Service standards for on-foot deliveries

Service standards are rules that delivery persons must follow. If you follow these rules, users are more likely to give you a high rating.

How to interact with users

• Be polite — remember to say hello and goodbye, and always address users politely.

• Smile — your mood will affect the overall impression you give.

• Read the order comments and try your best to follow them. If it says “Do not ring the doorbell”, make sure to knock instead. There might be a sleeping child inside, and ringing the doorbell will wake them up.

• There is no need to start a conversation or make comments about something unrelated to an order. This will help you avoid wasting time and prevent accidental conflict.

• Don’t ask a user to give you a good rating. If you do everything correctly, the user will most likely give you a good rating anyway.

What to wear

There is no dress code for delivery persons.

We recommend wearing comfortable clothes and footwear.

Please avoid wearing sportswear, beachwear, tank tops, slippers, or flip-flops. This kind of clothing can look unprofessional, and you may receive a low rating.

What to take with you

You will need:

• Cash to give users change

• A power bank to charge your phone

• Sturdy bags for small packages (if you don’t have an insulated bag)

• Your passport or driver’s license (some business centers won’t let you inside without an ID)

A backpack or crossbody bag for personal belongings. This will allow you to keep your hands free during deliveries.

Your insulated bag may have special pockets for personal belongings. Do not keep your personal belongings inside the main part of the bag.

Fulfilling orders

• After accepting an order, go straight to the sender’s address.

• Always collect packages from the sender’s apartment or office door and deliver them straight to the recipient’s door.

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 an order or make 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 bag

If you discover that a package contains one of the items from the list above, refuse the order and contact Support.