Notes

Templates for chats:
Opening:
It is my pleasure to assist you.
Can I help you with something else?
Thank you for the information, we really appreciate it.
Is this regarding your order from the restaurant...
Would that be the order placed at?
Okay, we apologize for the...
You will receive an email shortly with...
Unfortunately, in this case...
"I'm very sorry for the delay. We are working to have your order delivered as quickly as possible. Once I'm able to gather more information, I can provide you with an updated ETA for your order."
I do apologize for the inconvenience. This is not the experience we want you to have.”
“I’m sorry to hear that; I can definitely help fix this for you.”
“I understand how frustrating that can be, I apologize for the experience.”
“Thank you so much for your concern”- For Restaurants & Drivers
“Thanks for letting us know I completely understand”- For Restaurants & Drivers
“I've been in the same situation, but I assure you we will find a solution”
“I apologize for the inconvenience this may cause you”
“You've reached the right person to resolve your problem”
“I know how important is this for you”
I just confirmed with the restaurant,
I just confirmed with the driver,
I'm very sorry for the trouble. I will process the full refund of your order.
You should see the transaction settle in the next few days.”
I can confirm that the (refund/cancellation/upcharge) has been processed on our end. You should see the transaction settle in the next few days, depending on your bank or credit card’s processes. Please reach out to your financial institution if you have any questions.”


I can update the ETA.
How much time do you want me to add to the order?

**Thank you for contacting Customer Care! My name is Nestor, I will be assisting you right away/today.

**Thank you for contacting Seamless. My name is Nestor, I will be assisting you right away.
**Thank you for contacting Grubhub. My name is Nestor, how may I help you?

I am still working on this, one moment, please.
I’m sorry to hear that your previous chat was accidentally disconnected. Please allow me a moment to look into the original issue and take care of it for you.

GH Number
(877) 585-1058
The restaurant is unwilling to process a refund, but we will send you $10 in free grub that you can use towards a future purchase. I'm sorry for the disappointing experience this evening. Is there anything else I can help you with?

I just emailed and texted the customer.
The customer should be contacting us shortly.

I advise you to wait for 5 more minutes if there is no response from the customer or if we do not contact you about this, please, mark as delivered and continue with your deliveries. Thank you for your patience.
Hello! Thank you for contacting Customer Care! My name is Nestor and I will be happy to assist you. Please give a moment to read your request.
Hello! Thank you for contacting Customer Care! My name is Nestor tell me what can I do for you today?

ALLOW- Please allow me a moment while I pull the details of your order.

I understand your concern about not receiving the (all of the items)* you ordered. Please give me a moment to review your order and to assist you with this situation.

*specify the missing items

Incorrect Item
I understand your concern about not receiving the items you ordered. I will gladly assist you finding a solution for this situation.

Incorrect Order
I apologize about the confusion made with your order. Please give me a moment to review the situation and find the best solution for you.

Food Temperature/Food Damaged
I understand how important it is for you to receive your food with the right temperature. I can definitely assist you in finding a solution for this situation.

I am sorry to hear that your food arrived in a damaged state, that is definitely not the experience that we want you to have. Please allow me a moment while I pull up the details of your order to find a solution for this inconvenience.

Food Quality/Undercooked Food/Foreign Object in Food
I am sorry that your food did not have the quality expected. I can gladly assist you in finding a solution to this inconvenience.

Thank you for letting me know about this situation. Let me take care of this for you.
Delivery Estimate Confirmation:
I know how important it is for you to know when your food will arrive, and I will gladly assist you with this information.

Late Delivery
I apologize about your order not being delivered when expected. Please allow me a moment to review the situation for you.

Order not received/Missed Delivery
I understand your concern about your order not being delivered. Please give me a moment to review this situation for you.

Unwanted-Too Late

I am sorry to hear that we were not able to fulfill your delivery on time. I apologize for the situation and I will gladly assist you in cancelling your order.

Unwanted-Change of Plans
Of course, I can definitely assist you in reviewing if your order can be cancelled. Please give me a moment to get your order’s information.

Restaurant/Driver ETA
I can definitely assist you in updating the ETA of the order for you. Please give me a moment to find the right order.