Wolt Denmark - Customer Compensation Guidelines

Information for Wolt Merchant Partners

Overview

When a customer experiences issues or problems with their order, Wolt may provide compensation to them in order to ensure the proper handling of their claims and complaints, to maintain trust in our platform and to comply with contractual requirements as well as applicable laws and regulations. If the problem is caused by an error for which you as Wolt’s merchant partner are responsible for (for example, incorrect or missing items), we may, in accordance with our contract with you, compensate the customer on your behalf without prior written notice to you. Whether and how the cost is passed on to you is covered in “When do we charge merchants back” below.

These Customer Compensation Guidelines explain when and how Wolt manages customer complaints and compensates customers, when we may pass the cost of compensation on to you, and how you can raise a concern if you disagree.

When do we compensate customers

We may compensate or refund our customers in the following situations:

  • Missing items or ingredients - one or more ordered items were not received, or ingredients were missing from the ordered item(s).

  • Incorrect items or ingredients - the customer received something different from what they ordered.

  • Food quality issues - including concerns related to food safety or dietary requirements.

  • Order delays - preparation time by the merchant partner significantly exceeded the original estimate.

We use industry-standard fraud detection measures to identify fraudulent claims and compensation requests. We deny claims and requests identified as fraudulent and may take further action, including suspending or terminating the customer’s account and reporting the matter to the authorities.

How compensation is calculated

The amount of compensation reflects the nature and extent of the issue:

  • For missing or wrong items, the compensation is based on the value of the affected item(s) (including tax/VAT).

  • For food quality issues, the compensation amount varies depending on the severity of the issue, but, as a general rule, will not exceed the value of the affected item(s) (including tax/VAT). 

  • For order delays, the compensation amount depends on the duration of the delay attributable to you but, as a general rule, will not exceed the value of the affected item(s) (including tax/VAT).

How do we compensate customers

Compensation is issued directly by Wolt to the customer, typically as a refund to their original payment method or as Wolt credits. The value reflects the nature and extent of the issue as described above. As a general rule, the compensation provided to the customer does not exceed the value of the affected item(s). 

When do we charge merchants back

If the issue is determined to be within your responsibility, a deduction may be applied to your next payment settlement, up to the value of the affected item(s). In rare cases where compensation exceeding that value may be required, we will always consult with you in advance. 

We assess cases in line with our standard processes. Where an issue involves multiple parties, such as you, a Wolt courier partner and the customer, our processes include a review of the relevant available information and the broader context of the order.

A description of the reason for a deduction is always included in the Wolt sales report available through the merchant portal, which you can access at any time.

How to dispute a decision

If partners believe a deduction or compensation decision was incorrect, you can contact our support team by email at mxsupport@wolt.com. Please provide the relevant order details and any supporting evidence when asking for a review. 

We will review the case, including whether the correct process was followed and whether the deduction was justified based on the available information and any evidence you provided. We will communicate the outcome to you and aim to respond within three working days. If we find that the decision was incorrect or that our process was not correctly followed, we will correct the decision and inform you.

Please note that you can also submit a complaint through the channels described in https://explore.wolt.com/en/dnk/speakup. 

Document owner and amendments 

This document is owned and maintained by Wolt. We may amend it from time to time to keep it current and aligned with evolving requirements. The latest version is always available on the Wolt website.