In This Week's Issue:

Weekly To Do's: Handover Shelf Form, Correct Stock for Double SKUs, Safetemember Week 4
Key Updates: New Customer Phone Number Request, Unassigning Shifts after Now Show & Sickness, Rider Shift Extension, Rider Cancellation Heads-Up
This Week's Shelf Changes & De-listings

	Weekly To Do's

Fill in Survey about the Number of Handover Shelves - Until End of Week

Hi all, we are working on a new Handover Shelf system where each handover shelf will have two coloured sections, which are reflected in the WF App for riders to quickly identify the correct shelf.

For this, we are currently ordering the materials for each hub, and need your input on the number of shelves you have in the hub.

👉🏽 👉🏽 Please take 2min to fill in this quick form before the end of the week, thank you!

Correction of EAN’s → Adjust Stock on the right SKU

Over the past few weeks, we experienced some errors in our master data, which also impacted stock levels. We have now corrected these issues and would like to share an overview with the updated and accurate data.

We kindly ask you to update your stock levels accordingly via Stock Correction -> Stock Correction (Other)

Innocent water → Action: outbound incorrect SKU, add stock on correct SKU.

Incorrect: 128902425 Innocent Juicy water with bubbels lemon & lime 330ml. Correct: 131352401(BARCODE: 5038862003445)
Incorrect: 130000177 Innocent Juicy water with bubbels raspberry 330ml. Correct: 131352381 (BARCODE: 5038862003438)

Bellini/Mimosa → Action: correct your stock in case it’s swapped.

130000215 Don Simon Bellini 750ml (barcode bottle 8410261105390, box 8410261105895)
130000214 Don Simon Mimosa 750ml (barcode bottle 8410261105109, box 8410261105499)

Roter → Action: outbound incorrect SKU, add stock on correct.

Incorrect: 13134419 Roter Paracetamol Liquid Caps 500mg 20 St.
Correct: 13134409 Roter Paracetamol 20st Bessensmaak.

Oma's soep maaltijden → Action: outbound incorrect SKU, add stock on correct.

Incorrect: 13134599 Oma's Stamppotje andijvie met gehaktbal 450g. Correct: 131052468 (barcode 8720256715726)
Incorrect: 13134597 Oma's Stamppotje boerenkool met rookworst 450g. Correct: 131052484 (barcode 8720256715696)
Incorrect: 13134598 Oma's Stoofpotje suddervlees 450g. Correct: 131052581 (barcode 8720256715757)

Buzzballz → Action: correct your stock in case it’s swapped.

115501761 BuzzBallzz Strawberry Rita 200ml 13.5% (barcode bottle 850035474105, box 10850035474102)
101700022 BuzzBallz Tequila Rita 200ml (barcode bottle 850035474006, box 10850035474003)
121752057 BuzzBallzz Choc Tease 13.5% 200ml (barcode bottle 850035474037, box 850035474044)

Panadol → Action: outbound incorrect SKU, add stock on correct.

127802300 Panadol Junior zetpil 250mg 10st (barcode 8710464105617)
13134965 Panadol Junior Zetpillen 125mg 10 St. 3 maanden - 1 jaar (barcode 8710464105600)

Dr Pepper zero → Action: Inbound SKU

129952686 Dr. Pepper Zero 330ml (barcode can 8435185981196, box 8435185980663)

❓ If you have any questions please reach out to Sara Barros das Neves

Safetember Week 4: Compliance & Accountability

It's the final week of Safetember, focusing on "Compliance & Accountability". Safety is a team effort, and it relies on all of us following procedures and taking responsibility for ourselves and our equipment.

Reporting Damage: Do It Right

Your pre-ride check is your first responsibility.

Report It: If you notice that something isn't right with your e-bike, even minor damage, you must report it to the hub leadership.
Official Process: The Shift Lead will then report the damage on the Fleet tool so that professional mechanics know what is needed for the repair.
No Self-Repairs: Employees must never try to repair e-bikes themselves. All repair work must be done by the specially commissioned, professional mechanics.

Personal Accountability

Equipment Cleaning: Riders and Shift Leads/OA+ are responsible for cleaning the e-bikes and other equipment.

Thank you for your commitment throughout Safetember. Let’s carry these strong habits forward to ensure every ride remains a safe ride!

Brake Smart, Ride Safe

Welcome to Week 4 of Safetember! This week's theme is "Brake Smart, Ride Safe". Using your brakes correctly is a skill that makes all the difference in maintaining control and preventing accidents.

Braking Best Practices

To brake right and stay bright, follow these key practices:

Hands Ready: Always keep both hands on the brakes so you're ready to react.
Use Both Brakes: For controlled stops, use both the front and back brakes at the same time. This distributes the braking force and prevents skidding.
Weather Awareness: Take extra care and allow for longer stopping distances when roads are slippery from rain or leaves.

As the poster in your hub shows, controlled braking keeps you safe and stable. For more safety tips, scan the QR code on the poster!

Let's make every stop a safe stop.

Weekly F&V Leaflet

This weeks Fruit & Vegetables leaflet is about avocado’s, mandarins and seasonal fruit. See here Week 39.

	Key updates you can't miss

New Customer Phone Number Request Flow - Go Live Wednesday, 24 Sept

Starting tomorrow, the workflow to request a customer phone number will be moved from Slack into the Hub Portal.

How does it work?

What’s changing?

The Request Phone button is only available once the order is en route.
The Phone number request will be denied if there was no rider phone call attempt through the WF App yet.
- Please ensure your riders always try calling the customer themselves first through the app.
- This way the phone will be masked and we ensure customer data protection.

👉🏽 For more information see here.

Unassigning Shift after No Show and Sickness - Go Live Thursday, 25 Sept

What? Hi, we will start automatically unassigning shifts from Riders & OAs after an absence.

When? We are starting with this process on Thursday, 25th of September.

Why? The reason for this automatic unassignment is the harmful impact the absences have on operations and that’s why we want to avoid them.

How? This means that every day, we check all riders & OAs for any Sick/Wait days and NS. If an employee has had an unexcused absence (NS), we instantly remove the person from all future shifts. For Sick/Wait days, we will un-assign all shifts that are further away than 48 hrs.

Examples:

No Show on Tuesday 08:00-16:00: all future shifts, including next day, will be unassigned and become available for others.

Sickness on Tuesday 08:00-16:00: all shifts that start more than 48 hours later, will be unassigned. The first shift that will be unassigned is Friday.

After calling in sick and future shifts have been unassigned and the rider/OA is feeling better again, they can contact the HM to get back on the schedule.

Employees with a min/max contract are excluded from this automation

This new automation means that throughout the week, we will see more available shifts. Please keep an eye out and let’s fill as many shifts as possible.

👉🏽 There will be an Intro call to ask questions on Wednesday, 12:30 - 13:00. All hub managers received an invite, meeting link here.

Shift Extension Message for Riders - Release to all hubs Wednesday, 24 Sept

We will be releasing a new messaging for riders asking them to extend their shift if the hub is in a high-stress situation (= High PDT). Only in this case, riders will not be auto-punched out at the end of their shift and will receive trips with a message asking them to stay and help out their team.

Important: Please ensure that no underaged riders stay longer than their allowed working time. This is emphasized in the messaging.

This has already been live in 50% of our hubs. This Wednesday it will be released to the following hubs:

nl_alk_cent	nl_ams_zuid	nl_dor_cent	nl_lee_cent
nl_alm_buit	nl_ape_cent	nl_ede_cent	nl_lei_noor
nl_alo_cent	nl_ave_kost	nl_ein_geld	nl_roo_cent
nl_ame_cent	nl_bre_oost	nl_ens_cent	nl_rot_croo
nl_ams_gaas	nl_del_cent	nl_gro_cent	nl_rot_zuid
nl_ams_neww	nl_dha_laak	nl_gro_noor	nl_til_noor
nl_ams_watr	nl_dha_sche	nl_hen_cent	nl_vee_cent

👉🏽For more information, see here.

Heads Up: Process Change Upcoming Next Week - Rider Cancellations

Hi all, starting next week we will remove the Hub Approval Flow for orders reported as delivery not possible by the riders. This means riders will be able to cancel orders directly themselves.

Why? We still see a high number of customer contacts for ‘did not receive my order’ due to the delay between the rider trying to deliver an order, and the actual order cancellation.

Here already a heads-up about the upcoming changes:

What’s going to change?

When a rider reports a failed delivery in the WF App, the order will be cancelled automatically.
Once an order is marked cancelled, do not attempt redelivery (customer was already refunded - redelivery would mean we lose the money).
Riders must follow the SOP in trying to reach the customer before cancelling the order.
Hub leadership to monitor rider compliance and cancellation rates.
Riders will be held accountable for their cancellations.

Rider SOP

Check Cancellations and Rider Compliance here - start educating them already!

There is a new Tab in the NL HM Incentivation Looker Studio Dashboard, which shows you cancelled orders of last week, including the rider ID, cancellation reason, and whether the rider followed the Standard Operating Procedure (SOP).

The SOP is followed up all following conditions are met:

At customer time is at least 5 minutes.
The rider attempted to call the customer at least twice through the WF App
The call duration of at least two calls are 30 seconds or more.
If a request was made to the hub for the customer's phone number, it should have been made after the timestamp of the second rider call attempt.

👉🏽 For more information see here.

⏭️ You will all receive an invite to an Intro Call next week shortly to answer any questions.

📲 A rider training will be launched for all riders next week.

Attention: Ordering with External Partners

Please keep in mind that if you place orders for materials, you should only order for your own hub. This goes for orders via Coupa or for orders with for example prezero as well. This is so we keep track of spend per hub and make sure that we don’t place excessive orders.

Tech Hub Service FAQs: Vehicle Unassigned Issue

Lately riders sometimes experience an issue where they have a bike assigned, but in the Hub portal their status is still “Temp offline / No vehicle assigned”

👉🏽 What to do in these cases:

If a rider has already selected an operational vehicle in the Workforce app but their status in the Hub portal still shows as “Temp offline/ No vehicle assigned”, follow these steps:

Ask the rider to re-punch:
- Close the Workforce app completely (remove it from background apps);
- Punch out from the shift and select "End of shift" as the reason;
- Wait at least 2 minutes (this step is important);
- Punch in again and reopen the WF app.
Try to assign the vehicle again in the Workforce app after re-punching in.
If the issue persists:
- Go to the Fleet tool in the Hub portal;
- Check the status of the bike the rider is trying to use;
- If the bike is not in “Operational” status, either:
- Change the bike’s status to “Operational”, or
- Ask the rider to assign a different operational bike.
If the bike is already Operational:
- Repeat steps 1 and 2 again;
- Ask the rider to force-close the app, clear cache and storage and also reinstall it.
- Make sure to wait at least 2 minutes between punch-out and punch-in;
- It may take a few tries, but this usually resolves the issue eventually.

	Shelf Changes & De-listings

The shelf changes will be posted at 15:00 today and will go live tonight. Please move products to their new locations after closure or tomorrow morning. Don't forget the back stock!

If you do not find your hub's file in the folders, it means there are no shelf changes for you this week.

Newsletter - 23.9.25