UberEats's deactivation policy for Restaurant-Partners


(Harry) #1

Uber states that it wants every delivery to be both safe and enjoyable for all that participate in the delivery and has prepared a list of ground rules that will assure everyone of a five-star experience. We will discuss what type of behaviors could get restaurant-partners deactivated from UberEats.

UberEATS & UberRUSH

Restaurant Deactivations
UberEATS is about delivering food on time to customers it is also about delivering good food. This means that restaurants that partner with UberEATS must be ready to provide an efficient and high-quality service every time. There is no point in having a great delivery service if the product being delivered is not good. Therefore, Uber instated a number of stringent guidelines for restaurant partners, assuring that the UberEATS experience will be a comprehensive one.

Ensuring a respectful, safe environment
Restaurant personnel must be respectful, non-aggressive and nonjudgmental as well as nondiscriminatory. They must never have physical contact with a courier unless it is to pass over the food for delivery. Inappropriate contact is a reason for Uber to deactivate a restaurant, and Uber will not tolerate violence in any form against a courier.

Inappropriate language is also not condoned, and this includes body language too, such as suggestive hand movements. UberEats states that swearing, threatening, discriminatory and sexual, and even asking personal questions is an inappropriate use of language.

Unauthorized contact with a courier out of shift is also not accepted, and this includes any restaurant staff that might talk to, call, text or contact in any way after delivery was made.

A major issue that will lead UberEats to contact local law enforcement and health inspectors are the failure to comply to local, state and federal food regulations, as well as asking couriers to break the law by not stating what irregularities they have seen during food preparation or instances where staff have requested the courier to break traffic law for a speedy delivery.

Other reasons for deactivation may include the inability of a restaurant to provide adequate parking space or safe parking space for a courier. Any such infringements will lead UberEats to investigate the complaint and to deactivate the restaurant from the UberEats app.

Quality
UberEats uses a number of KPI's to assure quality, and these include the following:

Feedback
Customers will rate orders and deliveries after receipt of the order. This is a thumb up or thumbs down rating and is used to calculate the overall eating experience (not the delivery experience). A restaurant with consistently low ratings will be deactivated.

Where can I find my customer rating?
The ratings can be found in the restaurant manager section of uber.com/restaurants.

What about feedback from delivery partners?
UberEats Couriers/Drivers also rate customers, as well as restaurants, and these ratings are also a thumbs up or thumbs down rating. These ratings are based on the time it takes for a restaurant to deliver an order to a courier, as well as problems with parking, problems with staff and even on occasions problems with orders that are incomplete or wrong.

What could lead to my losing access to UberEATS?
When either a customer rating or a courier rating is low, and if many such ratings are lower than the average acceptable rating in your city, UberEats will deactivate the account. When a food violation or health-based complaint comes in, and after the investigation is found to be true, the account will be deactivated.

Unaccepted orders
This negative KPI stands for the number of orders a restaurant does not accept from the customer. The higher the number of unaccepted orders the lower the rating. UberEats does recognize the fact that some restaurants are busy and cannot accept or deliver orders. In this case, restaurants are asked to input "Pause new Orders "on their page so that UberEats does not continue to enable customer order leading to a lower unacceptance rate. You can also cancel items that are not available so that customers cannot order them.

How is my unacceptance rate calculated?
UberEats rates this by a percentage basis, which is straightforward. Every city has a minimum unacceptance rate, for instance, 5%, if your restaurant goes over this limit, it can lose its account or be deactivated from using the UberEats platform.

Missing or wrong orders
One bad experience that UberEats tries to eradicate is missing or wrong orders. Every courier is expected to check the order before it is delivered. This is done in the restaurant. If an item is missing the courier will contact the customer for instructions. For totally wrong orders, the restaurant will be deactivated.

Longer trip times due to operational errors by restaurant partners
Other KPI's include time to delivery, which is how long it takes the restaurant to deliver the correct and full order to the courier. This will include the time it took the courier to reach the restaurant, the time the courier waited to reach the staff in the restaurant, and the time it took the staff to provide the order in full to the courier. If a restaurant maintains a slow delivery time for whatever reason, they will be deactivated.

Fraudulent or Illegal Behavior
UberEats will not condone any fraudulent behavior or illegal activity such as creating dummy accounts, accepting orders only to cancel them after and for placing fraudulent claims for fees and charges.

Discrimination
This issue is of major importance to Uber, and whilst it has been discussed in previous paragraphs it comes up again as a separate item. Uber states that it has "zero tolerance" for discrimination. The usual discriminations include "race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law."

Compliance with the Law
Restaurants are expected to comply with all Federal, State and Local laws and regulations including health and food handling. Any restaurant found to be infringing these laws will be deceived, and they will be reported to the relevant authority.