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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Rescue Bag Stickers
Within the next week you should receive delivery with Flink Rescue Bag stickers. This is part of preparation for the rollout of our inhouse TGTG solution. Please do not use the stickers before we communicate the rollout.
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New melon SKUs coming to the hubs! 🍉
Please prepare for the new melon SKUs deliveries (127000121, 127000331). New SKUs should be stored at the beginning of the picking parkour on a Rolli with two shelves.
This applies only to M/L/XL hubs!
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Promo CW14:
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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We’ve implemented 4 small updates in the Inbounding process in the HubOne App.
Delete shared list confirmation
Adjusted order in the menu
Editing the total quantity on dropping step
Auto-scrolling to the next un-inbounded product
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Reminder: Re-Delivery Workflow
With the introduction of the Help Center where customers can request item refunds, it’s crucial to always use the re-delivery check workflow in your hub’s Customer Care Slack channel for every re-delivery, including quick corrections that Riders handle during their trips. This way we prevent situations where customers receive both a re-delivery and a refund.
Important to keep in mind:
Only entire bags or orders that were forgotten or delivered to the wrong customer may be re-delivered.
Single items should not be re-delivered, as re-deliveries negatively impact your hubs’ and your employee’s UTRs.
New automatic messages - starting tomorrow
We will now be sending automatic prompts to request updates on redelivery in two cases:
To follow up on phone number requests for re-deliveries
When we suspect a redelivery may have taken place, based on rider and hub activity:
Redelivery Check – Avoid Double Compensation
To ensure customers don’t receive both a refund and a redelivery, always use the Redelivery Check before processing.
Make sure the redelivery guidelines are followed (above 10€, more than 5 items).
Double compensation should not happen if the process is applied correctly.
Helpcenter – Excluding Specific SKUs
Our technical team is still working on a solution to exclude certain SKUs from the Helpcenter to prevent them from affecting Hub KPIs. This is especially relevant for virtual items and similar cases. More updates to come soon.
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Mandatory Vehicle Assignment - Update
We’ve implemented flow improvements in order to avoid confusion and make the process of selecting the bike smoother.
Removed the vehicle tab from the Tab Bar
Added Vehicle Module to the home screen
Updated timer screen text with a revamped version to avoid confusion
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Stock Change Logs searchable by employee ID
We have a small update for the stock change logs within the hub portal. It's now possible to search them by the employee ID.
Weekly insights
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Zendesk Tickets
Please create escalations correctly and escalate only urgent requests ticket IDs are required when escalating a ticket. Also, please use the correct form for WFS escalations for us to prioritize your requests.
[Unpaid vacation process update]
Effective 01.04.2025 unpaid vacation will be approved only by the Area managers. Please in the future, if employee requests unpaid vacation as they do not have enough vacation days accrued, it must be approved by Area manager and they must raise request via an escalation form with the Workforce Support team.
[VISA - Matriculation Recollection]
We have around 1500 cases of open matriculations that expire on March 31. Please, remind the employees to update their new certificates (if they have not done it yet). Escalating individual cases will not be effective, as our team is managing a large volume with limited resources with support from Zenjobers.
[Worforce 1 - Tickets response]
We recently experienced an issue with Workforce Support One, where employees were unable to respond via tickets and instead reached out to team members' personal Email addresses. The issue has now been resolved. Please remind employees to refrain from contacting team members directly and to use the proper ticketing system for support
Workforce: Zendesk Numbers
Solved - 1650
Team | Number of Open tickets |
Workforce Support | 335 |
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
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!
