FAQ for Wolt courier partners

A courier partner picks up orders from partnering venues which they have accepted via Wolt Courier Partner application and delivers them to the customers.

Courier partners, after accepting an order, are responsible for picking up the items of the order from the venue and delivering it safely and intact to the customer. If the order is to be paid in cash, they are also responsible for collecting and depositing the cash to cash deposit partners.

In Albania you can deliver with Wolt in Tirana.

You can find more information about the allocation of the deliveries by clicking here.

You can download Wolt Partner app from Android or iOs and Sign up through there.

1. Download the Wolt Partner app from App or Play store

2. Submit an application ("Sign in" if you are already user of the Wolt customer app or "Apply now" otherwise)

3. One of our fleet management partner will contact you for more information

4. Wait for your application to be approved (you will get a post and an email notifying you when this happens)

5. At contract stage, you can select the company you are cooperating and upload the necessary documentation (on the Wolt Partner app)

6. Book an appointment online to pick up Wolt gear (booking form will be sent to you via email once you sign your contract)

7. You can start delivering!

The time between the moment you apply for Wolt courier partner and the time you start delivering can vary from few weeks up to 8 months

A selfie, driving license, your ID card or passport.

Your acount is assigned to one country and one city.

If you want to deliver in another country you will have to apply from scratch in the country of interest.

You can start delivering as soon as you have received the gear and your account is activated by Operations Team.

Tips through customer app are 100% compensated to you. Tips given to you in cash by the customer are also 100% yours. They are also excluded by taxation rates.

Wolt pays you twice per month and emails you a proof of payment. For deliveries from the 1st to the 15th of the month: payment on the 25th of the same month. For deliveries from the 16th to the 31st of the month: payment on the 10th of the following month. In case the 10th or 25th of the month are on a weekend or bank holiday, there is a strong possibility that the payment will be visible on the next working day.

If in the period 1-3 or 16-18 of each month there is a cash debt:

• more than 15000 ALL or

• your 15 days payout

the payment is withheld and deposited in the next payment cycle if the debt is paid off. Exceptions are tips that are normally deposited on each payment.

You can send your new IBAN to your fleet manager. There is a possibility that the next payment will be deposited to your old IBAN, until you start receiving payment to your new registered IBAN.

We strongly suggest you deliver by motorcycle.

You can deliver in any way you want. Here are some tips to make your distribution easier.

• Helmet - It saves lives

• Modern cell phone. The application also works with older mobile phones, but you may have to deal with slow response time of the application

• Powerbank - very useful, the application consumes a lot of battery. You can do your research here

• Data (approx. 2GB per month, you can find some cellular and data packages here)

• Phone call minutes (when you need to call the customer)

You don’t necessarily have to use Wolt gear. But you do have to have gear that is safe for delivery and fulfills any applicable food safety requirements and safeguards food safety.

A gear deposit of 13000 ALL is deducted from your first earnings. The deposit is returned to you once you return the gear and there is no cash debt.

In case you want to replace/get an additional item of equipment, you can come during warehouse hours. If you take the old one in for replacement, you will be held a reduced deposit.

Please note that in case our cooperation is terminated you can return the gear at any condition within a month and take back the whole amount of deposit.

We strongly advise not to deliver if you are sick for your own protection and hygiene.

You are free to take a break from Wolt whenever you feel like! Please keep in mind that we are turning off accounts due to inactivity if you don't deliver for more than 60 days.

If you have an accident while you are online and delivering, please contact Support team for help.

As a sole trader, you have your own state insurance coverage. In case you are fleet managed employee, your employer is responsible for your insurance through your hiring documents.

Personal hygiene Personal hygiene is essential for food hygiene and safety and yours. It is important to follow the following:

• Please do not make deliveries if you are sick

• Maintain safe distances (2m) in gathering areas (e.g. while waiting for your order at the restaurant)

Disinfect your hands after any distribution or activity that may compromise hygiene such as: (eating, smoking, gas station, using cash, toilet, coughing)

Vehicle and equipment cleanliness

It is essential to keep the carrier bag clean by removing any debris or old food containers.

We recommend disinfecting it on a daily basis. The inner bags are washable and we recommend washing them on a weekly basis.

Do not keep personal items in the main compartment of the box. Use the side pockets for this purpose.

You can replace worn or dirty equipment in the warehouse.

The mobile phone is a source of germs and you need to disinfect it every day. Order management

Keep the products of the order sealed (as you received them). If you notice that the seal is damaged, contact Support before handing over

Place the bags correctly in your box so that they are stable and do not move during transport.

If the transport products are at different temperatures, use the shelf to separate the cold from the hot.

In case you are transporting products of a chemical nature, we recommend that you transport them in a separate plastic bag, at the bottom of the box.

Delivery to the customer should be as fast as possible but safety is the main priority.

We strongly advise all freelance couriers not to deliver when it is sunny and the temperature exceeds 38 degrees. If you however want to work, please take a note of the following tips:

• drink a lot of water and other refreshing drinks and (feel free to ask Wolt Market to provide you with water)

• avoid caffeine and alcoholic beverages 

• Wear light-colored clothes that reflect the sun (like a Wolt t-shirt :)

• wear long-sleeved clothing and protective clothing and accessories (e.g. sunglasses) 

• take frequent breaks in shady spots and rest whenever needed

• use sunscreen to protect you from the sun

• eat frequent and light meals during the day

• in case you feel any discomfort or fatigue, immediately stop delivering  and rest in a cool and air-conditioned area

Press "Sign in", input your phone number (including country code) and then fill in the 6-digit pin code that will arrive shortly to you via SMS.

By contacting Operations bot through the Support chat.

By contacting Operations bot through the Support chat.

Pick up involves navigating from order accepting location to the order venue and physically pick it up.

Drop off task involves delivering the order from the order venue to the customer.

If you do not accept the task immediately, the task might disappear from your device and be offered to another courier partner.

Before you star delivering, please make sure that :

1. Wolt Courier Partner app has been given access to your location (image)

2. Battery saving mode is deactivated for Wolt Courier Partner app

Huawei smartphones do not support Google Play apps, meaning you cannot download Wolt Courier Partner app, so we do not suggest them! I phone 6 or older devices do not run the app as well.

You can either wait for the order until it is prepared or let Support team know that you it to be unassigned from you. Please wait for the final confirmation by Support team before you leave the venue.

In case you can't find the customer, you can call them in the app by pressing the relevant button. If you still can't find them after 3 calls and having 10 minutes passed, you can contact Support team for further guidance.

Please contact Support via your Wolt Courier Partner app.

Heavy orders are typically offered to courier partners that have declared they want to deliver them and are compensated better. In order to be offered such orders, you can notify us in the Wolt Courier Partner application in the section "Communication with the operations department".

In any case, if the order is too heavy to carry, you can contact the Support team and either ask them to remove it or call a second courier partner to help you. Remember that your safety always comes first!

Please take a picture and contact Support for further guidance before drop off.

You can mark the task as "completed" only after you have delivered the order to the customer. It is important to know that as soon as you press that the drop off is completed, the customer receives a notification to give feedback about items received and the delivery. In case you press completion earlier than real time, the customer is left with a bad impression as they have not actually received their order.

There is no direct way of reporting lateness to the venue. This information will have to go through Support team and then they will inform the venue on the late pick up. When this happens, the customer will also get an updated drop off time in the Wolt app.

The legal requirements vary from country to country and thus, the onboarding process is different for each country. Please contact our support team or support from the country you wish to apply to get further information.

You can offload cash at any Easypay store.

• You will show up at one of the Easypay points

• Inform the store agent that you have come to offload cash to Wolt's account

• Show your courier ID

• You give him the amount of cash

• Get the bill from the agent

The deposited amount should appear in the application immediately, please check the application after offloading the cash amount.

If the submitted amount does not appear in your application, then you should immediately contact support by sending a photo of the submission you made.

• You must offload the entire debt and not smaller amounts

• The amount of cash you owe should not exceed 15000 ALL at any time

• Even if the debt is small, make sure you deposit the whole amount at least once a week

• If you want to not offload often, you can offload more than you have received

• You can see at any time how much is your cash balance. Offloads are transferred to the distributor application directly, apart from deposits made by card. In this case there will be a small delay of 15 minutes.

In case your account has been suspended due to cash debt you should offload the whole amount of cash debt (cash balance has to be equal or less than 0€).

In case you have already offloaded and you still can't go online in the app, please contact Support team for further guidance.

• As soon as your cash balance exceeds the limit of 15000 ALL, your account will be automatically suspended.

• Apart from your cash balance before offloading cash, the cash balance of your account after offloading must be under 2500 ALL in order not to be set offline automatically.

• As long as you have a cash debt, you must make at least one offload per week regardless of the amount owed

• It is important to be careful to make correct transactions in money and give back the right ammount of change to customers, in order to provide a perfect service and not create an issue and also a loss of time for you

• Attention: fake notes and theft are on you, we recommend regular deposit

• Repetitively and deliberately exceeding of the limit of 15000 ALL may result in the termination of our cooperation. It goes without saying that on holidays, bad weather and in general when there is no intentional excess, no such issue arises

• In the event that you cannot find the customer on a cash order, you will need to contact Support to return it to the store. Support will add the corresponding compensation to you. If you do not wish to return it, you will bear the value of the order.

1. You have to deposit all cash debt remaining, if any

2. You can return the gear received if you want to get the gear deposit back

3. You can send via chat a message that you want to end our cooperation

Wolt can end your partnership in case there is a violation of any of the terms included in your contract.

Reasons for partnership termination include:

insulting behavior to the customer or support members, customer harassment, sharing partner account without prior notice, misreporting delivery vehicle, breaking the law, missing a necessary permit or licence

You can visit our local warehouses without scheduled appointment in the following days and hours:

Monday - Saturday

08:00 - 16:00

Sunday

Closed

You can contact with Support team anytime via the chat in the courier partner app in "Support" section for any issue about live orders choosing the relevant subject option. It is important to be as clear as possible in your questions (e.g. if it is a delivery issue please mention order number and venue name)

You can contact with Operations team any time for issues not related with live orders. You choose "Support" in Courier Partner app and then "Contact courier operations team" and choose the category matching your request. Please be as much as accurate possible and attach any needed documents as we only answer these chats once a day.