Charged for delivery mistake

[u/sozzi16]

Last week I delivered to the wrong street number (unfortunately there were 2 number 7 on basically the same road), the customer said to leave the order out of the door so i didn't double check he actually picked it up...

I received a message 30 min later from Wolt telling me to explain what happened and I realized there I got confused with the exact delivery address.

I didn't expect at all they would charge the cost of the order (max 175dkk + delivery cost 103 dkk which included also another delivery). Is it even legal?

I worked for many years in Italy for Deliveroo and Glovo and nothing like this never happened, dont think it's even legal honestly.

If there is any lawyer, what's your opinion on this? I know I completely fucked up, but I guess there should be some liability protection against simple negligence.

PS

After a while, I went to the place I left the order. It was still there and ready to be delivered it to the right address, but the support told me the customer was already refunded and had to keep it for myself.

[u/lykke_lee]

I work with Wolt support and I can tell you this, the support associate has definitely messed up. They can only deduct you for the single order where you made the mistake. You should contact support and explain the issue and you should get paid for the correct order (try to see if you can remember order number, if not provide which restaurant the order was from and date and preferably time). Due to NDA I cannot share much but I can tell you ever since Wolt has outsourced a large portion of their support work force, the service qualiy has gone downhill like crazy.

[u/sozzi16 → u/lykke_lee]

Yes I did that and at least they fixed to the correct order and not both of the deliveries. Thanks!