In This Week's Issue:
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Weekly To Do's
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Refresher: Cleaning Ticket vs. Weekly Cleaning Check-up
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What is it? | Complaint about insufficient / no service | Continuous quality monitoring |
Guideline question | Have all tasks from external service spec been completed? E.g. cleaning below shelves on Saturdays | If a customer would walk into the hub, how would the overall cleanliness for certain areas be rated? |
Who should submit? | HM, SL or AM | HM or AM |
When to raise? | Whenever necessary | Weekly on Wednesdays or Thursdays |
What to pay attention to? | Submit max. 4 hours after cleaning or hub opening, if cleaning done at night | Submit max. 4 hours after cleaning or hub opening, if cleaning done at night |
Questions to: Imani Reiser
Promos CW38
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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Handover Shelves - iOS & Android App Feature live!
Both shelf and container fields in the app reflect the colour of the physical handover shelf to make it easier for riders to find the correct shelf.
Rider At Customer SOP - Reminder
We want to reinforce the Rider SOP for not being able to find the customer.
If your riders have issues finding the customer, please make sure they:
Try to call the customer at least twice through the WF App
Stay in the calls at least 30sec
Stay at customer location at least 5min trying to reach the customer
Open Shift Communication - Process Reminder
What is it?
Employees get automatic notifications about open shifts (NS+, Top-Ups etc) starting 3 days before the date of that shift and can book them directly.
The notifications will be sent out to employees
with availability
with hour capacity vs. their weekly hours
who are well performing in terms of Rider UTR / Picking Speed for OAs
If the automation cannot fill a shift until the day before shift starts, HMs receive a notification and can try themselves
Until that notification appears, please do not touch open rider and ops associate shifts (e.g., NS+ / Top-Ups)
Employees can still book themselves via Quinyx "proactively"
Tech Hub Service FAQs - Vehicle Assignment & Hub Portal Access
This week, we would like to address a couple of frequently occurring known issues:
Q: Rider has assigned a bike, but in the Hub portal their status is still “Temp offline / No vehicle assigned”
A: If a rider has already selected an operational vehicle in the Workforce app but their status in the Hub portal still shows as “Temp offline/ No vehicle assigned”, follow these steps:
Ask the rider to re-punch:
Close the Workforce app completely;
Punch out from the shift and select "End of shift" as the reason;
Wait a couple of minutes;
Punch in again and reopen the WF app.
Try to assign the vehicle again in the Workforce app after re-punching in.
If the issue persists:
Go to the Fleet tool in the Hub portal;
Check the status of the bike the rider is trying to use;
If the bike is not in “Operational” status, either:
Change the bike’s status to “Operational”, or
Ask the rider to assign a different operational bike.
If the bike is already Operational:
Repeat steps 1 and 2 again;
Make sure to wait a couple of minutes between punch-out and punch-in;
It may take a few tries, but this usually resolves the issue eventually.
Q: I have access to the Hub portal, but I can’t see the Riders on Activity page or access the Customer Feedback dashboard.
A: Please create a request in the #tech_hub_service_nl Slack channel. RIght In your first message in the channel please make sure to:
Clearly describe the issue you’re facing: Mention that you have Hub portal access, but cannot see Riders on Activity page, so the Virtual agent will understand which assistance you need;
Include your email address (login used for Hub portal) in the issue description, so the human agents will be able to fix the issue for you quickly.
Workforce Updates
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📢 Enrolment Certificates Update
432 employees still have expired matriculation certificates (as of September 30, 2025) and have not uploaded any new documents.
Final deadline: The WiSe 25-26 matriculation certificate must be uploaded by September 15, 2025.
⚠️ Missing uploads will result in termination of employment.
👉 Action required:
Check your Cluster Sheets.
Remind employees to upload their certificates via the Fountain link already sent to them in recent weeks.
⏱️ Processing time: Please note that Zendesk requests take up to 4 working days to be processed.
How you can help:
🚫 Do not escalate tickets submitted in the last 4 days unless they are urgent (urgent = employee paused).
🚫 Do not use Slack to escalate or request ticket status updates.
Important Reminder:
Cluster Sheets are updated only after a team member has reviewed the case.
Example:
Employee uploads a document at 3:00 pm
Hub Manager notices at 4:00 pm that the Sheet is not yet updated
✅ This is normal – please do not escalate these cases.
Zendesk Numbers
Solved W36- 1261
Updated with comments - 1351
Full Resolution - 52.6 hours
Team | Number of Open tickets |
Workforce Support & WebHelp |
566 new (untouched)
106 pending (waiting for employees' reply)
82 open
70 on-hold (waiting for third parties)
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Conservative waiting time estimation for Employees
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation/ First reply time |
Workforce Support | Hrs 80 |
Conservative waiting time estimation for Hub Managers Escalations
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
Workforce Support | 10 hrs |
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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.
This week, we've standardized how delisted products are handled in shelf change files. The newShelf value for a delisted product will now automatically update to "Rescue Bag" instead of "999X." This change provides greater clarity in product placement and reduces confusion during shelf change.
Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here
Some notes on the sheets:
The sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code is valid for your hub.
"SKU" you can find the SKU which needs to be moved to another shelf space.
"oldShelf" - 4th column: If the cell is empty or has 999X, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf".
"newShelf" - 5th column: If the cell is empty or has 999X, the product has been delisted in your hub.
If both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
“Delisting Status” - 8th column: If the cell has Delisted, the SKU has been delisted in your hub. Please add the SKU to your rescue bag tomorrow morning.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
