Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
This week, we have updates on Replacement issues, Reinbound of cancelled orders new feature, shift extension message for riders new feature and more!
Weekly To Do's____________________________________
Replacement issues
We see in part of the hubs that barcodes are ‘reported’ if that product is out of stock, and by reporting these barcodes, the pickers provide customers with alternative products that are negatively corrected afterwards.
This leads to shadow waste & refunds at the same time. A report will be added to the weekly hub comparison report to track your own performance soon. The best performing hubs should be your target (<1%) as we’re working with the same assortment across the board.
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Bakery update
We would like to remind all hubs to return as many bakery crates as possible. Efficient crate circulation is essential for smooth operations. If you experience any issues with drivers not collecting the crates, please inform the Supply Chain team immediately.
Additionally, we would like to emphasize that under no circumstances should keys be used instead of the alarm to access any hub. Drivers must always use the alarm system as the correct procedure. If keys are still being used, or if the situation in your hub differs from this process, please report it to the Supply Chain team.
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Please find the Fruit & Vegetable leaflet of week 25 here.
Key updates you can't miss____________________________________
New Feature: Re-Inbound of Cancelled Orders in HubOne - GoLive Wed 18 June
Tomorrow, we will go live with a new feature in HubOne: a Re-Inbound Flow for cancelled orders.
Why?
Currently, only ~50% of items in cancelled orders are re-inbounded. Thus, a lot of products never return to our inventory, resulting in ‘shadow waste’.
Besides, we are lacking a clear flow to re-inbound and track these products.
What?
A new flow in the HubOne Inbound Tab will show Cancelled orders to easily re-inbound the products, or outbound them as needed
Once an order has been cancelled and the rider trip has ended, the cancelled order shows up like a Shared List in the Inbound Tab.
Note: if the order is cancelled after the trip was completed, the order will appear after 20 min (i.e. order cancellation is confirmed by the SL after the rider has returned to the hub).Claim the list through the three dots or by swiping right
If the order was not returned to the hub, you can delete the list via the three dots
Follow the Inbound list to return the products to their shelves. As usual, products are shown in ascending order of their shelf numbers.
Swipe left to outbound a product and select the outbound reason: not sellable anymore or not returned to the hub.
ℹ️See all Details here, and on Zendesk here
📲Check out the EduMe Guide in the WF App
🙋♀️Issues? #tech-hub-service-nl
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New Feature: Shift Extension Message for Riders - GoLive Wed 18 June
We will be testing a new WF app feature in 50% of our hubs, which will ask riders to stay after their shift ends for additional trip(s) in case the hub is under a high PDT stress situation.
Please find all the information here.
List of hubs that will be tested:
Hub Name |
|
|
|
nl_alm_cent | nl_ams_cent | nl_ams_diem | nl_ams_noor |
nl_ams_west | nl_arn_oost | nl_bre_cent | nl_cap_noor |
nl_dbo_cent | nl_dev_cent | nl_dha_zuid | nl_ein_stri |
nl_ein_woen | nl_haa_cent | nl_haa_noor | nl_hil_cent |
nl_kat_oost | nl_lei_zuid | nl_lel_cent | nl_maa_oost |
nl_nij_will | nl_rot_ruyt | nl_rot_west | nl_spi_cent |
nl_utr_west | nl_utr_zuid | nl_zaa_noor | nl_zoe_cent |
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Next Day Orders - Consumer Test Next Week
Starting this week, we will test a new option for customers to select next day deliveries. This is a low-effort test at the moment to understand demand for this feature from the customer side.
The amount of next day orders that can be placed for one day will be limited, so we are not overloading the next morning with too many pre-planned orders.
The orders will appear in the Hub Portal on the day they should be delivered. On the day the order was placed, it will show if you filter for ‘All Orders’ with an indication that it’s an order for the next day.
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WF App - Force Update
In the coming days, we will need to do a forced WF App update to all riders. This is due to an update with a third-party provider. It should not cause any issues on devices which are already supporting the current app version.
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Tech Hub Service FAQs
This week, we would like to address some frequently occurring issues with the rider status being unexpected, stuck, or needing change, and clarify how this issue can be resolved in the hub.
Q: A rider is stuck returning (forgot to punch out, or the phone is broken, or due to an accident)
A: First of all, please try to resolve the issue using normal procedures - by swiping “Returned” in the Workforce app and punching the rider out if the shift is already over.
If a rider forgot to punch out, please contact the rider; the phone number is available in the WF profile, and ask them to swipe. After it is done, SL/OA+/HM can punch the rider out using Flink webpunch. Punch-out time can be adjusted in Quinyx afterwards, if necessary. If you have already tried to contact, but couldn’t reach the rider, please don’t forget to mention it in the ticket.
If the rider’s phone is broken, swiping can be done on any other phone in the hub, if someone is willing to let the rider log in for a moment on their phone.
If none of these options worked, you can make a ticket for our team for setting the rider offline. Or you can just leave the rider in that status, especially if it happened late evening. All returning riders will be set offline automatically overnight. Having a rider in returning status will not affect orders dispatching or hub’s KPI’s if the rider’s shift is already over.
Hub managers can adjust work time in the Quinyx schedule when necessary.
Q: A rider is stuck En route (forgot to punch out, or the phone is broken, or due to an accident)
A: In most of cases, this can and has to be resolved in the hub until the day ends.
First, make sure that all orders of the rider’s last trip are delivered.
Then complete the trip from the dashboard on Hub portal.
Punch the rider out using Flink webpunch.
Q: Rider can’t assign a vehicle
A: Make sure that the rider is already online and assigned to the correct hub (this can be checked in WF profile in Hub portal).
Q: Rider assigned a bike, but in Hub portal he is still in “No vehicle assigned” status
A: Check the vehicle status in the Fleet tool in the Hub portal. Chances are that the bike is not in “Operational” status, and it causes this issue. If it is the case, change the bike status or ask the rider to assign a different bike in the WF app.
If the vehicle status is Operational, try punching the rider out and in again.
Q: Rider is in “Logged out” status
A: This status means that the rider logged out of the Workforce app. Please ask him to log back in again.
Q: Rider is in “Declining” status
A: This status means that the rider was not accepting trip offers for a while or was rejecting accepted trips several times. SL/OA+/HM accounts can set the rider back online using “Set online” button/action
Q: Rider is “Required break” status and can’t punch out; the shift is already over
A: To avoid such situations, please ask riders to take breaks in the middle of their shifts, so they can punch in from the break properly and then punch out from the shift too.
Alternatively, they can punch out for the end of the shift right away, if there is not enough time left to finish the break until shift ends.
To set riders “Offline” Hub managers can block and unblock them (this is acceptable only in this case, please never block riders with unfinished trips).
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.
ℹ️ More information on Hub Alert here