Notes

Question 1 - What are the top 10 dispositions specialists use at Grubhub?
POLICY - Top 10 Contact Reasons for Customer Care
Check Status Disposition
Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges
Diner Charges/Account Question Disposition
Live Order Issues
Order Information Disposition
Order Total Modifications Disposition
Problem with Food Disposition - as of 11/5
Promotion/Code Issues
Technology/Site Issues Disposition

Question 2 -
POLICY - Grubhub for Restaurants
https://restaurant.grubhub.com/login

Question 3 - What is the $10.00 or less policy?
$10.00 or less Policy
If you have made multiple attempts to contact a restaurant for an incorrect or missing item that is $10.00 or less, and have been unable to get a hold of a decision-maker at the restaurant who can grant the refund, please refund the item from the restaurant and leave detailed notes on your ticket.

Question 4 - How does the expire concession policy work?
POLICY - Concessions
Expired Concessions
Concessions is valid for 30 days after it is issued. If a Diner contacts us within 3 days of their Concessions expiring, reissue the original amount given. Note if the Diner frequently requests for expired Concessions to be reinstated, seek assistance from a Lead Manager, or Supervisor.

Question 5 -
POLICY - Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges
Empathize/ Apologize. Unfortunately, customer care specialists are not able to verify that the order was blocked for actual fraud. Many times these are "False Positive" blocks and may not be fraud.
Inform the diner that the order was blocked and that they are not going to be charged for this order, but may see a full value authorization hold. This will fall back into their account within 24 hours.
Click here for more information on Authorization Holds...
If the diner opposes or wants more information; apply the "Reassign to Blocked Orders & Compromised GH/SML/EAT24 Account" macro.
Make sure to write notes on your ticket so that they are aware how to contact the diner back with a response and include any relevant information the diner might have said on the phone to plead their case.
If the diner hangs up/is not interested in additional information or having the block lifted : Note what happened in the ticket and close it.
Example: Diner wanted to know why they received an error message. Informed them that the order was blocked, then they quickly hung up.

How Agents should handle an Unknown Charge Inquiry
Note: Remember we cannot investigate PENDING charges (authorization holds) only FINAL charges. Authorization holds and adjustments (upcharges item refunds) should not be sent to CXT.
Ask the diner if they have a Grubhub or Seamless Account. If they don't, you may need to explain what Grubhub/Seamless is.
Yes
Pull up account and see if you can find the order/charge in question on their account
If you CAN find the charges on their account and they recognize the orders, we do not need to escalate to escalate to CXT
If you CAN find the charges on their account and they do not recognize the orders, advise them to reach out to their bank and change their account password. Double-check to make sure that their account has not been compromised.
If you CANNOT find the charges on their account gather information needed (below) and escalate to CXT using the macro "Transfer/Reassign to Customer Experience Team::Non-Diner Unknown Charges on bank statement.
No
Ask he caller/chatter if they know anyone who has access to the card how may have used Grubhub or Seamless (you may have to describe what Grubhub/Seamless is) like a family member. (Example: Parent is calling and it is their college age child using their card to order on GH or SML.)
Yes
Kindly advise that they can speak to that person and ask if they’ve used GH or SML. If they are still not satisfied and want info on those charges gather information needed (below) and warm transfer to CXT.
IMPORTANT NOTE: WE CANNOT LOOK UP AND GIVE INFORMATION FROM SOMEONE ELSE’S ACCOUNT. Even if the caller knows the phone number and email address used by the other person. They have already admitted that this isn’t their account, so we cannot give them info
Gather information needed (below) and escalate to CXT using the macro "Transfer/Reassign to Customer Experience Team::Non-Diner Unknown Charges on bank statement.
If the customer insists on speaking to supervisor, please warm transfer the contact to CXT.

Question 6 - What are our transfer and escalation policies?
POLICY - Transfer/Escalation Policy/Department Contact Info
Some calls will require the help of multiple departments to fully assist. If this happens, make sure to do all that can be done by your department, including issuing any refunds or concessions per policy and adding notes to the ticket before transferring to another team. You can transfer by either selecting a Five9 option or by manually entering the phone number or team name. You should always warm transfer calls.
Warm Transfer: making sure that the person you're transferring to is available to take the call and providing them with a brief description for the reason of the call. When they are ready for the call, click the "Complete Transfer" button. This will connect the caller to that line and leave you free for the next call. Warm transfers are required on every transfer to a different department.
Why warm transfer?
If another department needs to handle the caller's issue
Escalated or Complex Issues
If deep research is involved
If the caller is upset
If you want to the explain the issue further
Receiving a warm transfer?
Make sure to have the account pulled up.
Actively listen to the agent regarding issue that needs to be addressed and ask any clarifying questions.
When connected to the caller, no need to ask them for a recap. Let them know your name and confirm that you understand the issue at hand.
Ex: "Hi John, I'm Jill. I understand you want to review your delivery boundaries, correct?"

Question 7 - What is the maximum amount of concession we can give a diner per order?
POLICY - Concessions
Specialists are able to give up to $25 in Concessions or up to the dollar amount of the order if under $25, if they find necessary. Meaning that that the total amount of Concessions allowed to give out is $25, not $25 for each specialist handling the issue(s).
For example, if the order is $50, we can give up to $25 in Concessions.
Also, if a Specialist A has already given the diner $15 for a previous issue and the diner calls us back - Specialist B can only give up to $10 additional.

Question 8 - What is the name of the company that administers our gift cards?
POLICY - Gift Cards
On 6/11/2018, we launched physical gift cards with our gift card partner, Cashstar.

Question 9 - What is the policy on concessions issued for Check Status contacts?
POLICY - Concessions
If the order is late and en route you will use the “Check Status” button to provide the Diner a new ETA and the system will automatically determine the amount of Concessions issued. If the Diner reported the order arrived late, give out the appropriate amount of Concessions accordingly using the "Compensate Diner" button.
The Check Status Tool uses the first delivery estimate to determine how late the order is.
0 - 15 minutes late: $0 in Concessions
Use this as an opportunity to apologize and empathize.
16 – 45 minutes late: $5 in Concessions
46 minutes or more: $10 in Concessions

Question 10 - Should we set a Burger King restaurant to Stop Taking Orders if they don’t answer about a non-confirmed order?
POLICY - Non-Confirm Orders
1. Select "Stop Taking Orders" in Compass for rest of the day
2. Call the Diner and notify them of the cancellation. If the diner does answer, leave a VM, text, and email. Cancel the order.
3. Send the ticket to RCare using the Transfer to Restaurant Care macro.