š° In This Week's Issue:
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Weekly To Do's
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š² Rider Damage Reporting: One Week In, How Are We Doing?
Itās been exactly one week since we handed the keys of damage reporting over to our riders. The goal? Faster repairs, better-maintained bikes, and a more streamlined workflow for our Hub teams.
Weāre seeing some great initial traction, but to make this process truly "business as usual," we need a final push on adoption and education.
The Progress Report
The numbers show weāre off to a solid start, but there is still plenty of room to grow:
60% Adoption Rate: Since last Wednesday, 60% of all damages have been reported via the app. This is great, but we want to see that number climb toward 100%.
12% Education Completion: Only 12% of riders have finished the Edume Guide. This is our biggest bottleneck; riders need to know how to report correctly to ensure mechanics have the right info.
Reminder of how the Process Works
Riders will stay online while reporting and can now manage their assigned vehicles directly through a few simple steps:
View Status: Riders can see a vehicle's operational status and history as soon as it is assigned.
Report Directly: Click 'Report a damage' to select specific vehicle parts and damage categories.
Evidence & Details: Riders must include comments and a clear photo for every damage reported to help mechanics bring the right tools.
Physical Tagging: Once damage is reported, the rider must place a red zip tie on the handlebars, even if the bike is still safe to ride.
Automatic Sync: All reports sync immediately to the Hub Portal for management and mechanics to see.
Focus Areas for Hub Leadership
Please focus on these three levers this week:
The Edume Push: Check in with your riders during shift starts. Ensure they navigate to the Training section of the WF App to complete the Rider Damage Reporting guide.
Checking completion: Use the WF Onboarding & Training Tracker to see who still needs to complete
Red Zip Tie Discipline: This is our visual cue. Ensure red zip ties are easily accessible and that riders are physically tagging bikes, even if they are still rideable.
Manual Verification: During standard bike checks, Hub leads should verify that reported damages match the app and manually add anything the rider might have missed.
Hubs to Watch
The following NL Hubs have yet to log their first report through the new system. If you are on this list, please ensure your team is briefed and the latest version of the WF App is installed:
hub nl_alm_buit
hub nl_alo_cent
hub nl_ame_cent
hub nl_ave_kost
hub nl_cap_noor
hub nl_dor_cent
hub nl_ein_woen
hub nl_lei_noor
hub nl_lei_zuid
hub nl_maa_wyck
hub nl_nij_will
hub nl_spi_cent
Quick Links & Reminders
Supply Check: Need more red zip ties? Re-order the 100pc packs via Coupa.
Deep Dive: Review the [Detailed Slide Deck Here] for a refresher on the workflow.
Bottom Line: The faster our riders report, the faster our mechanics fix, and the more bikes we have on the road. Letās get those Edume completion rates up!
šÆ Reminder: Accuracy in Outbound Stock Corrections
As we continue to refine our operations, we want to provide a quick refresher on using the New Outbound Reasons for stock corrections. While these were introduced a while back to gain more transparency into stock movements, it's vital that we continue to use them accurately to keep our hub data reliable.
Choosing the Right Reason
Using a generic "Stock Correction" should be a last resort. Click on the (i) and the reason to expand the text for a detailed description to help guide you.
Please use the specific categories available in the flow to explain exactly why inventory is leaving the hub:
Product Damaged: This is for products that have been dropped, crushed or eaten by vermin.
Product Expired: Product passed BBD/THT, but did not show up in the BBD/Fresh checks.
Rescue Bag: Used for products that are still good enough to be included in the rescue bags
Break-Ins: Only select this if stock is physically stolen or damaged due to an actual break-in at the hub.
Equipment Breakdown: Use this specifically if a fridge or freezer fails and the products are no longer sellable and must be removed as a result.
Product Recalls: This category is reserved for official recall instructions sent directly from HQ.
Baking Ingredients & Materials: This is only for hubs that have an active in-house bakery.
Stock Correction (Other): Only use if the others don't apply.
Why Precision Matters
When we select the wrong reason, like clicking "Break-In" for a damaged item, it triggers incorrect reports and unnecessary security follow-ups. Detailed tracking allows us to understand the true cause of inventory movement and helps the whole team improve.
ā ļø Pro-Tip: Always double-check with hub leadership before finalizing a correction if you are unsure which reason applies.
Accuracy starts with a single click. Thanks for keeping our inventory data clean!
šš„š Fruit & Veg Leaflet This Week.
This week's Fruit & Vegetables leaflet is mainly about availability issues; bad weather has affected almost all productions in Europe, in particular Lemon and Blackberries. See here Week 7.
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Key updates you can't miss
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š YoungOnes Integration - Important Update!
Last week, the YO integration went live. It's great to see everyone getting used to it. We have a small but important update to keep in mind when creating shifts on Quinyx for YO
Shifts should be created at least 45 minutes before the shift starts, this is to ensure the integration works correctly
š [Detailed slide deck here]
ā
āļø Customer Feedback Updates
No more resolution options during feedback
You will only need to click āacknowledgeā rather than choose a reason for rider feedback and order issues.This won't change for the Inventory Return Task.
Additional information: Ongoing fraud investigations & Redelivery
We now inform you when there is already a Fraud investigation ongoing so you donāt need to report those cases.
We show you that we know when the order is being re-delivered so that you donāt need to waste time mentioning it.
š”ļø Flink Fraud SOP
As many of you make great use of the reporting function in the dashboard to flag potential fraud, we want to give you some background information on how we handle fraud at Flink, and how you can best support.
How do we identify fraud?
While our fraud prevention algorithm handles the majority of cases by analysing refund patterns and customer history, your local insights are the missing piece of the puzzle that raw data cannot always capture.
Our Philosophy: Trust First
Our primary goal is to maintain long-term customer relationships. We operate under a "Trust by Default" principle: in any case of doubt, we trust the customer. We must give them the benefit of the doubt, especially when there are no past occurrences or when operational errors (like a rider delivering a stacked order to the wrong door) might have occurred.
High-Value Commenting: How You Can Help
To help the Fraud Team act quickly, your comments in the portal should provide unique context that isn't already visible on their screens.
Key Guidelines:
Be 100% Certain: Only flag cases where you are absolutely sure fraud is occurring.
Avoid Redundancy: Do not use generic phrases like āfraud,ā āsuspicious,ā or ādon't refundā.
Add Unique Context: Focus on details the Fraud Team can't see, such as:
Invalid Evidence: The photo provided is black, empty, or shows a different product (e.g., store brand vs. premium).
Manipulation: The photo has been clearly edited or appears AI-generated.
Recycled Proof: Identifying that the exact same photo (e.g., of a broken egg) was used in a refund request weeks ago.
Account Linkage: Spotting that multiple accounts at the same address are using the same delivery notes.
Resources
For a deeper dive into these examples and the full process, please review the complete deck here: [Link to Fraud SOP Slide Deck]
šµ Update on Annual Tax Statement 2025:
A reminder that your 2025 annual tax statement will be sent out at the end of February, specifically in week 09 of 2026.
š« NO SHELF CHANGES THIS WEEK!
š Ticket Processing Update
Shelf changes are implemented only once per week. Typically, we review incoming tickets on Monday and Tuesday.
Therefore, if you submit a ticket on Wednesday and do not see an update by Friday, please note that it is not due to an oversight. The ticket is simply queued for the next processing cycle, as shelf changes and facings adjustments can only be executed once a week.
Exceptions are made only in cases of critical or urgent issues.