Uber launched a new feature on Friday that allows customers to return purchased products without leaving their home.
The new returns feature, which is accessible through the Uber Eats app, is Uber’s latest attempt to add “stickiness” to its app by offering services that extend beyond its core ride-hailing and delivery businesses.
There are limitations to the new service and, of course, there is a courier charge. The return fee is calculated based on the courier’s time and distance, according to Uber.
Customers may only return eligible retail items purchased on Uber Eats and must comply with each store’s return policy. Participating retailers include At Home, Best Buy, Dick’s Sporting Goods, GNC, Michael’s Pet Food Express, Pacsun, Petco and Target. Uber said more retailers will be added in the future.
Uber has also placed price restrictions on the service. Customers can only return items with retail prices over $20, according to the company.
Customers can access the new feature by navigating to their order history in the app, tapping “Return Item” and selecting the item. The process is complete once users tap on the ‘Return by Courier’ option. Some customers may be thrilled by the instant refund, not to mention skipping the hassle of driving to a retailer, finding a parking spot, and standing in line.
Uber has never experimented with retail returns. However, the company has launched a number of other capabilities outside of its traditional businesses of road transport and food delivery.
In 2020, Uber launched a service called Connect that used couriers to pick up and deliver packages to friends, family or colleagues. He also created Uber Direct, which allowed users to order from select retailers and have their products delivered directly to their doorstep — contactless, a reflection of the Covid-19 pandemic sweeping the country at the time.
Peer-to-peer package delivery service Uber Connect expanded in 2023 with a Package Return feature that allows customers to hire a worker to pick up and deliver up to five packages at a time to a post office, UPS or FedEx location.
