FAQ for Wolt courier partners

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

Courier Partners are expected to use their own equipment, including a vehicle of their choice (car, bike, or scooter) and their own smartphone. 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. According to the service agreement, the misuse or distribution of any personal information is strictly forbidden.

Wolt Serbia is currently operating in 32 cities, including Belgrade, Niš, Novi Sad, Borča, Pančevo, Zrenjanin, Čačak, Kraljevo, Kragujevac, Kruševac, Leskovac, Smederevo, Subotica, and Sremska Mitrovica.

There is no legal restriction for our Courier Partners to deliver for competitors as long as it does not affect quality of service in Wolt.

Sharing accounts is not allowed, but you can always share your experience with others and help them make your own profile on our app and join our community.

Delivering with Wolt is all about flexibility and freedom. Courier Partners are free to take breaks whenever they would like. What this means in practice is that Wolt Courier Partners do not have to inform Wolt if they prefer not to go online, and they can stay online or offline for as long as they want.

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

The courier partner has complete freedom over the time he will spend delivering with us.

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

The only requirements are a vehicle that you can deliver with, and a mobile device compatible with the Wolt Partner application with internet connection.

1. Fill out the application form and submit it. 2. When the application is approved, we will send a link to the introductory lectures, which will help you understand the fundamentals of delivering with us. 3. After watching the presentation, you will choose a fleet company through a contract. We recommend conducting extensive research before making your choice and becoming familiar with the terms and conditions. 4. The final step is to read and sign the equipment usage agreement, pick up the equipment, and have your profile activated by us.

You can complete all the necessary steps in less than 30 minutes, but the onboarding period itself might be longer depending on the city you are applying with and the time you will allocate to decide on a specific fleet company.

In addition to identification and a driver's license, you will need a certificate of impunity and an employment certificate.

After viewing the introduction presentation, you will be able to submit the necessary documentation in the Wolt Partner application.

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 contact our Support team to let us know. If you wish to change countries, please reach out to us through our partners' email address so we can assess the communication with another country and your circumstances to determine whether that solution is possible.

You can begin delivering as soon as your profile is activated and you have obtained the necessary equipment for delivery.

It can take some time to go through all of the applications but we will review them as soon as possible so you can move on to the next steps.

Your earnings will vary based on how busy the Wolt platform is when you go online, which orders you deliver and how efficient you are. You are getting paid per delivery, 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.

It depends on the agreement with your chosen fleet company.

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 less 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.

Since you have the freedom to determine your delivering hours, you can manage your income and make as much as you desire. It depends on a number of variables including the level of demand in your delivery area, the number of deliveries you can do each hour, the number of hours you wish to deliver, etc.

Wolt makes payments based on the following schedule: for work done between the 1st and the 15th of the month, payments are issued by the 25th of that month. For work completed from the 16th to the end of the month, payments are made by the 10th of the following month. Please note that these dates indicate when Wolt pays our partner companies; however, the actual payment date may vary by a few days depending on the specific partner company you're engaged with.

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

Wolt transfers all the payments via bank to fleet companies.

You can contact your fleet company about the changes.

You will be provided with the necessary equipment for delivering by us in exchange for a deposit. The regular gear that every courier partner wears during delivery hours includes a bag and a jacket, or three t-shirts depending on the season and weather. We can also provide additional gear such as rain pants, helmets, and other equipment if needed.

You are free to choose among 3 vehicle types: bicycles, cars, or motorcycles.

The equipment you need during the process of activating your profile will be marked by the Operations team who are responsible for assigning the gear to the courier and completing the onboarding process.

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.

Once you've been onboarded, a deposit will be withdrawn from your earnings depending on the type of vehicle that you have chosen and any additional gear. If our cooperation is terminated and you return our equipment, the deposit is refunded to your account. We have the right to withhold your deposit if it sustains significant damage caused by improper use.

As long as you have the necessary equipment for the vehicle you choose to drive, courier partners are free to switch between different vehicle types.

In order to arrange replacing gears or getting additional ones, courier partners can contact the Support via chat, or their fleet partners can contact us and we can do the replacing for free. However, we are allowed to charge you for the replacement gear if we suspect any intentional damage.

You are free to take some time off to rest and return whenever you are ready. With Wolt, you have the choice of when and whether to deliver.

You are free to take a break whenever you feel like you need one, but it is important to pay off any cash debts that you have before doing that. Preferably, you could let us and your fleet partner know about taking a break, so both of us would have information about your absence.

First, we recommend you to 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.

Because you deliver for a fleet company, your employment paperwork holds your employer accountable for your insurance. In addition to state insurance, Wolt offers private insurance through Collective Benefits to all courier partners. This private program is valid in case there has been an accident and you were online in the app at that time.

You are covered while being online on our platform and delivering with us, but we strongly advise having your own insurance just in case of any accident, injury, or inconvenience in that nature that could happen on the streets when you are not delivering.

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 us directly via email or application about changing your personal information or let your fleet partners know so you can contact us about the subject.

You can reach out to us directly via email or application about changing your personal information or let your fleet partners know so you can contact us about the subject.

You can reach out to us directly via email or application about changing your personal information or let your fleet partners know so you can contact us about the subject.

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 fleet partners about it and then let us know so we can deactivate a 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 15 minutes late to see if they may unassign it and provide you another that will be ready sooner.

If the customer is not at the address, you can call 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.

We advise you to contact us directly via email or to notify your fleet partner so you could reach us for further informations.

When it comes to changing countries, we recommend contacting us via our Partners email address so we can communicate with the other country and review your conditions to determine whether this solution is possible.

We are doing our best to respond to all requests and answers that our courier partners may have in the shortest amount of time. When it comes to changing cities, it may take a while because of the current supply and demand situation in the particular city.

To end the employment agreement, you simply need to get in touch with your employer, the partner company. After that, you should return the delivery equipment, and if a deposit was charged, we will issue a refund. The deposit will be credited to your account by us and will be reflected in the subsequent payment to your partner company. 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 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.

Wolt runs differently in every location around the nation, and you can contact us via email to learn more about our opening and closing times.