FAQ for Wolt courier partners

A Courier Partner picks up orders from venues they accepted using the Wolt Partner application and delivers them to customers, ensuring the best possible quality.

Courier Partners need to use the equipment provided to them, as well as either a personal smartphone and vehicle of their choice (car, bike, or scooter) or one provided by their delivery company.
Courier Partners are also responsible for complying with local legislation, including all traffic regulations. They may not jeopardize the safety of other users of the platform, including restaurant, retail, Wolt employees, and customers. As per the agreement between Wolt and your delivery company.

Currently, Wolt Bulgaria is only operating in Sofia, but soon it will be in a city near you.

We understand you might want to work with other delivery platforms, and that's perfectly fine with us! At Wolt, we believe you should have the freedom to choose where you work. You call the shots!

Just so you know, in Bulgaria, you'll be working with one of Wolt's trusted delivery service partners. So, any questions about your employment and who you deliver for should be directed to them – they'll have all the details for you!

Sharing accounts is not allowed, but you can always refer them to the delivery company you work with.

Wolt will not put any restrictions on your working hours, so you can go online or offline by the click of a button. Your working time depends on the agreement you have with your delivery company.

Tasks are allocated through an algorithm in our system that considers many parameters to find the best possible solution: the most optimal Courier Partner available for the specific order at that moment

As a courier partner, you have complete freedom over the time you will spend delivering with us, but it depends on local regulations and legislation as well as your agreement with the delivery company that employs you.

Download the Wolt Partner application from Google Play or App Store and submit your application.

To get started, you'll just need a vehicle (Personal or provided from your delivery company) for deliveries and a mobile device that works with the Wolt Partner app, including internet access and GPS.

Initial online steps take ~5 minutes. The subsequent onboarding timeframe with a partner delivery company can vary, and approval is not guaranteed, as it depends on the partner's current needs and application volume.

Depending on the company you apply for, you will need to prepare different documents, but typically requirements include: 1. Personal Identification document , 2. Driver's license , 3. Certificate of impunity, 4. Health book, 5. Labour book

You will need to submit all the documentation listed above to the delivery company you have chosen to apply for.

When creating your profile on our app, you can choose one delivery city. However, if you need to change it for any reason, you can always ask your employer to change.

You can begin delivering as soon as you have a contract with a delivery company, your profile has been activated, and you have obtained the necessary equipment and documentation for delivery.

Your earnings will vary based on how busy the Wolt platform is when you go online, which orders you deliver, and how efficiently you deliver. You are getting paid per task, so the more tasks that you accomplish, the bigger your payout will be.

Each order has individual pricing. Before you accept or decline an order, you will be able to see the suggested amount of earnings you can receive if you deliver the order. This amount is affected by: distance of the order, type of order, order weight, weather conditions, rush hour, and much more.

We recommend going online and offline based on the demand. It's a good idea to go online when you see the push in-app notification that says "high demand" or when the status is "normal" or "busy". It's also a good idea to deliver when others are not - there are fewer couriers and more orders during rainy/snowy days.

It depends on the tasks. You can't expect to get a tip for every task, but after a few weeks of delivering, you will get a good impression of what to expect in your city.

Earnings are based on the completed deliveries and time spent on the platform, but they can vary depending on the delivery company you have selected to work with, demand in your delivery area, and the number of deliveries you can finish.

Your exact payment date depends on your specific delivery company and should be discussed with your employer.

You can check how much you've earned in the sections "Statistics" and "Finance" in your Wolt Partner App.

You can contact your delivery company about the changes.

Your delivery company will provide you with the mandatory delivery equipment. This typically includes a bag and seasonal wear like a jacket or t-shirts. Additional items such as rain pants and helmets may also be available from them if needed.

You are free to choose among several vehicle types, such as bicycles, scooters, cars, or motorcycles. Either owned by you or provided by your delivery company.

The equipment you need during the process of activating your profile will be provided to you directly by the delivery company you have chosen to work with.

You must use Wolt gear for your deliveries. It is designed to ensure that your deliveries are safe and meet all food safety requirements, helping to safeguard the quality of the food and the safety of our customers.

No, the gear required for delivering will be provided free of charge from the delivery company you work with.

As long as you have the necessary equipment and documentation for the vehicle you choose to drive, you can reach out to your delivery company manager and request them to register your new vehicle with the Department of Health and Safety.

You will need to get in touch with your delivery company manager so they can organize and provide you with the needed replacement gear.

First, we recommend that you make sure you and any other people involved are alright and contact the Support team so they can help you with everything you need and also take care of the order that was being delivered. While you are delivering on Wolt you are covered by the Collective Benefits insurance. To see more information about the coverage and to place claims, go to the Collective website, which you can find in your partner app.

Just tap the Login button and enter your country's area code and phone number after installing the Wolt Partner App. Afterwards, you will receive SMS with a six-digit number that you need to input in the corresponding field in the app.

You can reach out to your delivery company manager directly about changing your personal information.

Every time you log into the Wolt Partner app, a new PIN code is created, and it can only be used once.

If you want to get your profile deactivated, you should first communicate with your delivery company manager about it, and they will let us know so we can deactivate the profile in our system.

The pick-up task includes both accepting a delivery that has been provided through the Wolt Partner app and collecting the order from the venue.

Pick-up information includes the relevant facts you learn both before and after beginning a new task. Before clicking "Start," you will see details such as how much time is left until the order can be picked up, the precise name and location of the venue, and the address where the task needs to be dropped off. After clicking "Start," you will see further details about the order, including the name of the venue, the order number, and the items that are part of it.

Drop-off is the task that begins once pick-up is finished, and it contains the needed information for delivering the order. Once the customer has received your order, it is completed.

The client's address, name, information about whether you want a contactless drop-off, any additional user notes you may have provided, the cash collection amount (if it's a cash order), and a call button in case you need to reach the customer are all included in the drop-off information. Alternatively, you can use the navigation button in the top right corner to send the address to the navigation app of your choice.

The system can allocate several pick-ups from multiple venues (or even the same venue) and your drop-offs when you choose to deliver in bundle task mode. Please be aware that, depending on the number of tasks available and the circumstances in a certain delivery area, you may also receive single jobs while in bundle task mode.

This usually occurs when another courier partner has already accepted the task, or your device temporarily misses internet access.

You can view the distance covered in the selected time frame using the stats menu in the Wolt Partner app.

We advise you to inquire about the order's progress with the restaurant personnel if it is running behind schedule. Depending on the circumstances in your delivery location, we advise contacting support if the order will be more than 10 minutes late to see if they may unassign it and provide you with another that will be ready sooner.

If the customer is not at the address, you can call or text them through the app by selecting the appropriate button. After two calls, if you still can't find them, you can contact the Support Team for assistance.

If you are unable to reach the customer, we advise contacting the Support Team to see if they can point you in the right direction. If it doesn't help, the support will walk them through the rest of the order's handling process.

If the order is very large, we advise getting in touch with the Support Team so they can assign another Courier Partner to assist you. Also, depending on the order amount, we recommend sending the receipt through our in-app chat to potentially receive a sizable order weight bonus.

Preferably, we recommend taking a picture of any damage to an order and sending it to the Support Team so you can notify the customer and the venue as appropriate. You will speak with the support team to decide whether to cancel the order or return to the location. Please take note that in order to maintain a professional appearance, we advise you to clean your equipment as soon as possible if it becomes stained.

To help the support team determine how the issue can be handled, please get in touch with them and provide a picture. In order to maintain a professional appearance, we advise that you clean your equipment as soon as possible if it becomes damaged.

Typically, a task is considered "completed" once the customer has received the order. If it's a cash order, you can consider the task as "completed" once you've collected the amount shown in the app and given the customer your order.

You should never give the order to a customer who doesn't have cash or enough cash to pay. You first need to get in touch with the Support Team and you will make arrangements with the client. You may hand over the order once the Support Team has given its approval. If none of this works and the customer is unable to pay for the order in any way, we advise them to follow the Support Team's guidelines.

You can identify in the app how late the order will be if it is delayed. We advise speaking with the support team in the event of any unusual circumstances so you can notify the venue of the late pick-up. The customer will also receive an updated drop-off time on the Wolt app when this occurs.

To end the employment agreement, you simply need to get in touch with your delivery company manager. After that, you should return the delivery equipment. Additionally, we ensure that any cash debts are not left unpaid, so we require that this obligation be fulfilled before you leave the platform.

If you don't follow the guidelines outlined in our introductory presentation, Wolt may terminate the cooperation. The following are a few reasons why the collaboration may end: - Handling, tasting, or opening a user's order - Getting into a physical or verbal altercation with our Support and Operations Team or our partners (users, restaurant staff, etc.) - Violating driving laws - Using another person's profile for employment.

If you are experiencing issues with a current delivery—typically when a delivery deviates from the usual pick-up or drop-off procedure—Courier Partners can get in touch with the Wolt Support team. The majority of the time, this refers to an issue with the order at the restaurant (item missing, mix-up, venue late, etc.) or while you are handing the user your food. For problems with money or accounts, support can also be contacted. Likewise, we recommend not to hesitate to get in touch with them in case of an emergency (like an accident).

The Wolt Partner app's chat capability is the primary method of communication with the support team. Courier partners can reach support also by phone in an emergency situation.