Orders with one sender and one recipient

The Courier and Express rates are for package deliveries. These are usually orders from online stores or items from Yandex Go users. 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.

How to fulfill orders

You will receive all orders through the Yandex Pro app. When you go online, the app will find orders close to your current location.

To fulfill an order, you must 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.

With the Courier rate, the “Door-to-Door” requirement is included automatically in all orders. With the Delivery rate, this option can be added as an additional service.

Order comments: These may specify the user’s exact address or include other options or requests from the user.

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 the instructions.

Call the sender and ask if they are willing to take the package back. If the answer is yes, take the package back to the sender. The cost of the order 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 “Unexpected situations during orders” 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.

Code of conduct

• 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 the user to give you a 5-point rating for the 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 at the sender’s address. NOTE: The user’s face should not be visible in the photo.

• Do not keep packages for yourself.

• Do not complete orders under someone else’s profile or transfer your account to another courier.

• Do not use the 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.

Prohibited items for delivery

• Animals

• Money and valuables

• Weapons, drugs, and other items whose circulation is prohibited or limited in Georgia

• 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 packages that require special delivery conditions (if you do not have an insulated bag)

• Packages that may stain or damage your insulated bag or vehicle

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