A Delivery Partner’s Guide to Special Dietary Requests on Uber Eats Japan

Welcome to the world of Uber Eats delivery in Japan! As a delivery partner, you’re providing a valuable service connecting people with their favorite food. While most deliveries are straightforward, you’ll occasionally encounter orders with special dietary requests. Handling these situations professionally is key to ensuring customer satisfaction and a smooth experience for everyone involved.

This guide is designed specifically for foreign delivery partners in Japan. We’ll explore the cultural nuances of dietary needs in Japan, how the Uber Eats system works, what your responsibilities are, and best practices for navigating these requests with confidence.

Understanding the Cultural Context: Dietary Needs in Japan

First, it’s crucial to understand that Japan’s food culture differs significantly from many Western countries. While dietary accommodations are becoming more common, they are not as widespread or ingrained in the restaurant industry.

“Unfortunately, special dietary requirements – even serious food allergies – will not always be accommodated in Japan… One of the main reasons for this is that food allergies and dietary restrictions are not widely discussed in Japan.”

Many Japanese restaurants specialize in a single type of dish, like ramen or tempura. Their recipes are often perfected over years, and changing ingredients can be seen as altering the chef’s creation or may simply be impossible due to how core ingredients are prepared (e.g., a broth that has been simmering for hours). As a result, restaurants may not be able to fulfill requests to remove or substitute ingredients.

Furthermore, Japan has a strong “analog”; culture, where traditional methods are still prevalent. While food delivery apps are gaining traction, a significant portion of the population still prefers ordering by phone. This cultural backdrop means the digital infrastructure and mindset for handling complex online customizations are still evolving.

How Uber Eats Handles Special Requests: The System

Uber Eats has built-in features to manage dietary needs, creating a clear process that primarily involves the customer and the restaurant. Understanding this system is vital for you as a driver.

Tools for the Customer

Customers have several ways to communicate their needs:

• Special Instructions Field: For each item, customers can add notes. This is often used for simple modifications.
• Allergy Requests: Uber Eats has a dedicated feature where customers can select from a list of common allergens recognized by local regulations or write in their own. This information is sent directly to the restaurant.
• Contacting the Restaurant: The app may allow customers to call the restaurant directly to discuss allergies if the restaurant has enabled this feature.

The Restaurant’s Responsibility

The restaurant is the party responsible for reading and acting upon these special requests. They are the ones preparing the food. Uber Eats provides them with tools to manage this:

• Receiving Instructions: All special instructions and allergy notes are displayed to the restaurant on their order screen.
• Communication with Customer: If a restaurant cannot fulfill a request, they can contact the customer through the app or cancel the item. A new “Live Order Chat” feature even allows restaurants to initiate a chat to clarify requests.
• Order Accuracy: The restaurant is ultimately responsible for ensuring the final order is correct, including any modifications. Order errors, such as incorrect or missing items, are attributed to the merchant.

Your Role as a Delivery Partner: What You Need to Know

This is the most important section for you. Your primary role is to safely and efficiently transport a sealed package from the restaurant to the customer. You are a logistics expert, not a chef or a food safety inspector.

“The kitchen follows a first-in, first-out approach… untouched meals await independent contractors.”

Here’s what this means in practice:

• You Don’t Prepare the Food: You are not involved in the food preparation process. Any special instructions are for the restaurant’s kitchen staff.
• Orders are Sealed: For hygiene and safety, most orders will be given to you in a sealed bag. You should never open the bag to check or modify the contents.
• You Are Not Responsible for Order Accuracy: If an item is wrong or missing, or if a dietary request was ignored, the responsibility lies with the restaurant. The customer should report this through the Uber Eats app, which will handle it with the restaurant.

Your focus should be on timely pickup, careful handling of the package, and polite delivery to the customer’s location.

Best Practices for Handling Special Request Scenarios

Even though you aren’t responsible for the food itself, you are the face of the service. Professionalism in these moments matters.

Scenario 1: You See a Special Request in the App

When you accept an order, you might see the customer’s notes. While these are for the restaurant, a quick, polite confirmation at pickup shows great service.

Action: When picking up the order, you can politely ask the restaurant staff: “Tokubetsu chūmon, daijōbu desu ka?” (特別注文、大丈夫ですか？ – “Is the special order all set?”). This simple check can prevent issues down the line.

Scenario 2: The Restaurant Mentions an Issue

If the restaurant tells you they cannot accommodate a request, do not take the order and try to solve it yourself.

Action: Politely remind the staff that they can use their Uber Eats Orders app to contact the customer or cancel the problematic item. The system is designed for them to handle this directly. Wait for them to resolve it before you begin the delivery.

Scenario 3: The Customer Contacts You Directly

A customer might message you after you’;ve picked up the order to ask about an ingredient. This is a critical moment to manage expectations correctly.

Action: Be polite but clear. Explain that the order is already prepared and sealed by the restaurant for safety, and you cannot check or change it. Advise them to contact the restaurant directly if possible, or Uber Eats support for any food-related concerns. A sample response could be: “Hello, the restaurant has already sealed the bag for safety, so I cannot check the ingredients. For specific food questions, please try to contact the restaurant or Uber Eats support.”

The Language Barrier: Tips for Communication

Miscommunication can have massive consequences. The Japanese word “mokusatsu” was famously mistranslated during WWII, escalating tensions. While your stakes are lower, clarity is still vital.

• Use Simple Phrases: Learn a few key Japanese phrases for pickup and delivery.
• Translation Apps: Keep a translation app handy on your phone for complex situations.
• Politeness is Universal: Japanese culture values politeness and respect (teinei). A smile and a bow can go a long way, even if your language skills are limited.

Common Dietary Needs You Might Encounter

Having a basic awareness of common dietary restrictions will help you understand the context of customer requests.

• Food Allergies (アレルギー): Japan mandates the labeling of seven key allergens: egg, milk, wheat, buckwheat, peanut, shrimp, and crab.. These are the most critical requests to be aware of.
• Vegan/Vegetarian (ビーガン/ベジタリアン): This can be challenging in Japan. Many seemingly vegetable-based dishes use dashi (fish stock) or other hidden animal products.
• Halal (ハラル): For Muslim customers, food must be free from pork and alcohol, among other things. While the Halal food market is growing in Japan, finding certified options can still be difficult, as many common ingredients like soy sauce or mirin may contain alcohol.

Conclusion: Professionalism is Your Greatest Asset

Navigating special dietary requests on Uber Eats in Japan is about understanding your role, knowing the system, and communicating professionally. Your responsibility is clear: safe and timely transport. By letting the system work as designed—with restaurants managing food preparation and customers using the app for requests—you can provide excellent service while protecting yourself from issues outside your control.

Remember these key takeaways:

1. Your role is transport, not food prep.
2. Never open a sealed order.
3. Direct food-related issues to the restaurant or Uber Support.
4. Communicate politely and clearly.

Ready to Start Delivering?

Now that you’re equipped with the knowledge to handle any order that comes your way, you’re ready to hit the road. Delivering with Uber Eats offers a flexible way to earn money and explore your city. Please note that to sign up as a foreign national, you’ll need a valid status of residence (such as Permanent Resident, Spouse of a Japanese National, etc.) and basic Japanese communication skills.

Join the community of delivery partners today and start your journey!

Sign Up to Deliver with Uber Eats