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5.-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.
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7.- CONCESSION. 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).
8.-GIFT CARDS. Cashstar
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