Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
If you have any feedback/suggestions for the newsletter, please use this Link
Weekly To Do's____________________________________
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
__________________________________________
Monthly Electricity Meter Reading
Please fill out the form monthly (Link here)
In case of issues, contact Manuel Fochler
Questions to Manuel Fochler
Key updates you can't miss____________________________________
Recent Updates to Customer Refunds
For about one month, we have made a couple of changes to the way we process refund claims submitted by our customers. Please find here an overview of what’s new:
All submissions now go through a fraud check
Before, all refunds below €10 were approved, which could be exploited by customers.
To avoid this, we enhanced fraud scoring (now including SKU-level checks, new customer treatment, and past fraud decisions).
With this, refund claims rejected due to fraud have been increased by > 200%, meaning fewer ‘unjustified’ post-delivery issues.
Refunds are not granted immediately
We allow 2 hours and 50 minutes after initial delivery for a hub to report a redelivery via Slack.
Redeliveries can only be done for orders above 10€ and by following the redelivery workflow.
Rescue bags are now not refunded for reasons “perished”, “damaged”, or “low quality”
This means for you:
Not all refunds you see in the Live Cst Dashboard will actually get refunded.
Please continue to report any suspicious refunds through the ‘report’ option in the dashboard.
Only redeliver orders > 10€ value. In case you redeliver an order, inform Customer Care ASAP via "Re-delivery Check" Slack workflow or clicking in the action buttons in "Items/bag reported missing – No redelivery report" workflow to avoid refunding and re-delivering the same order.
Workforce Updates
_________________________________
Escalation process reminder
As we enter the peak certificate recollection period for Working Students, please escalate only truly urgent requests and ensure they are created correctly. We are currently resolving tickets while reviewing over 2,000 cases across Germany. Payroll, contract changes, and warning tickets will be processed as quickly as possible with our current resources.
For urgent escalations, always use the official escalation form and avoid privately messaging team members, as this slows down our ability to address your request efficiently.
Zendesk Numbers
Solved - 1260
Updated with comments - 1352
Full Resolution - 46 hours
Team | Number of Open tickets |
Workforce Support | 579 |
[Expected delays] - 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 | 24 hrs |
[Expected delays] - 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 | 24hrs |
Shelf Changes + Delistings____________________________________
Please try accessing the link using hub’s goflink account. Access requests using private mail addresses will be declined.
Based on your feedback, we accommodated the delistings in the shelf change list. Column H (Delisting Status) will flag if a SKU has been delisted. Therefore we are removing the Delistings section from the newsletter. However, with our folder restructuring the shelf change link will take you to the g-drive folder, where you will find the current week’s change; change archive and the Delistings Archive separately.
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.
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!
