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Configure new users and check app health.
Start with the information personal to this Partner.
Choose how the app should look when first opened.
Add optional protection before the Partner can access the app.
Arrange the tools, then create the configuration code.
Run a visual check of datasets, essential tools, connectivity and this browser session.
Find Waitrose and John Lewis shops.
Find your nearest Waitrose shop.
Open Waitrose ↗Find your nearest John Lewis shop.
Open John Lewis ↗Select a branch to open its ANPR portal.
Please try again, or open it directly.
Open portal ↗Request product ticket printing.
Request printing of product tickets.
Open ECS Ticketing ↗Check the balance of a Partnership gift card.
Please try again, or open it directly.
Open balance checker ↗Monitor branch cooling and manage equipment isolations.
Wxxx@waitrose.co.ukxxx0.yyyChoose a category to view its products.
Check which security solution a product requires.
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Filter by category, security device, or both, then tick off each line as it is checked or tagged.
List last updated 23/08/2026
Codes and guidance for managing ScanPayGo.
Scan at the Entrance Head Unit to access restricted management functions.
Scan on a handset to display details about the handset and the current shop.
Scan on the handset to end the transaction and prepare it for checkout.
Customers can scan this QR code with the Waitrose app to start a shop for the selected branch.
Scan on a handset to write an error log for IT support investigations.
Check the ScanPayGo scanner rack daily to ensure the entrance screen and the handsets are working.
If a handset does not illuminate: It may remain on a black screen and will need rebooting in the rack. See Reboot scanners below. If there is a problem with the entrance screen, contact the IT Service Centre (PITSC).
To re-boot a ScanPayGo handset or re-scan handset:
Note: If the handset does not reboot, the cradle may be faulty. Try removing the handset using the plastic rod SPG and rebooting the handset in a new location.
To manually release a scanner for a customer, go to the ScanPayGo Entrance Head Unit (EHU):
New customers to ScanPayGo should be shown how to access a scanner from the scanner rack. The customer must:
Note: If the customer mistakenly selects NO, they will need to rescan or swipe their card again. If the system is unavailable, the entry station will display “Please seek assistance”.
If a customer has an issue with an SPG handset, their shopping can be transferred onto another scanner:
After the customer scans the End Transaction barcode, no more items can be added on the ScanPayGo handset. Recall the transaction at a staffed checkout or Welcome Desk till:
Use the MyManagement app to investigate why the customer's card has been blocked.
Important: Do not display the MyManagement screens to the customer.
The card was automatically blocked because the system has no record of the previous shop being completed. Politely ask about the customer's last shopping trip. If you are satisfied with the explanation, unblock the card. If it needs escalation, explain that the information must be passed to the Customer Care team.
The card was automatically blocked because a required rescan was not completed after the End Transaction barcode was scanned. Politely ask about the customer's last shopping trip. If you are satisfied with the explanation, unblock the card. If it needs escalation, explain that the information must be passed to the Customer Care team.
The card was blocked manually. Follow up with Customer Care: it may have been blocked by Profit and Protection, or the card may not have been set up correctly.
See the ScanPayGo BOP for the approved process for blocking or unblocking a customer from using the service.
Override cards, usage guidance and issue reporting.
A hot-water vend counts as the customer's free daily vend, so any further scan will display an error.
Use the appropriate override card to override the message and dispense a hot drink for the customer. Remind the customer that the free vend should not be used to wash or heat their cup.
After each clean, use the appropriate override card to dispense the test coffees required for the usual compliance checks.
Also dispense an additional two or three hot waters to ensure the scanner does not develop a delay.
Partners may use their discretion to override the error and dispense a hot drink for a customer experiencing scanning difficulties.
Support the customer in applying for a replacement card through the usual channels where appropriate.
Note: If the customer's free coffee has already been claimed that day, the machine will display “drink already claimed”.
When a coffee is offered to resolve a service issue or complaint, record the goodwill as Recovery.
Only record a coffee purchase as Delight / It’s On Us when there is a genuine opportunity to surprise and delight as part of the customer's shopping experience - for example, when a Partner hears that a customer planned to get a coffee but forgot their reusable cup.
Use the product code shown and follow the ordering route for each item.
Transfer on BSM to cafe.
Transfer on BSM to cafe.
Transfer on BSM to cafe.
Transfer on BSM to cafe.
Transfer on BSM to cafe.
Report all issues, errors and maintenance requests through CBRE. CBRE will assess the issue and pass it to the appropriate contractor.
Request replacement cards directly from the VMC Helpdesk:
helpdesk@vmcltd.co.ukSearch Parkstone's layout by category or location.
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Scan a product and create a barcode with a price override.
✅ Added by scan
Search across Waitrose and Partner websites from one place.
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These services support natural-language AI searches, so you can ask a full question.
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Search Waitrose acronyms and terminology.
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Reference database · 330 entries · Updated 24 August 2026
Convert any date into its day-and-month-letter code.
Month letters run from A for January through to L for December.
Your saved self-checkout barcode.
Add your barcode in Settings and it will be kept on this device.
Download and set up key apps used across the Partnership.
We use a selection of mobile apps which can support you with various tasks at work. This guide explains what each app does and how to set it up, so you can decide which apps you would like to use.
Using a personal device is optional. There is no expectation for you to install Partnership apps on a personal device. Everything remains accessible through branch devices if you prefer.
Using your own device? PingID must be installed and set up before attempting to log in to any other app in this guide.
Zebra have replaced ESS45 with Workcloud Shift. ESS45 should be uninstalled from your device and replaced with Workcloud Shift. ESS45 will soon cease to be supported.
Important: When you pick up an additional shift in Workcloud Shift, you must also enter and submit the hours in Workday to make sure you are paid.
044-LSH1XN-ZEVD3UPZGKABPEG-783556132Audience: Auror users only, typically Level 5-8 Partners, Duty Partners and Team Leaders.
Partners only: This guide is for Partners. Third-party security officers should follow the separate guidance provided by TSS or Mitie.
Audience: Level 5-8, L10 GNFR Procurement Partners.
Audience: Customer Delivery Drivers.
Audience: All Partners.
Use Workcloud My Work to access retail communications and refrigeration alarms.
044-LSH1XN-ZEVD3UPZGKABPEG-783556132Audience: Customer Delivery Drivers and wine specialists carrying out home visits.
Audience: RingCentral users (Partners must be registered to use RingCentral).
Audience: Level 5-8 Partners, Duty Partners, Customer Service Leads and Level 10 schedulers.
The mobile app offers many Workforce Management scheduling functions, including quick edits to the live week, approving additional shifts, reviewing the Partner Roster, viewing Partner schedules and managing planned absence.
044-LSH1XN-ZEVD3UPZGKABPEG-783556132Audience: Tableau users only, typically Level 5-8 Partners, Duty Partners, Team Leaders and other leaders.
Tableau Mobile allows Tableau users to view reports on a mobile device.
Create a consistent A4 customer notice.
Use / to start a new line.
Reduced-size preview of the exported notice.
The sign will print on one A5 half of an A4 sheet, leaving the other half as the folding back.
Export a notice and it will appear here.
Internal numbers and operational support contacts.
First-line operational support for shop incidents, queries and issues.
First-line support for distribution and RDC delivery queries.
First-line Partnership support for IT equipment and systems.
Support for John Lewis, John Lewis Finance and Waitrose Cellar Click & Collect orders.
Support for Click & Collect orders from associated third parties.
Request a callback by entering your number in Contact us within the Amazon collections MFD app.
Support for the Johnsons and Timpson Dry Cleaning proposition.
Arrange a collection or replacement container. Have the branch postcode ready before calling.
Third-party provider for branch maintenance requests.
24/7 support for security procedures, alarm activations, incident reporting and guidance.
Support for allocation errors, incorrect POS and damaged materials.
Support and feedback for BOP content and WAHS documents.
For help finding GNFR items on Coupa, placing orders and receiving Goods Not For Resale deliveries.
General support for online equipment, postcode allocation and route planning.
Immediate operational issue? Contact OSD.
For licensing changes, BSA, Serve Legal, enforcement visits, WAHS 510 adjustments, noise complaints, legal signage, food safety and hygiene audits, pest issues and trading hours.
Immediate operational issue? Contact OSD.
Support with fallback PDQ devices.
Need to escalate? Contact the Delivery and Operations Team via OSD.
For service issues, questions or further information, contact the Biffa Helpdesk. Calling is the quickest way to resolve operational queries and concerns.
Issues raised from Friday through Sunday will be actioned the following Monday.
The One Call Service operates outside Helpdesk hours, using Biffa collection vehicles and a network of vetted suppliers to provide emergency waste collections.
Emergency use only: For out-of-hours food waste collections involving fly-tipping, refrigeration failures or environmental emergencies such as flooding.
Contact the Bracknell campus security team.
Support for vehicle and driver-related queries. The Central Transport number can also be called for breakdowns and incidents.
Building alarm response coordination for keyholders and Duty Partners.
Before calling: You will need the Custodian codeword before site security can be discussed.
Before calling: Have the machine’s serial number and any on-screen error codes ready to help speed up the logging process.
Guidant is the only approved company for shops requiring agency workers. All requests for agency staff must go through Guidant, who will contact local agencies to fulfil the resource requirement.
Security Guard Provider
Support for Partnership Council, Forums, committees, elections and elected representatives.
The JLP Print Room specialises in the production and fulfilment of high-quality print services for the whole Partnership. Based at Bracknell Campus, it also offers personal printing for Partners.
Support with occupational health referrals and appointments.
Central Transport support for additional or replacement vehicles.
When a third party is involved in a roadside incident, the driver must call the FNOL provider.
Security Guard Provider
Raise a concern or report an incident.
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