Courier company · Account and support
Frequently asked questions
Short answers about the trial, packages and subscription fee, paying the fee by card (cards are not stored), orders and couriers, prices, branches, online payment and commission, SMS, data protection (KVKK), account deletion, the mobile app and Courino support.
Short answers to the questions company owners and staff ask most often. Click a question to open its answer; for details, follow the article linked at the end of the answer.
Subscription and fee
How does the free trial work? Do I need a card?
From the moment you sign up you use every Courino feature free for 7 days; no card is required and nothing is charged automatically when the trial ends. The remaining days are shown at the top of the panel, and you get an email 2 days before and when the trial ends. To continue, pay the fee under Settings › Subscription fee and card. If it is not paid, the account becomes passive at 03:00 on the night after the trial ends; your data is not deleted. Details: Trial period.
What does my package determine? What happens when I reach the courier limit?
Every package has the same features; packages differ only in the number of couriers that are active at the same time (inactive couriers are not counted). When you reach the limit and want to activate another courier, the package upgrade window opens. An upgrade takes effect as soon as it is paid, and for the rest of the period you pay only the difference between the two packages; the courier record is retried automatically. Details: Packages and Upgrading the package.
What happens if I don't pay the fee? Is my data deleted?
When the paid period ends, an email is sent on days 1, 3 and 5 and a warning bar appears at the top of the panel. For self-registered companies the account becomes passive at 03:00 on the night after day 5: staff can open only the fee payment page, and the courier app, customer portal and order form stop with a "Service temporarily suspended" message. No data is deleted. As soon as you pay, the account reopens immediately. Details: Passive account.
Is my card stored? Can the fee be charged automatically?
No. Your card is not stored and the fee is never charged automatically. You pay the fee each period like this:
- Open Settings › Subscription fee and card.
- Press Pay the fee.
- Enter your card details on the bank's secure payment page (3D Secure) and confirm.
You get a reminder email with a payment link before the due date and on days 1, 3 and 5 after it. Details: Subscription fee and card.
What happens to my old saved cards and backup card consent?
There is no primary card or backup card any more; nothing is charged to saved cards. If you have a card saved from before, it appears in My cards only so you can delete it:
- Press Delete next to the card to delete it.
- If automatic payment was left on, press Turn off automatic payment.
- If you gave backup card consent, untick the box.
If you have no saved cards, My cards does not appear at all.
Orders, couriers and prices
A courier gets no jobs or no notifications.
Jobs are not distributed automatically; you give an order from the Pool with Assign to courier. Only couriers on shift appear in the list; if needed, press Start shift on the Couriers page. A courier in Breakdown, Accident or Off duty status cannot receive jobs. If the courier cannot sign in, check that an account was created in the Mobile app account section of the courier's record. Details: Assigning orders and statuses and Adding a courier.
Why does the price say "no price"?
The cell between the regions of the two districts is empty in the customer's price list. Fill in that cell under Settings › Pricing › Price matrix; no order can be created for an empty or 0 cell. The night multiplier looks at the planned pickup time, and the bridge fee is added only to jobs going from a bridge region to a non-bridge region. Details: Price matrix and Price rules.
Can I manage branches in different cities from one panel?
Yes. Create a branch for each city under Settings › Branches; couriers, districts and orders belong to a branch, while accounting stays company-wide. Use the branch selector in the top bar to follow one branch or All branches. You can limit staff to certain branches and give a branch its own price list and night/bridge settings. Deliveries between cities are not supported yet. Details: Branches.
Online payment and notifications
How do my customers pay by card?
Under Settings › Payment and bonus, choose the collection model in the Online payment section and send a request: the platform can collect the payments and pay your payout to your IBAN at the end of the month, or you can use your own PayTR account. After approval, customers pay by card in the portal and the app, and you can send a link with Payment link on the customer's record. Details: Enabling online payment.
What does "Pass the commission on to the customer" mean?
With platform collection, the PayTR fee and the service commission are deducted from card payments. If you turn this switch on, a service fee is added to the customer's card payment, calculated so that you keep the full list amount. The order amount does not change, the customer sees the fee before paying, and cash, bank transfer and account payments are not affected. It is off by default. Charging a surcharge on card payments may be restricted by your bank and payment institution agreements; check before turning it on. Details: Passing the commission on to the customer.
Why wasn't an SMS sent?
Find the record in the Notification log: if it is Failed, read the error text and press Resend. If there is no record, check under Settings › Notifications that the SMS account is on, that Send on this event is ticked in the event template and that SMS notification is selected on the customer's record. Platform SMS is paid and may have a monthly limit; once the limit is reached no message is sent, and you can set up your own SMS account (free of charge). Details: Platform SMS and monthly limit.
Security, data protection and support
Who is responsible for personal data (KVKK)?
Your company is the data controller for customer, recipient and courier data; Courino works as the data processor under the Data Processing Agreement you accepted when signing up. Card details never reach Courino. Your customers and couriers can delete their accounts and personal data themselves in the app or on the web; records that must be kept by law (e.g. invoices) are kept with personal details removed. Courino support can open your panel only through a logged, time-limited support session that you are notified about. Details: Courino support access.
How do I delete my account or close my company?
Staff delete their own account with the Delete my account section at the bottom of the Change password page (user menu at the top right); this cannot be undone. The company owner account cannot be deleted this way. To close your company, open a request on the Support tickets page. A company made passive for an unpaid fee is not deleted automatically.
Is there a mobile app?
Yes. Couriers and customers use the Courino app on Google Play; the iPhone (iOS) version is coming soon to the App Store. Couriers sign in with their mobile phone and password; you create their account in the Mobile app account section of the courier's record. The company panel is on the web and also works in a phone browser. Details: Adding a courier.
How do I contact Courino support?
Open a New ticket on the Support tickets page in the left menu of the panel: enter a subject, category, priority and your message, and attach a screenshot if you like. The page you were on, the app version and your browser are added to the ticket automatically. You get an email when we reply. The company owner and managers can use this page; if you cannot sign in to the panel, write to destek@courino.com. Details: Support tickets.