Uber launches doorstep return pickup service for customers

Uber rolled out a new feature on Friday that allows customers to return purchased items without leaving their homes, marking another step in the company's expansion beyond its traditional services.

The returns feature is available through the Uber Eats platform. It is part of Uber's strategy to make its app more useful in everyday situations by adding services that go beyond ride-hailing and food delivery.

There are some limitations attached to the service, including a courier fee. Uber said the cost of a return will depend on factors such as the courier's assistance and the time required to complete the task.

The feature is currently limited to eligible retail items purchased through Uber Eats, and customers must still follow each retailer's return policies. Among the participating stores are Best Buy, Target, Petco, GNC, Dick's, Dick's Sporting Goods, Pacsun, At Home, Michaels, and Food Express. Uber noted that additional retailers are expected to join the program over time.

The company has also set a pricing threshold for returns. Only items priced above $20 are eligible for pickup through the service.

To use the feature, customers go to their order history within the app, select the relevant purchase, tap "Return a" item, and choose the "Return with a courier" option. Once completed, a courier is dispatched to pick up the item. Some users may find the feature appealing for the possibility of receiving refunds more quickly, as well as avoiding the hassle of travelling to a store, searching for parking, and waiting in line.

Although this is Uber's first move into retail returns, the company has previously experimented with services that extend beyond its core offerings. In 2020, it introduced Uber Connect, a service that allows couriers to transport packages between individuals, such as friends, family members, or colleagues.

Uber also launched Uber Direct, which enables customers to order products from select retailers and have them delivered to their homes, a service that gained traction during the COVID-19 pandemic due to its contactless delivery model.

In 2023, Uber expanded its package delivery services further by adding a "Return a Package" option within Uber Connect. This allowed users to send up to five packages at a time to shipping locations such as UPS or FedEx, as well as local post offices. With the launch of doorstep return pickups, Uber continues to build on its logistics capabilities, aiming to make its platform more integrated into everyday consumer needs.