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🏍️ Uber Direct

This article explains how deliveries work with Uber Direct when used as one of Slerp’s courier partners, including size categories for orders, driver behaviour, waiting/cancellation fees, and what makes Uber Direct different.

Slerp Courier Partner: Uber Direct

Uber Direct is Uber’s on‑demand delivery service that uses a network of self‑employed couriers (bikes, scooters, cars, etc.) to move local orders.

When Uber Direct is available for your locations, Slerp can route eligible delivery orders to Uber Direct alongside other courier partners. When multiple fleets are available, the courier that can assign a driver the fastest will usually take the job.

Delivery pricing and rate cards for Uber Direct are covered in a separate Delivery Pricing article, so they are not repeated here.

Package sizing with Uber Direct

Uber Direct groups deliveries into three rough size categories. These help determine what vehicle is likely to be used and whether your order is realistic for the local fleet.

  • Small (bike / scooter suitable)

    • Roughly: 20 cm x 7 cm x 15 cm
    • Can be comfortably carried with one hand.
    • Typical examples: small boxes, a few items in a small bag.

  • Medium (motorbike / moped, retail bag size)

    • Roughly in the range: 37 cm x 18 cm x 30 cm up to 48 cm x 23 cm x 38 cm
    • Usually something you’d carry in a retail shopping bag and often needs two hands to carry.
    • Typical examples: multiple items, larger food bags, small catering orders that fit into one or two sturdy bags.

  • Large (car / multiple trips to vehicle)

    • Roughly: up to 100 cm x 100 cm x 100 cm overall volume.
    • Orders that would require the courier to make multiple trips to the vehicle (for example, a bigger grocery‑style order or bulky packaging).

Availability note:

  • In London, availability of Large / Car capacity is relatively low due to traffic and how the fleet is distributed.
  • In many other parts of the UK, cars are much more readily available, so Large orders are more likely to be accepted.

Keeping your typical delivery orders within Small or Medium sizing will generally improve acceptance rates and reliability, especially in London.

 

Key Uber Direct behaviours & policies

What you should be aware of when Uber Direct is assigned to your order:

  • Waiting fees

    • Uber Direct applies a 10‑minute grace period when the courier arrives at your venue.
    • After this grace period, they charge ÂŁ0.40 per minute in waiting fees.
    • Keeping orders ready on time helps you avoid these additional costs.

This article can give you more information about Wait Time Fees.

  • Cancellation fees when collection is impossible

    • If an Uber Direct courier has arrived at your venue and then:
      • Is told to cancel the job, or
      • Finds that the store is closed / order is not available,
    • Uber will usually charge a cancellation fee, as the courier has already travelled to the pick‑up point.

  • Self‑employed drivers

    • Uber Direct uses self‑employed couriers, so drivers can choose which jobs to accept.
    • If a driver self-cancels, the job may be offered to another driver, subject to availability.

  • Proof of Delivery (POD) images

    • Uber Direct couriers capture a photo at drop‑off as Proof of Delivery.
    • This POD image appears on the delivery tracker link for the order.
    • If you cannot see the POD image on the tracker (for example, it’s missing or broken), contact Slerp Support, who can access it directly and help investigate delivery complaints.

  • Coverage

    • Uber Direct operates in many areas across the UK, with availability depending on local driver supply, vehicle type and time of day.

 

Handling delivery issues with Uber Direct

If there is a delivery issue on an order fulfilled by Uber Direct:

  1. Check the tracker and POD image first

    • Confirm the delivery time and location via the tracker.
    • Review the POD photo to see where the order was left.

  2. Gather key details

    • Order reference, time slot, reported issue from the customer, and any in‑store evidence (e.g. you know it was handed to the driver).

  3. Contact Slerp Support if needed

    • If the tracker/POD is unclear or missing, or if you need help understanding what happened in Uber Direct’s system, share the details with Slerp Support so we can review the courier logs and advise on next steps.

For more information on how delivery behaviour, SLAs and time slots work across all courier partners, see: Delivery with Slerp Courier Partners.