Notes

GREETING
Hello ! My name is Kevin, a Customer Care representative, I will be assisting you right away.
Hello ! I'm Kevin. Thank you for contacting Customer Care. Tell me what can I do for you today?
Hello! Thank you for contacting Customer Care! My name is Kevin, please allow me a moment to review your past chat.
REQUEST A MINUTE
I'm going to work on your issue, it's going to take me a little more than 2 minutes but I'll be back as soon as I can, is that ok?
What I’m currently doing might take me a minute or two. So please do not leave this chat session so I can help you solve it. Thank you.
I apologize for the inconvenience, please give me a moment to look into the order.
I am still working on this, one moment, please.
Please give me a moment to check the order.
Give me one moment while I process the price adjustment.
Alright, Give me one moment while I process the refund.
EMPATHY
I can definitely help you with this situation.
I will do all in my hands to help you.
I’ll take care of this right now.
I’ll be glad to help you out to get the best solution.
I apologize for the inconvenience, please give me a moment to look into the order.
I'm looking right now at the order details.
I'm doing everything I can to resolve this.
I'm sorry you've had a bad experience.
I will keep you updated.
I understand your frustration
Bear with me and I'll take care of it ASAP.
We'll have this sorted out soon (in no time)
I appreciate your patience.
Thanks for your patience.
I would appreciate your patience.
If you have any sort of problem with your food after receiving it, please contact us back to help you.
Have happy eating!
I'm not sure how to resolve this situation.
Let me check with my manager.
Thank you for letting us know about this situation.
GATHERING INFO
Could you provide me the e-mail address associated with your GrubHub/Seamless account, please?
Is this regarding your order from the restaurant ?
Would that be the order placed at ?
Just to confirm, the order is from the restaurant , correct?
Could you provide me the name of the affected item?
7:01
LATE DELIVERY
I apologize about your order not being delivered when expected. Please allow me a moment to review the situation for you.
We are working to have your order delivered as quickly as possible.
I do apologize for the inconvenience. This is not the experience we want you to have.
In this case, would you like to keep the order or you prefer to cancel it?
I can see on the map that our driver is in the process of picking up your order at the restaurant.
I can see on the map that our driver is right now at the restaurant picking up your order.
I just confirmed with our driver and he's right now at the restaurant picking up your order.
I just called him but he didn't answer so I texted him. You should be contacted by him within the next 15 minutes to provide you an estimated time of arrival.
You should receive a phone call or a text message from our driver within the next 15 minutes. If he doesn't contact you, please feel free to contact us back.
In this case, I will text him to request to contact you to provide an estimated time of arrival, alright?
Let me call the restaurant to verify what's going on with your order.
Let me call our driver to get an estimated time of arrival.
I can see that the order is running late. In this case, I can update the eta of that order so you can fulfill it at time.
CLOSING
Is something else related to this issue that I can assist you with?
We are happy to assist you anytime!
Alright, I hope you have a wonderful weekend . Thanks for chatting in!
It has been a pleasure chatting with you. I hope you have a lovely day.
Hope you have a lovely day, thank you for contacting us and thank you for using Grubhub!
If there's anything else I can do, let me know.
Don't hesitate to ask if there's anything else you need.
DELIVERY ADDRESS UPDATE
I will call our driver to verify is he's able to deliver in that new address.
Once a driver is assigned to your order, I will call him to provide the new address, alright?
I will inform you if we were able to successfully update your delivery address by text message, alright?
GENERAL ISSUE
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.
I apologize for the inconvenience this may cause you.
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.
I’m very sorry that we have disappointed you, and I hope that we can make amends going forward.
We want to get to the bottom of this just as much as you do.
If I were in your position, I think I’d feel just as you do.
I'm sorry for the disappointing experience this evening.
I understand this wasn't the experience you expected and I deeply apologize for the inconvenience, we will work to improve the service.
I beg your pardon. I wish I could do more for you but I do not currently possess the ability to can.
As much as I would love to help you, your request is beyond what I can do.
Thank you for letting me know about this situation. Let me take care of this for you.
FOLLOW UP
In this case, I will call them back in two hours to verify that.
I guarantee you will get your money back, but first of all, I need to contact the restaurant.
I will notify you of the resolution of this issue by text message, alright?
7:01
PROMO CODE
If you provide me the code, I can apply it directly to our system once you have placed an order.
FEEDBACK
Thank you for the information, we really appreciate it and we will work on it.
I´m writing on my notes the situation and we will review this case, thank you for the information.
I'm taking notes on this issue and I'll pass the report to the correct department so they can take actions on it.
I will take notes on this issue and I will pass the report to the correct department so they can take actions on that unprofessional driver.
I do apologize for the inconvenience, I will make sure this feedback goes to the right person so it won't happen again.
UPDATE ETA
I can help you to update the ETA.
How much time would you like me to add to the order?
Can you please let me know how much time do you want me to add to the order?
CHAT DISCONNECTED
I’m sorry 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.
DINER ISN'T ANSWERING
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.
Hey (driver’s name), thanks for letting us know about this. We have tried to contact the diner via a phone call, text and email, but we could not reach the diner. Please wait an additional 5-10 minutes for either a call back from GH Care or the diner. If no one reaches out during this time, please feel free to mark the order as delivered to ensure that you get paid for the attempt to deliver. When marking the order as delivered, please be sure you are near the diner’s location when doing so. You may continue working with any deliveries available in your Driver App. The food may be given away to someone in need or kept by you.
PROBLEMS PLACING ORDERS
If you still have problems placing an order after doing this, please contact Customer Care again to assist you.
In this specific case, I recommend you to delete your app, download it again and then restart it. This usually solves most app issues.
FOOD TEMPERATURE
I understand how important it is to receive your food at the right temperature. In this case, I can issue you a (number)% discount for the inconvenience.
It is possible for me to issue a 10% off discount code due to this inconvenience with your order. Would you like me to issue it for you? Otherwise, let me know and I will see what else I can do for you.
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.
7:01
FOOD QUALITY/UNDERCOOKED/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 us know.
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 canceling your order.
UNWANTED CHANGE OF PLANS
Of course, I can definitely assist you in reviewing if your order can be canceled. Please give me a moment to get your order information.
In this case, is not possible to cancel the order because the restaurant is already working on it. I apologize for the inconvenience.
MISSED DELIVERY
I know it’s really upsetting not receiving your food when you have something planned, I’ve been there myself and I know how it feels, unfortunately we couldn’t reach you, however, to ease the inconvenience, the solution I can give you is providing $__ in Free Grub / Seamless Cash / Promo Code. That you can apply at checkout for a discount on a future order with any restaurant.
I check and the driver tried to contact you and we also try to reach you by phone, I apologize for the trouble. But for the inconvenience, I will send you a promotion code.
SPECIAL INSTRUCTIONS
By looking at the item list, I can see that you weren't charged for the special instructions not followed. Unfortunately, in this case, we are unable to request a refund for this inconvenience.
BLOCKED ORDER
I deeply apologize for the inconvenience, but your order was blocked. I'm not pretty sure why it was blocked. Besides that, you're not going to be charged for that order though may see a full value authorization hold. This will fall back into your account within 24 hours.
I'm so sorry to communicate this, but your order was blocked. If you ask me, I don't know why that order was blocked. Even if you see a full value authorization hold, you're not going to be charged for it because this will fall back into your account in 24 hours.
REQUEST TO CHANGE TO DELIVERY
If you ask me, we are unable to change orders from that restaurant from pickup to delivery.
Also, we are unable to cancel it because the order is ready for pickup.
Unfortunately, orders from that restaurant cannot be changed from pickup to delivery.
And if you ask me, we are unable to cancel that order and process a refund since the order was confirmed by the store.
7:01
REFUND CONFIRMATION
You should see that in your account in 5 business days.
DRIVERS PAYMENT
Unfortunately, payments are solely handled by our Driver Payment Department via email. Delivery Partners can send questions or concerns to [email protected]. Tell the delivery partner to provide as much information as possible when presenting their issue so that they may help resolve the issue in a timely manner.
NOTES
Called and he didn't answer (VM left) / Sent him a text message and e-mail / Driver notified he can mark the order as fulfilled after wait another five minutes
I told diner he won't be charged for this order and It will fall back into his account within the next 24 hours / Diner didn't request more info so I didn't apply "Reassign to Blocked Orders & Compromised GH/SML/EAT24 Account" macro.
Not enough info / Chat disconnected / Texted to follow up
Order confirmed / Unable to cancel it / Diner informed
Called and he delivered everything he got from the resto / Refund on resto $
Called resto twice and they didn't answer / Called secondary and they didn't answer / Marked the resto as STOT / min since it was placed / Called and she didn't answer (No VM available) / Sent her a text message / % in concessions / Order canceled / Diner notified
Called resto twice and they didn't answer / Called primary and still no answer / Marked the resto as STOT / min since it was placed / Order canceled / 0% in concessions / Diner and driver notified
Order still on time / Diner notified we were working to fulfill the order asap / Diner should receive the order at
Called resto and told me they haven't started to prepare the food / Inform h about the cancelation / Order not confirmed / Order canceled / Diner notified
Order not confirmed / Called resto and told me they haven't started to prepare the food / Order canceled / Diner notified
Called resto and told me they haven't started to prepare the food / Inform h about the cancelation / Order not confirmed / Order canceled / Diner notified
This is Grubhub. So sorry our chat was disconnected. Please contact us back via chat or call (877-585-1085) so we can assist you further. Thanks!
Hi GrubHub here! We have successfully updated the delivery address of your resto order. Thank you for using GrubHub.Thanks for contacting us and have a great day.
I recommended diner to delete and download again the app. Then restart it.o share with others. Click here ...