In This Week's Issue:
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Weekly To Do's
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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
Battery Survey for Smartvelo only
Please fill the form by Friday EOD.
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Key updates you can't miss
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Rider Cancellations - Going live this Wednesday
Hi all, starting Wednesday this week we will remove the Hub Approval Flow for orders reported as delivery not possible by the riders. This means riders will be able to cancel orders directly themselves.
Why? We still see a high number of customer contacts for ‘did not receive my order’ due to an avg 30min delay between the rider trying to deliver an order, and the actual order cancellation.
What’s going to change?
When a rider reports a failed delivery in the WF App, the button now appears as “Cancel order” (instead of “Delivery not possible”). Once confirmed, the order will be cancelled automatically.
Once an order is marked cancelled, do not attempt redelivery (customer was already refunded - redelivery would mean we lose the money).
Riders must follow the SOP in trying to reach the customer before cancelling the order.
Hub leadership to monitor rider compliance and cancellation rates.
Riders will be held accountable for their cancellations.
Rider SOP
You can find a new (scroll down to Rider Cancellations) which shows you cancelled orders of the last two weeks, including the rider ID, cancellation reason, and whether the rider followed the Standard Operating Procedure (SOP).
The SOP is followed up all following conditions are met:
At customer time is at least 5 minutes.
The rider attempted to call the customer at least twice through the WF App
The call duration of at least two calls are 30 seconds or more.
Link to Rider Cancellations Dashboard: here
A Mandatory Edume training will be sent to riders Wednesday. Please make sure everyone completes it; completion will be added to the dashboard.
👉🏽For more information see here.
⚠️ Ongoing System Issues – Update
Since Monday morning, we’ve been experiencing a service incident affecting multiple systems. Here’s what we’ve observed so far:
Current Issues:
Order statuses not displaying correctly on the dashboard
Orders getting stuck in “packing” status more often
Dashboard showing 2 OAs picking the same order
Duplicate orders being placed by single customers
Stock level updates are delayed on the consumer app
HubOne Order Notifications:
The issue where Zebras do not ring for new orders, even when the “+1 picker needed” indicator appears, is happening more frequently.
Temporary Workaround:
If your Zebra stops ringing for new orders:
Clear Google Chrome storage via device settings (note: clearing cache alone won’t fix this).
If the issue continues, manually scan orders from the dashboard.
Our tech team is actively working on fixes for all issues. We’ll keep you updated as soon as everything is resolved.
Delivery Check-In Status in Order Assignment
Delivery Check-In will be excluded from Picking. OAs, who perform Delivery Check-In will be completely excluded from Picking in the OA Order Assignment. The exclusion happens automatically - you don’t need to exclude the employee manually.
🔄 Process Update: Unexpected Terminations
Over the past two months, Hub Managers have been using the "Unexpected Termination" workflow in Slack to request replacements when employees leave unexpectedly. While this process allowed for quick communication, it also created challenges — including inconsistent reporting, delays in replacement hiring, and significant manual work.
To simplify and speed up the process, we’re moving to a data-driven, automated approach:
Automatic tracking: As soon as a termination is registered in the system, the hours will automatically be added to our hiring targets.
No manual requests needed: Hub Managers no longer need to submit a Slack request for replacement hours.
Faster replacement & reduced workload: This update removes over 280 manual requests per month, saving time while ensuring smoother coverage and faster rehiring.
The "Unexpected Termination" workflow in the #fountain_local_help Slack channel is deactivated.
➡️ Need urgent support?
Hub Managers can now use the new "Hiring Support Request" workflow in the same channel (#fountain_local_help) for any urgent hiring-related issues that require immediate attention.
Workforce Updates
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Metric | Workforce Support & WebHelp |
Solved W36 | 1339 |
Updated with comments | 1437 |
Full Resolution | 69.9 hours |
Open Tickets (new/untouched) | 587 |
Conservative waiting time estimation for Employees (Hrs) | 2 days 4 hours |
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Shelf Changes & De-listings
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Important: Please use the hub’s 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.