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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Your to-do's this week
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Refresher: What’s important regarding Bio Controls
1 | Incoming goods check and documentation
Review delivery bill
(address, product info, Öko no.)Compare bill with goods
Check goods for bio labels
Mark printed delivery bills with “bio OK” and
Upload a picture of delivery bill in Flowtify
! Rewe delivery bills are always digital
2 | Handle and store products contamination-free
Keep hub and storage area clean
Wear disposable gloves when handling bio products
Do not store food on the floor
3 | Correct stocks
Always document stock corrections in Hub One
Pick only the ordered product
Check backstock when stock seems incorrect
4 | Print, read and hang the ÖkoP checklist
5 | Find more details on Zendesk
📣 Questions to Imani Reiser
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Promo CW18:
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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Rescue Bag Shelf Survey:
Rescue Bags have become popular across DE, and many hubs store them in backstock fridges within the picking layout. This means shelf number 2000X may not reflect the actual position in the picking area, leading to missed restocking events.
📣 Please fill this survey to change the shelf number for Rescue Bags in your hub!
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Key updates you can't miss
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Live customer feedback dashboard: Challenging customer care refunds
Since the Live Customer Feedback Dashboard went live, there has been quite an increase in hubs challenging customer care refunds, even though the majority of the issues are not influenced by customer care.
🤖 Refund Decisions Are Automated:
There is no need to send individual refund cases to Customer Care. Agents cannot influence the refund decision. Refunds are determined by an algorithm based on the value of the items and the customer’s historical behavior, which already takes potential fraud into account.
🆘 How You Can Help:
We are working on adding a “Flag as Potential Fraud” button in the tool, which will allow hubs to highlight suspicious cases. The fraud team will then review these cases separately and adjust the refund model over time based on the findings.
❌ Avoid Adding Unnecessary Workload:
Forwarding cases to Customer Service only creates extra workload without adding any value to the decision process. Please refrain from sending tickets regarding individual refund requests.
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MVA Improvements V2 - Go Live: iOS & Android CW18
A small update, which organises the vehicle screen better by grouping by vehicle type, with the highest capacity showing first, to help make assignments faster and easier!
When choosing a vehicle make sure riders choose the vehicle with the biggest container capacity first. This is very important, as we aim to increase our efficiency through stacked orders and bigger bikes such as Rapid and 20Fifty enable us to do so!
📲 Please advise all riders to update their app to the latest version
Workforce Updates
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Expected longer reply times due to absences
In Week 18 Workforce Support team has high number of planned and unplanned absences. We are working to get back to your and employees request as fast possible considering current resources.
To help us to help you, please ensure that escalations are created correctly and only for urgent requests and not escalate your own requests. Ticket IDs are mandatory when escalating a case. Additionally, please use the appropriate escalation form for WFS-related requests. This allows us to prioritize your request effectively. ill slow down our response time for more urgent cases and create double work.
Working students shifts during the same week like absences
Please do not over-schedule employees with Working Student or Mini Job employment types in the same week as their absences (such as vacation or sickness).
As a reminder, if they meet their contractual hours by working during the same week as their absence, it will impact their absence pay. We understand that employees might request additional hours in the same week as an absence; however, please remember that this can affect their vacation or sick pay. We must ensure that employees are paid according to their contractual hours consistently.
Zendesk Numbers
Solved - 1071
Team | Number of Open tickets |
Workforce Support | 344 |
[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 | 1d 12hrs |
[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 | 24h |
Shelf changes
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[1.0 + 3.0 Hubs] Shelf Changes
No 1.0 shelf change this week :)
Please try accessing the link using hub’s goflink account. Access requests using private mail addresses will be declined.
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!
