Uber Eats. Before you get started. Table Placement

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1 Uber Eats Before you get started Turn the tablet on. Add your Wi Fi network to the tablet. o Connect printer and place behind or on side of tablet. o Connect Portable Bluetooth Speaker near Tablet and connect to tablet. o Ensure proper Wi Fi connection. Launch the Uber Eats App. Log in with your credentials. Check the settings to confirm your business information is correct. o Restaurant Address o Restaurant Phone # o Visit the help section for additional resources. Table Placement Tablet must be connected to the charger. o Power Strip may be needed if there is not an additional outlet. Place the delivery tablet near the front counter primary POS. Any confirmed orders must be rung up in the POS, so the tablet needs to be close enough to be able to read it and ring in orders. o Tablet cannot be near heat elements. o It is not recommended that the tablet be at the drive thru as headsets may interfere with hearing the device o Orders may go unnoticed o It is not recommended that it be in the manager s office area as it would need to be closely monitored and orders may be missed.

2 Restaurant Dashboard The restaurant dashboard can track restaurant orders easily. o New Orders Tap on the new orders tab to accept, review and manage orders o o Ready for Pick up Will take you to your orders so that you can mark them as Ready alerting both the customer and the delivery partner Order History A view of all past orders New Orders Accepting New Orders 2 When a new order comes in, the screen will flash green and play a sound to alert you. Tap on the screen to accept the order and view the order details. Tap anywhere to accept and view the new orders Clicking into the new orders section will open up the first order. o Subsequent orders are denoted by a green background as well as a number icon over the section tab (the [] in this case). Confirm order immediately and product availability. o Drop product as necessary. Print ticket. o Delivery partner and customer will be notified that the order is now in progress. o Note: the time the order is due.

3 6 Best Practice Select ready immediately after confirming order to ensure quick delivery time. Reviewing orders Review the printed receipt from the tablet printer Enter the order, printed from your Uber dedicated printer, into your POS. o If your POS allows, enter Uber Guest Name. o For example, Uber John Verify that the order, total and tax match. Cash out order to send to Kitchen Display System and for printing of the second ticket. o If POS stations are occupied, don t interrupt customer flow. o Print two receipts from Uber printer o ticket will be sent to expeditor/expeditor station. o ticket will be stored in designated Uber Eats envelope (only after transferred into POS) for reconciliation at end of shift. If you ve interacted with the app in the last 90 seconds, new order notifications will appear in green on the new orders tab. o Orders in green must be confirmed. o Orders are organized from oldest at the top to newest at the bottom. Pack Order Pack the order per receipt/kitchen display system o Best Practice Orders should be prepared when drivers are within 5 minutes of pick up time (listed on the expeditor receipt) o Prepare side items first o Prepare protein second o Prepare beverages and desserts last

4 2 3 Home delivery orders in preparation (not completed) are to be placed on an orange tray to keep contents together and differentiate from dine in/drive thru orders. Once an order is complete verify contents, double check for order accuracy, and package completed orders in a medium or large white paper bag. Remember to place condiments and sporks in the bag. If these are located in the lobby, a separate staging tray will be needed on the front line. o NOTE: Paper bags are to be used for all Uber Eats orders. Securing the Orders 2 3 Security Seals are used to close the bags when orders are completed to ensure all orders are delivered without tampering Close the handles and fold the seal over the top of the bag. Initial the security seal/sticker. o Security Seals are used to close the bags when orders are completed to ensure all orders are delivered without tampering Place completed order in designated staging area. o Staging cart (if available) o Production Counter Ready for Pick up 2 3 Tap the ready for pickup tab to see which orders are completed and ready for delivery. Even if an order is not in this tab, a delivery partner will be dispatched based on the order due time unless you request more time or mark it ready for pickup ahead of schedule. Uber will dispatch a delivery partner to pick up orders marked for pick up. Order Hand off

5 2 When a courier is arriving, UE tablet will play a notification sound and show the courier s face on the courier button. You can tap on this button to view the courier s contact information and order details. 3 The courier page has details on how many orders this courier is picking up, as well as the details of the orders. Restaurant Manager is the only team member authorized to contact courier regarding order fulfillment. o For all other issues, restaurant can contact Uber Easts at eatsprioritysupport@uber.com. Order History Review Past Orders Tap the order history button to review past orders and rate delivery partners. 2 Receipts & Reviews Tap here to expand order details. Rate delivery partners by selecting a thumbs up or thumbs down; so we can continue to offer the best UberEats experience to you and your customers.

6 Reconciliation Recommendations Only use one register to ring up delivery orders. Reconcile delivery receipts stored in Uber Eats dedicated envelope with end of shift revenue report. Reconcile deposit total excluding the delivery balance each day. Every morning you will use the delivery portal website (uber.com/restaurants) or Uber tablet to verify reconciliation of the previous day. You will match the delivery total to your Uber Eats tender key. This process will be repeated every Monday morning to reconcile for the previous week. Best Practices General All employees should have ability to accept and confirm orders, but only assigned cashier should ring into POS Utilize Bluetooth Speaker Review ratings daily and action plan against Order Entry Ring order immediately into POS after printing receipt from Tablet Select ready for pick up after confirming order for quickest turnaround time If POS stations are occupied, don t interrupt customer flow, place Uber receipt under tablet and immediately ring up when customer traffic decreases (if you are unable to ring up order into POS print a duplicate ticket from Uber printer) Staging/Packaging Orders should never be staged for more than 3 minutes All orders must be bagged Drinks to be made by TM Fries should be dropped fresh for Uber orders Hand off Manager to sign off on completed Uber order Always verify Uber confirmation # on receipt matches # provided from delivery driver

7 Help Functions Getting Help If you need help with an order, tap on the Help button in the upper right corner of the order details page. From there you can contact the customer, adjust the price, and delay and cancel an order. Restaurant Manager is the only team member authorized to contact customer for the sole purpose of order fulfilment. If you have another issue, tap on the question mark in the bottom right of the screen. This will open a side panel where you can find additional help topics. Pausing Orders If at any point the store needs to temporarily pause orders, follow the steps below: Tap on the (?) in the bottom right corner of the screen to open the sidebar menu. Tap on the button labeled Pause new orders Select how long you d like to pause orders, then select a reason and tap CONFIRM. You will be hidden in the Uber EATS app until the specified time elapses. A red notification bar will show how much longer orders are paused. If you want to start receiving orders, you can tap on the red bar to go back to receiving orders Unavailable Items If a customer places an order for an unavailable item, we recommend calling the customer directly to ask if they want a substitution or if they want to remove that item. Here s how you can find the customer s phone number: Click on the help button on the top right corner of the order. Select Can t fulfill instructions The customer s phone number will be located there. o Only contact customer by phone calls only, texting the customer is explicitly prohibited.

8 Removing Items If you ve sold out of an item or wish to temporarily hide it from your menu follow the steps below: Click the (?) in the bottom right corner of the screen. Select Menu Availability Search for the item or customization that you d like to suspend and tap on the Available text next to the eye icon. Select Unavailable today or Unavailable indefinitely. If you mark an item as Unavailable today, it will be hidden from customers until the following day. If you mark an item Unavailable indefinitely, it will remain unavailable until you manually mark it as Available. Price Adjustments If a price adjustment is needed for the order follow the steps below: While viewing an order, tap on the Help button in the top right corner of the order page. Tap on Price adjustment Add the amount you d like to add. If you want to give the customer a discount, you can enter a minus sign ( ) to make a negative adjustment. Add a reason, ex: Customer request Tap CONFIRM. This will submit the price adjustment. You can view the adjustment under the subtotal in the order details. Delaying Orders

9 If you have any issues with an order, tap on the help button in the top right corner of the order page. To delay an order: Tap on the help button in the top right corner of the order page. Tap on Delay order Choose to add 5, 0, 20 or 30 additional minutes to your preparation time. The order s due time will update when you select a time. Tap on the CONFIRM button to finish your selection. Canceling Orders We greatly discourage this unless you absolutely cannot prepare the entire order. If necessary: While viewing an order, tap on the help button in the top right corner of the order page. Tap on Cancel order Select a reason as to why you are cancelling the order. The customer will receive a notification that their order was not able to be fulfilled. Basic Processes Restart the Tablet Press and hold the power button for three seconds Once the button has been held down, a screen will pop up prompting you to select either Power Off, Reboot or Airplane Mode. To turn the device off completely, select Power Off and select Reboot to restart Adjusting settings From the tablet home screen, navigate to the Settings app on your device From there, you can adjust display brightness, wireless connection, language and Bluetooth connectivity Adjusting sound First, ensure that the volume on your device is on and is set as loud as possible. Do this by pressing the top of the long button on the device s side, or press the bottom portion of the button to lower volume If volume is all the way up and order notifications are still difficult to hear, follow the instructions above to access the device s settings, and navigate to the Sound and notification area Click into this section Ensure Do Not Disturb is set to off by clicking into Do not disturb > Automatic rules and ensuring all automatic rules are off Go back to the general Sound and notification area

10 Adjust media volume, alarm volume, and notification volume all the way up If issue still persists, follow steps above to restart the device Wi Fi Troubleshooting Network Request Fail Error message (Wi Fi tablet) Check with the restaurant to see if the tablet is connected to a Wi Fi network o If not connected, have them connect to their Wi Fi network and sign into their Uber Eats account o If the tablet does not connect after logging in, choose Forget this Network and attempt to connect again Unable to connect to a Wi Fi network If the restaurant has newly received the device or is attempting to connect to the network for the first time: o Verify that the wireless network supports the 2.4 Ghz spectrum. The Lenovo Tab models do not support 5Ghz networks. This may be the case if the user is unable to see the network name (i.e. SSID) on the tablet while other devices are able to 2. If the device was previously connected to the network: o Ensure that the device has a sufficient charge and is not located near items that may cause interference such as microwaves or cordless phones o Verify that other devices in the restaurant are connecting with the Internet o From the tablet home screen, open the Settings app o Toggle the WiFi button off for 0 seconds then toggle back it back on Turn WiFi off for 0 seconds > Turn WiFi back on o Verify that that the device is connected to the WiFi network and that the connection is stable o If the internet connection is still not functioning, perform a tablet reset using the reset instruction o If it s still not working contact your Internet provider or reboot your router Tech Issues App crashing/screen dimming or freezing Log out of the app (menu in the top left > Settings > log out), this should then show you the login page Force close the app by clicking the square button below the screen and then swiping away the Uber EATS app left Perform a restart of the tablet Open your Uber EATS app and login using your login details. App loading error Open the app and click the three horizontal bars in the top left corner to display your side panel, navigate to the Settings section. Click Log Out, this should then show you the login page where you can enter your username and password. Force quit the Uber EATS app by clicking the small square button at the bottom of the screen, and swiping left to close the app

11 Perform a restart of the tablet Relaunch the Uber EATS app Channels of Support Uber Eats Live Support: Uber Eats 24/7 customer service line. Only call this number with issues regarding specific orders. An order counts as specific if it involves one order. Uber eats Dedicated Support: eats prioritysupport@uber.com Account Managers work 9 5 PT Monday Friday to help with all account questions or issues. Please note that the account management team is unable to help with live orders. All live order questions should be directed to the Uber Eats Live Support line. Uber FAQ Restaurant Issues Is it possible to increase my radii? o At the current time, we are unable to alter radii but will let you know if anything changes. Currently, the delivery radius is set to maintain quality of food and ensure that it is given to the consumer in a time efficient manner. UE support calls the restaurant when they re offline but should be online. Can we add an Franchisee or mid manager to also be on that call list? o Robo calls are through an automated system and are always directed towards restaurant phone number. Unfortunately, we cannot add a Franchisee or mid manager to the call list at this time. If restaurant has to close with no notice, how do we notify Uber Eats? o Please reach out to eats prioritysupport@uber.com to report any store closures. When a customer is dissatisfied with his/her meal, what is the resolution process? o If customers experience any issues with their order, they should contact us through the Uber Eats app. In the event the customer requests a refund, Uber Eats will process this and either issue a refund or credit towards a future order. If restaurant changes ownership, how do we notify Uber Eats? o Please eats prioritysupport@uber.com and notify the team of the new ownership change. From here, our team will send over a new contract for the new owner to sign if they wish to use Uber Eats. App Related Questions What determines how stores are listed in the Uber Eats app? o The order in which restaurants appear on the Uber Eats app is dynamic and is determined by the best fit for the customer. This means that the store's placement in the app will be different for every user. For example, if the customer has consistently ordered salads, they would see more salad locations initially. Are we allowed to change courier pickup instructions for Popeyes restaurants?

12 o Yes, you are allowed to change courier pickup instructions. To do so, go to the app s menu (three horizontal lines in the top left corner) and select business info. From here, the store is able to update its pickup instructions. An order came through the tablet but then was canceled. What happened? o Customers are able to cancel their Uber Eats order through our support channels. Please be assured that, if an order is canceled, the store is still automatically paid for the order. There is no need to escalate this issue as the canceled order will appear in the weekly payment summary. An order came through the tablet but then was marked as unable to deliver and no courier came to the store to pick up the order. What does this mean? o If there is a lack of courier availability and no courier is available to pick up the order, or if a courier is unable to contact the customer upon arrival at the delivery address, the tablet will mark the order as unable to deliver. In the situation where a meal goes undelivered because of an issue on the courier side, the customer is always reimbursed by Uber Eats. The restaurant is also automatically paid for the order. Account Related Questions Why haven t I received my weekly payments yet? o Do you have your up to date banking information uploaded into Restaurant Manager? If not, please add your banking information. Alternatively, if incorrect banking information is uploaded, please reach out to eats prioritysupport@uber.com o Every Monday, you will receive an "Uber Eats Marketplace Weekly Statement" , which details the payment breakdown from the previous week (Monday Sunday). o Depending on the bank, it could take anywhere from 2 3 business days for this deposit to hit your account. Some restaurants will receive their deposit on Monday, for example, while others might receive it on Wednesday or Thursday. Why didn t I receive my weekly statement this week? o Our weekly statements are sent on Mondays through an automated process. If, for some reason, you did not receive your weekly statement, you can access all current and previous statements in Restaurant Manager. Why hasn t an Account Manager gotten back to me? o Our Account Management team typically works a 9AM 5PM PT Monday through Friday and have major US holidays off. If you ed our team outside of those hours, expect a response by the following business day.