--- title: Get help with Uber Direct deliveries description: Learn how to get help and keep customers happy when using Uber Direct for delivery. --- [Skip to content](https://help.bopple.com/get-help-with-uber-direct-deliveries#main-content) [![logo-full-landscape-1024-1.png\]](https://help.bopple.com/hs-fs/hubfs/logo-full-landscape-1024-1.png?width=100&height=31&name=logo-full-landscape-1024-1.png)](https://help.bopple.com/?hsLang=en) - [Blog](https://blog.bopple.com/) - [Contact Us](https://help.bopple.com/kb-tickets/new) Open main navigation Close main navigation - [Blog](https://blog.bopple.com/) - [Contact Us](https://help.bopple.com/kb-tickets/new) - - [Visit Back Office](https://my.bopple.com/) [Visit Back Office](https://my.bopple.com/) How can we help you today? - There are no suggestions because the search field is empty. 1. [Support for Merchants](https://help.bopple.com/?hsLang=en) 2. [Integrations](https://help.bopple.com/integrations?hsLang=en) 3. [Uber Direct](https://help.bopple.com/integrations?hsLang=en#uber-direct) # Get help with Uber Direct deliveries ## Learn how to get help and keep customers happy when using Uber Direct for delivery. Download and print the **Uber Direct Merchant Support Handbook** below: **👉** [Download:](https://help.bopple.com/hubfs/%5BANZ%20Direct%5D%20BMS%20Merchant%20Support%20Handbook%20(1).pdf?hsLang=en)**[Uber Direct Merchant Support Handbook](https://help.bopple.com/hubfs/%5BANZ%20Direct%5D%20BMS%20Merchant%20Support%20Handbook%20(1).pdf?hsLang=en)** ### [![](https://help.bopple.com/hubfs/image-png-May-19-2023-06-47-18-1048-AM.png)](https://help.bopple.com/hubfs/%5BANZ%20Direct%5D%20BMS%20Merchant%20Support%20Handbook%20(1).pdf?hsLang=en) ![](https://help.bopple.com/hubfs/image-png-Sep-27-2022-01-33-26-61-AM.png) ### Uber Direct Merchant Support When you use Uber Direct as your delivery provider, any queries or concerns regarding delivery service need to be directed to Uber Direct Merchant Support. Bopple is unable to assist with delivery service issues or refunds.  #### **⚡ Live order support** Please call between 7am to 10pm AEST (9am to 12am NZST) - **Australia** +61 1800 951 405 - **New Zealand** +64 800 453 950 Please have the relevant Order ID available to share with the receiving agent. #### **🔄 Past order support** Email [direct.merchants.anz@uber.com](mailto:direct.merchants.anz@uber.com)and include the relevant Order ID. #### 💵 Refunds and reimbursements Email [direct.merchants.anz@uber.com](mailto:direct.merchants.anz@uber.com) for any case where you feel you are due a refund or reimbursement as a result of a delivery service issue. Bopple cannot raise issues on your behalf. Reimbursement requests must be submitted within 3 business days of order completion.  Bopple passes itemised order details to Uber when deliveries are created, so you do not need to provide Uber Direct Merchant Support with invoices when requesting an adjustment or refund.  #### 💳 Billing and info Email [b2b-collections@uber.com](mailto:b2b-collections@uber.com) for any questions with your Uber invoices, or if your account gets suspended. #### ⚠️ Safety incidents Email [direct.merchants.anz@uber.com](mailto:direct.merchants.anz@uber.com)**[mailto:direct.anz.merchants@uber.com](mailto:direct.anz.merchants@uber.com) i**f you want to report any kind of driver or safety incident to Uber.  #### How can I find my Order ID? When contacting Uber Direct Merchant Support you can provide either of the below:  **Bopple Order ID** - Shown on the order in Bopple Orders Manager - Shown as the "Store Order ID" on the order in Uber Direct Dashboard **Uber Order ID** - Shown on the order in Uber Direct Dashboard ![](https://help.bopple.com/hubfs/image-png-Sep-27-2022-01-33-26-61-AM.png) ### Helping your customers If a customer contacts you, [Bopple Orders Manager](https://my.bopple.com/orders) and [Uber Direct Dashboard](https://help.bopple.com/uber-direct-dashboard?hsLang=en) both give you instant access to all the info you need to provide and receive assistance with delivery orders.  - Monitor delivery orders - Check live status of delivery orders - Check real-time driver ETA - Contact Uber delivery drivers directly  - Contact Uber Direct support #### How customers can get help Customers have direct access to call the delivery driver while the delivery is in-progress. They also receive real-time updates on the delivery progress in their order summary page, as well as via SMS alert from Uber.  The customer may also contact your store for assistance in certain cases.  ![delivery support-1](https://help.bopple.com/hs-fs/hubfs/delivery%20support-1.gif?width=670&height=698&name=delivery%20support-1.gif) - [Get started](https://help.bopple.com/get-started?hsLang=en) - [Store Profile & Brand](https://help.bopple.com/store-profile-brand?hsLang=en#main-content) - [Store Details](https://help.bopple.com/store-profile-brand?hsLang=en#store-details) - [Hours](https://help.bopple.com/store-profile-brand?hsLang=en#hours) - [Storefront Customisation](https://help.bopple.com/store-profile-brand?hsLang=en#storefront-customisation) - [QR Table Ordering Setup](https://help.bopple.com/store-profile-brand?hsLang=en#qr-table-ordering-setup) - [Pick-up & Delivery Setup](https://help.bopple.com/store-profile-brand?hsLang=en#pick-up-delivery-setup) - [Additional Ordering Settings](https://help.bopple.com/store-profile-brand?hsLang=en#additional-ordering-settings) - [Catering](https://help.bopple.com/catering?hsLang=en#main-content) - [Configuration](https://help.bopple.com/catering?hsLang=en#configuration) - [Order Management](https://help.bopple.com/catering?hsLang=en#order-management) - [Customer Experience](https://help.bopple.com/catering?hsLang=en#customer-experience) - [Website & Mobile Apps](https://help.bopple.com/website-mobile-apps?hsLang=en#main-content) - [Branded Mobile Apps](https://help.bopple.com/website-mobile-apps?hsLang=en#branded-mobile-apps) - [Menu Management](https://help.bopple.com/menu-management?hsLang=en#main-content) - [Structuring Your Menu](https://help.bopple.com/menu-management?hsLang=en#structuring-your-menu) - [Advanced Menu Settings](https://help.bopple.com/menu-management?hsLang=en#advanced-menu-settings) - [Inventory & Stock Control](https://help.bopple.com/menu-management?hsLang=en#inventory-stock-control) - [Orders & Integrated POS](https://help.bopple.com/orders-integrated-pos?hsLang=en#main-content) - [Live Orders](https://help.bopple.com/orders-integrated-pos?hsLang=en#live-orders) - [Docket Printing](https://help.bopple.com/orders-integrated-pos?hsLang=en#docket-printing) - [Order History & Refunds](https://help.bopple.com/orders-integrated-pos?hsLang=en#order-history-refunds) - [Payments & Payouts](https://help.bopple.com/orders-integrated-pos?hsLang=en#payments-payouts) - [Marketing, Loyalty & Promos](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#main-content) - [Promoting Your Store](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#promoting-your-store) - [Loyalty](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#loyalty) - [Promos & Discounts](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#promos-discounts) - [Push Notifications](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#push-notifications) - [Email & SMS](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#email-sms) - [Popup Announcements](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#popup-announcements) - [Gift Cards](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#gift-cards) - [Link in Bio](https://help.bopple.com/marketing-loyalty-promos?hsLang=en#link-in-bio) - [Customers & CRM](https://help.bopple.com/customers-crm?hsLang=en#main-content) - [Customers](https://help.bopple.com/customers-crm?hsLang=en#customers) - [Feedback & Ratings](https://help.bopple.com/customers-crm?hsLang=en#feedback-ratings) - [Integrations](https://help.bopple.com/integrations?hsLang=en#main-content) - [Lightspeed Kounta POS](https://help.bopple.com/integrations?hsLang=en#lightspeed-kounta-pos) - [Square POS](https://help.bopple.com/integrations?hsLang=en#square-pos) - [Uber Direct](https://help.bopple.com/integrations?hsLang=en#uber-direct) - [DoorDash Drive](https://help.bopple.com/integrations?hsLang=en#doordash-drive) - [Marsello Loyalty & Marketing](https://help.bopple.com/integrations?hsLang=en#marsello-loyalty-marketing) - [Wrapped Gift Cards](https://help.bopple.com/integrations?hsLang=en#wrapped-gift-cards) - [Meta Pixel (Facebook)](https://help.bopple.com/integrations?hsLang=en#meta-pixel-facebook) - [Google Analytics](https://help.bopple.com/integrations?hsLang=en#google-analytics) - [Payouts & Financials](https://help.bopple.com/payouts-financials?hsLang=en#main-content) - [Payout Basics](https://help.bopple.com/payouts-financials?hsLang=en#payout-basics) - [Payouts](https://help.bopple.com/payouts-financials?hsLang=en#payouts) - [Managing Your Payout Account](https://help.bopple.com/payouts-financials?hsLang=en#managing-your-payout-account) - [Chargebacks & Disputes](https://help.bopple.com/payouts-financials?hsLang=en#chargebacks-disputes) - [Account & Billing](https://help.bopple.com/account-billing?hsLang=en#main-content) - [Staff access](https://help.bopple.com/account-billing?hsLang=en#staff-access) - [Account management](https://help.bopple.com/account-billing?hsLang=en#account-management) - [Billing](https://help.bopple.com/account-billing?hsLang=en#billing) - [Security](https://help.bopple.com/account-billing?hsLang=en#security) - [Troubleshooting](https://help.bopple.com/troubleshooting?hsLang=en#main-content) - [Store Status Issues](https://help.bopple.com/troubleshooting?hsLang=en#store-status-issues) - [Menu Issues](https://help.bopple.com/troubleshooting?hsLang=en#menu-issues) - [Order & Payment Issues](https://help.bopple.com/troubleshooting?hsLang=en#order-payment-issues) - [Docket Printing Issues](https://help.bopple.com/troubleshooting?hsLang=en#docket-printing-issues) - [Other Issues](https://help.bopple.com/troubleshooting?hsLang=en#other-issues) - [Kiosk Troubleshooting Guides](https://help.bopple.com/troubleshooting?hsLang=en#kiosk-troubleshooting-guides) - [Updates & Roadmap](https://help.bopple.com/updates-roadmap?hsLang=en) - [Self-serve Kiosks](https://help.bopple.com/self-serve-kiosks?hsLang=en) - [Analytics](https://help.bopple.com/analytics?hsLang=en) - [Platform fees](https://help.bopple.com/platform-fees?hsLang=en) [![logo-full-landscape-blue-1024-Apr-16-2023-10-37-47-5974-PM](https://help.bopple.com/hs-fs/hubfs/logo-full-landscape-blue-1024-Apr-16-2023-10-37-47-5974-PM.png?width=100&height=31&name=logo-full-landscape-blue-1024-Apr-16-2023-10-37-47-5974-PM.png "logo-full-landscape-blue-1024-Apr-16-2023-10-37-47-5974-PM")](https://bopple.com) Simplifying commerce for hospitality. Copyright © 2026, Bopple