Why access to orders may be restricted

In certain situations, couriers may have their access to orders restricted. Let’s look at why this might happen and how to restore access.

Service standard violations

If a courier receives multiple complaints, their access to orders may be restricted. Violations include:

• Asking for extra payment

• Rudeness

• Not delivering to the door for door-to-door orders

• Taking food orders without an insulated bag

• Setting the order status to “Package delivered” before handing the package over to the recipient

• Damaging the order

• Arriving late

The system will detect certain problems automatically, such as if the courier arrives late for an order or does not respond to the user. In case of repeated issues, the courier is first given a warning. If these violations continue, their access to orders may be restricted.

Once the suspension period has ended, access to orders will be restored automatically.

Misconduct

In case of a serious violation, such as stealing a package, access to orders may be permanently revoked.

Low Activity

Your Activity level indicates how often you accept or cancel orders. When you register for the service, your Activity level starts at 100 points. This is the highest score you can have.

When handling orders, you’ll lose points for skipped or canceled deliveries, and gain points for successfully completed deliveries. If your Activity level drops to 10 points or lower due to frequent cancelations, your access to orders will be restricted.

Low Ratings

Couriers who maintain a rating of 4.7 to 5 will receive orders. If your rating drops below 4.7, your access to orders will be restricted and the rate will be deactivated.

If your access to orders is restricted due to low ratings, you will have to reactivate the rate to continue receiving orders. Here’s how:

1. Go to the Rates section of your Yandex Pro profile and press the toggle button next to the applicable rate

2. Watch the training video

3. Take the test

If you successfully pass the test, your access will be temporarily restored for 6 months. During this time, you will need to complete 150 orders and increase your rating to 4.75 or higher.

If you continue to maintain a rating of 4.6 or lower during this time, your access to orders will be restricted again. You will be able to restore access after 6 months.

If you do not pass the test, your access to orders will be restricted for 6 months.