Guidelines & Policies
As of April 1 Equipment is ordered by the Rider via their Rider app. A summer bundle is made available for them to order in April and the Winter bundle is made available to them in October. WFS has access to Airtable where we can see the DHL order tracking and can see if the Rider has placed an order and if it has arrived at their hub.
Ops Associates do not order via the Rider app. They receive their equipment directly from their Hub Manager.
The Summer Bundle contains a jacket and 3 T-shirts. The material of the Summer jacket by nature is not breathable to maintain water resistance, but there are underarm ventilation zippers for breathability.
The Riders have a €50 deposit taken out of their first pay to cover the equipment. This is then returned to them when they leave Flink as long as they return their jacket. Other items they can keep.
What do we do if the employee doesn’t receive their equipment after ordering?
Recommend the employee to contact their hub manager for tracking and all information regarding the whereabouts of the rider equipment and gear.
What do we do if the employee receives the wrong size equipment?
Hub Manager should store them and order again for the rider the right size
What if the employee needs replacement equipment?
Hubs should have enough spare equipment from the returns when riders leave the company to “cover” for replacement.
Hub managers can only order bundles and not single items
What do we do if the employee wants to cancel their order?
This cannot be done (all employees should receive equipment)
Where can the document be found, if we need to check if they signed/if employees are unsure where to sign it?
In general, it was only a one-time send-out, and for all new joiners we added the info to the onboarding material/contract
What if the employee did not sign the document? Will the deposit still be deducted?
Yes we deduct anyone who actively orders equipment
Are all new employees asked to sign this document when they start working with us?
Yes they are
What if the employee requests their equipment deposit back after more than 3 months?
If the employee is raising their first request for a deposit refund after more than 3 months since the return, they are not entitled to a refund according to their contract.
According to employees’ contracts: “§ 17 Preclusion periods: 1. Claims arising from the employment relationship must be asserted in text form against the other contractual party within three months of the end of the due month. Claims that are not asserted within this period shall expire”
Edge case: There may be instances when no deposit was deducted upon receipt of equipment. The employee is not entitled to a deposit refund payment in these cases.
Instance - Ticket #1216402:
An employee joins Flink in December and orders equipment in December. But, they decided to leave Flink in January even before they received their equipment. No deposit is deducted and therefore, there is no refund eligibility for the employee.
The Workforce support team does not handle any queries related to Hub equipment (e-bikes, chargers, bags, and so on). For cases like that the employee should reach out to their hub manager and the manager can report this feedback.
Step-by-Step
Case 1: General Process
The hub employee returns the equipment to the hub manager
The Hub manager updates the information on the hub dashboard
Based on the approval, the payroll team processes refunds of deposits (if a deposit was deducted when the employee received their equipment)
In this case, the WFS is not involved and the employee receives the refund without any issues.
Case 2: Employee contacts WFS for missing refund
The hub employee contacts WFS requesting a refund of the deposit for their equipment return.
WFS way forward:
If the employee has not provided the month of return information, check with the employee regarding the month of return of the equipment
Based on the month of return, you can check the employee's following month's payslips on SAP SF to confirm any payments already made.
If the employee has already been paid, could you let the employee know that they have already been paid and send the payslip showing the payment as a reference?
If the employee has not been paid in the following payslips and the employee has raised their first request for a deposit refund after three months from the “month of return”, the employee is not eligible for payment corrections as per the contract stated here.
§ 17 Preclusion periods: 1. Claims arising from the employment relationship must be asserted in text form against the other contractual party within three months of the end of the due month. Claims that are not asserted within this period shall expire.
If the employee has not been paid in the following month’s payslips and is within 3 months from the “month of return”, ****proceed with the next steps
Based on the month of return information, Macro → "DE > EN > WFS to HM > Equipment Deposit Return”
Once you click the macro, it automatically sets your ticket to "On-hold/ Awaiting Third Party Response” and opens a side conversation on Slack to #de-wfs-requests-hubs.
In the side conversation, you will need to fill out the following information:
“Hub Manager (Slack user name)”- Information available on De_Hub Overview_Contact File, column AH.
“Hub”- Information is available in the De_Hub Overview_Contact File, column D.
“Zendesk ticket #”- Information available at the top of your ticket
"Employee name”- Information available in the ticket
"Employee ID”- Information available in the ticket
"Comments”- Use the pre-filled text and update the month based on the month of return information. You can also ask the manager "If returned, please mark it on the hub dashboard for payment processing”
Click "send”. The hub manager will be notified on the Slack channel.
Once the side conversation is sent, you can click on “Submit as On-hold/Awaiting Third Party Response”
The employee will be notified to wait for the HM confirmation. The HM is notified to confirm the receipt of the equipment in the Slack channel
Leave a detailed internal note
Scenario 1: Hub Manager replies confirming the receipt of equipment in the side conversation
You will receive an update from the side conversation in the ticket
If the employee has returned the equipment in the same month(after the payroll cut) and the HM has confirmed the receipt of the equipment- Inform the employee that the refund for the equipment deposit will be included in the upcoming payroll cycle.
If the employee has returned the equipment in the previous payroll cycles and the HM has confirmed the receipt of the equipment-
Update the equipment return on HR Tracker Corrections → Missing One-Time Payments and use Type of Payment = Deposit Refund(column F)
Add the "Date”, "WFS Agent”, "Staff Number”, "Correction dare”(the month and year of return), Payroll ID (SAP ID), "Equipment deposit” (Column G: “50 Euro”), and "Zendesk ticket”.
Once the HR tracker is updated- Inform the employee that the refund for the equipment deposit will be included in the upcoming payroll cycle and mark the ticket as SOLVED
Scenario 2: Hub Manager replies stating no equipment was received in the side conversation
You receive an update from the side conversation in the ticket
Once the hub manager states that no equipment was received, please let the employee know that we do not have any confirmation of receipt and that they have to contact their hub manager for further assistance and mark the ticket as SOLVED
Scenario 3: The Hub Manager does not respond
You can also message the HM directly via Slack. Please ask them to check the Side Conversation or if they confirm in Slack, take a screenshot of the confirmation. If this still does not work, escalate the Ticket to your Lead.
Based on the confirmation or rejection, you can follow Scenario 1 and/ or Scenario 2.
Flowchart
Tools
Zendesk - To reply to the employee
SAP - To find the employee and verify their identity
De_Hub Overview_Contact File - To identify hub and hub manager information for the side conversation
Macros
Macro name | Description |
DE > EN > Equipment Deposit Unaware/Disagrees | Rider has had the deposit taken but didn't sign the document or wasn't aware |
DE > EN > Equipment Deposit Refusal (friendly approach) | The rider raises a ticket refusing the 50 EUR rider equipment deposit |
DE > EN > Equipment Deposit Refusal (stronger approach) | The rider raises a ticket refusing the 50 EUR rider equipment deposit. We have sent the 'friendly approach' macro and they are still refusing |
DE > EN > Equipment Deposit Document Resend | Rider didn’t receive/couldn’t sign the document for the deposit |
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Contact reasons
Contact Reason | Description |
Deposit refusal | Employee doesn’t want to pay the equipment deposit |
Equipment Deposit | Employee has questions about the equipment deposit |