Hub - Add/Delete/Change -Appliances

Scenario	SOP
Partner wants to change hub due to distance issue	Scenario 1:If a partner requests a hub change due to distance (more than 15 km), verify the partner’s address and calculate the distance from the current hub. If the distance exceeds 15 km, raise it on slack and keep the ticket pending for 48 hours. Check the same via google maps: Check distance between partner address and partner's hub. Scenario 2: If it is <15kms then refer Themis criteria.
2. Hub change request due to less demand in existing hubs	Refer Themis for this scenario, If the Themis criteria are met, we will raise it on slack, tag city POC and Park for 24 hrs. If there is no revert within 48 hrs tag manager of the city POC If not, we will inform the partner that the change is not possible, and it will only be done based on demand. How to refer themis is mentioned below. Please scroll down.
No hub tagged/Hub removed from business team	> If partner is not tagged in the request Hub – then we’ll share the request with the category manager on slack and keep a ticket pending for 24 hours. we'll close the case after conveying the revert received by the CM to Pro.
Relocation: partner relocating to a different area	Refer Themis for this scenario, If the Themis criteria are met, we will raise it on slack, tag city POC and Park for 24 hrs. If there is no revert within 48 hrs go ahead with the change If not, we will inform the partner that the change is not possible, and it will only be done based on demand. How to refer themis is mentioned below. Please scroll down.
Tagging : 2.2 Profile- Profile related escalation < Hub-Add/delete/change

How to Use THEMIS

Navigation:
Ops Dashboard → Themis
Or Direct link: Themis Link
Process Flow:
- Check if the desired area is already covered under current hub using Hub Maps.
- If already covered → Inform partner → Close ticket (no changes).
- If not covered → Inform about areas under new hub → Take partner's agreement → Proceed.
Identifying Changes through THEMIS:
Steps:
1. Select Sub-Category.
2. Select City.
3. Use Hub Maps to locate hub.
4. Select Desired Hub.

Themis Criteria for Hub Changes

HUB FROM	HUB2 TO	Decision
Undersupplied	Oversupplied	Cannot be changed
Normal	Oversupplied	Cannot be changed
Undersupplied	Undersupplied	Cannot be changed
Undersupplied	Normal	Cannot be changed
Oversupplied	Undersupplied	To be raised to CM on slack
Oversupplied	Normal	Cannot be changed
Normal	Undersupplied	To be raised to CM on slack
Normal	Normal	Cannot be changed
Oversupplied	Oversupplied	To be raised to CM on slack

Partner Self-Check Instructions:

Teach Partners How to Check Hub Coverage Themselves:

Go to Top 3 lines (menu) in the app.
Go to My Hub from profile.
Zoom in/out to view details or covered areas of the hub.

Verbiage for Not Changing Hub:

"Sir, hub add iss liye nahi ho sakta hai kyunki jo hub aapko chahiye usme pehle se hi utne partners available hain jitne ki requirement hai. Agar aapko uss hub me add kar denge to kisi ko bhi prayapt leads nahi mil payenge, jisse sabhi partners ki earning me kami hogi. Isiliye system aise design kiya gaya hai ki sabhi partners ko barabar ka mauka diya jaaye."

Add Hub Request:

A maximum of 2 hubs should be there in partner's profile.

If decision column says change then raise a hub addition request on slack to the City POC . Set a reminder of 24 hours on the ticket. In case there is no response after 24 hours then go ahead with the hub addition

Step	Condition/Trigger	Action	Notes
1	"Decision" column says "to be raised to CM"	Check if partner has less than 2 hubs	Maximum 2 hubs allowed per partner profile
2	Decision is "Change" and hubs < 2to be raised to CM	Raise hub addition request on Slack to the City POC
3	After sending Slack message	Set a 24-hour reminder on the ticket	To follow up on POC response
4	No response from City POC within 48 hours	If there is no revert within 48 hrs tag manager of the city POC