Wolt Courier Partner Onboarding

courier Partner ONBOARDING

Agenda

In this manual you will find information about all you need to know to become a Wolt Courier Partner. After you master everything in this manual, you should be ready to start delivering with Wolt and boost your monthly income working flexible hours in the streets of some of Denmark's biggest cities! 💸

Reading through this manual will teach you about 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 online interface for discovering and getting great food

We want to make your life easier – one meal at a time.

We connect restaurants with hungry customers and enable our courier partners to earn flexibly. We hire the smartest of doers and, together with them, make your city a better place. What is more, we give you back some of your precious time. You probably eat 2–5 times every day. Let Wolt handle every meal for you, and you’ll have more hours in your week for the things you really want to do.
We like to think of that as magic.

Wolt combines a clean, smooth app with a world-class food delivery service. 
Wolt 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 probably only have one icon for getting food. Wolt is going to be that icon.

As Wolt focuses on not only an excellent customer experience, but the BEST 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 🚴
  • You'll need to pass the Wolt Courier Partner Test
  • Be at least 18 years of age
  • Have a Danish CPR number
  • Have a smartphone, with a data plan 📱

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 the 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

With Wolt you get to decide your own hours. You simply book your scheduled hours that match your own weekly schedule and then you’re ready to deliver with Wolt. It’s flexible, increases your independence and can boost your income quickly.

Once you’re accepted as a Wolt Courier, you can start booking shifts, start delivering and earning money. 💰

Courier Partners are paid bi-monthly, meaning that deliveries made during 1st to 15th are paid to you no later than the 25th. Deliveries made during 16th to end of the month are paid no later than the 10th.

The more your ride, the better you'll get to know the city. After the first month you'll surely know all the shortcuts in almost all areas and make your way around the city even faster than any map application can direct you.

What and how Wolt couriers are earning currently?

Couriers earn per task and distance. In some cities 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 spare time.

Best performers
In our current markets the best performing couriers can earn the equivalent of 28,000 DKK to 38,000 DKK per month, in gross payments.

"Spare time" Courier Partners
Similarly, couriers that drive only during their free time typically earn the equivalent of 5,000 DKK to 12,000 DKK per month.

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 smartphone applications. Mastering both applications will help you to perform your tasks better, and faster. So learn them - and earn more.

The Wolt Customer App


Wolt - Exploring food

Please register first with the Wolt User app. This is the app with which you can order food from Wolt. The app will also create your user profile with which you will be able to register with the Wolt Courier Partner App. Make sure to use exactly the same login information when creating your account in both Apps.

Download the Wolt app here.

The Wolt Partner App


The Wolt Partner App is our handcrafted Courier 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


Now you're familiar with the two 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 packaging of the food is as close as possibly to the same as when it left the restaurant.

All Courier Partners receive gear that is used to deliver orders, mainly food and drinks. 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/apparel

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 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:

  • A fully charged phone, phone charger and powerbank, so your battery doesn’t die during your shift.
  • A clean heating and cooler bag to keep the food temperature and packaging perfect (ALWAYS clean if anything gets spilled in the bag).
  • Wolt branded clothing so that the restaurants and customers can 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!

Partnerships can not be maintained if both sides doesn't do their absolute best.

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, basically you're gonna be the 'face of the franchise', so remember to dress accordingly.

👍APPEARANCE

  • Wolt clothing
  • Presentable pants
  • Good hygiene

👎APPEARANCE

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


THIS IS HOW A WOLT COURIER LOOKS LIKE

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 rule of thumb 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 (inside the Wolt Partner app)

Is meant for live delivery matters only. Anything regarding you either; receiving and accepting a delivery task, picking up the order from the restaurant or dropping off the order to the customer.

Examples of live delivery matters:

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

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  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!
You can drop by our office any weekday (Monday - Friday) between 10:00 - 16:00.

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 or second 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 Support through the Wolt application and everything will be taken care of 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 Support 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 in tha app. 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 immediately.

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 Wolt Partner App 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. Still doesn't work, contact support.

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. Politely ask the restaurant staff when the food will be ready and forward the information to the support team in the chat.

I got a parking ticket

How to react: Sometimes lifes a bitch. As a rule, Wolt won't refund any parking tickets, for Couriers or other partners. Wolt will provide you with a "Delivery in progress - be right back" sign, for you to place in your windshield.
Please always make sure to park and drive within the confines of the law, to avoid these kind of incidents.

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 5-10 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 for more specific instructions.

tips & TRICKS 

TIPS & TRICKS TO BECOME AN AWESOME COURIER PARTNER 🤩
Provided by your fellow courier partners:

  • Be motivated to work hard and care about making people happy
  • Have a positive attitude and smile a lot
  • Master the Wolt Parnter App as it’s your most important tool
  • Stay focused throughout the day (remember to schedule breaks between shifts)
  • 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, communicate, communicate
  • Make sure you have all the gear ready before going online
  • Triple check orders at the restaurant, to make sure you have everything that the customer ordered (ALWAYS) 
  • 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
  • Don't ever eat orders that you’re picking up

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 Information Form that you'll receive after the Partner Introduction session.

Example of certificate:

HOW TO: APPLY FOR CVR NUMBER

If you make more than 50.000 DKK in gross payments, within 12 months, you need to register a company to be VAT registred.

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

The 8 steps below shows the registering process. For more info, contact Virk.dk.

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, they're really helpful!