Wolt Delivery Couriers Outraged Over New Cancellation Policy

Wolt has introduced a new policy regarding delivery cancellations that has angered some of its couriers, particularly during a period of significant courier shortages in Israel. The update addresses situations where a courier accepts a delivery but later wishes to cancel it, or when a customer's order is not delivered after being accepted.

The core of the dispute lies in the perceived impact on courier autonomy. Couriers are expressing frustration on social media, deeming the new rules unfair and detrimental to their ability to cancel orders delayed through no fault of their own. Under the revised guidelines, each independent courier can cancel up to 20 deliveries per month without needing to contact support. However, exceeding this limit requires contacting customer support, where factors like the courier's Task Completion Rate (TCR) will be considered. Wolt stated that couriers maintaining a TCR of 95% or higher can still receive support for cancellations beyond the 20-delivery limit.

One courier shared an incident where a power outage at a restaurant in Haifa caused a significant delay, leading to a cancellation. They expressed concern that their TCR would be negatively affected despite the circumstances being beyond their control. The new policy aims to reduce instances where accepted orders are later canceled, causing delays for customers and requiring the order to be reassigned.

Wolt's message to couriers emphasizes, "Not sure you can complete a delivery? Don't accept it," intended to prevent customer delays. The company has not disclosed specific compensation mechanisms for delayed deliveries, citing various influencing factors. The policy change took effect at midnight, sparking immediate backlash and calls for protest among couriers.

This change occurs amidst a broader shortage of thousands of delivery couriers in Israel, driven by increased demand across various sectors like supermarkets and pharmacies. Any perceived restriction on couriers' freedom to choose deliveries quickly becomes a point of contention. Wolt maintains that the fundamental choice to accept a delivery remains, with the new restrictions applying only after a delivery has been confirmed and the courier seeks to cancel.