Uber Eats closely monitors your preparation times. If you regularly exceed your estimates, your score decreases and your visibility diminishes. However, not all delays are your responsibility.
The delivery driver arrives late to pick up the order. The order was ready on time, but the driver took 15 minutes to arrive. Document the time the order was ready (photo with timestamp).
Case 2: The tablet crashed or the internet connection was unstable. Immediately report technical issues to support. Delays due to technical issues are generally excused.
Case 3: a complex order with many customizations. Platforms don’t account for the complexity. If certain combinations take longer, adjust your preparation times by category.
To dispute: go to the Uber Eats dashboard > “Operations” section > identify penalized orders > contact support with your evidence.
Prevention: slightly overestimate your preparation times (add a 3-5 minute buffer). A customer who receives their order ahead of schedule is more satisfied than a customer who experiences a delay.
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