Welcome to Uber. Your Partner Take-Home Guide. Access your partner profile: partners.uber.com Online help: help.uber.com Partner Website: driveuber.

Transcription

1 Welcome to Uber Your Partner Take-Home Guide Access your partner profile: partners.uber.com Online help: help.uber.com Partner Website: driveuber.ca Partner Support Centre Location & Hours: 1751 Richardson St, suite 7.120, H3K 1G6, Montreal Monday - Friday: 10am - 6pm Saturday and Sunday: 12pm - 4pm

2 GET TO EARNING!

3 Get Driving: Where & When to Drive The best times to earn are during peak hours in locations where there is high demand. Keep up to date with events going on in Montreal by checking out your driver app. Best Time to Drive Monday - Friday: 6am - 10am, 6pm - 9pm Friday & Saturday: 6pm - 4am High Demand Weather: Snow, cold, rain Events: Concerts, Hockey games, Festivals Holidays: Halloween, New Years Eve, St. Patrick s Day Rush Hour / Late Night: Weekday rush hour, bars & restaurants (Old Port, Plateau, Downtown, Mile-End) Visit driveuber.ca/qcevents for updates on where and when to drive every week

4 Getting Started: Required Documents Personal documents Driver s license -- You will need a class 4C license you can obtain at SAAQ GST and QST numbers -- To obtain them: Fill out the form sent to you by You will need GST and QST numbers starting on October 15, 2016 Vehicle documents Registration -- Vehicle less than 10 years old, not rebuilt Insurance -- Proof of insurance with the vehicle, must have your name Vehicle inspection -- More details in your s, to keep with you in the car when driving with Uber Uber trade dress -- Available at the Uber Center Visitez driveuber.ca/qceventsfr pour savoir où et quand conduire chaque semaine

5 HOW TO S & MORE INFORMATION

6 Getting Started: Inputting Your Banking Information Partners are paid every week via direct deposit. Instructions to input information are as follows: 1. Go to vault.uber.com or login to your partner dashboard at partners.uber.com and select Banking on the left hand side 2. Click Edit on the right hand side 3. Fill out your direct deposit information 4. Click submit! You can update your banking information anytime Bank Transit Number: 5 digits Bank Code: 3 digits Account Number: 7-11 digits* *Majority of banks are 7 digits (RBC, CIBC, BMO). Treasury branches can be 11 digits (ATB, BNS, President s Choice) Want video tutorials? Visit t.uber.com/learn

7 How It Works: Accepting a Request & Picking Up a Rider Click on the Uber Partner App and tap the blue Go Online button When a request comes in, your phone will start beeping and you have 15 seconds to accept. Tap anywhere on the screen to accept the request Click Navigate in the top left for turn-by-turn navigations to the riders pickup address Your rider has been notified of your arrival. If after 5 minutes you cannot find your rider, click the clipboard icon in the top right to contact your rider Click Contact to send your rider a text. If you rider doesn't show after 5 minutes, contact via a phone call. Your number will be scrambled Want to run through a sample trip? Visit our trip stimulator at t.uber.com/iostrip

8 How It Works: Starting & Ending a Trip Once you have confirmed the correct passenger, swipe Start Trip The rider is able to input their destination. If they do not, you can input the dropoff address by typing it in the dropoff location box Once you have dropped off your rider, swipe to Complete Trip At the end of a trip, you are able to rate your rider (between 1 and 5 stars) Click under Account and then Help to find your trip history Want to run through a sample trip? Visit our trip stimulator at t.uber.com/iostrip

9 Maximize Your Earnings: Referrals Referrals are a great way to maximize your earnings on the Uber platform: Earn extra by referring your friends to drive and first-time riders to ride! How to Refer a Friend To Drive How to Refer a Friend For A Ride Login to the Uber Partner app Refer drivers by clicking on the link on the opening page If your referral signs-up to drive and completes a certain number of trips, both of you will receive a referral bonus! You can keep track of referrals on your partner dashboard Your same promo code in your app can be used to refer new riders (first-time Uber riders) You can also come into the office and pick up rider promo card and write your individual promo number on them New riders get a free ride and you get $5 whenever your code is used!

10 Keeping Track: Your Partner Dashboard In the dashboard, you can: update your account information, upload documents, track trips, review pay statements, check your referrals and enter banking information Accessing The Dashboard: 1. Go to: partners.uber.com 2. Enter your and password (same as Uber password app) YOUR NAME HERE 3. Click Forget Password to reset password, only if necessary

11 Issues: Submitting an Through the App If you have any issues with a trip, you can submit an through the app under your trip history Click on Account and Help Find the trip you need help with in your Trip History Select the appropriate issue you want to report Provide additional details regarding the incident Want to check out our video tutorials? Visit t.uber.com/learn

12 Partner App: Demand Maps & Surge Pricing If demand becomes too strong, prices might increase in certain areas to motivate drivers to go online with higher earnings and maintain a reliable service. Demand Maps Once you re online, the map within the Partner app will be highlighted in certain colours depending on demand and surge Yellow = Moderate Demand Orange = High Demand Red = Surge Pricing Surge Zones Click on this icon in the top right of the screen for information on how high surge is in your area. A trip must start in a surge zone to apply (surge is determined by the rider s location). The rider must agree to the surge fare before requesting a trip. Notifications: You can set up your Uber Partner app to receive surge notifications - In your app, click Settings, then click Surge Pricing under Notifications, and turn on Push Notifications. You can edit the minimum surge amount you d like to be notified for

13 Pilot project : Regulatory framework and requirements Our partners must comply with the rules below following the announcement of a pilot project to regulate Uber in Quebec. The Uber partners must: Accommodate people with physical disabilities and helping with the access to the vehicle Accept in the vehicle people with special needs pets following a physical disability. Services reserved to taxis: The rides hailed from the street The reserved lines for taxis and buses The connection user and driver made without the use of a mobile application

14 Frequently Asked Questions: Part 1 How long should I wait for a rider? You should wait at least 5 minutes for any rider. If the rider does not show up after 5 minutes and you ve contacted them (call and text), you may cancel the trip and report the rider as a No show. In this case the rider will be charged a $5 cancellation fee. What if there are multiple stops & the rider changes the destination? If there are multiple stops on a trip, that s totally fine. Your fare is calculated based on time and distance so the destination entry by the rider has no effect on your fare. You can keep the trip going and end the trip once you reach the rider s final destination. What if a rider makes a mess in my car? Go into your app, click on Account and then Help. Go into your Trip History and find the associated trip; click on I had an issue with the rider and then Request a Cleaning Fee. Please immediately take a picture of the mess and include a description in the ticket. Please submit a ticket through the app within 48 hours. What if too many people try to get in my car? Politely explain that you can only fit as many people as seat belts in your car. You can encourage the group to request a second Uber. This can be a good opportunity to give out your promo code! More questions? Visit help.uber.com

15 Frequently Asked Questions: Part 2 How does the payment process work? The fare for every trip is calculated by Uber and payments are made via direct deposit into your bank account every week. To enter or update your bank information, visit vault.uber.com or log into your partner dashboard at partners.uber.com and select Banking from the left hand side. Can I have my spouse or another passenger in my vehicle? You cannot have any additional passengers in your vehicle. When riders requests a trip, their expectation is to fit as many passengers in the vehicle as allowed. Are there any tutorial videos I can watch online? Glad you asked! We have an entire YouTube series dedicated towards teaching you about Uber and the Partner App. Just go to t.uber.com/learn and you can watch the tutorial videos at your leisure. How do taxes work? Starting October 15, you will need your GST and QST numbers to be activated on the platform. Request them by filling out the form sent to you by . Uber will collect the GST and QST on your behalf and remit it to the Revenue Quebec. More questions? Visit help.uber.com

16 Tips For a 5 Star Rating Pick-up Location: Pick up your rider at their exact location (where possible). If you cannot stop safely at the original pickup location contact the rider and agree on a mutual location Phone Mount: A phone mount in your vehicle enables a safe, distraction-less and hands free driving experience Efficient Route: Ask the rider if they have a preferred route and use the GPS for navigation. Good city knowledge is key! Clean Vehicle: Riders love a clean car and a great smelling vehicle. A good air freshener goes a long way The Extra Mile: Riders love drivers who provide extra benefits, such a phone chargers, gum, candy or bottled water Be Professional: Riders love a positive, friendly and polite attitude Looking for more tips? Visit t.uber.com/learn for more video tutorials