FAQ

Common partner questions. Short answers with links to the sections.

Access and roles

How do I give a dispatcher access, but not to tariffs?
Create an account with the dispatcher role in the partner staff. Admin sections (tariffs, finance) are not available to it. See Roles and Settings.

Can a whole shift use one account?
Technically yes, but it is not recommended: there is no accountability or audit trail. Personal logins are better.

A driver asks for access to the admin panel.
Do not give it. Drivers work only in the app; the partner manages them in Drivers.

Orders and dispatch

The driver didn't accept the order — where did it go?
With manual assignment the order stays with the dispatcher. Assign another driver or start auto-search. See Dispatch.

Why can't I assign a driver to a scheduled order?
It is too early before pickup. Wait for the assignment window or create the order with auto-assignment closer to the time.

Where do I find an order from a week ago?
In Orders, filter by date and number.

Tariffs and packages

We changed a price, but the app shows the old one.
Request a new estimate (recalculation). Orders already created keep their price. Check that the class is Active («Активен»). See Tariffs.

I can't delete a package.
Packages can usually only be edited (price / "for sale"). See Packages.

Finance

What is the 1% royalty?
In general terms, the platform commission on rides actually completed. Details are in the contract and invoices. See Finance.

Where is the franchise fee in the cabinet?
As a rule it is a contract term, not a daily operation in the interface. Payment questions go to the platform manager.

The invoice amount differs from the "now" tile.
An invoice covers a closed period; the live summary may include other slices or reference-only deductions. Use the invoice PDF.

Delivery and intercity

A courier doesn't receive deliveries.
Check the Delivery («Доставка») mode, the approval of the courier application and the parcel classes. See Delivery.

There is no "Intercity" item.
The module is not connected for the partner — request it from the platform. See Intercity.

App and support

Passengers don't see our city.
The city must be activated for the partner, and not all classes may be Hidden («Скрыт»).

Where do I report a cabinet problem?
Email info@tulpargo.kz. Include the time, the staff login (no password) and the order number.

Documentation

Is there a Kazakh / English version?
Yes: Қазақша and English are available. The language switcher is in the top menu.