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If too many orders come in at once and there’s not enough employees on site to deliver the orders, we have to close the Hub after a certain threshold. The Hub might also have to be closed due to other reasons like weather, property issues. Customer Care is fully taking care of all evening hub closures.
See the full list below in the workflow explanation.
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Process
Closing due to staffing is only necessary at the end of the business day, because we have an auto-closure for each turf of the hub. If a certain PDT threshold is exceeded, the turfs close one after another (outer turfs earlier, inner turfs later).
However, you need to take care that the PDT does not exceed the closing time of the hub about more than 30-45min, because you might not be able to deliver all orders anymore.
Example: It's 10:15pm and your hub closes at 11pm. Your Hub Portal still shows delivery times above 90min for the past orders. In this case, riders will deliver orders approximately until 11:45pm. If you are not asking for a hub closure now, the time will even progess as orders will continue to come in.For closures other than Staffing, please just select the respective reason and if helpful, write a short comment in the slack workflow.
For reopening, just use the same workflow again, choose any random fields and type in the comment that you want to reopen.
Pay attention to your internal communication flow. Always check with your Hub Manager first if they request it.
Request the store closure via the Slack hub customer service channel.
Start the request via the lightning bolt at the bottom left and select "DE Hub closure request" (+ Hub Code).
7. Step 1: Reason for closing: here are 6 different categories with reasons why a Hub has to be closed:
Staffing: very few Riders, Ops Associates or other employees that can handle the orders in the hub.
Property Issue: e.g. if the internet is down.
Equipment: e.g. if there aren’t enough bikes or too many are broken to deliver the orders.
Weather: e.g. in case of heavy precipitation (rain, snow, hail etc.).
Other: all other reasons in addition to the above, e.g. intrusions into the Hub.
8. Step 2: # open orders, available riders, PDT, and orders in picking queue only in case of closure for the reason of "Staffing ".
Important:
Always check the number of open orders/ available drivers/ current PDT/ number of orders in picking queue if the closure reason is Staffing.
9. If you need to close for any other reason and not staffing just write "n/a" in this field.
10. Step 3: Approximate opening time: enter the time when the Hub can be opened again
11. Step 4: Screenshot of Hub Dashboard sent to Cluster Lead (if closure for staffing): Please send a screenshot of the hub dashboard so the Cluster Lead can get an idea of the situation immediately if you request closure due to staffing.
12. The submitted information in the workflow form is sent directly to the respective Terminators.
13. If they don’t respond, tag @cs-de in your Customer Service Channel.
14. The requestor of the hub closure will receive a submission confirmation via the slack bot.
15. The Terminator checks the request and will approve or deny the request.
16. The decision will be communicated back in the hub customer service channel.
FAQ
Why is it important?
Customer satisfaction is our first priority. We do not want to annoy our customers by having long delivery times.
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