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
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Weekly To Do's____________________________________
Food authority visits
Food authorities often visit the hubs unannounced.
When a control takes place, follow these steps:
✏️ Note down the inspector’s contact details
📑 Present requested documents
☎️ In case of questions or no access to documents reach out to your area manager or Imani Reiser (01623141510) during inspection
📣 Afterwards, submit a Zendesk ticket to inform food safety management and attach report: Authority Visits/Authority Requests > Food Monitoring Authority/Veterinary Office
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Promo CW26:
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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Hub Manager Onboarding Questionnaire
As we are currently reviewing how we onboard and train future Hub Managers, we aim to make the path into leadership smoother, more supportive, and more impactful.
For this, we'd love to hear directly from you in a short, anonymous questionnaire to better understand your experience as a Hub Manager. Your insights will help us focus on what truly matters and shape a stronger onboarding journey for future leaders.
📋 Please take a moment to share your feedback: Here
Thank you for helping us grow stronger together!
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Update: Zendesk Ticket for Fleet Topics
We have revised the structure of Zendesk tickets for Fleet topics to better process the data. You can now find the tickets under the request type "Fleet".
You can create tickets for the following Fleet topics:
Bikes / Scooters
Theft / loss
Incorrect Fleet Tool data
Recovered bikes
Batteries
Theft / loss
Broken batteries
Lack of batteries
Maintenance Service
Service quality not as expected
Same damage occurred a few days later
Not all bikes / batteries got repaired
Bikes / batteries have been broken for a long time
Mechanic did not visit
Service needed urgently
Key updates you can't miss____________________________________
Next Day Orders - Starts This Week
Starting this week, we will test a new option for customers (only with @goflink.com email) to select next-day deliveries. This is a low-effort test at the moment to understand demand for this feature from the customer side.
The number of next-day orders that can be placed for one day will be limited, so we are not overloading the next morning with too many pre-planned orders.
The orders will appear in the Hub Portal on the day the customer orders but with a note to show its picked and delivered the next day. They will only show in “All Order’ view; they are filtered out of other views in the Hub Portal.
FAQ
Can a customer cancel the order?
Yes, they can cancel up until it is picked, same as a normal order
What if a customer orders an item that is then taken out of stock due to a check? Will it be a pre-order issue?
Yes, it will be a pre-order issue. A major part of this initial testing phase is measuring how impactful these issues are, and later, we can look at how to avoid them.
Are the orders counted into “Orders in queue”?
Orders are only shown in the “Orders in queue” 20 minutes before the promised delivery timeframe.
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Improved Tracking with New Outbound Reasons: Go Live 25.6.25
Previously, many inventory movements that didn’t fit standard outbound reasons (like damaged or expired) were logged under a generic "stock correction," making it hard to understand the true cause and leading to shadow waste.
To fix this, we've added more outbound reason options in the stock correction flow. Hub staff can now record inventory movements more accurately, improving transparency and reducing untracked waste.
New reasons include:
Break-ins - If stock is stolen or damaged due to a break-in the hub.
Equipment breakdown - If a fridge or freezer breaks down and products need to be removed.
Product recalls - Due to any recalls from HQ
Supplier returns (eligible hubs only) - Hubs that have specific arrangements with suppliers E.G Beets & Roots..
Note: Be sure to check with hub leadership before making changes!
"Break-ins" can only be used by Hub Managers!
An Edume Guide will be available from tomorrow morning, a reminder will be shown to OA logging into Zebras
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Streamlining Fleet Operations - Integration with Papaya: Go-live 26.6.25
We’re now connected with Papaya, the platform used by Cooltra & Smartvelo, to make managing damage reports easier and more accurate for you.
What’s changing:
Damage reports will be sent automatically to the provider.
When a vehicle is fixed or a report is cancelled, our system will update automatically, so you no longer need to manually close reports in the Fleet tool..
The “archived by” field will be filled in when reports are cancelled by the provider.
If a damage report is archived by the supplier, it means the damage was reported incorrectly or the bike was not in the hub.
Bikes will be set to operational automatically when all damages are fixed or archived.
Note
Please still do a visible check of the vehicles after the mechanic leaves. This will be especially important now.
In case the damage is still there, please open a new damage report.
Less admin, fewer errors, and a smoother workflow. 🚀
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Set Rider Offline in the Hub Portal Slack Workflow
We’re excited to introduce a new Slack workflow that makes it easier to set riders offline in the Hub Portal.
This tool automatically checks whether a rider should already be offline based on their shift. If they’re incorrectly still online, the workflow will force their removal from the Hub Portal. If that’s not necessary, the workflow will guide you step-by-step on how to remove the rider from the dashboard yourself.
👉 Please start using this workflow from now on.
❌ There's no need to open a ticket in #tech_hub_service-de for this anymore.
Workforce Updates
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Contract change tickets
Please refrain from solving tickets on your own that are with Workforce Support team, as it prevents us from processing your requests through to completion. This is particularly important for contract change requests, which are among the most affected.
Kindly remember that the deadline for July contract changes was 23.06.2025. Any contract requests submitted after this date will be processed with an effective date of 01.08.2025.
Zendesk Numbers
Solved - 1071
Team | Number of Open tickets |
Workforce Support | 362 |
[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 | 24hrs |
[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.
In the google drive folder you will find the G-sheet files for all the hubs that are affected in the 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.
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!
