Orders with one sender and one recipient
Last updated
17 May 2024
With the Courier and Delivery rates, you will need to deliver packages from online stores and between Yandex Go users, such as forgotten items, documents, keys, and gifts. If you have an insulated bag, you might also receive orders containing food from restaurants or grocery stores.
Later in the guide, we’ll discuss these orders in more detail. We’ll also cover prohibited items and how to resolve difficult situations.
Multi-stop orders
You will receive all orders through the Yandex Pro app. When you go online, the app will find the closest order to your current location for you to accept.
Once you have accepted the order, you will need to collect the package at Point A (the pickup address) and deliver it to the recipient at Point B (the delivery address).
Some orders in Yandex Pro involve multiple senders and/or recipients. You can read about them here.
Order requirements: Read the description in the order card carefully. You may see a requirement for “Door-to-Door” delivery. This means that you will need to pick up the package at the door of the sender’s apartment or office and deliver it to the door of the recipient’s apartment or office.
All orders within the Courier rate automatically include door-to-door delivery. With the Car rate, this option can be added as an additional service.
Order comments: These may specify the user’s exact address or include other suggestions or requests.
Order status: It is important to continuously update your status so that users can track their orders. These statuses are “Arrived”, “Package picked up”, and “Package delivered”. Do not click on the “Package delivered” status until you have handed the package to the recipient. Otherwise, you will lose their contact information and will not be able to get in touch with them.
What to do if:
The sender doesn’t respond:
Wait 10 minutes. Call the sender at least 3 times while you wait. If there’s still no response, cancel the order by pressing the “Cancel” button.
The recipient doesn’t respond:
Wait 10 minutes. Call the recipient at least 3 times while you wait. After three missed calls, the “Return Delivery” button will appear. Press it. If this button doesn’t appear, contact Support and follow their instructions.
Call the sender and ask if they are willing to take the package back. If they agree, return the package to the sender. The order cost will be recalculated to include the return delivery.
If you cannot get through to the sender to return the package, contact Support and they will tell you what to do.
You may encounter a variety of unexpected situations during deliveries. See here for more information about what to do in these circumstances.
Order comments
Users may leave important information in the comments, such as the intercom code, whether a pass is needed to enter their location, or the best route to take. They may also leave specific requests, which you should try your best to fulfill. For example, if they specify “Do not ring the doorbell”, there may be a sleeping child inside. In this case, make sure to knock instead.
Rules of behavior
Do not be rude to users and/or Yandex Delivery specialists.
Do not start conflicts.
Do not ask a sender to cancel their order or complete a delivery outside of Yandex Pro.
Do not ask a user to give you a 5-point rating for a delivery.
Do not ask a recipient for more money than the amount specified in the Yandex Pro app.
If you have the insulated bag option enabled in the app, do not arrive for orders without one, and make sure you have first completed the photo check in Yandex Pro.
Do not open or damage packages. If a package is already damaged when you come to collect it, take a photo of the damage while you’re still with the sender. NOTE: The user’s face should not be visible in the photo.
Do not assign orders to yourself.
Do not complete orders under someone else’s profile or transfer your account to another delivery person.
Do not use a sender or recipient’s data for personal purposes. Do not call or message users for reasons unrelated to an order.
Do not go online when intoxicated.
Do not act dishonestly toward the Yandex Delivery service.
The following items cannot be delivered:
Animals
Money and valuables
Weapons, drugs, and other items whose circulation is prohibited or limited in Armenia
Hazardous or dangerous substances (see our detailed list)
Biological materials, such as blood
Prescription drugs
Fragile items (unless they are in special packaging) and liquids in open containers
Food and other items that require special delivery conditions (unless you have an insulated bag)
Items that may stain or damage your insulated box or vehicle interior
If you discover that a package contains one of the items from the list above, refuse the order and contact Support.