In This Week's Issue:
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Weekly To Do's
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Promo CW37:
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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Important Update: Mandatory GPS for Riders - Rolling Out This Wednesday!
Get ready for an important update to your WF App! Starting this Wednesday, GPS and Location Services will need to be enabled on rider's WF App to use the app. This change is being implemented to enhance customer experience by providing real-time delivery information and to improve the accuracy of delivery metrics.
What Your Riders Need to Do:
If they see a prompt about missing permissions, simply click 'Enable'. They will then be directed to device settings to turn on Location Services for the WF App. Once all necessary permissions are enabled, they are good to go!
Key Things to Note:
When is your location tracked? Your location is only tracked while you are on a shift.
Signal Impact? GPS or internet signal won't affect the app's usage; just the initial setting needs to be enabled.
Battery Life? We've worked hard to improve the app's battery usage, so this update should not significantly impact your phone's battery.
Please ask your riders to update the WF App to the latest version to have all the new features!
MVA V3 - Vehicle Assignment before Punch In: Go Live - Wednesday!
We’re making it easier and faster for riders to start their shifts with a new feature: vehicle pre-assignment in the WF App.
🔑 What’s Changing?
Option to assign a vehicle before punching in
Riders will now be able to assign their vehicle up to 15min before shift start if they are at the hub, saving time at the start of the shift.
No more start screen and 2min timer: the start screen and 2 min timer for vehicle assignment will be removed:
Bike assigned at punch in → Go online immediately
No bike assigned at punch in → Temp Offline immediately until a vehicle is assigned
Please ask your riders to update the WF App to the latest version to have all the new features!
Rider Swipes - Additional Restriction to Prevent Double Swipes - live for iOS
>> Has already been live on Android - now also for iOS <<
We are releasing another change to the rider delivery flow in the WF App: there is now a 10-second timer after swiping ‘arrived’ until a rider can swipe ‘delivered’.
The goal of this change is to reduce double swipes, meaning riders swiping arrived and delivered within a few seconds after each other, as this leads to customer confusion, complaints, and inaccurate stats.
Riders should use the time between swiping arrived and delivered to unload the bags from the bike and make their way to the customer’s door. Only after the order has been handed over to the customer, should they swipe ‘delivered’.
After swiping 'delivered', the customer information is not available anymore.
Please make sure your riders have the latest WF App version and follow the process correctly.
Let’s keep the experience smooth and accurate for everyone! 🙏
Rider Winter Gear
With the approaching change of season, it’s time to prepare our riders for colder weather. Here’s what you need to know about the upcoming Winter Riding Gear distribution:
❄️ Key Dates & Ordering
Summer gear: Any summer equipment ordered this week will no longer be delivered.
Winter gear: Riders can order their Winter Bundle via the Equipment tab in their Workforce app starting Sep. 15.
Shipping date: All winter gear will be shipped to hubs starting October 1. Please encourage riders to place their orders before this date so they receive their gear promptly.
🧥 What’s in the Winter Bundle?
Winter jacket
Gloves
Scarf
⚠️ Important
Riders who have previously received a winter bundle must not order again this season.
Designs may vary depending on stock availability - a mix of the first and the current design will be distributed.
📦 Gear Distribution at the Hub
Once the gear arrives:
Hand out the equipment to the riders who placed an order.
Assign the gear in the Hub Portal: Go to Equipment > Ordered - Select the rider and “Mark as Assigned” to confirm distribution.
You can view an overview of outstanding equipment assignments in the Daily Hub View.
Workforce Updates
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Enrolment Certificates Update
⚠️ Matriculation Certificate Upload Required
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.
Ticket Resolution Stats:
Solved W36: 1261
Updated with comments: 1351
Full Resolution: 52.6 hours
Team Ticket Status:
Team: Workforce Support & WebHelp
566 new (untouched)
106 pending (waiting for employees' reply)
82 open
70 on-hold (waiting for third parties)
Conservative Waiting Time Estimation for Employees:
Please note that the weekend is included in all the numbers below:
Team: Workforce Support
First Reply Time: 80 Hrs
Conservative Waiting Time Estimation for Hub Managers Escalations:
Please note that the weekend is included in all the numbers below:
Team: Workforce Support
Waiting Time: 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.