Increase order accuracy with customer chats
Are you a customer looking for support about a ride or delivery? Visit our Help Center to work directly with our support team.
What can you use live order chat for?
Think of chat as a tool for keeping customers happy and avoiding preventable issues before they happen. Only you can start a chat, so you control when a conversation happens.
Confirm replacements for out-of-stock items
Ask about alternatives, or check if the customer prefers a refund for the item.
Clarify special requests
Double-check any unclear instructions so that you get their order right.
Check in on allergy preferences
Notify your customers of potential allergens they might not know about, so that neither of you has to worry.
Why is customer communication so important?
Good communication doesn’t just make customers happy; it benefits you too:
↑ Increases order accuracy: Communicating with your customers helps make sure they get what they want before orders go out the door.
↓ Decreases resolution time: You spend less time tied to the phone calling customers or guessing what their order means.
How to use live order chat
You can chat with your customers directly from your Uber Eats Orders app by following the steps below.
Navigate to the Orders tab and choose an order to view the details
Select Adjust order
Choose Contact customer
Then choose Message customer
Write your message, then select the arrow to send it
Your customer will get a notification and can respond to your message through chat and we’ll send you notifications on your Uber Eats Orders app so you never miss a message
Start using live order chat today
Less guessing, increased order accuracy, and happier customers—try live order chat now in your Uber Eats Orders app.
Frequently asked questions
- Who can start a chat?
Only you, the merchant, can start a chat with customers. Customers cannot message you unless you have contacted them first.
- When is the chat feature available?
Chat is available from the moment you receive an order until you hand it off to a courier or customer for pickup.
- Is this feature available for pickup orders?
Yes, chat is available for delivery and pickup orders.
- How do I know if a customer responded to my message?
You’ll receive a notification on your Uber Eats Orders app. If the app is idle, the screen will show how many new messages you have.
- What if a customer doesn’t respond?
If a customer doesn’t respond, you can proceed with an order as necessary.
- Is this available to POS (point of sale) merchants?
Currently, the chat feature is unavailable on integrated POS systems.
- What if I can’t fulfill a customer request?
Please advise customers to contact our support team for issues that can’t be resolved through chat.
- Can I access chats after an order is complete?
Chat history is unavailable after you hand off an order. Please contact our support team if you require further assistance related to a chat.
- I don't see the option to chat with a customer.
If you've followed the above steps and still do not see an option to chat with a customer, your customer may have created their order on the Uber Eats website or on the Uber rides app and cannot be contacted via chat. You can still use the phone option to call them.
Solutions
Business types
Business types
Resources
Resources