š° In This Week's Issue:
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Weekly To Do's
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š² Rider Damage Reporting: One Week In, How Are We Doing?
Itās been exactly one week since we handed the keys of damage reporting over to our riders. The goal? Faster repairs, better-maintained bikes, and a more streamlined workflow for our Hub teams.
Weāre seeing some great initial traction, but to make this process truly "business as usual," we need a final push on adoption and education.
Reminder of how the Process Works
Riders will stay online while reporting and can now manage their assigned vehicles directly through a few simple steps:
View Status: Riders can see a vehicle's operational status and history as soon as it is assigned.
Report Directly: Click 'Report a damage' to select specific vehicle parts and damage categories.
Evidence & Details: Riders must include comments and a clear photo for every damage reported to help mechanics bring the right tools.
Physical Tagging: Once a damage is reported, the rider must place a red zip tie on the handlebar, even if the bike is still safe to ride.
Automatic Sync: All reports sync immediately to the Hub Portal for management and mechanics to see.
The Progress Report
The numbers show weāre off to a solid start, but there is still plenty of room to grow:
60% Adoption Rate: Since last Wednesday, 60% of all damages are being reported via the app. This is great, but we want to see that number climb toward 100%.
19% Education Completion: Only 19% of riders have finished the Edume Guide. This is our biggest bottleneck, riders need to know how to report correctly to ensure mechanics have the right info.
Focus Areas for Hub Leadership
Please focus on these three levers this week:
The Edume Push: Check in with your riders during shift starts. Ensure they navigate to the Training section of the WF App to complete the Rider Damage Reporting guide.
Checking completion: Use the WF Onboarding & Training Tracker to see who still needs to complete
Red Zip Tie Discipline: This is our visual cue. Ensure red zip ties are easily accessible and that riders are physically tagging bikes, even if they are still rideable.
Manual Verification: During standard bike checks, Hub leads should verify that reported damages match the app and manually add anything the rider might have missed.
Quick Links & Reminders
Supply Check: Need more red zip ties? Re-order the 100pc packs via Coupa.
Deep Dive: Review the [Detailed Slide Deck Here] for a refresher on the workflow.
Bottom Line: The faster our riders report, the faster our mechanics fix, and the more bikes we have on the road. Letās get those Edume completion rates up!
š¦ Promo this & next week
Please familiarise yourself with the file to be prepared for a higher demand for these SKUs!
Here you find the file detailing the products on promotion: Promos for Hubs
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Key updates you can't miss
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āļø Customer Feedback Updates
No more resolution options during feedback
You will only need to click āacknowledgeā rather than choose a reason for rider feedback and order issues. This won't change for Inventory Return Task.
Additional information: Ongoing fraud investigations & Redelivery
We now inform you when there is already a Fraud investigation ongoing so you donāt need to report those cases.
We show you that we know when the order is being re-delivered so that you donāt need to waste time mentioning it.
š”ļø Flink Fraud SOP
As many of you make great use of the reporting function in the dashboard to flag potential fraud, we want to give you some background information on how we handle fraud at Flink, and how you can best support.
How do we identify fraud?
While our fraud prevention algorithm handles the majority of cases by analyzing refund patterns and customer history, your local insights are the missing piece of the puzzle that raw data cannot always capture.
Our Philosophy: Trust First
Our primary goal is to maintain long-term customer relationships. We operate under a "Trust by Default" principle: in any case of doubt, we trust the customer. We must give them the benefit of the doubt, especially when there are no past occurrences or when operational errors (like a rider delivering a stacked order to the wrong door) might have occurred.
High-Value Commenting: How You Can Help
To help the Fraud Team act quickly, your comments in the portal should provide unique context that isn't already visible on their screens.
Key Guidelines:
Be 100% Certain: Only flag cases where you are absolutely sure fraud is occurring.
Avoid Redundancy: Do not use generic phrases like āfraud,ā āsuspicious,ā or ādon't refundā.
Add Unique Context: Focus on details the Fraud Team can't see, such as:
Invalid Evidence: The photo provided is black, empty, or shows a different product (e.g., store brand vs. premium).
Manipulation: The photo has been clearly edited or appears AI-generated.
Recycled Proof: Identifying that the exact same photo (e.g., of a broken egg) was used in a refund request weeks ago.
Account Linkage: Spotting that multiple accounts at the same address are using the same delivery notes.
Resources
For a deeper dive into these examples and the full process, please review the complete deck here: [Link to Fraud SOP Slide Deck]
Workforce Updates
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Due to teamās unplanned absences, weāre currently experiencing longer reply times this week. Thank you for your understanding while we work through the queue and inform employees not to create duplicates as we are working on tickets best with current resources.
šØ Escalations ā Important Reminders
Please escalate urgent cases only
Always include the Zendesk ticket ID
š¢ Enrolment Certificates Update
We are missing 461 employees' Summer semester enrollment 2026 certificates (expires 28.02.2026).
Deadline: Upload of the SoSe 26 matriculation certificate is due by February 11, 2026.
Matriculation certificates expiring March 2026 recollection started on February 4, 2026. Currently, we are missing 2689 documents expiring at the end of March.
š Action required:
Check your Cluster Sheets.
Remind employees to upload their certificates via the Fountain link already sent to them recently, immediately they receive documents.
ā±ļø Processing time: Please note that ZenDesk requests take up to 4 working days to be processed and it is best for employees to submit documents via the Fountain links.
Metric | Workforce Support & WebHelp |
Solved WK6 | 938 |
Updated with comments | 1113 |
Full Resolution | 60 hours |
Open Tickets (new/untouched) | 382 |
Conservative waiting time estimation for Employees | 24 Hours |
Conservative waiting time estimation for Hub Managers Escalations | 24 Hours |
 | Shelf Changes & Delistings |
You will find hub specific list in this google drive folder. Please ensure that all affected items are properly outbounded to keep our shelves accurate and organized. šŖ
Important: Please use the hubās goflink account to access the link. Access requests from private email addresses will be declined.
The changes will go live tonight between 01:00 and 07:00. Please reorder the products tonight or tomorrow morning. Be careful to only follow the file with your exact hub name and code.