Introduction
đĄ This process aims to provide you with the most important information needed to handle the correction of missing hours caused by insufficient shifts offered by Flink.
Guidelines & Policies
When do employees request payment for missing hours?Employees request payment for missing hours when they haven't been assigned enough shifts in the past month(s).
What does it mean when they have not received enough shifts? Legally, employees should receive the minimum hours specified in their contract, known as their contractual hours. If they did not receive it in a month, we are obliged to compensate for it.
Does the 3-month policy apply here?
Yes, if employees haven't made any claims for the affected month within the next 3 payroll cycles, we do not process the request and can reject it. For example, if they did not receive enough shifts according to their contractual hours in January and received less payment as a result, they must request it by the end of April. As per their contract, "§ 16 or § 17 Preclusion periods", 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.What are the two different types of payment requests due to insufficient shifts?
We've classified them as T3 and T4 cases.T3 cases: These are cases when employees request payment without mentioning law. All kinds of payment for insufficient shifts belong to T3
T4 cases: These are cases when employees request payment and also mention law/ legal aspects or threaten to involve their lawyer, go to court, etc..
When do we issue a payment correction for insufficient shifts?We issue a correction for all T4 cases, irrespective of availabilities.
However, for T3 cases, we prioritize checking if the employee has provided maximum availabilities on Quinyx before proceeding with the correction. If they have not provided any availabilities at all or only limited availabilities, we use the appropriate macro and reject the request.
How do we check availabilities?
As a standard practice, employees are expected to provide availabilities 50% more than their contractual hours. For instance, a Minijobber is required to provide availabilities for at least 2 days per week, while a full-time employee must provide availabilities for 5 days per week.
Availabilities are recorded on Quinyx in green as shown below:
We need to make sure to check how many days and hours of availabilities were provided. Sometimes, minijobbers provide availabilities for 2 days but 4 hours each day, which is not enough(not 50% more than contractual hours).
Do we keep records of ISS payout cases?
âEvery ISS payout request should be added to a sheet named "Escalated Cases - Germany (Watch List)." This helps prevent similar cases in the future and ensures regular shift assignments to these employees. The shifts team is responsible for assigning shifts to employees in the Watch List.
Terminated employees are not included in this list, so we don't add them to the Watch List.
We use a macro for the initial response before addressing Insufficient Shifts Payout requests. This approach ensures that employees don't anticipate immediate compensation for such cases. Instead, we wait at least one day to thoroughly analyze the case.
Step-by-step(detailed)
1. Open the ticket where the employee requests payment for missing hours in one or more months due to insufficient shifts received and make sure it's not a regular missing hours correction.
2. Check for similar tickets and merge them together to the last ticket created for the same issue. We have a column " Date of Last ISS Ticket" that needs to be filled out.
3. Apply the macro "DE > EN > Insufficient Shifts > First Reply Payment Correction" and keep the ticket On-hold/Awaiting Third Party Response for at least one day.
4. Verify if it's a T4 case. If confirmed, proceed as follows:
Start preparing a draft (see below).
If the result from calculation is zero or negative, there's no correction needed. Copy the draft and paste it to Zendesk after removing the first two sentences from the macro and inform the employee that they've met their contractual hours. Keep the payment breakdown, replacing missing hours with 0 in such cases. Tip: Learn how to prepare the draft below.
If the result is a positive number, issue payment correction for missing hours by adding it to HRT Payroll DE under column K, "Insufficient Working Hours".
Column L, "Insufficient Working Days," can be determined by dividing the missing hours by the hours per day. For example: If the missing hours are 20 and the employee has a 12-hour contract, the hours per day will be calculated as 12/5 = 2.4 (same as sick hour calculation). Then, Insufficient Working Days will be 20/2.4 = 8.33 (rounding up or down may be necessary).
Copy the draft and paste it to Zendesk.
Send it to the employee and resolve the issue.
Add the link to the draft as an internal note and make sure to share the draft with Flink.
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Add the employee to the Watch List by filling out all columns manually. If the employee has already been terminated, skip this part.
Fill the the entire row with blue colour for pickers and orange colour for riders. Ensure to insert a new row immediately adjacent to the existing blue entries when adding pickers.
5. If it's T3, check if the employee has provided enough availabilities on Quinyx.
6. If they have not provided enough availabilities or only limited availabilities, please apply the macro "Not Enough Availability - No Payment Correction: Only use for T3 Cases" and solve the ticket.
7. If they have provided enough availabilities, proceed to step 4.
Tip: Check previous interactions on Zendesk to see if the employee requested the removal of any assigned shifts by the Last Mile Operations or "shifts" team. These hours can be deducted from the final "missing hours" as we provided them enough hours and they decided not to work. In that case, please also include the ticket numbers related to shift deletion in the final response macro.
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How to Prepare a Draft for ISS Payout Case
Open Google Docs.
Start a new document by clicking on "Blank document".
Copy the employee ID and paste it into the document title to rename it and add their initials. For instance, if employee's name is Michael Schumacher and ID is 1234567, the name or title of the document will be 1234567 - MS.
Check the ticket and make sure it's the last ISS payout-related ticket created by the employee.
If it is, proceed to copy the ticket number. Otherwise, merge the tickets.
Paste the ticket number at the top of the new document and label it as "Ticket Number."
Go to the existing document MACROS.
Copy the first macro Payment Correction Macro and past it into the new document.
Include the employee's first name in the greeting.
Go to SAP and download the affected month's payslip.
Review the payslip to determine the number of worked hours reflected for that month.
Go to Quinyx and check employee metrics to find the scheduled hours and worked hours.
Insert the higher number of hours in place of XX (Scheduled/Worked Hours).
For example, consider scheduled hours of 30. If the actual worked hours exceed the scheduled hours, we prioritize the actual worked hours (>30 hours). However, if the employee punched out early, working only 28 hours, then we consider the scheduled hours instead.
Replace all XX with numbers. Nominal hours should be taken from Quinyx, while other hours such as sickness, vacation, and holiday should be taken from respective payslips. For example, in the case below, the Quinyx Nominal Hours is 88.
Perform a manual calculation using your calculator: Subtract all types of hours from Quinyx Nominal Hours to determine the missing hours.
Once you've identified the missing hours, the draft is complete and can be transferred to Zendesk.
Ensure that the calculations are accurate.
Save the draft and make sure to share the draft with Flink.
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Flowchart
Tools
Macros
DE > EN > Insufficient Shifts > First Reply Payment Correction
Payment Correction Macro (NOT on ZD)
Not Enough Availability Macro - No Payment Correction: Only use for T3 Cases (NOT on ZD)
Payment Correction Rejection for +3 Months in the past Macro (NOT on ZD)
Contact reason
Operations > Shift Planning > Insufficient shifts
FAQ
1. Should we issue a correction immediately for T4 cases?
A: Yes, if the employee mentions law, court, or lawyer, we need to issue a correction if they haven't met their contractual hours, regardless of whether availabilities are provided.
2. Is the three-month policy applicable for ISS payments?
A: Yes, especially for ISS, even if it's T4.