Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!

This week, we have updates on August Delistings, WF Update, Hub Manager HubOne LogIn, Hub Portal Access Request, and more!

Please find here the Delisting List for August.

Please outbound these products via Rescue bag if applicable. For those that are not applicable just follow the usual procedure.

For more information see here.

Please always make use of the Slack Channel #inbound_errors_issues to inform us when something is missing.
This ensures that you are aware of any missing SKUs or undelivered roll containers, helps us confirm the issue, and avoids the need to follow up with the hubs individually about missing SKUs.

Please find the Fruit & Vegetable leaflet of week 32 here. 🥕🍌🍇

Last week we released another change to the rider delivery flow in the WF App: there is now a 10sec timer after swiping ‘arrived’ until a rider can swipe ‘delivered’.

The goal of this change is to reduce double swipes, meaning riders swiping arrived and delivered within a few seconds after each other, as this leads to customer confusion, complaints, and inaccurate stats.

Riders should use the time between swiping arrived and delivered to unload the bags from the bike, and make their way to the customer’s door. Only after the order has been handed over to the customer, they should swipe ‘delivered’.

After swiping 'delivered' the customer information is not available anymore.

Please make sure your riders have the latest WF App version and follow the process correctly.

Let’s keep the experience smooth and accurate for everyone! 🙏

🙋‍♀️Issues to #tech-hub-service-nl

All employees have to be punched in for a shift in the hub when using HubOne. Since last week this requirement also applies to Hub Managers.

If, when logging in with your Employee number, you see the error message “You are not punched in yet. Please complete that step before you log into HubOne” - please double-check that:

As a hub manager, please make sure you create a Quinyx shift for yourself and punch in/out when working in the hub.

🙋‍♀️Issues to #tech-hub-service-nl

To streamline access permissions, Hub Portal access has now to be requested from the IT Service Desk by creating a Hub Portal access ticket via itsupport.goflink.com.

If an employee doesn’t have a goflink account to login to IT Service Desk, they can login with the hub account to create the ticket or the request can be created by their manager on behalf of the employee.
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After you have received the access please note that there are two login methods for Hub portal, selection is offered on the first step of the login process:

→ Choose the login method based on your available login/email address.

→ For users with a goflink account access is also provided automatically on the first login with the correct login method, make sure you tried to log in first before creating the ticket for the IT team. If necessary - adjustments can be made by request to the IT team via the form mentioned above.

🙋‍♀️Issues to #tech-hub-service-nl

As part of our Quarterly Challenge focused on Customer Centricity, we’re diving deeper into one of the key topics driving post-delivery issues: broken eggs.

The challenge is split into three parts:

Bananas are one of our top-selling items, and also one of the most frequently missed or incorrectly packed. Whether it's forgetting to pack them entirely or including only part of a bunch, these small mistakes lead to customer complaints and impact our quality score.

This week, we’re highlighting this issue to help you and your team stay alert during packing and make sure every banana counts. Let’s reduce these avoidable errors together!

👉 For more tips, solutions, and best practices, are available in the slide deck below to help your hub win this quarter's challenge and deliver a better customer experience.

📖 Link to slide deck: Here

📣 Questions: Gideon van Zyl

The hub and cluster with the lowest number of egg and banana issues (per 100 orders) in CW 30–33 will win.

🏅 Hub Prize: €50 team budget
🏅 Cluster Prize: €200 team budget

Let’s handle with care, deliver with pride, and show what true customer centricity looks like, one egg at a time!

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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.