missing a payout from Uber. How do I dispute a partial or full refund for an Uber Eats order?

  • You can dispute orders from your Uber Eats Manager portal. To do so, navigate to the order in question and click the Dispute button:

When will I hear back about a dispute I submitted?

  • The Uber team will reply to you with the status of your dispute within 1-2 hours after submitting the dispute.

My dispute was rejected. What do I do now?

  • If a dispute is rejected, please email the details of your dispute (order number, reason for dispute) and any additional supporting documentation or other materials (signed delivery receipts, photos of orders, CCTV footage, etc) to merchants@uber.com. The Uber Support Team will register this escalation and respond if further information is needed to process your dispute.
  • If you need additional assistance with your disputes, please contact help@leafly.com.

 

Marketing

What are the limitations to marketing the Uber Eats and Leafly program at my location? 

  • We ask that retailers only use the pre-approved digital assets and limit deployment of those assets to organic channels to ensure placement, copy, and messaging are compliant. 

  • ⚠️ Please note: Due to advertising regulations, window clings cannot be facing outside the store. They must be used in-store, facing inward.

  • The digital assets should have been shared with you directly. If you are unable to locate it, please reach out to help@leafly.com