📰 In This Week's Newsletter:
Weekly To Do's - Updated Trust Persons Poster; Quality Checks (Product & Fruit of the Week)
Key Updates - Trip Time Difference: Week over Week; HubOne Updates; Rider Tips Grace Period Ending; Outbound Procedure & Compliance; Reporting Closed or Inaccessible Roads; Weight-based Pricing & Picking
Shelf Changes & Delistings
Weekly To Do's
📋 Updated Trust Persons Poster
An updated Trust Persons poster is now available. Please print it and display it in your hub so the latest version is visible to everyone.
👉 Download it here: Updated Trust Persons Poster. It's also available on the Hub Wiki.
🍇🍷 Product & Fruit of the Week
Product of the Week: Grapes... with a Twist! 🍇➡️🍷
For this week’s spotlight, we are technically sticking with grapes, but the kind that have done some serious growing up. That's right, we're talking about wine!
We've seen some bottles mistakenly flagged, but wine should never be outbounded as expired.
The dates on the bottle are milestones, not expiry dates:
Vintage Year: the year the grapes were harvested.
Bottling Date: the day the wine was safely sealed in the glass.
The bottom line: unlike fresh produce, wine is meant to age. If the bottle is sealed and intact, it is in perfectly good order.
🗑️ Outbound Procedure & Compliance
📖 Outbound Procedure: a quick reminder on the Outbound During Inbound process directly in the HubOne app. We do not use manual Hub Alert tickets for delivery issues - everything must be handled instantly during your normal inbound flow.
To keep compliance high and ensure suppliers accept our claims, follow the exact steps in this presentation for any items that arrive damaged, expired, or with labelling issues.
⚠️ Crucial photo & code requirements: suppliers will reject claims if the evidence isn't perfect, so please pay extra attention to:
Make sure the picture clear: photos must clearly capture the physical damage, mould, or packaging issue.
Include the BBD/production code: when uploading photos, input the BBD or production code of the item. See the presentation for how to find these on different items.
Unsure of the code? If you can't clearly identify the BBD, production or batch code, include a clear picture of the product information panel (the back label/product text, not just the barcode) so it can be assessed further.
✅ Outbound Compliance: We are showing different KPIs to our weekly reports to help us better track supplier-related waste, improve our claiming process. These new metrics give us much clearer visibility into our outbound performance and any financial recovery we might be missing out on. The new definitions:
Total Outbound Tickets: the total tickets created in the previous week for hubs to keep track of. Every item unfit for sale must be properly captured in the system — follow the procedure above.
Compliant Tickets: the % of outbound damage tickets completed with clear pictures, expiry dates and/or production codes. Calculated on tickets completed perfectly, not the number of items.
Value Lost Due to Rejected Tickets: the total financial cost of supplier-caused waste that can't be claimed due to rejected outbounds.
Our main focus will be on Value Lost Due to Rejected Tickets and Total Outbound Tickets. The goal isn't to create as many tickets as possible — but recent data shows big gaps between hubs, with some hubs having very high ticket numbers while others have extremely low or even no tickets recorded.
Because of this we'll monitor these closely to make sure every hub outbounds waste correctly and consistently. In the coming weeks we'll launch a dashboard showing exactly why tickets are rejected and the user ID of who submitted them, so hub managers can give targeted feedback and close training gaps quickly.
Key updates you can't miss
🚲 Trip Time Difference: Week over Week — Live Wednesday 17 June
From Wednesday 17 June, the Week over Week (WoW) performance view goes live for all riders in the WF App.
What?
Riders could already see their trip time difference for the current shift, but not how it was trending over time. With the new WoW view riders can see how their performance compares to the hub week over week, with a breakdown by segment so it's clear where time is being gained or lost.
What's new?
Week over Week view: a new section in the WF App showing each rider's performance against previous weeks.
Segment breakdown: trip time difference split by segment, so riders see exactly which parts of the trip drive the difference.
📲 Riders will be informed via push notification and in this week's WF Newsletter.
📅 Goes live: Wednesday 17 June. Read more here.
💶 Rider Tips: Grace Period Ending Extended
The grace period for rider tips is still running this week, and will be extended another week (CW26).
This means the tip booster will be paused another week. From CW27 onwards, it will be back based on the new performance framework. All details about the new setup will be shared soon.
📦 HubOne Updates — Live Wednesday 17 June
1. Horizontal & Vertical facings
HubOne will soon show vertical facings in addition to the horizontal facings, giving a clearer picture of how products should sit on the shelf.
For this, we're already adjusting how Facings look in the app:
Horizontal arrows line = Horizontal facings (Handling or Single Units): Number of items to be placed next to each other on the shelf
Vertical arrows line = Vertical facings (Handling or Single Units): Number of items to be placed on top of each other on the shelf (coming soon!)
2. Auto-Sync HubOne Settings
New HubOne settings now sync automatically when you're on the home screen — no need to restart the app. A new "Sync settings" button also lets you pull the latest settings on demand if needed.
🚲 Reporting Closed or Inaccessible Roads
If the WF App routes riders through a road that is closed or inaccessible, please note that our systems don't control these routes — they come from Google Maps data.
You can report the issue directly to Google Maps; once corrected there, routing improves for everyone.
On your computer:
Open Google Maps.
Top left, click Menu.
Click Edit the map → Add or fix a road.
Select the road you want to fix on the map.
Verify the selected stretch of road.
Under "Edit information," select the type of correction and submit it.
Click Done.
In the Google Maps app:
Open the Google Maps app.
Tap the Contribute tab.
Tap Update road → Other.
Tap the road you want to fix → Next.
Select the type of info to fix and enter the correct details.
Tap Send.
You can read more on the Google Maps Help page.
🗂️ Shelf Changes & Delistings
Ticket Processing Update
Shelf changes are implemented only once per week. We typically review incoming tickets on Monday and Tuesday. So if you submit a ticket on Wednesday and don't see an update by Friday, this is not an oversight — the ticket is simply queued for the next processing cycle, as shelf changes and facing adjustments can only be executed once a week. Exceptions are made only for critical or urgent issues.
Shelf Changes
If you don't find your file in the folder, it means there are no shelf changes for your hub.
The list will be published at 16:00, so please check around that time. The changes go live tonight between 01:00 and 07:00, so please move products to their new locations tonight after closure / tomorrow morning.
🤓 Don't forget the backstock! 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.