Overview
For orders fulfilled via Uber, your team handles all customer-facing communication. Uber’s Direct Support Team manages live delivery issues, while CleanCloud support will coordinate with Uber for any refund requests or delivery concerns.
Live order support
If you or your customer encounter an issue during a delivery, you can now contact the assigned Uber courier directly. Here’s how:
Once a courier is assigned, you'll see their name, phone number, and PIN code in the journey details.
Call the provided number.
Follow the automated voice prompt, which will ask you to enter the PIN.
After verification, you'll be connected to the courier via a voice-only call.
ⓘ Important: This contact method is available from the moment the courier is assigned until 30 minutes after the trip ends.
Contacting Uber support
If you need to escalate an issue beyond the courier:
Phone: 1-866-987-3750 (Available 24/7)
What you’ll need: Have your Uber Order ID or Delivery Token (e.g.,
del_xxx) ready
Refunds, feedback, and additional issues
For questions about:
Refunds
Feedback on courier behavior or order handling
Other non-urgent issues related to Uber orders
Please contact CleanCloud support directly. We’ll liaise with Uber on your behalf.
✔ For more details, refer to our Refund Request Process guide.
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