Courier not arriving at your restaurant in Japan? Check the order before deciding what to do
The food is ready but no courier has arrived. First check whether the order shows an assigned courier.
We reviewed Uber Eats merchant help on 25 October 2026. Confirm current screens and compensation with your contracted platform. Uber Eats merchant help.
Order ID → courier assignment → arrival status → food holding → support
Separate assigned from unassigned orders
For an assigned courier, Uber says to wait a little longer. Keep the order ID and status visible, and hold food according to your safety process. If quality can no longer be maintained, ask platform support before changing the order status.
Compare the order states
| State | Next step | Avoid |
|---|---|---|
| Courier assigned | Check arrival information and hold food safely | Marking it delivered yourself |
| No courier assigned | Record timing and contact support if needed | Assuming one will definitely arrive |
| Cancelled before assignment | Contact support as Uber instructs | Guessing compensation |
Order ID, acceptance time, ready time, assignment status and food condition
Review preparation time
Uber says average preparation time can be changed in Uber Eats Manager. Compare your real kitchen timing with that setting. Check with support how a change affects an order already in progress.
Before buying equipment or adding staff
Record whether the delay comes from order volume, preparation time or pickup flow. Pausing new orders is a separate decision from handling orders already accepted.
Accepted orders → food quality → handoff → preparation setting → new orders
Ad disclosure: when comparing restaurant delivery services, see our restaurant guide. The linked guide is in Japanese.
Summary
Check assignment and order status first. Contact official support if an order is cancelled before assignment, and protect food quality while waiting.
Ad disclosure: when comparing restaurant delivery services, see our restaurant guide. The linked guide is in Japanese.
Source: Uber Eats merchant help (25 October 2026). The cited instructions concern Uber Eats; ask each other platform for its own procedure.