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Cash orders are possible in: Zagreb, Split & Osijek
If you would like your courier to accept cash orders, you can now indicate this in the application form itself with each individual application. If you click "yes", we assume that the courier has studied how to manage cash and is ready for cash deliveries. The presentation and instructions are available here.
The included delivery option with cash payment allows more requests from the user, and is also an opportunity to receive more tips.
Personal money is not used - the system will select orders that can be picked up based on the current balance of cash that courier has with them - from previously completed orders for which he/she received cash.
The courier collects cash from the user for the submitted order, and enters the received amount into the application.
Courier's negative balance - shows the amount of cash that the courier keeps with him/her.
Manual adjustment - the amount of cash is automatically equalized with the amount of the balance on a daily basis, therefore it is important that the courier has enough cash with him at all times. If the courier will change the amount of cash too often in the app, there is a possibility of (permanent) blocking of the account.
The cash received is not part of the courier's earnings, but it is used for payments in the restaurant.
The cash that couriers have on them from the delivery is not included in their earnings, and a more detailed explanation of the report items can be found under "Payments".
Why is it good to receive cash deliveries?
If cash deliveries are enabled and the courier follows the instructions, they earn on average more than 10% more than with only orders paid through the app.
In order to successfully follow the rules of the Bolt Food platform and continue to receive cash orders, we ask that all couriers adhere to all cash guidelines.
The outstanding debt must be settled by accepting cash (dropoff) orders in the restaurant. The balance and cash in the application should always be in opposite values/signs, but in the same amount.
The debt can also be settled via the "Pay to Bolt" option in the "All deliveries" category within the Bolt Courier application. The above applies:
If the courier has not been active for more than a week and has a debt
If the balance exceeds 50 EUR, the difference must be paid as soon as possible in order to be able to receive cash orders again.
Instructions for couriers: Cash orders
How does cash order pick-up and drop-off work?
1
Order drop-off (At the client)
You get money from a customer
You receive cash from customers when you deliver cash order A
2
Order pick-up (At the restaurant)
You are paying for order in a restaurant
You give cash back when you pick up a different order B, that the app automatically gives you. It is going to be a normal order, that you get in app.
⚠️ You can't spend this cash and should keep it with you when you deliver, separate from your personal money.
Delivery (to the customer)
Should I take cash from the client?
You will notice that you must take cash for the order when:
A yellow badge on the bottom of the screen over the map
And also:
A "Collect from client xx.xx EUR" checkbox will appear in the order details.
Step by step
Take the order from restaurant normally
Confirm that you arrived to the customer
Click “Collect from client xx.xx EUR”
Take money from the customer
Enter the exact amount you received from the customer and submit
Double check the entered amount
Now you can check the Deliver Order box and complete the delivery as usual.
⚠️ IMPORTANT! You can give the order to the customer only after you have received payment for it.
Order pick-up (from restaurant)
Should I pay for the order?
You will notice that you must pay for your order with cash when:
A yellow badge on the bottom of the screen over the map
And also:
A "Pay for the order xx.xx EUR" checkbox will appear in the order details.
Step by step
Accept incoming order as usual
Arrive at the restaurant
Give cash to restaurant staff
Check the "Pay xx.xx EUR" box (this will change to "Confirm payment ..." and a spinning wheel will appear)
Remind restaurant staff to confirm receipt of payment (The status will change to "Payment confirmed")
Mark Pickup order and continue delivery
Ask staff to confirm on the tablet that they have received cash
Once this is confirmed, pick up your order
⚠️ It is not possible to start delivery until the restaurant confirms that they have received the cash
Frequent issues with pickup
When the restaurant will not confirm
If the restaurant staff does not confirm cash pick-up, the order cannot go forward
How to fix it?
Try to get confirmation from the restaurant
or
Follow the next step as if you were short of cash (enter 0 EUR).
You do not have cash
If you do not have cash on you to pay for your order
(In exceptional situations only)
Contact customer support before any changes in the app
Click on the red triangle (bottom left corner)
Click I can't pay
Enter the amount of cash you have on you
Submit
Now, the pick-up will switch to cashless, and the “Cash” value on “All deliveries” will be adjusted too!
⚠️ Use this only in exceptional situations (e.g. you accidentally forgot to take cash from home) and restore the value to what it was before the change as soon as possible!
If you refuse to give cash at restaurants and have a negative balance,
the system will stop offering you cash orders. In the worst case scenario, you may be blocked.
Customer gives you more money
1
If you have a change
Take the money, give the change, and enter the exact amount of the order (not the amount you got from the customer)
2
If a customer wants to tip you
Take the money and enter the exact amount of the order in the app (not the amount you got from the customer)
3
If you don't have a change
Tell the customer: "I don't have any change, but I can add this amount to Bolt Balance so you can use this money next time." If the customer agrees, collect the money and enter the entire amount you received
⚠️ Customers expect that you may not have change to spend, this is clearly communicated in the app
Frequent issues with drop-off
Customer gives you too little money
Ask if it's not a mistake and show the amount in the app
If the customer insists, enter the amount you received and contact support. Give the order to the customer.
The client does not open the door
Try to contact the customer 3 times and contact the CS. Enter the amount of 0 EUR in the app.
Don't leave the order at the door!
Cash delivery tips
Always receive cash first from customer, only then confirm the received amount. Only after hand out the order.
⚠️ In the case of misunderstanding, please avoid arguing with customers and contact Customer Support.
Once received amount is submitted, you cannot adjust it after without help of Customer Support.
Cash and balance in app
For your convenience, Balance and Cash are displayed in the "All deliveries" section
A negative balance represents the amount you have to return to Bolt Food by by drop-off in restaurant
⚠️Your balance will usually be negative, don't worry about it
The balance increases when:
you pay (give cash) when you pick up your order at the restaurant
The balance decreases when:
you get cash from the customer during delivery
Activate cash orders
When you have studied everything and want to be included in orders by cash payment, if you have not yet, you can confirm now via the link.
You can also contact us for any additional questions via e-mail croatia-courier@bolt.eu.
A new way of paying the debt
If you quit working in the meantime, please settle the debt that is visible in the application. You can make the payment by following the instructions within the application, in the All deliveries view, by clicking on the "Pay debt" option.
When paying, please enter:
1. Bolt's bank account details
2. Your unique reference number under Description of payment and the Reference number
Your cash balance will be updated within 2 business days.
IMPORTANT!
We warn you that, in accordance with the Terms of Use, in the event that you do not settle your debt to Bolt within 7 days after you become inactive on the Bolt Food platform, Bolt has the right to take all legal actions to collect the claim, independently or through debt collection agencies, or other debt collection service providers, which may cause you unnecessary additional costs.
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