Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
This week, we have updates on Returning Cancelled Orders, BBD Check Issues, Restored Vacation Hours, TechOps Virtual Agent, The Flinker, and more!
Weekly To Do's____________________________________
Reminder Returning Cancelled Items
When using the cancelled orders re-inbounding flow, if an item is marked not-sellable or not-returned, it will be deducted from the returned item ratio. So make sure to only use it if the item is not findable anymore or really perished.
Read all about the re-inbound of cancelled orders here.
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BBD Checks - Common Issues
As many of you have been flagging, there have been some issues with products (not) being flagged correctly in the BBD checks lately.
The teams are actively working on resolving these issues.
In the meantime, please continue to flag any BBD products which don’t have a BBD check in HubAlert (Other Issue → Checks Feedback → BBD Check).
Until this is solved, please keep an extra eye out for BBD products.
Thank you for your collaboration! 💪
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Please find the Fruit & Vegetable leaflet of week 31 here. 🥕🍌🍇
Key updates you can't miss____________________________________
Good News: 2024 Vacation Hours Restored!
To give you more time to use your remaining vacation days, all unused 2024 vacation hours that expired on July 1, 2025 will be restored.
You can now use these hours until October 31, 2025.
After that date, they will expire permanently and can no longer be used.
This applies to all riders, OA, OA+ and SL.
You always need agreement from your manager to take your vacation!
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TechOps Virtual Agent - GoLive Thursday 31st July
To provide you faster and easier support at all times in #tech_hub_service-nl, we are introducing a virtual agent as the first line of response to all requests. The agent can help resolve common issues instantly and ask key questions to understand more complex issues.
How will it work?
Instead of writing one word and then filling the ‘request’ form, write your issue directly in the channel in one sentence (not only 1-2 words as before). No need to fill the request form for every question/issue anymore.
The Virtual Agent will try to understand your issue, and you will get a response after a few seconds in the thread.
Read and follow the instructions carefully, and reply by clicking the answer buttons in the thread. If the bot didn’t understand your issue, try again to explain with more details (in the thread).
If you have already provided all details, and tried the proposed solutions given, you can click on ‘Raise a request’ at any point to create a ticket for our team.
How to get the most out of the support:
Write a descriptive summary of your issue in the channel specifying which tool / system it affects, i.e. mentioning ‘HubOne’, ‘Hub Portal’ etc.
Describe your issue in one line, not only 1-2 words anymore.
Be as specific and clear as possible (i.e: nothing generic such as “Rider issue”).
Mention what you are trying to do and what the issue / impact exactly is.
Which system / app / process exactly this relates to.
Mention any error messages that may appear (e.g: “Punch is overlapping” or “User has no access” or “Connection error” etc.)
Note: The new Workflows (Share External Rider, Set Rider Offline, Quinyx Issues) will remain unchanged.
This will help you and us to get responses to common issues faster and easier, without the need to wait for an agent reply, and also during non-tech-ops service hours.
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Quarterly Challenge Deep Dive: Broken Eggs & Customer Centricity 🥚🍳
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.
🏆Challenge Recap:
The challenge is split into three parts:
Post-Delivery Issues
Reduce complaints related to eggs and bananas (measured per 100 orders).
Rider Cancellations
Lower the number of rider-initiated cancellations.
Photo/Video Challenge
A fun and creative way to show what customer centricity means to your team, 5 options to choose from!
🥚🍳 Why Focus on Broken Eggs?
Broken eggs are one of the most frequent and frustrating complaints we receive. They’re fragile, tricky to handle, and if not treated with care, they lead to unhappy customers.
This week, we’re spotlighting this issue to help you and your team take action and reduce these complaints.
Tip of the week!
A super nice way to let riders know thier order contains breakable items like eggs that came from Hub NL_EIN_WOEN...this also netted them bonus points for the challenge for being apart of the photo challenge 📸
📄 Find the PDF file to download for your hub: Here
👉 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
Bonus Alert: Prizes for Top Performers!
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 Flinker July 2025
After a few months, we finally have a brand new edition of The Flinker
Full of fun hub facts, cool pictures from you guys, awesome music recs
, a trivia section (win a small prize!
), and wonderful conversations with the lovely Amira El-Khayari, Maria Fernandes, and Charissa
Some of you might already have seen a copy of this in your hub, for everyone else who hasn't had a chance to receive the physical newsletter you can find the PDF here or on Slack! .
As always, if you have feedback, stories, or would like to feature someone (even yourself!), please scan the QR code, or reach out to Sophia Noon!
The previous edition of the Flinker can be found here.
Shelf Changes____________________________________
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
_________________________________________________________________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.