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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Organic goods delivery documentation
The inspection and documentation of organic goods during incoming goods control is essential to ensure compliance with legal organic regulations so that Flink is allowed to sell organic goods.
This is how to do it:
Step 1
Review digital or analog delivery bill for details (address, product info, Öko no.)
Compare bill with goods
Check goods for bio labels
Step 2
Mark printed delivery bills with “bio OK” and
Step 3
Document in Flowtify Bio Products Check the delivery bill (= Lieferschein) by taking a clear picture
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Important for Rewe deliveries:
Rewe delivery bills are always digital.
Do not upload any paper documents Rewe’s Flowtify Bio Products Check – they are not the delivery bill.
Only upload the digital document received via the hub email address.
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Promo CW17:
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
Key updates you can't miss
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Live Customer Feedback Dashboard: Use cases & feedback form
With the launch of the new Live Customer Feedback Dashboard last Thursday, you should be getting used to using it and helping reduce post-issue rates in your hubs.
Below are some use cases for why it's important to regularly check and act on feedback in the dashboard.
Dashboard Data vs KPI Reports
There might be discrepancies between the dashboard and your KPI reports due to:
👉 Issues that are manually created by agents (not through the customer help center) are currently not included. Will be added soon!
👉 Not all issues shown on the dashboard will count towards the issue rate KPIs, e.g. if the hub reported a redelivery via the workflow, we will not process the refund.
📣 We also launched a feedback form last week for the new dashboard and would love to keep hearing your thoughts and suggestions to keep improving the feature. If you haven't already, please fill in the form: Here
🔍 And you can refresh yourselves with the Live Customer Feedback Dashboard detailed presentation: Here
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MVA Improvements V2 - Go Live: Android CW17, iOS CW18
A small update that organises the vehicle screen better by grouping by vehicle type, with the highest capacity showing first, to help make assignment faster and easier!
Workforce Updates
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Escalation Process Reminder
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. Using the general contact form for escalations may result in delays, as such requests will not be prioritized accordingly.
Kindly refrain from contacting team members privately, as this can slow down our response time for more urgent cases and create double work.
Unpaid Vacation Process Update Reminder
Effective April 1st, 2025, unpaid vacation requests can only be approved by Area Managers.
Please contact the relevant Area Manager regarding unpaid leave requests for Riders, Ops Associates, and Ops Associate Plus roles. The Area Manager will then submit the approval request to the Workforce Support team on your behalf.
Zendesk Numbers
Solved - 1204
Team | Number of Open tickets |
Workforce Support | 417 |
[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 | 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!
