Ordering food through Uber Eats has become a daily convenience for millions, but like any delivery service, things can go wrong. Whether you’re wondering how to track an Uber order, how to complain to Uber, or what to do if your Uber order isn’t delivered, this guide will walk you through every step of the process with clear, human-centred explanations.
Ordering an Uber Food Delivery
Ordering an Uber food delivery is a straightforward process via the Uber Eats app or website. Once you’ve selected your restaurant, added your items, and confirmed your delivery address, you can place the order. Uber Eats will notify the restaurant and assign a delivery partner (sometimes a courier directly from the restaurant).
You can usually expect to see real-time updates about the preparation, pickup, and delivery stages. But sometimes things can go off-track, and that’s where tracking and customer support become essential.
How to Track an Uber Order
Once your order is placed, the Uber Eats app gives you multiple options to monitor your delivery. Here’s how to track your Uber order in real-time:
- Open the Uber Eats App
- Tap the Receipt Icon at the bottom of the screen.
- Select “Upcoming” to view your current order.
- Tap “Track” – this will open a live map with your order’s status.
- Look at the Description – this section tells you if your order is being prepared, picked up, or on its way.
If your delivery partner has been assigned, you’ll see their real-time location on the map. If you can’t see the courier’s details, the delivery is likely being handled directly by the restaurant. In that case, the app will provide a “Contact Restaurant” option for updates.
This feature is part of Uber’s Live Order Tracking system, which aims to improve transparency and customer satisfaction. When enabled by restaurants, even their own couriers can be tracked using a QR code scan system. This allows customers to follow the delivery journey and communicate with the courier through chat or call.
Tracking Uber Deliveries with Store Couriers
When restaurants use their own couriers, they can still provide delivery tracking if they opt into Uber’s Live Order Tracking:
- The courier scans a QR code from the order.
- They log into the Uber Driver app and access your delivery details.
- You get notified as soon as the courier starts heading out.
- A live map shows their progress, and you can use chat/call features.
This setup ensures you’re still kept in the loop, even if your delivery isn’t handled by an official Uber Eats driver.
What to Do If Your Uber Order Isn’t Delivered
Even with all the technology and processes in place, things occasionally go wrong. So, what should you do if your Uber order doesn’t arrive?
Step 1: Check the App
First, double-check the status of your order in the app. If it says Delivered but you haven’t received anything, it may have been dropped at the wrong address.
Step 2: Try Contacting the Delivery Partner
If your order is still en route, the app may allow you to contact the driver directly. Use the chat or call feature to clarify where they are or if they had any issues finding your location.
Step 3: Contact Uber Support
If your order never arrives or goes missing, you need to report the issue to Uber:
- In the App: Tap your order > Help > “My order never arrived”.
- Online: Visit Uber Eats Help and fill in the form with your order number and details.
Uber typically responds within a few hours and may offer a refund or credit depending on the circumstances.
Step 4: Check Your Delivery Address
Sometimes the problem is as simple as an outdated or incomplete delivery address. Make sure your Uber Eats profile has the correct details, including door number, postcode, and any delivery instructions.
Step 5: Be Patient and Follow Up
Uber Eats will investigate your issue. In the meantime, be patient. If you don’t hear back within 24 hours, follow up through the app or their online support system.
Can You Cancel an Uber Eats Order If It’s Taking Too Long?
Yes, but the timing is crucial. Here’s what happens depending on when you cancel:
- Before Restaurant Acceptance: Full refund.
- After Restaurant Acceptance but Before Pickup: Partial refund (excluding delivery fee).
- After Driver Pickup: No refund in most cases.
To cancel:
- Open the Uber Eats app.
- Go to your current order.
- Tap Help > “Cancel Order” and confirm.
Keep in mind, cancellation policies can vary slightly depending on your location and the restaurant’s specific setup.
How to Complain to Uber
If you’re unsatisfied with your delivery, food quality, or customer experience, you can file a complaint directly in the app or through the Uber Eats website.
Here’s how:
Via the App:
- Go to “Orders”
- Select the relevant order
- Tap “Help”
- Choose a relevant issue from the list – such as “missing items,” “food quality,” or “order not delivered”
- Submit your complaint and wait for a response
Via the Website:
Visit Uber Eats Help, choose your issue, and follow the instructions to file your complaint. Include as much detail as possible – time of order, restaurant name, missing or incorrect items, and any photos if relevant.
Uber’s support team generally reviews complaints within 24 hours and will follow up via email or app notification.
FAQs – Tracking Uber Orders and Handling Delivery Issues
1. If the restaurant uses its own courier, is tracking Uber deliveries possible?
Yes, if the restaurant uses Uber’s Live Order Tracking system. You’ll be notified when the order is on the way, and you can see the courier’s location on the map.
2. What if I can’t see the courier’s location in the app?
It likely means the restaurant is handling the delivery directly without location sharing. In this case, use the app’s option to contact the restaurant.
3. Can multiple couriers scan the same QR code?
Yes, but only the courier who scanned the code last will be visible to the customer for tracking.
4. Will I be refunded if my order never arrives?
If you report the missing delivery through the app, Uber typically provides a refund or credit after reviewing the case.
5. What happens if the courier removes the order from the Uber Driver app?
Location tracking will stop, but the order is still considered active. Contact Uber support if you suspect your courier has done this without completing the delivery.
6. Can I use this system if I’m ordering from a POS-enabled restaurant?
Currently, QR-code tracking isn’t supported for POS-integrated stores. Your delivery may not be trackable unless handled by an Uber courier.
Stay Informed and Take Action When Needed
Ordering an Uber food delivery is usually a smooth experience, but knowing how to track an Uber order and what to do if your Uber order isn’t delivered is essential for when things go wrong. With features like Live Order Tracking, in-app chat, and real-time updates, Uber Eats is improving transparency and customer control.
If something does go wrong, don’t hesitate to act quickly—whether that means contacting support, filing a complaint, or checking if your address is correct.
Always use the Uber Eats app to check the status of your order, track your delivery partner’s progress, and contact the relevant person—whether it’s the courier, the restaurant, or Uber support.
By following these steps, you can ensure your next Uber delivery is smooth, reliable, and right to your door.
For more information on various delivery companies check out our courier page here!