Cash delivery - learning materials

Why Cash?

Cash delivery

• Receiving cash payments directly from customers will enable you to get your earnings straightaway.�
• Cash that you have already earned can be spent immediately.�
• The rest of money you’ll have to leave in a restaurant with one of the next pick-ups.

Pick-up and drop-off situations

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Cash delivery

Order pick-up with cash:

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Courier is paying for food in a restaurant, by using the excess cash he is holding

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A cash pick-up situation happens whenever a courier must offload the cash earnings

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Order drop-off with cash:

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Courier is receiving the money from the Customer who opted for paying in cash

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A cash drop-off situation happens whenever the Customer makes a cash order

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Cash and Balance

Cash delivery

For your ease, Balance & Cash earnings are displayed in “All deliveries” section.�

• Positive amount displayed in Balance represents the sum you should be paid next week�
• Negative amount displayed in Balance represents the sum you should compensate

Cash and Balance

Cash delivery

Balance goes up IF:�

• A courier earns money for a delivered order
• A courier pays for food in a restaurant
• Adjustments and compensations are applied

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Balance goes down IF:

• Courier receives cash from the Customer
• Balance is paid out with weekly payouts
• Adjustments and deductions are applied

Cash and Balance

Cash delivery

IF for some reason you are missing the expected amount of cash, then:

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1. tap the Cash box
2. enter the amount you have with and click submit

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IF you have previously reduced the cash value, you can increase it back up the same way.

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Cash and Balance

Cash delivery

• IF balance is positive, then courier will not receive cash pick-ups (pay in the restaurant option)�
• IF balance is negative, then courier will receive cash pick-ups, as this is the way he can offload cash onto his balance.��

NB! There is nothing critical in having a negative balance. It simply indicates that a courier is holding more money, than he has earned.

Cash pick-up

Cash delivery

You will understand that this is a cash order by

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• A yellow badge on the bottom sheet over the map

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AND

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• “Pay for order ..€” checkbox in the order description section

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Cash pick-up

Cash delivery

1. Accept incoming order as usual;
2. Check for acknowledgement if order should be paid with cash;
3. Arrive to the restaurant;
4. If second step is true, pay with cash;
5. Ask the restaurant staff to confirm on their tablet about receiving cash;
6. Once confirmed, pick up the order and start delivery;

NB! It is not possible to start a delivery until cash payment has been confirmed by the restaurant

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Confirming cash

Cash delivery

1. Check “Pay for the order ..€” box (it will change into “Confirm payment ...” and a spinner will appear)

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• Remind the restaurant staff to confirm cash received (it will change into “Payment confirmed”)

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• “Pickup order” box can be checked now, proceed with your delivery as usual

Failed confirmation

Cash delivery

IF the restaurant staff fails to confirm a payment, then Pick-up cannot happen.

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How to fix?

1. Try to confirm again
2. Adjust “Cash” value

Missing cash

Cash delivery

IF you discover that you are lacking on cash to pay for an order:

• Press the red triangle
• Press “I can’t pay”
• Enter the amount you have with you
• Confirm

Now, the pick-up will switch to cashless, and the “Cash” value on “All deliveries” will be adjusted too!

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Adjusting cash

Cash delivery

1. Don’t try to hide cash!
2. By refusing to offload cash in the restaurants while holding a negative balance, you might reach the limit, when the system will stop proposing you orders with cash drop-offs. In the worst scenario, you can even get blocked.
3. Having a slightly negative balance is OK!
4. In the case of confusion contact Customer Support immediately

Cash order drop-off

Cash delivery

1. Check if you have to receive cash from the Customer:

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• yellow block on the map view
• an additional checkbox on order screen

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• Confirm that you have arrived to the Customer

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Cash order drop-off

Cash delivery

3. Press “Collect from client…” checkbox

�4. Take the money from the Customer

�5. Enter the amount that you have received from a customer and submit�

⚠️Check the following slides about entering the correct amount and giving change

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Cash order drop-off

Cash delivery

6. Double confirm the received amount

�7. Now, you can check the “Deliver order” checkbox and complete the delivery as usual.

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�⚠️Check the following slides about entering the correct amount and giving change

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How to enter correct amounts

You can’t enter an amount higher than the cash order value in the Courier app.

If possible, please carry extra money to give as change.

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!!! Customers are expected to be aware that the change might be not available, it is clearly stated on the app.

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Cash delivery

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If a customer can pay at least 50% of the order:

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• Collect the money you can and inform the customer that the rest of the order value will be added to their Bolt Balance as debt. The customer will be charged the next time they place a Bolt order regardless of the service (food, ride-hailing, micromobility).
• Enter the amount received from the customer in the ‘Received From Client’ field.

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!!! Customers are expected to be aware that the change might be not available, it is clearly stated on the app.

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Cash delivery

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If the customer can’t pay for the order at all:

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When a customer wants to pay with an amount that's too high or can’t pay for half of the order:

• Inform the customer the order value will be added to their Bolt Balance as debt. They’ll be charged the next time they place a Bolt order regardless of the service (food, ride-hailing, micromobility).
• Enter ‘0’ in the ‘Received From Client’ field.
• Dispose of the order (or keep ir to yourself)

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!!! Customers are expected to be aware that the change might be not available, it is clearly stated on the app.

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Cash delivery

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Drop-off issues

IF customer gives you less money:�- If the customer has at least 50% of the value of the order in cash, please give the order to the customer, but inform Customer Service (via app) that the customer has not given the full amount.

- If the customer doesn't have even 50% of the order value in cash - mark that you have not received the money from the customer, inform Customer Service (via app) and keep the order for yourself.

IF сustomer does not show up: follow the general policy of trying to reach him out three times and contacting Customer Support. Then enter 0€ as received amount in the app�

Cash delivery

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Drop-off guide

Always receive cash first from customer, only then confirm the received amount. 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.

⚠️ Important! You can hand over order only when you have received a payment from customer.

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Cash delivery

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