Overview
Uber Direct is an on-demand delivery service that integrates directly with LOKE-powered ordering experiences. It allows customers to order delivery through a merchants own branded app without ever leaving it or needing an Uber account.
This service is available to Australian clients using integrations on the public API (includes Doshii and Deliverect but not Lightspeed 0-series)
How it works
For customers
- The customer opens the venue’s app and selects Delivery.
- They browse the menu, add items to their cart, and place their order as normal.
- LOKE sends a delivery request to Uber Direct automatically in the background.
- Uber assigns a driver from their network to collect the order from the venue.
- The customer receives a tracking link so they can follow their delivery in real time, including live driver location and estimated arrival time.
For merchants
Orders placed for delivery appear in the merchant’s point-of-sale system the same way as any other order. Once the order is accepted by the POS, Uber Direct handles the rest including driver allocation, routing, and delivery updates.
Merchants do not need to manage drivers directly or monitor deliveries through a separate app.
Getting set up
Uber Direct is enabled on a per-location basis by a LOKE Account Manager. Before going live, the Account Manager will need to confirm the following details for each location:
- Store phone number (in international format, e.g. +61 for Australian numbers)
- Store address (correctly formatted to ensure drivers can locate the venue)
Once a location is configured, the delivery option will appear in the app automatically.
| 💬 Need to get set up? Contact a LOKE Account Manager to get started. Uber Direct settings should not be configured manually — incorrect setup can prevent orders from reaching drivers. |
Updating a store address
If a store address needs to be updated after setup:
- Log in to LOKE Back Office.
- Navigate to Sites, then Location Settings.
- Update the address as required.
Address changes in LOKE Back Office automatically sync to Uber Direct. Drivers will use the updated address for all future deliveries.
Tracking deliveries
Every Uber Direct delivery includes a live tracking link. This link shows:
- Driver location in real time
- Current delivery status
- Estimated arrival time
- Recent delivery events
The tracking link is sent to the customer automatically. If the tracking link cannot be found, contact LOKE Support with the order reference and they can locate it.
Who to contact for help
Depending on the type of issue, either LOKE or Uber will need to be contacted directly. The table below covers the most common scenarios.
| Contact | Details | Use for |
| LOKE Support | Via the LOKE Help Centre | App or ordering issues, delivery not appearing in the POS, tracking link not found, account configuration |
| Uber Merchant Support(Phone) | 1800 951 405 | Live order issues only — driver problems, delays, delivery in progress |
| Uber Merchant Support(Email) | direct.merchants.anz@uber.com | Non-urgent delivery queries, disputes, delivery outcome questions |
| Uber Billing | b2b-collections@uber.com | Account suspension, billing queries, invoice disputes |
Still need help?
| Contact LOKE Support if you have a question about the LOKE integration, account setup, or are unsure who to contact. |
| A LOKE Account Manager is also available for any questions about getting started or expanding Uber Direct to additional locations. |