📰 In This Week's Newsletter:
Weekly To Do's - Pre-Cut Fruit Cold Chain; Hub Cup Entry (Hub Managers); Cancellations Refresher Training
Key Updates - WF App Updates; Rider Self-Cancellation Flow; Stacking Changes; Safety Manager Vacancy
Weekly F&V Leaflet & Shelf Changes
Weekly To Do's
🍉 Keep the Cold Chain Tight on Pre-Cut Fruit
We have seen a sharp increase in customer complaints regarding our pre-cut fruit salads (like the water melon salad pictured below).
When these products experience temperature shifts, the fruit quickly breaks down, turns mushy, and sits in a pool of its own juice, exactly what we see in this customer complaint photo.
Pre-cut fruit is highly sensitive and cannot handle being out of the cold chain. To turn this around, we need to focus on two key actions:
📦 Use cooling sleeves: always use the cooling sleeves in the hub to keep the temperature stable.
🔄 Inbound as soon as possible: get these deliveries straight into cold storage the moment they arrive — never leave them at ambient temperature.
Let's keep the cold chain tight so customers get fresh, crisp fruit!
📢⚽ Hub Managers: Confirm Your Hub Cup Entry
Following our Hub Cup kickoff, the preliminary sign-up form is now live.
Hub Managers, please fill in this quick form to confirm whether your hub will take part:
💡 This form is only to confirm your hub's entry so we can finalize the tournament dates and hub schedule and make sure they're perfectly balanced. The official sign-up form for individual riders to join will follow later!
Get those entries in quickly so we can lock down the matchups. Let's make this year's Hub Cup the biggest one yet!
Rotterdam (28 August) | Amsterdam (4 September) | Utrecht (11 September) |
NL_BRE_CENT, NL_BRE_OOST | NL_ALK_CENT | NL_ALO_CENT |
NL_CAP_NOOR | NL_ALM_BUIT, NL_ALM_CENT | NL_AME_CENT |
NL_DEL_ZUID | NL_AVE_KOST | NL_APE_CENT |
NL_DHA_LAAK, NL_DHA_SCHE, NL_DHA_ZUID | NL_AMS_CENT, NL_AMS_DIEM, NL_AMS_GAAS, NL_AMS_NEWW, NL_AMS_NOOR, NL_AMS_WATR, NL_AMS_WEST, NL_AMS_ZUID | NL_ARN_OOST |
NL_DOR_CENT | NL_GRO_OOST, NL_GRO_NOOR | NL_DBO_CENT |
NL_KAT_OOST | NL_HAA_CENT, NL_HAA_NOOR | NL_DEV_CENT |
NL_LEI_NOOR, NL_LEI_ZUID | NL_LEE_CENT | NL_EDE_CENT |
NL_ROO_CENT | NL_LEL_CENT | NL_EIN_GELD, NL_EIN_STRI, NL_EIN_WOEN |
NL_ROT_CROO, NL_ROT_RUYT, NL_ROT_WEST, NL_ROT_ZUID | NL_ZAA_NOOR | NL_ENS_CENT |
NL_SPI_CENT |
| NL_HEN_CENT |
NL_TIL_NOOR |
| NL_HIL_CENT |
NL_VOO_CENT |
| NL_MAA_WYCK |
NL_ZOE_CENT |
| NL_NIJ_WILL |
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| NL_UTR_WEST, NL_UTR_ZUID |
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| NL_VEE_CENT |
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F&V Update: Week 28 Leaflet
This week's leaflet covers poor strawberry and raspberry production due to the heatwaves, critical mould and quality alerts for white grapes, and heavily restricted cucumber volumes across Europe. See the full details here: Week 28 leaflet.
Key Updates You Can't Miss
WF App Updates - Live soon!
The WF App gets some more improvements this week that make each delivery clearer and keep navigation inside the app. Riders were pre-informed last week — here's the full picture for hub teams.
Why the Change?
The old customer sheet packed in a lot of information at once, and a meaningful share of riders were switching to Google Maps or Waze mid-delivery - which breaks in-app navigation. These updates keep the most relevant info front and centre and keep riders inside the WF App.
What's New?
Revamped Customer Sheets: the customer sheet now focuses on the key information for the current leg only — a clean, uncluttered view with the most relevant details for each step, instead of one long list.
Stacked Orders Trip Overview: riders can now open a Trip Overview on the bottom of the screen showing every stop in a stacked trip at a glance, so they always know how many stops are left and what's coming next.
Alternative Navigation Button Moved: the 'Alternative navigation' button has moved from a prominent action to a de-emphasised button next to the address. In-app navigation stays the primary option, keeping riders in the WF App during delivery. External navigation isn't removed — just de-prioritised.
📅 Live: Tuesday 14 July.
❌ Rider Self-Cancellation Flow — Now Live In All Hubs
As announced last week the Rider Self-Cancellation Flow is now live in the remaining hubs - so it's now the standard everywhere.
What Changes?
No more Hub Approval step via Slack.
Orders are instantly cancelled once the rider confirms the cancellation in the WF App.
Customers are notified and refunded automatically.
⚠️ There is no way to undo a cancellation — never redeliver an order after it has been cancelled.
Please make sure riders are aware and follow the process at the customer and don't cancel orders prematurely.
Double check customer address & notes.
Ring the doorbell and wait for 1 min.
No answer? Ring again and wait for another 1 min.
Still no response? Call the customer directly (stay on the call for at least 30 sec).
No response? Try to call again.
If unable to call, contact your hub to do so.
If no one answers, ring one last time and wait for 1 min.
Report the order in the app.
Cancellation rate at rider level is coming back into the Rider Performance Looker Studio dashboard.
Complete the Cancellations Refresher Training
With the Rider Self-Cancellation Flow now live everywhere, please make sure your team has completed the Cancellations Refresher training. Check your hub's completion here.
All info: Rider Self-Cancellations.
🚛 Stacking Changes - Test Live In All Hubs
Our routing system has been improved to build smarter, more efficient stacks. Since last week we're running a test in all hubs across both markets, comparing the new setup against the current one.
What changes on the ground?
Just one thing to be aware of: you'll start seeing larger stacks again. The maximum stack size in the test is 5 (we normally run at 4). Thanks to the routing improvements, these bigger stacks are now genuinely more efficient - and you'll see fewer 5-stacks than the 6-stacks from the last increase back in May.
What we expect to improve:
Lower PDT
Better delay experience: same on-timeness, but shorter average delays and fewer long ones.
Better stacks overall: fewer orders per stack on average, shorter routes, and far fewer "bad" stacks that cross the hub.
Everything else stays the same - there are no process changes for the hubs.
🗒️ HQ Open Position: Safety Manager (QESH)
We are looking for a new Safety Manager (m/f/d) to take ownership of all safety and audit topics across our NL hub.
In this role, you'll make sure our operations meet the highest safety standards while building a culture of care and compliance across every hub and team. You'll be the person the organization turns to on safety, setting the standard and driving it forward.
Are you interested? Apply via the link! Or if you are in doubt or have any questions up front, please reach out to Tim Dekkers or Evelien van Breda
Job Description
Manage external service providers: own the relationships with our partners across fire safety, labour safety, food safety, and pest control.
Be our first point of contact for external inspections, including the Labour Inspection, NVWA, and SKAL.
Training & Development:
Coordinate first aid training programs
Own the safety content within our internal training programs, so every team member has the knowledge they need to work safely.
Risk Inventory & Evaluation (RI&E): closely work together with our People and Operations teams, contribute in keeping our RI&E accurate, current, and relevant for the entire NL organization.
Safety Projects: Lead innovation projects that raise the bar on safety across the business.
Audits & Compliance:
Own the audit process for all hubs; setting up, maintaining, and updating audit content in Airtable.
Run audits, track actions, and follow up with internal stakeholders to keep us compliant and safe.
Shelf Changes & Delistings
Weekly Shelf Changes
If you don't find your file in the folder, there are no shelf changes for your hub this week. At 16:00 today we'll post the shelf changes at the links below (please check around that time):
The changes go live tonight between 01:00 and 07:00, so please move products to their new locations tonight after closure or tomorrow morning. 🧠 Don't forget the backstock! When moving products to their new shelf, always check and reposition any backstock on the top shelves too. Read more about the different hub sizes here.
Ticket Processing Update
Shelf changes are implemented only once per week — we typically review incoming tickets on Monday and Tuesday. So if you submit a ticket on Wednesday and don't see an update by Friday, it's not an oversight: the ticket is simply queued for the next processing cycle, as shelf changes and facing adjustments can only be executed once a week. Exceptions are made only for critical or urgent issues.