Uber Direct - Pick up notes

To improve delivery accuracy and streamline the courier experience, customer contact details and pickup instructions are now included in the order sent to Uber Direct (UD) couriers. This ensures couriers can reliably identify and contact the correct individual—especially in complex scenarios like office buildings or third-party pickups.

What We Send to Uber Direct

The following information is passed to UD and displayed in the courier’s delivery app:

• Contact Name
• Contact Phone Number
• Ordering Customer Name (added for reference and POS matching)

This information is included in the Pickup Notes field of the order sent to UD.

Why This Matters

In some cases, the person placing the order is different from the person receiving it. For example, a receptionist might place a lunch order for multiple people in an office. However, some POS systems—such as Masala Pizza's—only receive the Ordering Customer’s Name from the Checkmate integration. To help Uber Direct couriers successfully complete deliveries:

• We send the Contact Name and Phone Number (when configured in your DO checkout settings).
• We append the Ordering Customer’s Name to the pickup notes for reference—this helps the courier cross-check with the POS printout.

Example

• Ordering Customer: John Smith
• Contact Name: Lisa Patel
• Contact Phone: (555) 123-4567

Pickup notes sent to the UD courier: Contact: Lisa Patel, (555) 123-4567 | Order placed by: John Smith This ensures the courier can match the delivery with what's on the restaurant's POS and contact the correct recipient.

Where Pickup Notes Can Be Set

Pickup instructions can be customized at three levels within the Direct Ordering platform:

1. Revenue Center (highest priority)
2. Store
3. Brand (lowest priority)

Note: If pickup notes are set at multiple levels, the Revenue Center notes take precedence over Store and Brand notes.

How to Configure Pickup Notes

Follow the steps below to configure how to send pick-up notes:

Set up on Revenue Center Level

Set up on Store Level

Set up on Brand Level

Allowing Customers to Provide a Different Pickup Contact

If your brand frequently processes orders where the person placing the order is not the same as the pickup contact (e.g., in office or group delivery scenarios), you can enable additional contact fields at checkout. When the Contact Name and Contact Phone Number fields are enabled in the checkout settings:

• Customers can enter the name and phone number of the actual recipient during checkout.
• These details are automatically sent to Uber Direct and displayed to the courier for accurate and direct handoff.

This setup is especially useful when the account holder (ordering customer) is placing the order on behalf of someone else. If this setting is not enabled, the system will default to using the account name and phone number of the person placing the order. These details will be included in the pickup notes and sent to the UD courier, which may not always reflect the actual recipient. Follow these steps below to allow customers to enter a separate contact name and number during checkout: