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Broken Phones 2.0

This page aims to clarify everything you need to know about the Broken Phones process; General policies, how to review an invoice, the steps needed to approve or reject a broken phone request and how to check if the employee was reimbursed for their broken phone.

Guidelines & Policies

  • Eligibility for Reimbursement:

    • Hub employees are eligible to request reimbursement for repair bills if their phone breaks during working hours while performing work-related tasks.

  • Submission Requirements:

    • Requests for reimbursement must be accompanied by a valid repair receipt from a credible shop or service.

    • Cost Estimates are not valid for reimbursement.

    • Both internal and external employees may apply for reimbursement.

  • Approval Process:

    • All reimbursement requests must be approved by the respective Hub Managers.

    • Requests exceeding €500 require approval from both the Hub Manager and Area Manager.

  • Duplicate Ticket Check:

    • Prior to processing reimbursement requests, staff members must ensure there are no duplicate tickets on ZenDesk via the "Little Man".

  • Phone Purchase Reimbursement Policy:

    • Flink does not reimburse for the purchase of a phone; only repair costs are eligible for reimbursement.

    • In cases where the phone is deemed irreparable, employees must provide documented proof from a credible repair shop or service.

    • Tickets involving irreparable phones are subject to case-by-case evaluation and require approval from both the Hub Manager and Cluster Lead.

  • Email Verification Protocol:

    • Before responding to emails, staff should verify if the sender's email address is registered in SAP. Emails from unregistered addresses should not be answered.

Step-by-Step Guidelines

Outline:

a. Invoice Inspection

b. Document verification
c. Shift confirmation

d. Reimbursement Processing

e. Handling multiple claims from the same employee

f. Slack communication

g. Approval Process

h. Rejection Process

i. Checking the payment

  1. Accessing Zendesk:

    1. Navigate to the "New/Unassigned" view on Zendesk.

    2. Use the play function.

  2. Ticket Evaluation:

    1. Review the ticket content to understand the nature of the request:

    2. Click on the "Little Man" icon to check for duplicate tickets from the same employee.

    3. If duplicates exist, merge the new ticket into the original one.
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  3. Invoice Inspection:

    1. Examine the invoice submitted by the employee.
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    2. If any information is missing or if a cost estimate is provided, do not approve the request.

    3. Send the macro "DE > EN > BP - no invoice" to resolve the ticket.
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  4. Document Verification:

    1. Check the provided document for authenticity

    2. Verify if it is an invoice.

    3. Ensure the invoice date is after the employee's phone breaking incident date.

    4. Confirm the employee's name is displayed.

    5. Look for the shop's stamp or other verifiable information.

    Cost Estimate: Must be rejected.

    ______________________________________________________Proper Repair Invoice: This can be processed and approved.

  5. Shift Confirmation:

    1. Check the employee's shift schedule in Quinyx

    2. Access Quinyx > Schedule tab > select the relevant hub > apply the employee's ID filter.

    3. If the employee did not have a shift on the day of the reported phone breakage, reject the request.

    4. Adjust the "DE > EN > BP - no invoice" macro accordingly and solve the ticket.
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  6. Reimbursement Processing:

    1. Navigate to the "Broken Phones" sheet and choose the appropriate tab based on reimbursement amount and case type.

    2. Complete all necessary fields in the spreadsheet on the next empty row.

  7. Handling Multiple Claims from the same employee:

    1. If the employee has made previous claims, their ID number will appear in red on the sheet, indicating multiple entries.

    2. Move the entry to the "Legal and Country Ops" tab and process accordingly.
      ​(More steps below for repetitive cases)

  8. Slack Communication:

    1. Return to Zendesk and select the macro "Broken Phone request received."
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    2. Fill in all details in the Slack side conversation, including Hub Manager and Cluster Lead information from the SSC - Hub Contact Sheet.
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    3. If the case is less than €500, do not tag the Cluster Lead unless it exceeds this amount or is a repetitive case.

    4. If It's a repetitive case, then please make sure to clarify that in the Slack side conversations "Comments" section for both the Hub Manager and Cluster Lead.
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      1. In the "Comments" section, make sure to include all the important details (ie. previous reimbursement case amount, date, and other important and relevant info) from the previous case/cases.
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    5. Once all information is filled, send the request.
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  9. Approval Process:

    1. Put the ticket on hold and await a third-party response.

    2. Upon receiving approval from the Hub Manager via Slack, update the "Broken Phones" sheet accordingly (Depending on the tab, adjust the "HM Approved" and or also the "CL Approved" column)
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    3. Use the "BP approved" macro to respond to the employee.
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  10. Rejection Process:

    1. If the Hub Manager/Cluster Lead rejects the request or any other steps or criteria are not met, then update the "Broken Phones" sheet accordingly.

    2. Respond to the employee using the "BP rejection" macro.
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  11. Internal Note:
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    1. Remember to always add a mandatory and relevant internal note.

Actual Payments

  1. SAP:

    1. Once the broken phone payment is paid out, it appears under the "One Time Payments" section of their SAP profile.
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    2. Payslip:

      1. The payment is paid as a taxable amount, which means that we pay the actual amount and also the taxable amount.
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Flowchart

Broken Phones.png

Tools

  • Zendesk: Ticket management and employee communication.

  • SAP: Employee verification and identity confirmation.

  • Quinyx: Shift schedule confirmation.

  • BP Sheet: Document management for reimbursement processing.

  • Slack: Communication platform for internal discussions and notifications.

  • SSC - Hub Contact Sheet: Repository of Hub Manager and Cluster Lead contact information.

Macros

Macro name

Description

BP request good to process

Macro to confirm that we have received the broken phone request and forwarded it accordingly.

BP - no invoice

The employee has not attached the invoice required to process their case. We ask them to send the invoice

BP approved

Used to reply to let the employee know that their broken phone reimbursements have been approved

BP Rejection - HM REJECTED

Used to reply to let the employee know that their broken phone reimbursements have been rejected by their HM.

BP rejection - PURCHASE NEW PHONE

The employee has only attached the purchase receipt and not the repair invoice required to process their case. We ask them to send the invoice

BP UPDATE - DELAY ON OUR SIDE

Used to assure employee that we are still working on their request

BP UPDATE - DELAY ON OUR SIDE MORE THAN 500 euros

Used to assure employee that we are still working on their request - used for requests larger than 500 euro

Contact reasons

Contact Reason

Description

General Question

The employee has general questions about the process regarding broken phones or when they will receive an update etc.

Request

An employee is reaching out because their phone is broken due to their work with Flink

Missing payment

The employee has not received their reimbursement for their broken phone request yet.

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