Help Page for Retail Merchants
Here is everything you need to know about partnering with Wolt in Germany. Click on a category to read our answers to the most common questions.
6. Get help with your Wolt devices
1. Getting started with Wolt
Why am I not online yet?
In order for your venue to go online, we have to set up your profile on our platform, create the assortment in our system, and send out the Wolt device to you.
At the beginning of the process you will be contacted by our team members, to request any missing information we need. Once you have received the required equipment via DHL, we will set your venue online as soon as possible.
If you are not live 5 days after receiving your Wolt device, please contact your onboarding coordinator for further assistance. If you cannot reach your coordinator please submit your request here.
Note: Partners with POS (Point of Sale) system usually take a few days longer to go online. This depends on which integrator you are working with.
How long will it take until I am online?
The time for setting your venue online depends on various factors, e.g. the size of your assortment and the settings that are required to set you online. For standard venues, we aim to set your venue online within 5 business days after you have received the necessary device.
Note: Partners with POS (Point of Sale) system integrations usually require a few more days to go online, depending on the integrator that you work with.
Who can I contact if I need an update of my status?
You were contacted by your coordinator by phone. Please reach out to your onboarding coordinator by phone or via WhatsApp. They will be glad to give you an update on the current status.
If you cannot reach your coordinator please submit your request here and we will get back to you as soon as possible.
Why is my venue not visible on the Wolt app?
Your venue is likely still in the process of getting online and will not be visible until everything is fully ready. If you were not online yet, please reach out to your coordinator who will further assist you. If you cannot reach your coordinator please click here to submit a request.
Note: If you have already been set live, please contact our support via the in-app chat or phone. They will be happy to help you.
Why haven't I received my device yet?
You signed the contract, provided all the documentation and assortment and we are now ready to process it all for you! Once your venue profile is completed, we will prepare the devices and send them over to you via DHL.
Please reach out to your coordinator if you have any further questions. If you cannot reach your coordinator please click here to submit your request. We will get back to you as soon as possible.
Note: You will receive a confirmation email about your shipment directly from DHL. Make sure to check your email and let us know if you wish the package to be sent to a different address.
My equipment was sent to a parcelshop but I can't pick it up - what should I do?
Please contact DHL and arrange for either the package to be redelivered or extend the pick-up time period. You can find the details for your DHL tracking information in the email you received when we sent you the package. In case it has not been picked up, it will be sent back to our office and we will reattempt the delivery.
How can I get access to my merchant account?
During your onboarding, you will receive an email with a link to log in to your Wolt account. In your Wolt account you can, among other things, get more insight into the order history of your store and make adjustments, such as changing your opening hours or managing your assortment.
Where can I find more training materials?
You can find relevant training material for your day-to-day business in the "Tutorial videos/Guides" section on your device.
Merchant App:
Merchant Lite App:
Alternatively, you can also check out the training video through the link below:
How do I change my opening/delivery times?
If you are not online yet, feel free to contact your coordinator or send them a WhatsApp message and we will make the changes for you. If you are already online, you can easily adjust them yourself through your merchant account.
Can I receive a photoshoot?
If you are new to the Wolt platform, your onboarding contact will discuss with you how we can showcase your products with images on the Wolt platform.
If you would like to expand your assortment later on and request new photos of your items, please describe your request here. We will get back to you as soon as possible.
What if I don’t want pictures?
The online retail market is highly competitive and requires visual representations of products. Our experience shows that users strongly prefer items with images when shopping. However, if you decide to try your luck at Wolt without images, we reserve the right to use stock images in order to make sure your page stays competitive.
How can I make a photo shoot appointment?
During your onboarding at Wolt, you will be asked to confirm that you would like a photo shoot. If you do, our colleagues will contact you by phone to make a photo shooting appointment at your earliest convenience.
What happens before and during a photoshoot?
Photos will be taken of the items in your assortment that are featured on our app. (Don't be surprised if not everything is photographed - we already have many item photos in our database). A nice cover photo will also be taken, showing a selection of your best items.
The photo shoot can take time depending on the size of your assortment. Therefore, it is very important that you prepare well so that it goes smoothly.
Please make sure you have a bright work area where your products can be photographed. Also, it is important that you prepare all the products that need to be photographed if possible. Your onboarding contact will coordinate with you which products we still need pictures of.
During the photo shoot, it is helpful if you assist with the assignment and photographing of the products.
What do I need to prepare for my photoshoot?
What we humbly request if you decide to make an appointment for a photo shoot to please:
Provide staff to prepare the items
We need a well-lit place for the photo shoot (1-2 meters), with a table (at least 80 x 60 cm) in front of a neutral background
Refrigerated items need to be photographed quickly and are best prepared at the very end
It is important that you do your best to make every product available to be photographed as this will improve the quality of your page and hopefully your sales.
Can I use the photos I took with Wolt on other platforms?
You can use the photos you took with Wolt for your own advertising purposes (e.g. Instagram). This being said, your right of use does not include the use of the product photos in print media, for outdoor advertising, or in connection with the promotion of your products on platforms competing with Wolt. The right of use ends automatically upon termination of our partnership.
I already have my own photos, can I use them?
If you already have your own pictures, feel free to send them to us. We will then check if they meet our quality standards and edit them to match our style. You can send us your pictures via this form.
One important note: you need to have the right to use these pictures. For example, these can’t come from another photoshoot you’ve had with other similar platforms like Wolt.
Can I take my own pictures?
Yes, you can, and we'll explain how to do it with your phone here.
Angle and composition:
The whole item must be fully visible
Display the item exactly as it looks/needs to look, without any additional deco
Everything should be in focus
Light source:
Place the item on a bright work surface
Do not stand between the light source and the item
Do not use flash
Naming:
Name the image file exactly as the item is called in your assortment. You can use the GTIN/EAN/ number (if available) for this
Once you're finished you can send us the pictures via this form.
Can I decide what my pictures will look like?
We have worked hard to develop our aesthetics and would like to keep the Wolt style throughout our app, as we believe that this helps create a beautiful and immersive interface for users. As you probably have noticed while browsing our app, we have a bright, airy, and minimalistic style and we love neutral and pastel colors. We are sure that you’ll love it, too.
Some pictures don’t match my menu items - what should do?
If you are not online yet, let your onboarding coordinator know where you have noted the mismatch and they will take care of it as soon as possible.
If you cannot reach your coordinator please click here to submit your request.
2. Data verification (KYC/B)
Why does Wolt ask for this information?
Wolt License Services Oy is a payment institution under the supervision of the Finnish Financial Supervisory Authority (Finanssivalvonta). As a payment institution, Wolt is required to follow Anti-Money Laundering regulation and needs the information from you in order to continue our business relationship.
We adhere to data protection regulations to ensure lawful handling of your personal data. Access to all Wolt KYC files is restricted to relevant staff and the retention period complies with GDPR and AML regulations. For more information, please see the Wolt Privacy Policy on our website.
I did not receive a data verification prompt - what should I do?
Please log into your merchant account to start the data verification process.
If you do not receive a prompt to start the process please click here to submit a request with the correct email address of the owner.
What happens if I do not complete the verification process?
If you do not complete the KYC process, we will not be able to proceed with a partnership and cannot offer Wolt services to you as a merchant. We really want to continue to partner with you, so please complete the process as soon as possible upon request. Wolt staff will reach out to you if we need more information. For further questions please check the other questions in the FAQ page.
What are the data verification requirements?
All regulated businesses have to meet certain KYC requirements. Below are the general KYC requirements on a business-to-business level:
Business verification: is the company a real business entity?
Representative verification: is the company represented by the correct person?
Customer due diligence: determining if there are any risk factors within the Business ownership (sanctions, etc.)
The agreement we send to you will detail the documents we would like you to provide in order to verify your business information. These include:
Trade Registry extract from local business register or similar (not older than 3 months)
You will be requested to verify your identity by using our electronic identification service with your identification credentials
At Wolt, we need to ensure that the bank account information you provide in fact is the account of your business. You can verify this by providing one of the following:
A copy of your bank account statement
A screenshot of your banking app/website (must be the whole document)
The information we need from you in regards to your bank account is:
IBAN
Venue name (name of retailer)
Bank name
Is KYC mandatory?
For regulated businesses, such as payment institutions KYC is mandatory. As Wolt is a licensed Payment Institution, we are required to follow KYC requirements in order to continue our partnership with you.
Who is the UBO?
A UBO is the “ultimate beneficial owner” and is a person (or persons) who ultimately owns or controls the company (ownership or controlling interest of 25% of the shares or voting rights in the company). Identifying the ultimate beneficial owner(s) in a company is a requirement based on European Anti-Money Laundering regulation (the AML Directive).
3. Get help with an order
What if we forgot to add an item for an order or gave the courier a wrong order?
Please reach out to our Support through the in-app chat or phone.
We can offer three options: 1. Organising a redelivery - which will cost a fee of 4€
2. Refund or deduct the item
3. Have the courier come back to you to pick up the missing item (this only applies if they are not too far away from your location)
Our Support Team will do their best to find a solution that fits your and the customer's needs.
What if the courier is delayed or unavailable?
Please reach out to our Support through the in-app chat or phone.
Our Support Team will check the courier's location and reach out to the courier to give you an arrival estimate. If required a new courier will be assigned to you an will be with you as soon as possible!
What if the courier arrives early?
If the courier regularly arrives too early, you need to adjust your prep time when accepting the order by clicking on the button "Change preparation time" (in the Merchant Lite App "Change ready time"). Wolt uses an ever-improving algorithm to predict your prep times; however, this does not mean that you automatically must accept the order according to our nearest courier location.
Merchant App:
Merchant Lite App:
What if the order is too large for the courier’s vehicle?
Please reach out to our Support through the in-app chat or phone.
Our Support Team will organize as many couriers as needed and will reach out to the customers to let them know that the order will be delivered by multiple couriers.
What if I had a bad experience with a courier?
Please reach out to our Support through the in-app chat or phone.
Be as detailed as possible about your courier experience so we can take further action with the courier. We work closely together with our courier partners and we take reports like this very seriously.
What if I don’t have the items that the customer ordered?
When you cannot offer your full order to your customer, please ensure to disable the missing items in the Wolt app. Once you can offer the missing items again, please ensure to enable them to make them visible to our customers.
Merchant App:
Merchant Lite App:
When an order has already been placed for a missing item, please reach out to our Support Team via the in-app chat or phone for assistance.
Please try to think of an alternative to offer the customer, we will then reach out to them presenting the different options you have available for them. Please note that the customer is allowed to refuse the alternative and can either cancel the order or we can refund the item for the customer and deduct it from you.
In the Merchant Lite App you have the possibility to substitute missing items. There you just have to select the item and click on "Substitute". Now you can search for an item from your menu, or choose your own by clicking on "Custom substitution" and entering the necessary information. You can even scan the barcode of the item. At the end you just have to save the substitution.
It is important that the price of the substitution is either equal to or less than the price of the missing item.
In case there is no fitting alternative, you have the option to reject the order before you accept it in the app yourself. In case you have already accepted the order, we can reject it for you.
How do I report a Wolt safety incident?
Please reach out to our Support through the in-app chat or phone.
Be as detailed as possible about the incident that occurred, so further action can be taken. We will forward the incident internally to the appropriate department immediately with utmost urgency.
What if the customer contacts me with an order issue?
We can offer two options: 1. Refer them to our Customer Support via the Wolt app. In case the customer reaches out to us we will contact you again to confirm the solution.
2. Reach out to our Support Team via the in-app chat or phone for assistance.
Our Support Team will do their best to find a solution that fits your and the customer's needs.
I got a false bad rating from a customer - what should I do?
Ratings can’t be overwritten, changed, or deleted. In case you feel the rating may be unjustified, you can reach out to our Support Team via in-app chat or phone for assistance.
4. Manage your Wolt account
I have problems logging into my merchant account - what should I do?
If you have problems logging into your merchant account, please follow the steps below.
A) Never had merchant access before:
1. You will first need to create a new account on Wolt. If you already have a user account you can move to step 3.
2. To create a user please go to your merchant account and click on the option “Don’t have a Wolt account yet? Get one here.”
3. Afterward, please click here to submit your email address and the name of your store. Make sure to give us a short note in the comments section that you request merchant access to your store.
4. After a maximum of 3 business days, you will receive an email that gives you access to your merchant account.
B) Already had merchant access before:
Go to your www.merchant.wolt.com and log in as usual with your email address.
You should now receive an email to access your merchant account. Please check your email inbox and follow the link in the email.
If the steps above did not work please click here to submit and briefly explain your request.
How can I grant my staff access to the merchant account?
Please access your merchant account. Click on the option “Access management” which you can find in the left navigation tab.
Under “Merchant Admin users” you can click on “+ Invite user” to invite your colleague via email and select the corresponding user rights:
- Store employee: Can see and edit assortments in the venue. They can’t add new users
- Store manager: Can see and edit assortments in the venue and add new users
The invited users must create a user account at Wolt: They need to go to merchant account and click on the option “Don’t have a Wolt account yet? Get one here.”
How can I grant my staff access to the Merchant App?
Please access your merchant account. Click on the option “Access management” which you can find in the left navigation tab.
When selecting “Merchant App users”, you can add additional login credentials for your venue at the Wolt app.
- Venue manager: Has full access to both Merchant App and Merchant Lite App
- Venue staff (extended): Can use most functionalities but cannot see purchase history in Merchant Lite App
- Venue staff (limited): Cannot see purchase history and cannot close or reopen the venue from Merchant Lite App
How can I change my opening/delivery hours?
You can log into your merchant account and easily change the settings under “Store details” yourself.
How can I change my venue name?
I am doing self-delivery. How can I update my delivery area?
How can I request a change from Wolt-delivery to self-delivery or self-delivery to Wolt-delivery?
The business owner has changed. How can I update the Wolt contract?
My legal entity has changed. How can I update the Wolt contract?
How can I terminate my contract with Wolt?
5. Payment questions
I am missing payments - what should I do?
If your withdrawals have been blocked, it can be likely that you have not yet met the data verification requirements. Your withdrawals will be unblocked immediately once the KYC/B requirements have been met.
Please log in to your merchant account to start the data verification process. If you have not received a prompt to start the process, please click here to submit a request with the correct email address of the owner.
Note: Please also cross-check with your bank that they are not withholding any outstanding payments for your account.
How can I change my bank account?
If you want to change your bank account, please send us proof of your bank account (either through an image or a document showing that you are the bank account owner) to retail.germany@wolt.com
For safety reasons, it is crucial that the email is sent through your official merchant email address that you registered with at Wolt.
Where can I see payout - and daily sales reports?
Payout reports: You can find your payout reports through your merchant account according to your payout cycle (monthly, semi-monthly, hexa-monthly).
Sales reports: You can review the purchase history either through your merchant account or directly in your merchant app.
Merchant App:
Merchant Lite App:
Please click here for more questions regarding payout reports.
I was charged more than the agreed commission - why?
All services in Germany include 19% tax VAT, which is considered in the payout calculation.
Please click here for more questions regarding payout reports.
6. Get help with your Wolt devices
My charger does not work anymore - what should I do?
If the device does not charge when it is connected to the charger, please follow the steps below
Please make sure that you connect the charger directly to the power outlet and don't use an extension cord (it might be damaged).
Try to turn the head of the charger and connect it "upside down".
Please make sure that the charger is the original one that we send you while setting you live. If you are using other charger cables or heads, the device's accumulator will be damaged quickly🚨.
If the guideline above did not help, please click here to forward your request.
(Alternatively, if the guidelines do not help you can easily get a new charger on your own. Wolt will refund you the costs with the next payment. Please click here to submit a request for the receipt of your purchase.)
My device is broken - what should I do?
We are sorry to hear that your device is defective.
To report a defective device, please click here to submit your request.
Please note that filling out this form is mandatory in order for us to help you accordingly.
In the meantime check out: If my device is broken or stolen, how can I process orders in the meantime?
My device got stolen. Where can I request a new one?
We are sorry to hear that your device has been stolen. Please report the incident to the police and your insurance company immediately. We will issue you a receipt for the total amount of the old device for submission to your insurance company. If the device has not yet been paid off, the receipt will be issued once the device has been paid for in full.
To report a stolen device, request a receipt for your insurance, and/or request a new device please click here to submit your request. Please note that filling out this form is mandatory in order for us to help you accordingly.
In the meantime check out: If my device is broken or stolen, how can I process orders in the meantime?
If my device is broken or stolen, how can I process orders in the meantime?
If your device is currently broken or stolen, then you can use the so-called "Merchant Lite App" on your private devices for orders. This allows you to accept active orders in the meantime until your Wolt device is available again.
If you want to use “Merchant Lite”, please submit your request here.
Please note that it is mandatory to fill out this form, as we still need to adjust various settings in your profile.
You can use your own Android (Android 8.1 or higher) or Apple (IOS 10 or higher) smartphone or tablet.
Below you can find a guide on how to install the Merchant Lite App.
A) Merchant Lite App for Apple devices via the App Store:
B) Merchant Lite App for Android devices via PlayStore:
Alternatively, you can search for "Merchant Lite" in the relevant app store.
Please follow the steps below to generate the Merchant Lite app credentials:
Go to www.merchant.wolt.com and log in to your Merchant Insights
Go to the “Access Management” tab and then “Merchant App Users”
Click on the three dots next to the username and then on “Reset Password”
Log into the Merchant Lite app with the new credentials (note: you can reset your password yourself at any time!)
We will make the necessary changes so that you can work without a Wolt device as soon as possible! We will also contact you to discuss the further process of the existing devices.
Should you have any further questions or concerns, please do not hesitate to contact us.
How can I purchase a new device or receive vouchers?
I need more paper bags. How can I request them?
You can easily order more paper bags through the in-app chat in your Merchant Wolt app. To access the support chat, click on the ☰ icon on the top left of your Wolt app screen. This will open the navigation bar where you can click on “Support”. Afterward, choose the option "Paperbags 👜" and your request will be forwarded to the right department.
Merchant App:
Merchant Lite App:
Note: It may take up to 7 business days for the bags to arrive.
Can I install any other apps on my Wolt device?
To ensure that your "Merchant Wolt app" always works smoothly it is technically not possible to install other apps than the Wolt app while you are running your business with Wolt.
I see an error message on my app - what should I do?
If you see an error message with a code on your merchant app, please check the instructions below:
Error codes starting with “1000”
These are likely connected to a network connection-related issue. Please make sure that you have a stable internet connection.
Error codes starting with “400”
These are likely related to an issue with your merchant app version. Please update your merchant app. To do so, enter your home screen on your device and click on the application “company apps” where you can download the latest version.
Note: Always make sure to keep your device on during the night to automatically update your it to the latest version.
Error codes starting with “500”
These are likely related to a server-related issue on our end. It might help to restart your Wolt app. If this should occur, we are always working on an internal solution as soon as possible.
If you encounter a technical issue that is not listed above or that you can't resolve please reach out to our Support through the in-app chat or phone or write us via this form.
7. How to improve your business at Wolt
How can I increase my sales at Wolt?
Promotions: Unlock the power of promotions and campaigns by submitting them through our form and choosing "Angebot/Special" in the request box. Each promotion is an opportunity to captivate customers and drive order growth, bringing you closer to achieving your sales goals.
Device Aliveness: Keep the pulse of your business alive! Ensure your Wolt device is always charged and the Wolt app is turned on during your opening hours. By staying connected, you create a seamless ordering experience for your customers, maximizing sales and keeping your business thriving.
Lower Rejections: Maintain a smooth operation and minimize rejections. Keep a vigilant eye on your Wolt device, regularly updating your assortment to avoid missing items or temporary closures during busy periods. Turn up the volume on your device and ensure your accurate opening times are reflected, leaving no room for unhappy customers. This commitment to excellence ensures customer satisfaction and a steady stream of sales.
Rating: Offer an exceptional experience to leave a lasting impression. Deliver top-quality items, double-check orders and order comments to ensure nothing is forgotten, and utilize appropriate packaging. These details matter and contribute to an outstanding customer experience, increasing the likelihood of repeat business and ultimately driving your sales upward.
Punctuality: Time is of the essence! Accurately calculate your preparation and delivery times to minimize waiting periods for couriers and customers. Efficient time management not only reduces delays but also upholds the quality of your food. By delivering on time, you create happy customers who are more likely to become loyal patrons, boosting your sales and reputation. Indicating a precise prep time also allows our courier partners to arrive on time and minimize the waiting time in the bag!
How can I offer my customers a promotion?
Increase your sales and reach more customers with our campaign visibility solutions!
Looking to boost your sales and attract new customers? Our powerful campaign visibility feature is here to help. By leveraging our platform, you can create targeted campaigns that will significantly enhance your visibility in our app and drive more customers to your business.
You can simply log in to your merchant account and start your own campaign under 'Campaigns'. Choose between 'Free delivery' or 'Order value discount' campaigns.
It's simple to get started. Just sign up through our form, tell us which campaign you would like to join and the date you want to promote, and we'll take care of the rest. Once your campaign is approved, you'll receive a high-quality banner that will effectively promote your business and grab the attention of our app users.
With our banner displayed prominently in our app, you'll enjoy a substantial increase in the number of customers who see your campaign. This means more eyes on your products or services, leading to higher sales and a larger customer base. Get ready to take your business to new heights with our powerful campaign visibility solutions!
Don't miss this opportunity to optimize your marketing efforts. Sign up today and reap the benefits of increased visibility and sales with our targeted campaign banners.
How can I pause new incoming orders?
In case of many onsite customers and already many orders in your pipeline, you can set your venue as temporarily offline. You can activate and deactivate this function at any time. All you need to do is click on the button "Store open" on the top right corner of the screen and select how long you would like to close the venue for - this can be 30 minutes, 1 hour, or until the next opening hour, whatever works for you!
Merchant App:
Merchant Lite App:
8. How to change your assortment & photos
How do I create a complete new assortment?
The representation of your assortment will be created for you by our experienced specialists during the onboarding process. You are welcome to make some adjustments yourself directly through your merchant account. You can find further explanations on how to adjust your assortment in the FAQ slides below.
If your entire assortment has changed, we recommend that you contact our retail team. Please send us the new assortment including a complete list of:
Price of the item
(If required) Information about VAT, ingredients, allergens and/or additives, nutritional value information, manufacturer, Bio certificate
(If required) Relevant options to choose from
(For new items) A brief description of the item
If you want to make changes to your assortment please submit your request here.
What is the menu editor and what are its functions?
The Menu editor stores your menu/assortment, which our experienced menu specialists created for you during the onboarding process.
You will find the menu editor in your merchant account. First, log into your merchant account. On the left side panel, you can find the Menu editor.
The following functions will help you to manage your items and are explained in more detail in the FAQ slides below:
add new items
add options to items
change information about existing items
deactivate items
adjust prices of existing items
regulate the availability of items
How do I create a new item?
Log into your merchant account.
Add a new item: Open the menu editor and click in the left column on the category to which you would like to add a new item. Click on "+ Add item" (top right) to open a screen where you can enter all the relevant information for your new item: Item name, description, price, VAT, unit information, alcohol information, ingredients, allergens and additives, nutritional information, country of origin, storage and usage information, producer information, Bio certificate (if you mention terms like "bio", "organic" or similar in your assortment).
Add a new drink: Open the menu editor and click in the left column on the drink category to which you want to add a new drink. Click on "+ Add item" (top right) to open a window where you can enter all relevant information about your new drink: Item name, description, price (excl. deposit), VAT, alcohol information, unit information in ml., nutritional information for branded items, producer information, storage and usage information and deposit. As soon as you have filled in at least all the required fields, click on save.
Add option: To create a new option, open the menu editor and go to "All Items" or to the respective category.
Choose the item(s) you want to add an option to.
Click on the "+ Add options" field in the top menu bar. A selection box will open.
Select the option(s) you want to associate with your item and click "Done".
Under "All options" you can create new options by clicking "+ New option" and entering all the required information and then saving everything.
How do I change the information about an existing item?
Open the menu editor on your merchant account and click on the item you would like to customize. A window opens with all the item details. Click on "Edit" (top right) to adjust your changes. As soon as you are satisfied with your adjustment, make sure to click on "Save".
I cannot offer an item temporarily. How can I deactivate it?
On your merchant app You can deactivate the items in your menu directly through the Wolt app by clicking on the ☰ icon on the top left of your Wolt app screen and accessing the "Menu editor".
Merchant App:
Merchant Lite App:
On the merchant account in your web browser Log into your merchant account and open the Menu editor to find the items that you cannot currently offer. Choose the item(s) and select the "Enable/Disable" icon in the top menu bar and click "Disable". Your deactivated item will no longer be visible and cannot be ordered until you reactivate it in the same way.
You can also click on the three blue dots on the far right and click on "Disable", if you wish to disable only one item.
How can I change the prices of my items?
Log into your merchant account and select Menu Editor on the left side panel.
Open the Menu Editor in your Merchant Portal and tick the item(s) which price you want to change. Click on the "Change Price" icon in the top menu bar. A window will open in which you can enter the new price and change it by clicking on "Save".
Note: If you want to change the prices of several items, you can do this in one step. To do this, please click on all items that will change in price in the same way. After entering and saving the new prices, the new information will be applied to all selected items.
You can also change the price of a single item if you choose the item and click on "Edit".
Just take a look at: How do I change information of an existing item?
How can I adjust the availability of my items?
Log into your merchant account and select Menu Editor on the left. Open the Menu Editor and tick the item(s) for which you want to limit availability. Click on the icon "Set availability and visibility" in the upper menu bar. A window will open where you can enter the availability limitations and change them by clicking on "Save".
If an item is "not available", the customers can still see it, but cannot order it.
I am integrated with a POS (Point of Sale) system, how do I change the assortment?
If you are integrated with a cash system provider (POS system) at Wolt, it is not possible to make direct changes to your assortment through the menu editor.
In this case, please contact the support of your POS system provider for more information on how to make changes to your Wolt assortment.
Please be aware that the assortment must always meet the legal requirements for us to present the items on Wolt. Please make sure to be aware of and include:
the correct VAT rules
include all ingredients (and their coherent allergens, additions, nutritional facts and all relevant information)
possess a "bio certificate" in case you mention terms like "bio", "organic" or similar
How can I change the images of my items?
Are there any restrictions to consider for my assortment items?
Our platform does not support sales of illegal substances.
We kindly ask you not to use racist, homophobic or ableist language. Please also do not use trademark wording if you do not own the right to it. Make sure you offer items that are easy to deliver and will fit our backpacks.
Can I receive a photoshoot?
If you are new to the Wolt platform, your onboarding contact will discuss with you how we can showcase your products with images on the Wolt platform.
If you would like to expand your assortment later on and request new photos of your items, please describe your request here. We will get back to you as soon as possible.
What if I don’t want pictures?
The online retail market is highly competitive and requires visual representations of products. Our experience shows that users strongly prefer items with images when shopping. However, if you decide to try your luck at Wolt without images, we reserve the right to use stock images in order to make sure your page stays competitive.
How can I make a photo shoot appointment?
During your onboarding at Wolt, you will be asked to confirm that you would like a photo shoot. If you do, our colleagues will contact you by phone to make a photo shooting appointment at your earliest convenience.
What happens before and during a photoshoot?
Photos will be taken of the items in your assortment that are featured on our app. (Don't be surprised if not everything is photographed - we already have many item photos in our database). A nice cover photo will also be taken, showing a selection of your best items.
The photo shoot can take time depending on the size of your assortment. Therefore, it is very important that you prepare well so that it goes smoothly.
Please make sure you have a bright work area where your products can be photographed. Also, it is important that you prepare all the products that need to be photographed if possible. Your onboarding contact will coordinate with you which products we still need pictures of.
During the photo shoot, it is helpful if you assist with the assignment and photographing of the products.
What do I need to prepare for my photoshoot?
What we humbly request if you decide to make an appointment for a photo shoot to please:
Provide staff to prepare the items
We need a well-lit place for the photo shoot (1-2 meters), with a table (at least 80 x 60 cm) in front of a neutral background
Refrigerated items need to be photographed quickly and are best prepared at the very end
It is important that you do your best to make every product available to be photographed as this will improve the quality of your page and hopefully your sales.
Can I use the photos I took with Wolt on other platforms?
You can use the photos you took with Wolt for your own advertising purposes (e.g. Instagram). This being said, your right of use does not include the use of the product photos in print media, for outdoor advertising, or in connection with the promotion of your products on platforms competing with Wolt. The right of use ends automatically upon termination of our partnership.
I already have my own photos, can I use them?
If you already have your own pictures, feel free to send them to us. We will then check if they meet our quality standards and edit them to match our style. You can send us your pictures via this form.
One important note: you need to have the right to use these pictures. For example, these can’t come from another photoshoot you’ve had with other similar platforms like Wolt.
Can I take my own pictures?
Yes, you can, and we'll explain how to do it with your phone here.
Angle and composition:
The whole item must be fully visible
Display the item exactly as it looks/needs to look, without any additional deco
Everything should be in focus
Light source:
Place the item on a bright work surface
Do not stand between the light source and the item
Do not use flash
Naming:
Name the image file exactly as the item is called in your assortment. You can use the GTIN/EAN/ number (if available) for this
Once you're finished you can send us the pictures via this form.
Can I decide what my pictures will look like?
We have worked hard to develop our aesthetics and would like to keep the Wolt style throughout our app, as we believe that this helps create a beautiful and immersive interface for users. As you probably have noticed while browsing our app, we have a bright, airy, and minimalistic style and we love neutral and pastel colors. We are sure that you’ll love it, too.
