Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
This week, we have updates on: No product substitutions, accident reporting update, new edume de-escalation & managing aggression, updated handover shelf colours in WF, and more!
Weekly To Do's____________________________________
Roll Container Count – August 31, 2025
This Sunday (August 31), we ask all hubs to count the roll containers currently in your hub and fill in the totals in the sheet.
What to include:
Pink roll containers: Enter the total number (both full and empty) in Column C.
Normal roll containers: Enter the total number (both full and empty) in Column B.
If your hub has a large number of containers, please add a note in Column D requesting an urgent Lekkerland pick-up.
Important reminders:
This is the same type of count that was requested from some hubs last Sunday, but this time we need the data from all hubs.
Even if you submitted numbers last week, please count again so we have the actual totals for the end of August.
Make sure to include all roll containers, full ones, empty ones, and those you are keeping in the hub for storage.
Sheet link: here
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New Edume Course: De-escalation & Managing Aggression (OA+/SL/HM)
We’re pleased to share that a new Edume course is now available for all OA+, SL, and HM: De-escalation & Managing Aggression. You will find the course in the WF app, and you will be sent an email also.
This training comes in response to both legal requirements in the Netherlands and direct feedback from hub leadership teams. Many of you highlighted that dealing with aggressive situations is a real challenge in daily operations, and this course is designed to provide the right tools to manage them effectively.
The course combines practical scenarios, interactive quizzes, and step-by-step guidance to help leaders recognize aggression, respond appropriately, and maintain control in difficult situations.
By completing this training, hub leadership will be better equipped to ensure staff safety, prevent escalation, and handle conflicts with clarity and confidence.
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Please find the Fruit & Vegetable leaflet for week 35 here. 🥕🍌🍇
We give updates on the quality of cucumber and strawberries, and ask you to do more daily quality checks on the red grapes. Furthermore
Key updates you can't miss____________________________________
No More Substitutions
Our Shadow Waste investigation showed that there are still many hubs offering unapproved substitutions to prevent pre-delivery issues. While often done with good intentions, they cause serious issues for both customers and our business.
Why it’s a problem:
Hides real issues: Substitutions mask stock problems instead of fixing them.
Confuses customers: Receiving the wrong item, even a “better” one, damages trust.
Creates future OOS: In case the stock is not updated correctly after a substitution.
Costs money: Around €9,000 is lost per month due to shadow waste.
Wastes time: Staff spend extra time choosing substitutes, calling customers, and fixing stock.
From now on: No substitutions! (This was always the rule!)
If an item isn’t available, mark it as not found during picking. The system will process the refund automatically.
This may raise issue rates at first, but it gives us the transparency we need to solve the real problems.
Some examples of customer feedback on substitutions…
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Updated Shelf Colours in the WF App
Starting next week, riders will see new colours of the shelves and containers in the WF App when collecting the bags. Colours are now based on the shelf numbers, and not on the container size anymore.
This is in preparation for a new handover shelf system, where these colours will be reflected on the physical handover shelves to make it easier for riders to find the correct shelves. More details on how we’ll make handovers even more efficient will be shared soon!
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Hub Portal Update: Next-day and planned orders have been excluded from the Average Fulfilment Time metric calculation
The Average Fulfilment Time metric in the Hub Portal has been updated. From now on, next-day and planned orders will no longer be included in the calculation.
This change makes the metric a more accurate reflection of real-time order preparation and helps us better measure performance on immediate customer orders. By excluding orders that are scheduled ahead of time, we ensure that the data focuses only on the speed and efficiency of live fulfilments.
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Important Update: Accident Reporting Procedure
We would like to remind everyone of the correct procedure for reporting accidents involving our riders or any incidents occurring in the hub.
🔹 Effective immediately, accident reports must be submitted directly to:
If you need to fill out a European Damage Report (Europees aanrijdingsformulier), only fill out our email address:
📧 [email protected]. Do NOT fill out DEKRA insurance anymore!
Please do not report any accidents directly to the insurer or use the DEKRA form anymore, as they will immediately be rejected.
All incidents must first be communicated to the email address above. This applies to all types of accidents, both on the road and inside the hub.
❗It is crucial that shift leads and hub managers are aware of this process and ensure it is followed consistently.
📄 For more detailed instructions on how to report an accident, please refer to the following link: accident_reporting
Please make sure this information is shared with all supervisors and relevant team members in your hub.
Shelf Changes & De-listings____________________________________
If you do not find your file in the folder, it means that there are no shelf changes for your hub.
Shelf changes for Hub 3.0
At 16:00 today, we will post the shelf changes here
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Shelf changes for Hub 3.1
At 16:00 today, we will post the shelf changes here
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Shelf changes for Hub 4.0 (AMS_ZUID)
At 16:00 today, we will post the shelf changes here
_________________________________________________________________The list will be published at 16:00, so please check around that time.
The changes will go live tonight between 01:00 and 07:00, so please move the products to their new locations tonight after closure/tomorrow morning.
🤓Don’t forget the back stock! When moving products to their new shelf, always remember to check and reposition any backstock on the top shelves as well!
Read more about the different Hub Sizes here!
Why do we do shelf changes?
Shelf changes are primarily made to optimize product placement, such as moving items from an S to an XS shelf. This allows the shelves to be listed in more hubs than they currently are, expanding the assortment’s size across all hubs rather than concentrating it in only the larger L or XL hubs.
For example, by consolidating products on an S shelf, we can free up space on a relatively empty M shelf and streamline product placement from top to bottom.
This process will continue in the near future as we work to broaden our assortment. Expanding our assortment ultimately increases the potential basket size for customers.
If you notice products that don’t fit the shelves when following the facings, flag them via the “Facings feedback” option in Hub Alert.