FAQ
Frequently asked questions
Answers for shops, couriers and anyone receiving a parcel.
Receiving a parcel
Where do I find my tracking code?
In the Viber or SMS message from the shop. It starts with THN- and has six digits; enter it on the tracking page. No account needed.Track a parcel
I wasn’t home. What now?
You get a message, and our team arranges a new delivery time with you or returns the parcel to the shop.
Can I pay by card at the door?
Not yet: cash on delivery is paid in cash to the courier.
How do I rate my courier?
Open the link in your “delivered” message: you can rate the delivery on the tracking page for 7 days. Couriers never see who rated them.
Merchants
When is my COD paid out?
COD goes into your Thunder wallet when the parcel is delivered, and is paid out to your bank account every Wednesday once it reaches 20.00 KM.
How do I top up my wallet?
By card, or by bank transfer with the uplatnica. A bank transfer shows up once our finance team has checked it.
Can I cancel an order?
Yes, free of charge until a courier picks it up. After pickup the parcel can come back to you for the return fee.
Do I need to sign a contract?
No. Create an account, top up your wallet and send. You can stop any time. Shops that send a lot can agree a price list of their own with us.
Do you issue invoices?
Yes. You get one invoice a month for your fees, as a PDF in the dashboard.
Can I schedule deliveries for later?
Yes. When you create an order, choose the day and time it should go out.
What happens if my customer isn’t home?
The courier records the failed attempt with the reason. Our team then arranges a new delivery time with your customer or brings the parcel back to you, and you see every step in the dashboard.
Couriers
How do I become a courier?
Open the Thunder app, tap “Join Thunder” and send your application. We invite you to our office to check your documents, and then switch your account on.Become a courier
When do I get paid?
Pay goes out by bank transfer after each payroll run: monthly for employees, weekly or monthly for freelancers. Your payslips are in the app.
Where do I hand in COD cash?
Deposit it at the bank or hand it in at our office, and record it in the app. Stay under your cash limit: above it you get no new COD offers.
Can I reject offers?
Yes. An offer runs on a short countdown; if you let it go or reject it, it moves on to the next courier.
What if the customer isn’t home?
Call them from the app, then mark the attempt as failed with the reason and a photo. Our team decides whether to try again or return the parcel.
What if a parcel is damaged or lost?
Call support straight away. Thunder deals with the shop.
My app says it needs an update
Update Thunder from the App Store or Google Play. Versions that are too old stop working until they are updated.
Your account and data
How do I delete my account?
Tap Delete account in the Thunder app (merchants under More, couriers at the bottom of the home screen) or in Settings on the merchant dashboard. You can also ask on the delete-account page. Thunder deletes the account within 30 days, once nothing is left to settle.Delete account
Why does Thunder have my phone number and address?
The shop that sent your parcel gave them to us so we can deliver it and send you updates. We use them only for the delivery.Privacy policy
Is my location tracked when I’m not working?
No. The courier app shares your location only while you are online, and stops completely when you go offline.
Who sees my courier documents?
Only the Thunder staff who review applications and couriers. Documents are stored privately and are never shown to shops or customers.
Didn’t find your answer?
Our team in Sarajevo is happy to help.