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Uber Eats: Order Fulfillment FAQ

Amy
Amy
  • Updated

This article covers information on orders 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. 

 

Orders Overview - Checkout

How much cannabis can be ordered at the Uber Eats checkout?

  • The Cannabis Act states an adult may possess up to 30 grams of dried cannabis (or its equivalent) in public.

How are regulation-based purchase limits handled on Uber Eats?

  • During the creation of the “allow list” catalog for your Uber Eats menu, Leafly is rounding up and assigning “cannabis units” to menu items based on product weight.
  • These values are then used to check against hard-coded purchase limits on a shopper’s cart. An error message is displayed if they have products exceeding their daily purchase limit.

What payment methods are available to shoppers ordering via Uber Eats?

  • All Uber Eats orders are prepaid.
  • If you must manually create orders in your POS system, you may need to speak with your POS provider about creating a separate payment method option to use when completing Uber Eats transactions. This allows you to skip activating payment terminals and can help in tracking and attributing Uber Eats sales separately from your other sales for financial recording purposes.
  • For retailers using Greenline as their POS: Process the order as "other" for your payment method for any Uber Eats transactions. This will allow you to complete these orders without prompting the Merrco terminal, which also allows for inventory to reflect correctly.

What happens when someone's name is different than what is on their ID (such as initials)?

  • The requirement in Ontario is that the recipient is “an individual who is located at the address provided” when the order was placed. It is not required that the recipient be the same person as the account holder. This regulation can be found here: O. Reg. 468/18: GENERAL
  • Uber is currently working on improvements to account names, especially when initials are used. At this time, there is no timeline. For any concerns, please email help@leafly.com. 

Can shoppers cancel their orders? Is there a limit on when they can cancel them?

  • Shoppers can cancel their orders in the app up until they are marked "Ready for Delivery." After that point, the only way a shopper can cancel an order is by contacting Uber support directly. This will be notated by a "Canceled by Partner" reason. 
  • The Uber team is on the lookout for potential fraudulent cancellations for orders placed at retailers within the pilot program. If you ever complete a delivery and see the order status has changed to "canceled by partner," please contact help@leafly.com with the order ID immediately, and the Leafly Support Team will escalate this to the Uber team for further investigation.

 

 

Orders Overview - Store Level 

Receipts: How Will Uber Orders appear on my printed receipts?

  • When an order prints from your Leafly online ordering designated printer, there will be a “prepaid” indicator to confirm payment was received for the order.

Order History: Can I view my Uber Orders in my Leafly Order History? Can I export this information? 

  • Yes, you can view your Uber Eats orders from within your Leafly Order History and export this data. 
  • The values in the ecommerce_integration_order_id field match up to the Workflow ID (located in column F) on the Uber financial reporting
  • To learn more about exporting your Leafly Order History, please refer to this article: Viewing the complete history of your online orders for your location

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Order Dashboard: How will Uber Orders appear on the Leafly Biz Dashboard? 

  • Orders coming from Uber Eats will have an “Uber” tag on them to differentiate from orders with a Leafly origin:

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Notifications: How would I be alerted that I received an order?

Where do I find my Uber Eats customer contact information?

  • Uber now shares direct customer contact information in the Customer Info section of orders on the Leafly Order Dashboard.
  • You may also contact customers via the Uber Driver App if you have chosen that delivery fulfillment workflow.

 

How are cancellations / out of stock / substitutions handled for Uber Eats? 

  • At this time, substitutions are not possible with the current Uber Eats integration functionality. You will be able to remove items from an order, or cancel an order that is not able to be fulfilled.
  • Uber Eats will process any full or partial refunds for cart items that are out of stock. When you adjust the item quantity on the Leafly order dashboard, these changes are transmitted to Uber Eats, who then handles customer refunds.
  • If you have any order issues, please email help@leafly.com to connect with our Support Team.

How do I refund an order? 

  • For those using Cova Order Integration, you will refund an order by canceling it in Cova. This will trigger the refund workflow, and the customer will be refunded. 
  • For those using Greenline Order Integration, you will cancel the order in Greenline. This will trigger the refund workflow, and the customer will be refunded. 
  • For those manually managing your menu or orders, you will cancel the order in the Leafly Order Dashboard. This will trigger the refund workflow, and the customer will be refunded. 

Processing Orders 

For more information and detailed order fulfillment workflow steps, please see these articles:

Canceling Orders

For more information and detailed order cancellation workflow steps, please refer to these articles:

Enabling Pickup Orders on Uber Eats

For more information and detailed settings workflow steps, please see this article: