Guidelines & Policies
This procedure aims to clarify how to process when an employee reaches out to WFS with queries about their voucher code. This standard applies to Riders and Ops Associates (Plus).
Always check if the email of the employee can be found in SF. We should
If an employee can be found on SAP SF but has a different email registered, change the requester and apply the registered email when replying to the ticket while notifying the employee to use the registered email when contacting WFS.
If the email is not found, use the macro DE > EN > Not registered email address and solve the ticket. If the ticket is from a non-registered employee, you can tell them that the registered employee must contact us via the form.
Always check the "Little Man" icon on Zendesk to make sure there are no similar tickets to merge or if the request has already been answered in another ticket. Previous tickets can also be used to gather information.
Every employee gets a voucher code of 20% for working with Flink. This code can be used for a discount when they make an order with Flink and can be used until they leave the company. The code becomes obsolete once they have left Flink.
Only one code per employee.
Employees will receive their code after completing their 3 shifts. If they lose this code or did not receive it, they can request it in the form.
All voucher codes are updated on the voucher code sheet.
Step-by-Step
⚠️ Voucher codes are automatically displayed in the Flink Shopping App checkout as long as the employee is using the same email address as used to apply.
We received a ticket from an employee saying they can not see their voucher code.
First, we send macro DE > EN > Voucher how to.
If the employee still comes back, we then send macro DE > EN > New voucher code process.
If the problem persists, we then create a side channel with the Voucher Code Issues and explain the problem and all the Employee's info (Email, Badge, full name, and Warehouse). Put the ticket on Hold with a message saying we are further looking into the case and will get back soon.
5. Update the employee with what the voucher team replies and mark the ticket as Pending/ Awaiting Employee Response
Flowchart
Tools
Zendesk: We will receive the employee's request via ticket. We may also need to create a side conversation with the Voucher team.
SAP: We need to verify the employee's information and e-mail to check they are still active.
Macros
Macro name | Description |
DE > EN > New voucher code process | To inform employees of the new Voucher process. |
DE > DE > Voucher how to |
The employee has questions about their personal voucher code.
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Contact reasons
Contact Reason | Description |
Services > Voucher > Not working |
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Services > Voucher > General questions |
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Services > Voucher > Not Received |
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