Mixed up orders
More and more complaints about mixed orders are being received by customer service, the vast majority of which end up compensating the customer in credits of the order amount.
The number of orders is constantly growing, which we are all happy about, because the more optimal routes are created, but all this is worth nothing if we cannot keep the quality guaranteed to our customers so far by doing mixed up orders
We feel that deducting a base fee is not a sufficient deterrent to properly paying attention to what order you are taking where.
Important: Food should never be taken back from the customer, even if the package is unopened.
Please pay close attention to whether you have picked up a good order from the restaurant and handed over a good one to the customer.
If the mistake is made clearly by you, we will deduct the price of the order from you. If this happens more than once in three months, you will have to take part in a retraining and you will not be able to work again until it is completed.
The same goes for using the bag. Although there are plenty of times we asked you to use the bag all the time, there are constantly more and more cases where this simple request is not followed. The food is cold and the customer and the restaurant are rightly nervous.
That is why, in the first case, we start an investigation when we are informed that our courier is arriving at a customer or a restaurant with an unsuitable (heating) bag.
For hot meals, a bicycle or motorcycle backpack is acceptable, and for car couriers, a heating bag is acceptable. Hot food cannot be carried in the smaller cooler bag.
Thus, you will definitely not be able to work that day and on the next working day you can only work again after the circumstances have been clarified (eg a telephone conversation).
Wearing a mask has long been a prerequisite for completing deliveries.
Thanks to the government decree, more and more of our couriers are complying with the mandatory use of masks, but despite the pandemic, it still happens that our courier arrives at a restaurant or customer without a mask.
That is why, in the first case, we start an investigation when we got informed that you have arrived at a customer or a restaurant without wearing a face mask. Under current law, a motorcycle head mask, scarf, shawl, etc. not suitable, only a face mask covering the mouth and nasal openings manufactured for this purpose. Thus, you will definitely not be able to work that day and the next working day you will only be able to work again after the circumstances have been clarified (eg a telephone conversation).
Kindness and professionalism with customers, restaurant staff, and Wolt customer service:
Adherence to the above three requests is perhaps a basic expectation everywhere, yet at Wolt the fourth point is the most important. Kindness, kindness, kindness. You may have a bad day, or even a bad day for both the restaurant and the customer, yet it’s up to you what service Wolt provides. Customer service is not meant to do justice, which is why it will be easier for you to cleverly avoid an argument that is about to unfold. Verbal or physical aggression is not acceptable in any form, and if you do not communicate with customers, restaurant staff, or customer service in the right style in any case, it can have serious consequences.
That’s why, in the first case, we start an investigation when we got informed that you’re communicating in a restaurant or with a customer in the wrong tone. Thus, you will definitely not be able to work that day and the next working day you can only work again after the circumstances have been clarified (eg a telephone conversation).
Misuse of customer information
According to the signed service agreement and quality assurance requirements, the customer's personal data may only be used for data handling purposes, ie for the purpose and for the duration of the successful completion of the order.
According to the criminal law currently in force in Hungary, the misuse of the customer's data for private purposes (eg taking a screenshot of a courier application, visiting the customer after delivery, or any communication with the customer, forwarding any personal data of the customer) is a criminal offense.
That is why, as soon as we know, you can expect an immediate termination of the contract and the initiation of police proceedings.