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Missing hours Correction

Workforce Support Team

Workforce Support Team

SOP-DE-WFS Missing Hours Correction - Workforce One

Number of Reviews: 1

Approvers: Luna

Date of Review: 23/07/2024

INTRODUCTION

💡 This card aims to provide you with the most important information needed to handle the correction of missing hours and answer questions from employees. For a detailed guide on how to handle missing hours requests go to the step-by-step

Guidelines & Policies

  • How do employees punch in and out of shifts? And when are they paid?

    Employees use the Quinyx app to punch in and out of their shifts. Their worked hours for the month are then paid to them on the 6th of the following month based on the shifts worked between punch-ins and punch-outs.

  • What is the reason an employee wasn’t paid for all their hours?

    1. Missing punch out for breaks; Employees should punch out for a 30-minute break after 6 hours and a 45-minute break after 9 hours. The issue could be that the employee did not punch out for breaks, and as a result, 30 minutes have been deducted manually for every shift they worked that exceeded 6.5 hours without a break. Note: Shifts between 6 and 6.5 hours w/o a break are not taken into account for this deduction. You can check how many hours were deducted for breaks in the column 'deducted breaks’ in the payroll sheet.

    2. Extra shifts not added in Quinyx; If the employee's hub manager has not added their extra shifts in Quinyx this will not be calculated. In this case, we kindly ask the employee to reach out to their HM to add the missing shifts, so we can issue a payment correction

☝ Make use of the macro “Missing hours due to punch or shifts missing” to ask the employee to reach out to their HM to correct the missing punches/shifts.

    1. The employee had issues with Quinyx; If the employee is not able to punch their hours correctly due to issues with Quinyx or various other reasons, they may not be paid correctly. Workforce Support can issue corrections payments after investigating the problem.

    2. The employee forgot to punch out: At the start and end of every shift, and for breaks, the employee is supposed to punch in and punch out. If an employee forgets to punch out before leaving for the day, the punch remains open with a missing punch out. The worked hours keep going on until the shift has reached a limit before which it is automatically punched out. Therefore, the employee's hours mentioned on their Quinyx are not their worked hours. This can be seen by identifying the length of shift assigned against the worked shift.

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Step-by-Step

How do I check if the employee is missing hours?

  1. Zendesk: Click the icon of the "Little person" on Zendesk to check if the employee sent another ticket with the same request. If yes: Merge the new ticket into the old ticket.

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  2. SAP: Check the email address of the employee on SAP to verify the employee's identity. If the email is not found: Use the macro “Not registered email”, choose the correct contact reason, and solve the ticket.

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3. SAP: Click on 'Compensation' and then 'Payslips’

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4. Find the payslip for the relevant month and click to open

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5. Open the relevant month’s payroll file in the T2 Shared Drive

6. Go to the 'Master Payroll' tab, and search for the employee using their ID number.

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7. Highlight the row that the employee is on and scroll right → to check the amount in the column 'payment_1200_hours’

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8. Now, go to the “Dynamic payroll tab” in the same sheet.

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!The sheet will automatically start searching for the same ID number

9. Once found, highlight the row again and once again scroll across to the 'payment hours' column.

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10. Compare the amount in the Dynamic Payroll tab with the ones in the Master Payroll tab. If more hours are showing, we need to make a correction. Open the HR- Tracker Payroll DE sheet and make the corrections.

If the amount matches then there are no missing hours, it is safe to say that the calculation is correct. However, there might have been a Special tasks Shift or an extraordinary shift that Payroll did not count. Please manually check their Quinyx.

Scenario 1: More hours are showing in the Dynamic Payroll tab than in the Master Payroll tab

    1. Check if the employee forgot to punch out for breaks in the column “deducted break”

      Screenshot_2022-11-03_at_13.01.52.png

      Acc. to German law the employee should have 30 min. break if they worked more than 6 hours. If the deducted break column value is greater than 0 and accommodates the missing hours on the payslip, reply to the employee using the macro DE > EN > Missing hours due to 30 min break on Quinyx

    2. If the deducted break column value equals 0, check the Dynamic Payroll tab. The difference between the worked hours on the Dynamic Payroll tab and the payslip is the missing hours.

    3. If there is a deviation with Quinyx and/ or Dynamic Payroll tab having more hours than the employee's payslip, add the correction in the HR Tracker Payroll DE -> Missing hours tab

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    4. Start filling in the data in the relevant fields

      Screenshot 2024-05-29 at 13.10.17.png

    5. Choose the applicable payroll ID(SAP ID) and payroll correction date that the payment correction belongs to

      Screenshot 2024-05-29 at 13.11.18.png

    6. Add in the amount of missing hours.

      Screenshot 2024-05-29 at 13.12.19.png

    7. Add the ZD ticket number & add a WFS comment as, 'less hours on payslip than in Quinyx'

      Screenshot 2024-05-29 at 13.13.43.png

    8. Go back to Zendesk and make use of the macro 'Correction confirmation (missing hours)’- modify the macro accordingly

    9. Select an “Assignee” (take the ticket) on the left side tab and check the contact reason. Make sure it is on the correct CR- in this case "Hours Miscalculated" as per the image

      Screenshot 2024-05-29 at 13.14.51.png

    10. Choose “stay on ticket”, submit the ticket as “SOLVED” add an internal note, and submit again:

      Screenshot 2024-05-29 at 13.15.45.png

  2. Scenario 2: The Dynamic Payroll tab and the Master Payroll tab show the same amount of hours

    1. Check the payslip. The hours mentioned by an employee on ZD should also match the payslip.

    2. Check Quinyx and the DE- *Month* Payroll sheet to ensure the hours are the same on Quinyx, and Dynamic payroll, as the payslip.

    3. If this is the case then navigate back to Zendesk and choose the 'Payslip Breakdown Clarification' macro

      • Edit the macro appropriately and respond to the employee

      • Select an “Assignee” (take the ticket) on the left side tab, check the contact reason, choose “stay on the ticket”, submit the ticket as “SOLVED” add an internal note, and submit again:

        Screenshot 2024-05-29 at 13.15.45.png

Clarifications

For clarification regarding missing hours:

  1. In case of clarifications, reach out to Workforce support for additional support from peers using the side conversation (SLACK)

  2. If confident about miscalculated hours, the HR Tracker can be directly updated. For further clarification, the Hub Payroll team can be contacted via side ticket using the macro WFS > Hub Payroll > Wrong payments (TICKET)

  3. For clarifications regarding shifts on Quinyx, you can start a side conversation to discuss the shifts with collab-rider-care-operations (SLACK)

Always remember to contact WFS first for assistance on cases that can be handled within the team before reaching out to other teams

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Remember! Common issues why an employee may not be paid correctly:

- Special tasks: Employee is asked to work punctual warehouse tasks that have not been added to Quinyx yet.

- Sunday hours: Employees may be asked to work on a Sunday.

- Nightshift: This only applies to Saturday hours from 10 pm to 12 pm. Any time after midnight on Saturday may also bleed into Sunday hours.

- Rider worked as an Ops Associate and vice versa.

- Issues with Quinyx: If the employee is not able to punch their hours correctly due to issues with Quinyx or various other reasons.

Flowchart

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Tools

  • Zendesk - to answer the employee

  • SAP - to find and verify the employee Payslip

  • Quinyx - to check the punches and Shifts

  • T2 Shared Drive - for the month's payroll file

Macros

Macro name

Description

[PAYROLL] Correction confirmation (Missing Hours) - EN

Used when we issue a correction for missing hours

DE > EN > Missing hours due to punch or shifts missing

If an employee is working, but the hours are not connected to a shift, or the punch is not connected to the shift, there will be fewer hours counted on the payslip. Hub managers need to fix it, after that, we will be able to issue a payment correction

DE > EN > Missing hours due to 30 min break on Quinyx

If a shift lasts more than 6.15 min, Quinyx will automatically deduct 30 min

WFS > Hub Payroll > Wrong payments

To contact Hub Payroll for clarifications regarding missing hours payments

Contact reasons

Contact Reason

Description

Multiple corrections

The employee is contacting us to request a correction of their salary, such as they have not received their salary for this month.

Partial Payment

The employee is contacting us because they have only received a part of their salary for this month

Wrong Hourly Pay

The employee is reaching out to understand their hourly pay because they believe they have not received the right amount of money for every hour worked.

Hours Miscalculated

The employee is reaching out to understand their recorded hours, because they think their hours have not been counted correctly.

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