Courier Partner Introduction Copenhagen

courier Partner introduction

Agenda

This manual will teach you how to become a five star Courier Partner and after you master everything in this manual, you should be ready to start earning money from today!

After reading through this manual, you should know the following things:

  • What is Wolt?
  • How to get started
  • Earnings model
  • Tools: what you need and how to use them
  • Gear: yours and ours
  • Appearance
  • Delivering with Wolt
  • Communicating with Wolt
  • Potential problems
  • 5 star tips
  • 1 star tips
  • How to: DVFA
  • How to: background check
  • How to: register a company
  • Info on: taxes

What is wolt?

Wolt – the mobile interface for getting great food

  • All of us eat – two to five times a day.
  • Wolt is the world’s most advanced mobile interface for getting great food with the push of a button.
  • Wolt combines a clean, smooth app with a world-class food delivery service. 
    It lets users order their meal to be delivered, have it as takeaway or to be eaten at the restaurant.
  • Food is an experience. Wolt guarantees it's an excellent one – starting from the moment the user picks a restaurant and builds their order to getting it delivered to their location. As reliably and fast as possible.
  • In 1–2 years, the home screens of our smart devices will have one icon for getting food. Wolt is going to be that icon.
  • As Wolt focuses on excellent customer experience, our Courier Partners stand out from the rest. That’s why we want you to join us.

How to get started

Anybody can sign up to deliver with Wolt, although there are a few requirements.

  • You'll need a car, scooter or bicycle
  • Be at least 16 years of age
  • Have a Danish CPR number

Required documents:

That's all you need. Required documents take less than 10 minutes to acquire and by following the guides, you should be ready to deliver with Wolt in no time!

You will only need these documents to upload in final sign up form. You will receive the final sign up form after the Partner Introduction.

Earnings model

Partnering with Wolt gives you the chance to work as - and when - you want to

”I want flexibility about when and how much I work”

”I want to be able to drive last minute / change my hours / drive anytime without scheduling hours”

”I want to earn more if I work hard and complete more tasks”

”I want to be paid more if I do longer deliveries”

Once you’re accepted as a Wolt Courier, you can go online whenever you want, start delivering and earning money. 

Courier Partners are paid bi-monthly, meaning that deliveries made during 1st to 15th are paid to you by the 25th. Deliveries made during 16th to end of the month are paid by the 10th.

What and how Wolt couriers are earning currently?

Couriers earn per task and distance. Best performing couriers are rewarded with bonuses. The harder you work, the more you earn!

There are two types of couriers - ones that complete over 100 deliveries a week, and those that only work in their free time.

Best performers
In our current markets the best performing couriers can earn the equivalent of 35,000 DKK to 45,000 DKK per month.

"Spare time" Courier Partners
Similarly, couriers that drive only during their free time can earn the equivalent of 10,000 DKK to 12,000 DKK per month.

Below is a table of example earnings from both types of Courier Partners.


Note that Courier Partners are not required any minimum or maximum hours. You decide yourself how much and when you want to be available!


TOOLS: WHAT TO USE AND HOW TO USE THEM

As a Wolt Courier Partner you will need to learn how to use two (2) smartphone applications. Mastering both applications will help you to perform your tasks better, and faster. So learn them - and earn more.

Wolt Partner App

Wolt Partner App is our handcrafted beautiful App for receiving, accepting and completing delivery tasks. Wolt Partner App also supports live chat with Wolt Support. When you’re ready to deliver with Wolt, you can switch yourself online as soon as you want and you will automatically start receiving delivery tasks through the app.

Download here:
iOS
Android

When I Work

When I Work is used for scheduling your availability. 

Download here:
Play Store
App Store

Now you're familiar with the three apps that you'll need to help you to complete tasks efficiently. We’ll go through how the apps work later in this onboarding manual, so keep reading :)

GEAR

How to use the gear you receive from Wolt and what you’ll have to get yourself

One of the most important aspects of being a Courier Partner is getting the food from the restaurant to the customer, so that the temperature and the packing of the food is the same as it leaves from the restaurant.

All Courier Partners receive gear that is used to deliver orders, mainly food. The importance of knowing how the gear works will ultimately determine the rating that the customer will give you.

Courier Partners receive the following gear from Wolt:

  1. A heating bag for warm food
  2. A cooler bag for cold food
  3. Wolt clothing

The heating and cooler bag is meant for:

  1. The heating or cooler bag should always go with you to the restaurant and the customer when picking up and dropping off orders
  2. Pack warm food to the heating bag
  3. Pack cold food to the cooler bag
  4. Do not mix hot food with cold items. Meaning that don’t put cold drinks with the warm food
  5. Treat every order like it’s your baby
  6. Pack and carry the orders carefully, just like it was your own

If you remember these points, you will do just fine when delivering with Wolt!

There are a few things that you will need to acquire yourself which are:

Cars

  • A charger cable for your smartphone or a powerbank
    (So your battery doesn’t die while you’re making deliveries)
  • USB-adapter 
    (To plug your phone charger in)
  • Phone holder 
    (To ensure safety on the road)

Two-wheelers

  • Waterproof wrist phoneholder 
    (To ensure you can also deliver even if it rains!)
  • Powerbank 
    (To ensure your battery doesn’t die!)
  • Helmet 
    (To ensure safety!)

To summarise:

Before going online, always make sure that you have the gear ready:

  • Phone charger, so your battery doesn’t die
  • Heating and cooler bag to keep the food temperature and packaging perfect
  • Wolt clothing on so that the restaurants recognise you

Wolt and couriers are a team and a team is only as strong as its weakest link. Small problems cause chain reactions which will affect other couriers as well, so make sure you know how to use the equipment and that you’re not the weakest link!

Appearance and personal hygiene

Wolt's standards

We want every Wolt courier to be proud of being a Courier Partner. We are proud and respectful to be partnering with you, and expect the same professional treatment. Appearance and hygiene matter when representing Wolt. Restaurant staff, customers and people around the city see you as representing Wolt, so remember to dress accordingly.

5 STAR APPEARANCE

  • Wolt clothing
  • Presentable pants
  • Good hygiene

1 STAR APPEARANCE

  • Baggy sweatpants
  • Sandals or flipflops
  • Shirts without sleeves
  • Displaying political or religious messages

5 STAR WOLT COURIER LOOK

Delivering with Wolt

Now that you know what applications to use, what gear you need and how to use them, and how to look when representing Wolt, it’s time to walk you through one delivery. Remember that before going online you need to make sure that:

1. Your appearance is according to Wolt standards
2. You have all the gear and full battery in your phone
3. You’re inside the delivery area


Now let’s walk through one delivery. A good thumb rule is to remember that one delivery consists of three parts:
1. Receiving and accepting a delivery task
2. Picking up the order from the restaurant
3. Dropping off the order to the customer

So, how to make deliveries with Wolt? Watch the video below and find out.

 

How to communicate with Wolt as a courier

Communication is the key link to success between Wolt and its couriers. If we can’t communicate together, delivering with Wolt will be impossible. Therefore, we’ll go through clear communication guidelines to ensure that you know the pillars in communication.

There are three ways for you to communicate with Wolt, which are:

  1. Live chat
  2. Calling
  3. Email

Live Chat (Wolt Partner)

Is meant for only live delivery matters and for that you will always use the support function in Wolt Partner. Live delivery matters might be for example:

  • A restaurant is late e.g. Restaurant is late 10 minutes
  • I can’t reach the customer e.g. I cannot reach the customer even though I have called several times
  • Food has spilled and cannot be delivered e.g. I accidentally dropped the order and it cannot be delivered

Calling

Calling Wolt Support is meant only for urgent problems such as:

  • You were in an accident and not able to continue
  • You’re lost and cannot find the pick up or drop off address

Email

Is meant for non-urgent matters meaning that whenever you’re not online making deliveries, your primary way of contacting Wolt is by email. You can email us about anything e.g. payments or contract related questions.

Make sure you read your own email as you will receive weekly newsletters and remuneration information in the email you inform us!

There are also office walk-in hours, meaning that you can simply walk into our office and come chat with us!

Most common problems

Delivering orders can be very busy and we all make mistakes. We’re humans and we learn from them, so don’t worry when you make your first mistake. As long as you know how to react when something goes wrong and you learn from mistakes, you’ll do just fine.

Now as there are four moving parts in a delivery; The courier, the customer, the restaurant and Wolt – it’s not necessarily your fault if a mistake happens. But it’s ultimately up to you how the mistake is fixed. Below you can see a list of most common problems our couriers face. 

Customer notices that something is missing from the order

How to react: Be polite and apologise for the inconvenience to the customer. Tell the customer politely that they can reach Wolt Customer Service through the Wolt application and everything will be fixed there.

Customer does not accept to take the order from me

How to react: Be polite and apologise for the inconvenience to the customer. Remember to never get into an argument with the customer. Be humble and tell the customer politely that they can reach Wolt Customer Service through the Wolt application and everything will be fixed there.

The food is spilled all over my car or heating/cooler bag

How to react: Contact Wolt Support immediately. Do not deliver any orders if the packing has failed. It doesn’t matter if it was the restaurants or your fault – we never deliver orders with broken packing due to hygiene reasons.

I am lost and I cannot find the restaurant or the customer

How to react: The longer you wonder around the colder the food gets. Therefore the first thing you want to do is to check your location from Woltfleet. Are you near the correct location? Check the special instructions in the task as well. If you still can't find the correct location, contact Wolt Support.

I got into an accident

How to react: Depending on the seriousness of the accident, call the emergency center and then if possible Wolt Support.

My Woltfleet jammed

How to react: Close the app and restart it. If it still doesn’t work, restart your phone or go to airplane mode and back.

I got a task and I’m already late from the pick up

How to react: Accept the task and head to the restaurant asap!

The restaurant is late and I have to wait for the order

How to react: Be polite and wait. Sometimes restaurants are late and that is life. Never ever get into an argument with the restaurant. Wolt measures restaurant preparation times and we do everything in our power to reduce your waiting time.

I got a parking ticket

How to react: Send us an email and you will receive a reclamation template that you can use. If the reclamation is revoked, contact us again and explain what happened. We will review parking tickets case by case.

I cannot reach the customer/not picking up the phone

How to react: Contact Wolt Support immediately and we’ll send an in-app message to the customer. In-app message means that our Support sends a message to the customer inside the Wolt application. If you cannot reach the customer after 15 minutes of waiting, you can continue to the next task.

Customer typed the wrong address

How to react: Stay calm and do not get into an argument with the customer. Simply navigate to the correct address and let Wolt Support know and we’ll make sure you will be compensated for the actual distance.

Customer did not leave special instructions for door code or apartment number

How to react: Check the address details carefully and if you notice that there is clearly information missing, call the customer to ask more specific instructions.

Five star tips

FIVE STAR TIPS FROM TOP WOLT COURIERS

  • Be motivated to work hard and care about making people happy
  • Have a positive attitude and smile a lot
  • Master Wolt Parnter App as it’s your most important tool
  • Stay focused throughout the day
  • Always use your heating and cooler bag
  • Pack orders very carefully, just like it was yours
  • Never get into an argument with a customer or restaurant staff
  • Plan ahead
  • Communicate
  • Make sure you have all the gear ready before going online
  • Triple check orders at the restaurant
  • Be proactive and learn city streets and restaurant locations
  • Position yourself around areas with popular restaurants

Things you should AVOID as a pARTNER

There are certain things that you should avoid as a Courier Partner. The list below will lead to termination of the partnership between the courier and Wolt.

  • Violating customer privacy
    Examples of violating customer privacy:
    - Entering customers' apartment without permission.
    - Asking a customer or restaurant staff out for a date. 
    - Calling or sending text messages to customers after completing the delivery.
    - Stalking customers or restaurant staff.
    - If a Wolt courier violates customer privacy at any point, it will lead to immediate termination of the contract and most likely to police actions as well.
  • Using customers' contact details for anything else except completing a delivery
    - It is strictly prohibited to contact any customer at any point after completing the delivery.
  • Storing customers' contact details
    - It is strictly prohibited to store any phone numbers, names or addresses after completing the delivery.
  • Picking up or dropping off orders without the heating or cooler bag
  • Being rude to customers or restaurant staff
  • Getting into an argument with customers or restaurant staff
  • Carrying pizza vertically
  • Talking on the phone while picking up or dropping off orders
  • Constantly missing items from orders
  • Smoking or drinking alcohol with Wolt gear on
  • Smoking in the car while making deliveries
  • Do not eat orders that you’re picking up, we will find out

HOW TO: DVFA

It’s really simply to apply and receive your DVFA permit to transport food in a matter of minutes. Simply click on the link below to register.

Apply to DVFA link
CVR database

How to video here:

HOW TO: BACKGROUND CHECK

It's very straight forward to apply for your background check online: you can receive it in minutes. Make sure that you have your NemID key card/ key file with you; you'll need it to log on.

Apply with Background Check link

Please ensure that you screenshot your background check instead of saving it as a PDF. This will ensure that the information is saved. You will upload your background check to the final sign up form that you'll receive after the Partner Introduction session.

Example of certificate:

HOW TO: APPLY FOR CVR NUMBER

If you'd like to register for your own company, it's easy to do it online. Have your NemID and key card/ key file ready.

Register your own company

Steps below:

STEP 1: Accept terms of use

STEP 2: Start business as Sole Proprietorship

STEP 3: Registration of Sole Proprietorship

STEP 4: Owner information

STEP 5: Master data

STEP 6: Have you taken over an existing business?

STEP 7: Company’s industry code

STEP 8: Company’s industry code

STEP 9: Additional addresses

STEP 10: Summary and receipt

INFO ON: TAXES

Wolt isn’t authorised to provide advice on taxation, but we  recommend for you to check Skat for detailed information.