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
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New Edume Course: De-escalation & Managing Aggression (OA+/SL/HM)
We’re pleased to share that a new Edume course is now available for all OA+, SL, and HM: De-escalation & Managing Aggression, you find the course in the WF app, and you will be sent an email also.
This training comes in response to direct feedback from hub leadership teams. Many of you highlighted that dealing with aggressive situations is a real challenge in daily operations, and this course is designed to provide the right tools to manage them effectively.
The course combines practical scenarios, interactive quizzes, and step-by-step guidance to help leaders recognize aggression, respond appropriately, and maintain control in difficult situations.
By completing this training, hub leadership will be better equipped to ensure staff safety, prevent escalation, and handle conflicts with clarity and confidence.
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Monthly Electricity Meter Reading
Please fill out the form monthly (Link here)
In case of issues, contact Manuel Fochler
Questions to Manuel Fochler
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Low Stock Checks
Low Stock Checks is now triggered at 12:30pm. Please remember to perform the checks as soon as possible.
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Spaten Oktoberfest Beer Inbound
For Oktoberfest we’ll be selling Spater Oktoberfest Beer (SKU: 128852325).
It is delivered in the same crate as the normal Spaten Beer (11013681)🚨
TO DO: Pay close attention inbounding the green Spaten-Crate & check which beer is inside.
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Empties Process - Common Mistakes
Please read our Empties SOP carefully.
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Rescue Bag - New Stickers
Upon ordering Rescue Bag Stickers, you will receive a new type of Stickers, which are:
larger (7x20cm),
on a roll
have a dotted line across
While creating Rescue Bags you should:
Put the sticker between the bags’ handles and put the dotted line at the bags end.
Stick the sticker to ‘close the bag’
Please use the new stickers! 🚨
Key updates you can't miss____________________________________
No More Substitutions
Our Shadow Waste investigation showed that there are still many hubs offering unapproved substitutions to prevent pre-delivery issues. While often done with good intentions, they cause serious issues for both customers and our business.
Why it’s a problem:
Hides real issues: Substitutions mask stock problems instead of fixing them.
Confuses customers: Receiving the wrong item, even a “better” one, damages trust.
Creates future OOS: In case stock is not updated correctly after a substitution.
Costs money: Around €9,000 lost per month due to shadow waste.
Wastes time: Staff spend extra time choosing substitutes, calling customers, and fixing stock.
From now on: No substitutions! (This was always the rule!)
If an item isn’t available, mark it as not found during picking. The system will process the refund automatically.
This may raise issue rates at first, but it gives us the transparency we need to solve the real problems.
Some examples of customer feedback on substitutions…
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Hub Portal Update: Next-day and planned orders have been excluded from the Average Fulfilment Time metric calculation
The Average Fulfilment Time metric in the Hub Portal has been updated. From now on, next-day and planned orders will no longer be included in the calculation.
This change makes the metric a more accurate reflection of real-time order preparation and helps us better measure performance on immediate customer orders. By excluding orders that are scheduled ahead of time, we ensure that the data focuses only on the speed and efficiency of live fulfilments.
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New “Neighbour” Flyer Distribution
Over the next two weeks, most hubs will receive Neighbour flyers for offline distribution. These flyers are part of a targeted growth initiative aimed at increasing adoption in outer turfs (25–27).
What are Neighbour Flyers?
They will be for orders placed in turfs 25–27, labeled as a free SKU (130652314) with the name Neighbour flyer.
Important: These flyers are not for the customer who placed the order, but for the mailboxes in the building where the order is delivered.
What to do:
Make sure to inbound the flyers according to how many you received (it’s either 1000 or 500), see distribution here Adressaufteilung v2.xlsx
Pickers:
Place the Neighbour flyer in the containers, not inside the customer’s paper bag.
Each batch contains 25 flyers – the minimum print quantity. We kindly ask you to please use ~5 flyers per address (not the full batch), to ensure we cover multiple households in one delivery, but not waste too many flyers with each order.
Hub Managers:
Brief your riders to put the flyers into the building’s mailboxes (do not leave them in the customer’s bag).
Make sure they understand the flyer is for the neighbors, not the customers.
Why this matters:
This initiative helps us grow in these new areas by turning one existing order into many new opportunities in the same buildings, while staying cost-efficient. Thanks for making this work smoothly - every flyer counts!
Workforce Updates
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Enrolment certificates update
We have 144 cases of open matriculations that expire on August 31, 2025. Please, remind the employees to update their new certificates (if they have not done it yet) using Fountain recollection link and avoid sending documents via Zendesk. Escalating individual cases will not be effective, as our team is managing a large volume with limited resources.
Be aware, if employees do not provide valid enrollment certificPasstates by August 29, 2025, they risk being paused effective 01.09.2025.
Zendesk Numbers
Solved - 1215
Updated with comments - 1312
Full Resolution - 49 hours
Team | Number of Open tickets |
Workforce Support | 642 |
[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 | 2 d 17 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.
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!
