Support

If an order is significantly late, you can contact support to unassign it from you, or you can choose to wait as well.

You can unassign yourself from tasks that you are unable to pick-up 📲

Our courier partners have the option to cancel any orders that are not acceptable to them! If you are not happy with an order and do not want it delivered, you just need to click on the cancel/reject button. If you run low on battery or your vehicle breaks down on the way to the Merchant, you can now cancel a task without contacting our Support Team.

We recommend that you follow this process:

1. The first step is to check their drop-off note to see if they have any special instructions for you. 2. The next step is to call the customer through the app and ask them to help you out so you can get inside and deliver. 3. If they don’t answer the call and a few minutes have passed, write to support, and they'll help you get in touch with the customer and guide you through the process of delivering.

If you can't reach the customer, we recommend that you contact Support to see if they can help you find the customer. If the customer does not get in touch, Support will tell you the next steps.

- Restaurant & Grocery orders: A large order fee is automatically added to a Courier Partner when the order’s value is over 100€.

- Retail orders (tasks that come from non-restaurant venues such as flower shops, pharmacies, etc): The automatic extra fee does not apply to retail orders at the moment, because Retail orders can often be high-value but not large or heavy.

For example, a smart-phone would likely be worth more than 100€, but it is not particularly difficult or heavy to carry, especially compared to a restaurant order of equal value.

If you notice that the order you are picking up is too heavy/large for you to deliver alone, please contact our Support. They can split the order so that another Courier Partner can come and pick up the rest of that order.

If there is any damage to the order (even if there is the tiniest leak in the coffee cup), we advise Courier Partners to contact Wolt Support with a picture of the damage and as much details as possible, so we can together assess the situation and ensure a great customer service experience.

The best way to deal with unexpected situations during deliveries is to contact Support as soon as you can. Open communication is key to make sure everyone is on the same page, so for our Support team to assist you better

If you need to change your delivery area, please contact the Support team and they will help you.

Unfortunately, transferring between Wolt countries is not possible (at least not yet, at this moment). Each country has its own legal requirements, and thus, each country has its own onboarding processes. This means that you would need to apply to another country separately and start the application process from the beginning, even if you are already a Courier Partner in a different country. Your application will be processed as any other new application.

Kindly contact courier.compliance@wolt.com and ask them to end the cooperation and offboard your account. Then you can apply to a new country using the same contact details (email address and phone number). You will not be able to apply with the same email address you are using unless your account is offboarded first.

Please keep in mind that different Wolt countries might have different requirements.