This virtual introduction will teach you how to become the best Wolt Courier Partner out there. After you master everything in this intro, you should be ready to start earning money as soon as tomorrow!
After reading through this manual, you should know the following things:
”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 pre-booked hours”
”I want to earn more per hour if I do more deliveries”
”I want to be paid more if I do longer deliveries”
Once you’re accepted as a Wolt Courier Partner, you can go online whenever you want, start delivering and earning money. Sometimes, especially during weekends, we need to ensure that we have enough partners and that's when we offer pre-booked hours with guaranteed earnings. You can check if there are any available every Thursday.
You will receive your payments twice a month. Deliveries made during 1st -15th will be paid by the 25th of each month and 16th - end of the month will be paid by the 10th of each month.
Below are three (3) pictures that illustrate the busiest hours during the week. As you can see, we need you the most from Fridays to Sundays.
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 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 :)
One of the most important aspects of being a Wolt 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.
Once accepted as a Wolt partner you will receive gear that you will use to deliver orders, mainly food. The importance of knowing how the gear works will ultimately determine the rating that the customer will give you.
If you remember these points, you will do just fine when delivering with Wolt!
Before going online, always make sure that you have the gear ready:
Wolt and courier partners are a team and a team is only as strong as its weakest link. Small problems cause chain reactions which will affect other partners as well, so make sure you know how to use the equipment and that you’re not the weakest link!
We want every Wolt courier partner to be proud of being a part of Wolt. Wolt most definitely is proud of the courier partners we have. Therefore we all should expect professional appearance and hygiene when representing Wolt. Restaurant staff, customers and people around the city see you as representing Wolt, so remember to dress accordingly.
WHAT WE EXPECT FROM YOU:
WHAT WE DO NOT ALLOW:
WHAT A WOLT COURIER PARTNER LOOKS LIKE
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 illustrated below
Communication is the key link to success between Wolt and its courier partners. 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:
Is meant for only live delivery matters. Live delivery matters might be for example:
Calling Wolt Support is meant only for urgent problems such as:
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 pay slips 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!
Delivering orders can be very hectic 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 partner, 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 courier partners face.
How to react: Be polite and apologize 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.
How to react: Be polite and apologize 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.
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.
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 navigation 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.
How to react: Depending on the seriousness of the accident, call the emergency center and then if possible Wolt Support.
How to react: Accept the task and head to the restaurant asap!
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.
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.
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.
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.
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.
If you have any questions, let us know at partnersestonia@wolt.com