Tips to quickly train your team to use Wolt

Overview

• What do they need to learn?
• How can my operations team set up and update the store?
• How can my team start accepting orders?
• How can my on-premise team manage and fulfill orders?
• What if we are getting too many orders to manage?
• What are best practices for my team?

Your team is the heartbeat of your business, and we're here to help them thrive. In this guide, we’ll walk through the essential skills your staff needs to smoothly accept and manage orders, tackle common challenges, and implement best practices for success. 

What do they need to learn?

To ensure your team is ready to hit the ground running with Wolt, it’s important they understand the following core areas:

• Navigating the Merchant Portal: Familiarizing with the Merchant Portal is key. Your team needs to know how to log in, access different sections, and find the tools they need to manage orders and update store details.

• Order management: From accepting and processing orders to managing cancellations and handling out-of-stock items, your team should be comfortable with the order management process.

• Handling high order volume: it’s important for your team to be able to manage peak times effectively, adjusting prep times and temporarily passing orders when necessary.

• Customer interaction: Ensuring that customer expectations are met by accurately quoting prep times and checking for special requests.

How can my operations team set up and update the store?

Before your team can start accepting orders, your operational team needs to set up the store correctly in the Merchant Portal. Here’s a step-by-step guide to get you started:

• Set up your team: Log in and add your team members, adjusting user permissions as needed.

• Navigate the Merchant Portal: Familiarize yourself with the different key areas of the Merchant Portal like Listing Manager, Purchase Data, Payout Reports and more. 

• Input store details: Update your store’s information, including address, contact details, and opening hours.

• Add or edit your menu: Add, edit, and sort items, photos, categories and remove unavailable items.

How can my team start accepting orders?

Your team can accept orders in a few different ways depending on the setup you’ve chosen:

• Wolt tablet:

  • Instantly accept and track all incoming orders through the Wolt Merchant tablet.

  • This frees up time for your team to focus on preparing orders and enhancing the customer experience.

• Point-of-Sale (POS) Integration:

  • Use your digital POS system to manage orders while keeping an eye on sales, inventory, and cash flow in real-time.

How can my on-premise team manage and fulfill orders?

Once orders start rolling in, here’s how your team can manage and fulfill them efficiently:

• Receive orders: Orders can be accepted manually or automatically through your Wolt tablet or smartphone where you have the Merchant App installed.

• Manage orders: Update pickup instructions, fulfill orders, and manage cancellations.

• Adjust orders: Adjust pickup times, contact customers or courier partners, and resolve issues with out-of-stock items.

What if we are getting too many orders to manage?

During peak times, it’s important to keep operations running smoothly. Here’s how your team can manage a high volume of orders:

• Set accurate prep times: Adjust prep times based on your current capacity and order size to manage customer expectations.

• Update menu items in real-time: Mark out-of-stock items as unavailable immediately to avoid bottlenecks.

• Pause your store: Temporarily stop orders if necessary by pausing your store through the Merchant Portal or tablet.

What are best practices for my team?

Maintaining customer satisfaction is crucial for the success of your business. Share these best practices with your team to keep customers happy:

• Ensure hours are correct: Double-check that your Wolt hours match your store’s actual hours, especially during holidays or special events. You can do this from both the Merchant App or the Merchant Portal.

• Confirm orders quickly: Promptly accept orders to avoid cancellations and keep customers informed.

• Set accurate prep times: Avoid negative ratings by accurately quoting the time it will take to prepare an order.

• Label orders clearly: Ensure orders are labeled correctly to prevent mix-ups with couriers.

• Check for modifications: Pay attention to special requests or modifications to avoid errors and dissatisfied customers.

What is the Merchant Portal?

The Wolt Merchant Portal is an all-in-one platform. Some key actions that you can take on the Merchant Portal include:

• Analyze sales data

• Update your opening hours

• Edit your menu

• Create campaigns

• Download all your invoices

💡 Tip: Bookmark the Merchant Portal for easy access!

What is the Merchant App?

The Wolt Merchant App is your go-to tool for managing live orders at your store with ease. Some key actions you can take from the Wolt Merchant App include:

• Accepting and managing regular and scheduled orders

• Rejecting orders and how to avoid auto-rejections

• Temporarily close your venue

• Contact a customer regarding their order

• Contact Wolt support about an order

If you would like to know more, head over to How to use the Wolt Merchant App.