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Tipping Corrections

Guidelines & Policies

Since December 2021 Riders have been able to receive online tips for deliveries they make. The total tipped amount is shown in their Rider App account.
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  • How can the employee see their tips?

    Riders can receive online tips for orders they make. The total tipped amount is shown in their Rider App account. Riders will receive a separate bank transfer for their tips. The amount will usually be transferred to their bank account one day before the payroll run on the 5th of the month. An example is shown below;

  • Consumer App - Tipping page

    Screenshot 2024-02-27 at 13.22.31.png

  • Rider App - Tipping page

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The tipped amount will be shown on their payslips under the Nettolohn (Net amount), see below;

Screenshot 2024-02-27 at 13.23.50.png

Tips are tax-free and are paid as a separate bank transfer on or around the 6th of every month.

  • When will the employee receive their tips?

    Riders will receive a separate bank transfer for their tips. The amount will usually be transferred to their bank account one day before the payroll run on the 5th of the month.

  • Why are the employee’s tips not paid?

    Riders may use a different email address on their Rider App account compared to their SF account which can lead to their tips not being paid.

  • If I make a correction to an employee's tips, when will the mistake be corrected?

    Payroll pays the tips corrections from the HR- Tracker Payroll DE sheet -> Missing One-Time Payments -> Tips. They have agreed to try and make these corrections payments every 2 weeks.

  • I can’t find the employee in SAP, why is that?

    They may contact us on this different email address. Even if we cannot find them in SF using this email address it does not mean they do not have a legitimate claim to be paid for their missing tips. Use the macro DE >EN > Not registered email address and reply to the employee on ZD

Any tipping questions related to the Rider App, Rider ID, or the Missing Tips spreadsheet can be flagged in the workforce slack channel.

Step-by-Step

For Active Employees

Please note that Tips are issued separately from the rest of the salary. Riders will receive two different transfers and often are not aware of this.

  1. Receive a ticket from an employee claiming they did not receive tips or the amount is incorrect.

  2. Copy and paste the email to SAP download the payslip for the affected month and go to compensation.

    Screenshot 2024-02-27 at 13.26.29.png

  3. Check if tips are reflected in payslip. It will appear under Trinkgeld.

    Screenshot 2024-02-27 at 13.27.15.png

  4. Open the Tipping Review sheet for the affected month from the T2 Shared Drive Folder and check for the employee's entry. The amounts must concur.

    Screenshot 2024-02-27 at 13.27.23.png

  5. If the amounts are not the same, or tips are confirmed in the sheet but are missing in the payslip, please issue a correction in the HR- Tracker Payroll DE sheet -> Missing One-Time Payments -> Tips comment.

  6. Go back to the ticket and apply Macro DE > EN > [PAYMENT] correction (general). Remember to fill out the gaps.

  7. If the Tick Box is the Tipping Sheet is not confirmed, there may be an issue with the compensation. In this case, we would need to ask for more information. Open up a side channel with WFS. If no one in the team has further information, we then create a side channel Payroll.

    Screenshot 2024-03-18 at 16.49.50.png

  8. If the employee does not appear in the general Tips Tab (Flink Riders CSV) search for them in the Unmapped Tab. If they appear in this tab and their check box is ticked, the compensation should have already been issued. Ask employee to wait for a couple days. If the employee then comes back, flag case to WFS Channel.

If the employee’s check box is not ticked, flag this to the WFS Channel or alternatively to Payroll channel (Zendesk Side Conversation).

  1. Go back to ticket and reply with ‘ We are currently working on your request and will get back to you as soon as possible;. Put ticket On Hold until we receive further instructions to proceed.

For Ex Employees

Please check the date the request was made and the date of the incident. If the issue is older than 3 months, we are not bounded to issue a correction.

Alternatively, we will follow the same steps as for active employees.

For External Riders

Zenjobbers: These requests will normally come from Hub Manager. We will have to verify the External Rider’s email in the Tipping Overview Sheet - Zenjob-Email tab.

Screenshot 2024-02-27 at 13.27.34.png

Flowchart of the Process :

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Tools

Zendesk - the employee will raise a ticket here regarding their missing tips

  • SAP - to check employee information [email verification], their payslip, and to check if their Rider ID has been correctly mapped

  • Tipping Overview Sheet for the relevant month - to search for employees missing tips in the ‘Unmapped tab’.

  • HR Tracker Corrections- to enter the missing tips

Macros

Macro name

Description

DE > EN > [PAYMENT] correction (general)

Contact reasons

Contact Reason

Description

Payroll > Clarification > Tips

To explain how Tips are issued

Payroll > Payments > Partial Payment

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