Overview
- Coverage: UK and Switzerland (one storekit credential pool per region — see below)
- Driver network: Access to Uber’s extensive driver pool
- White-label: Your branding, not Uber’s
Do I need my own Uber Direct account? No. You do not sign up at uber.com, complete Uber’s business verification or obtain API credentials. storekit holds the Uber Direct credentials and enables the integration on your storekit account; you then create an Uber Direct organisation for your business from the dashboard and switch it on per store.
Setup
Uber Direct is enabled per storekit account. Everything is done from Stores → your store → Settings → Integrations → Uber Direct.1
Request the integration
If the page shows Deliver with Uber Direct, the integration is not yet enabled on your account. Click Request Uber Direct integration (or contact support). Once storekit enables it, the page title changes to Uber Direct Settings.
2
Connect a credential pool
Under Account Credentials, choose a Credential Pool and click Connect to Uber Direct. The list is fixed:
You can connect more than one pool (for example UK Standard and UK Catering) with Connect another pool. There are no API key fields to fill in.
3
Create your Uber Direct organisation
Under Organization, fill in Organization Name, Contact First Name, Contact Last Name, Contact Email, Contact Phone (international format, e.g.
+441234567890), Street Address, Street Address Line 2, City, State / Region, Postcode / Zip and Country Code, then click Create Organization. Your business name, email and store address are pre-filled where storekit already has them.This organisation is created under storekit’s Uber Direct account and is what Uber bills for your deliveries. It is account-wide: every store on the account uses it unless a store has its own customer ID.4
Enable Uber Direct on each store
Under Venue Settings, select the Credential Pool the store should use, leave Customer ID (optional) blank unless storekit has given you a store-specific one, switch on Enable Uber Direct and click Save. Repeat on each store that should deliver with Uber.If saving fails with Please create an organization in account settings first, or enter a customer ID manually., go back to step 3.
5
Check delivery is switched on for the store
Uber Direct only handles delivery orders, so the store also needs delivery enabled and a delivery zone with a fee. See Enabling Delivery and Delivery Zones.
Billing. Uber bills the organisation created in step 3 directly for each delivery; storekit does not add the courier cost to your storekit invoice. Billing is activated on Uber’s side after the organisation is created, and Uber tells storekit when it is active — there is nowhere in the storekit dashboard to enter payment details for Uber Direct. If an order is paid but no delivery appears after setup, the most likely cause is that billing is not active yet: contact support with the order number and we will check the organisation’s status with Uber and, where possible, arrange the delivery manually.
How It Works
- A customer places a delivery order on your store.
- When the order is accepted, storekit requests a delivery from Uber Direct with a pickup time based on the store’s prep time (or, for pre-orders, the scheduled delivery time).
- Uber assigns the nearest available driver.
- The customer tracks the delivery on your order status page.
- The driver delivers the order.
Order Data Sent
Standard deliveries are set to be handed over at the door, with the driver taking a photo as proof of delivery and leaving the order at the door if the customer cannot be reached. Catering deliveries instead use a PIN code the customer gives the driver, and are returned to the store if they cannot be delivered.
There are no Uber Direct dispatch-timing, pickup-instruction, delivery-requirement or tipping settings in the storekit dashboard. Dispatch always happens on acceptance, and what the customer pays for delivery is set by your delivery zones, not by Uber’s courier fee.
Following a Delivery in the Dashboard
Open the order from Orders and the delivery tracker appears above the order items as soon as Uber has accepted the request. It shows the Uber Direct logo, the current pickup or drop-off ETA and a progress bar through Pending, Assigned, En route, At dropoff and Delivered. Once a courier is assigned, their name, phone number and vehicle appear under the progress bar. The tracker updates live while the order page is open — there is nothing to refresh.
The delivery tracker on the order page (example data)
The Delivery details panel while a courier is en route (example data)
The Cancel delivery button at the bottom of the panel cancels the courier request with Uber. It is only shown while the delivery can still be cancelled — once the order has been dropped off, is being returned to the store, or Uber has already cancelled, expired or failed it, the button disappears. Confirm with Cancel Delivery in the prompt that follows. View in provider dashboard in the same footer opens Uber’s page for this delivery.
Customer Experience
The sections above describe what you see in the dashboard. This is what the customer sees on the order status page for the same delivery.Live Tracking
Customers see on your order status page:- Driver name and photo
- Real-time location on map
- Estimated arrival time
- Option to contact driver
Delivery Updates
Real-time status updates:- Driver assigned
- Driver heading to store
- Driver arrived at store
- Order picked up
- Driver en route to customer
- Delivered
Troubleshooting
No Delivery Created for a Paid Order
- Check Enable Uber Direct is on for that store and the store’s Credential Pool is one you connected.
- Check the organisation shows Organization connected under Organization. If not, create it (step 3 above).
- Billing on the organisation may not be active yet with Uber — contact support with the order number.
No Drivers Available
If no drivers accept, Uber keeps searching. If the delivery is eventually cancelled, contact support so we can arrange the delivery manually where possible.Driver Cancellation
If a driver cancels, Uber reassigns the delivery and the customer sees an updated ETA.Wrong Vehicle Type / Order Too Large for a Bike
Uber chooses the courier and the vehicle. There is no vehicle-type, order-size or “car only” setting for Uber Direct in the storekit dashboard, and storekit does not send any such requirement to Uber: every item is passed as a small manifest item (catering orders as a single extra-large item), so a large order can still be matched to a bicycle or scooter courier. You do not have an Uber Direct account of your own to add drivers or vehicles to — deliveries run through storekit’s connection, so there is no Uber dashboard where you can choose or change the courier. If the courier who arrives cannot carry the order:- Open the order and click Details on the delivery tracker. The Courier section shows the courier’s name, phone number and vehicle badge — call them to agree what to do.
- If the order cannot go with that courier, click Cancel delivery and confirm with Cancel Delivery. This does not cancel the customer’s order.
- Contact support with the order number so we can arrange the delivery again where possible.
Who Is Responsible for the Delivery
storekit passes each delivery order to Uber Direct, which selects and manages the driver who collects and delivers it. Late pickups, no driver being assigned, or damage in transit are handled by the courier performing the delivery, not by storekit. storekit support can raise a claim or refund request with Uber Direct on your behalf, but any refund or compensation is subject to their approval. To start this, contact support.Best Practices
Accurate Prep Times
The pickup time sent to Uber comes from your store’s prep time — keep it realistic to avoid drivers waiting
Correct Store Phone Number
Drivers call the store’s phone number if they cannot find you
Secure Packaging
Package orders to survive transport
Sensible Delivery Zones
Keep zones within a distance Uber can serve reliably