Notes

4ta parte- Chats.
-------------------------------------------BLOCKEDORDER---------------------------------------------------
----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges--------------------
- "BLOCKEDORDER1" - I do apologize for the inconvenience, I can see your order was unable to be processed, and you will not be charged for the order. Any payment authorization holds on your account will drop off and be removed from your bank account within 24 hours, this means that the charge will simply disappear instead of being refunded.
Occasionally, our systems prevent orders from processing to protect your account. Our team will review your account. If we have additional questions, we'll email you within 24 hours. During the time that your account is under review, you will not be able to place any orders using your Grubhub account.
Please call the restaurant directly if you would like to place an order. I'm really sorry for this.
- "BLOCKEDORDER(ALREADYESCALATED)" - I see! I apologize for the issues, I understand it's quite a frustrating experience to go through. I can see our team is still working on it, once the investigation is finished we will let you know through your email.
- "BLOCKEDORDER(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. This escalations usually take up to 48 hours to be resolved, however this team has a long queue of escalation to take care of, so they try to get back to everyone as soon as possible. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
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- "BLOCKEDORDER(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
- "BLOCKEDORDER(ALREADYESCALATED)" - I understand how frustrating it must be to wait this long for a resolution. Since it is an internal team we do not have their contact information, but your escalation has been internally sent already.
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- "BLOCKEDORDER(BLABLA)" - I understand how frustrating it must be to wait this long for a resolution. I'm afraid nobody has the power to restore your account so it cannot be done now. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you. We keep working to improve our service.
- "BLOCKEDORDER(BLABLA)" - As a customer myself, I do understand how disappointing and upsetting this situation must be. I'm afraid this situations are resolved by a specialized team, we do not have access into their tools to solve your issue right now, but this situation will be handled since it has already been escalated. We will need to be patient and wait. I do apologize.
- "BLOCKEDORDER(BLABLA)" - I truly apologize for this inconvenience, I totally understand the disappointment of the situation, I would feel the same way. I'm afraid at the moment, we will not be able to provide you with any Free Grub discount code for this until our specialized team reviews your situation further to provide a resolution. I do apologize.
- "BLOCKEDORDER(BLABLA)" - I understand what you are going through. I'm afraid in this case, we will need to review your situation further to provide a resolution. I do apologize.
- "BLOCKEDORDER(BLABLA)" - If I were in your position, I’d feel just as you do. We will have to further look into this before we are able to take actions. I do apologize.
- "BLOCKEDORDER(BLABLA)" - We understand this might be difficult for you, this is definitely not the experience we want for you. At the moment, we don't have an specific time frame for it, most of the times up to 24 hours, but I assure you we are working to get this resolved as soon as possible. I do apologize for the inconvenience this may cause.
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- "MORE" - I deeply apologize for the whole situation. I understand how upsetting this situation can be. I appreciate that you let us know what happened. Unfortunately, at the moment we won't be able to make any adjustments but we're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, most of the times up to 24 hours, but if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - We truly apologize this has happened, we understand how frustrating this is. We will reach out to the restaurant to report the issue you had with you order and in this way we can prevent this from happening again in the future. You may also want to contact the restaurant directly to share your experience or concerns. Unfortunately, we will not be able to process any adjustments in your account at the time but we will escalate this to an specialist team that will review this for you to determine the best resolution.
- "MORE" - I understand how disappointing this situation can be. I will send this to an specialist team right now so it can be reviewed. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, most of the times up to 24 hours, but if there's anything we need to reach out to you for, be assured we will contact you via email. I sincerely apologize for the trouble this may have caused you.
- "MORE" - I understand your position, I would feel the same way. I know how frustrating this can be and I apologize for that. Since this investigation is done internally on our end, we don't have a specific time frame on when this will be resolved, most of the times up to 24 hours, if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - I understand how disappointing this situation can be. I'm afraid on our side, since we're unable to unlock your orders, we will send this to a specialist team that will review this for you. This is done internally so we don't have a direct contact number and we don't have a specific time frame on when this will be reviewed, most of the times up to 24 hours. We will reach out to you in case we need to.
- "MORE" - I understand how disappointing this situation can be and I sincerely apologize for the experience. We don't have a time frame on when this will be reviewed, most of the times up to 24 hours, but we will let you know once the investigation is finished.
- "MORE" - I completely understand how frustrating this can be and I deeply apologize for the inconvenience this may have caused you. At the moment, we will not be able to process any adjustments in your account. This is the reason why I'm sending this to an specialist team that will review the issue for you to provide you the best resolution possible.
- "MORE" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. In order for us to solve the issue, we need to escalate this to the appropriate department. Unfortunately, this cannot be solved immediately, since we need to review the situation meticulously to offer you the best resolution that we can. We don't have an exact time frame for the resolution most of the times up to 24 hours, If we need more information in order to solve it, be sure we'll contact you through email.
- "MORE" - I understand how disappointing this situation can be. Unfortunately, this can take a few days. If you don't hear from us in the next few days you can feel free to reach out again by chat or by calling us.
- "MORE" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. I will make sure to escalate this as an urgent matter so we can have the resolution as soon as possible.
--------------------------------BLOCKEDORDER(REFUNDGIFTCARD)---------------------------------------
- "BLOCKEDORDER(REFUNDGIFTCARD)" - I understand how frustrating that can be, I apologize for the experience. I've gotten it. Upon checking, unfortunately, we won't be able to continue with the refund process for your Gift Card until our team reviews your account.
- "BLOCKEDORDER(REFUNDGIFTCARD)" - Unfortunately, we won't be able to continue with the refund process for your Gift Card until the investigation is finished. We will let you know through your email when the investigation is done.
---------------------------------------GIFTCARD(REFUNDREQUEST)-------------------------------------------
- "GIFTCARD(REFUNDREQUEST)" - Alright, in this care we need to know where the Gift Card was purchased from so we can continue with you request. What is the email sender email address and subject line from the original email that you received containing this E-Gift Card?
- "GIFTCARD(REFUNDREQUEST)" - I apologize for the issues, I understand it's quite a frustrating experience to go through. Do you remember by any chance what was the webpage that you visited to make this Gift Card purchase?
- "GIFTCARD(REFUNDREQUEST)" - The reason that I'm making this questions, is because we work with 3 different vendors when customers wants to purchase Gift Cards to be used on Grubhub. I will send you an email to EMAILADDRESS. Please reply back with a screenshot of the original email address that you received containing the E-Gift Card attached to the email.
- "GIFTCARD(REFUNDREQUEST)" - Approval request to unlink a Gift Card from the diner's account - Ticket #TICKETNUMBER - The diner wants to be refunded for the gift card GIFTCARDCODE (The Gift Card balance has not been used) since his account has been Blocked for POLICY ABUSE and he cannot place orders.
-------------------------------------------AUTHORIZATIONHOLD--------------------------------------------
--------------------------------------Charge Adjustments/Payment Types - CCARE--------------------------------
- "AUTHORIZATIONHOLD10%-20%" - This looks to be a buffered preauthorization hold. Certain banks have recently started buffering our pending transactions by 10-20% for the order total and adding an additional 10-20% to the $1 pre-authorization hold to account for potential adjustments, such as added items, tips, or upcharges for special instructions. This occurs when banks recognize our transactions as a restaurant rather than an online merchant. These holds are temporary and will drop off between 1-5 business days.
- "AUTHORIZATIONHOLD10%-20%(BLABLA)" - I'm afraid I have no information about this to answer your question. If you don't get the refund for $10.00 between 1-5 business days please chat back in. We will be happy to assist you with this.
-----------------------------------REMOVESAVEDPAYMENTMETHOD---------------------------------------
- "REMOVESAVEDPAYMENTMETHOD(PAYPAL)" - I'm afraid we can't see the PayPal accounts attached to your profile so we are not able to remove them. You can delete the payment information by going to your profile settings.
If you cannot see the option, I know this sounds like a generic solution, but it usually works. Please try to uninstall and reinstall the app. This usually solves most app issues. If you are still not having the option to delete them after that, please do it through our website, at www.grubhub.com.
-------------------------------------5+BUSSINESSDAYSNOREFUND---------------------------------------------
-------------------------------------Diner Charges/Account Question Disposition-----------------------------------
- "5+BUSSINESSDAYSNOREFUND1" - Thank you for bringing this issue to my attention. I'm so sorry to hear that you haven’t receive your refund, I understand this might've been difficult for you. May I ask when this order that was adjusted was placed and what is the restaurant's name?
- "5+BUSSINESSDAYSNOREFUND2" - Was this the order placed through our platform at the restaurant name RESTAURANT on DATE?
- "5+BUSSINESSDAYSNOREFUND3" - I confirm this refund for $AMOUNT was made on our end more than 5 business days ago. To investigate this charge on our end, can you please give me the first 6 and last 4 digits of the card that you used to pay for this order?
- "5+BUSSINESSDAYSNOREFUND5" - I'm afraid this is the only way to investigate this refund.
- "5+BUSSINESSDAYSNOREFUND(VOIDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been voided. We've sent you a refund confirmation email with the transaction showing as voided. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
- "5+BUSSINESSDAYSNOREFUND(REFUNDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been refunded. We've sent you a refund confirmation email with the transaction showing as refunded. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
- "5+BUSSINESSDAYSNOREFUND(NOTIMELINEHASPASSED)" - I can confirm that your order was adjusted on DATE. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this. Please allow the full five business days to get this refund, if you don't see it at the end of the fifth business day please let us know so we can investigate this charge for you.
- "5+BUSSINESSDAYSNOREFUND(NOTIMELINEHASPASSED)" - I can confirm that your order was canceled on DATE. We've voided the charge in the amount of $XX on our end, so you may see this charge removed from your statement, instead of appearing as a credit. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this. Please allow the full five business days to get this refund, if you don't see it at the end of the fifth business day please let us know so we can investigate this charge for you.
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- "TAPINGO" - Can I please have your phone number, Tapingo order ID and/or Grubhub order ID?
- "TAPINGO2" - Thank you for the information. I've passed this information along to another apartment that will further assist you with this, they will contact you through your phone in the next 30 minutes.
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- "SWITCHASAP&PREORDER" - I'm afraid I cannot switch between ASAP and Preorders, I can cancel the order so you can replace it, is that fine for you?
- "CANNOTSWITCHTODELIVERY[GHD]1" - I'm afraid we cannot switch pick-up orders for Grubhub driver restaurants to delivery. Can you pick up the order?
- "CANNOTSWITCHTODELIVERY[GHD]2" - Please allow me a moment to call the restaurant and check if the food has not been made so we can cancel it.
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What action did we take: Call the restaurant and check if the food has not been made so we can cancel it. The restaurant does not answer.
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A) The order is confirmed, cancel and refund on Grubhub.
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B) The order is not confirmed, cancel and refund on the restaurant.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant and check if the food has not been made so we can cancel it.
.
- "SWITCHTODELIVERY[SD]1" - It is my pleasure to assist you. Please allow me a moment while I call the restaurant to see if they can accommodate a switch to delivery.
- "SWITCHTODELIVERY[SD]2" - May I ask what is your delivery address?
- "SWITCHTODELIVERY[SD]3" - I'm afraid the restaurant is not taking my call to see if they can accommodate a switch to delivery. Would you prefer to pick up or cancel the order? I'm sorry for this.
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What action did we take: Call the restaurant to see if they can accommodate a switch to delivery. The restaurant does not answer.
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A) The diner wants to pick it up. I did not inform the restaurant of the diner's decision because I was never able to talk to them.
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B) The diner wants to cancel the order. Call the restaurant again to know if the food was made or not so we can cancel it, they still do not answer, cancel it on them.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to see if they can accommodate a switch to delivery.
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- "SWITCHORDERTOPICKUP(DRIVERASSIGNED)[GHD]1" - I'm really sorry for the inconvenience, I'm afraid a driver is already in the process of delivery so we cannot switch the order to pick-up.
- "SWITCHORDERTOPICKUP(NODRIVER)[GHD]1" - I can see the order has not been assigned a driver yet, I can cancel this order for you so you can replace it for pick-up. It this fine for you?
- "SWITCHORDERTOPICKUP[SD]1" - Let me reach out to the restaurant to see if they can accommodate a switch to pick-up. Please allow me a moment.
- "SWITCHORDERTOPICKUP[SD]1" - Thank you for your patience. I'm afraid the restaurant is not taking my call to see if they can accommodate a switch to pick-up. I'm really sorry for this.
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What action did we take: Call the restaurant to see if they can accommodate a switch to pick-up. They do not answer.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to see if they can accommodate a switch to pick-up.
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- "SWITCHTOPICKUPTHEORDERBECAUSEITISTAKINGTOOLONG(GH)1" - I understand how frustrating that can be, I apologize for the experience. I will process a refund for the delivery fee and the tip, also I will notify the driver not to pick up the food anymore, please allow me a moment.
- "SWITCHTOPICKUPTHEORDERBECAUSEITISTAKINGTOOLONG(GH)1" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this.
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TEXT MESSAGE:
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Hello, Grubhub here! Please do not pick up the order number NUMBER anymore, we've marked it as delivered for you. The customer will pick it up himself. Thank you!, Hugo B.
.
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- "UPDATEDELIVERYADDRESSNODRIVER (If the diner would prefer to cancel, cancel the order on Grubhub)[GHD]" - I'm afraid that the order has not been assigned a driver yet. Once a driver is assigned the driver's contact information will appear on the order, you can text or call the driver with their updated delivery information. If you run into any issues please contact us.
- "UPDATEDELIVERYADDRESS[GHD]1" - May I please have your delivery address?
- "UPDATEDELIVERYADDRESS[GHD]2" - Let me call the driver to know if he can travel to the updated address. Please allow me a moment.
- "UPDATEDELIVERYADDRESS[GHD]3" - I'm afraid that the driver is not taking my call to update the delivery address with him. I can cancel this order for you so you can re-order it with the right delivery address.
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What action did we take: Call the driver and ask if he can deliver this to the updated address. The driver does not answer. Cancel the order on Grubhub and let the diner know that they can re-order.
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Outbound call notes (if an outbound call was made): Driver
Name of the person you spoke with: NAME
Provide a description of what was discussed: Call the driver and ask if he can deliver this to the updated address.
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- "UPDATEDELIVERYADDRESS[SD]1" - May I please have your delivery address?
- "UPDATEDELIVERYADDRESS[SD]2" - Let me call the restaurant to know if they can travel to your address. Please allow me a moment.
- "UPDATEDELIVERYADDRESS[SD]3" - I'm afraid that the restaurant is not taking my call to verify if they can deliver to your address. I can cancel this order for you so you can re-order it with the right delivery address.
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What action did we take: Call the restaurant to know if they can travel to the address. The restaurant doesn't answer, cancel the order on the restaurant and encourage the diner to reorder.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the driver and ask if he can deliver this to the updated address.
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- "CANNOTSWITCHBLA" - I'm afraid we cannot switch pick-up to delivery because your delivery address is out of their delivery zone. Can you pick up the order?
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- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM1" - Thank you for bringing this issue to my attention, and I apologize for the inconvenience that you have encountered. Please allow me a moment.
- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM2" - We are sorry this happened. We will reach out to the restaurant. You may also want to contact the restaurant directly to share your experience or concerns. Your order has been adjusted. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this.
- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM3(IfdinerwantsmorefromGrubhubUPTO20%or$10)" - I deeply apologize for the experience, for the inconvenience, I can email you a promotion code that you can use towards your next order for 20% off in Free Grub. You have 30 days to use this.
------------------------
FOR THE REFUND:
- Undercooked Food Claim - ITEM
- Foreign Object in Food Claim - OBJECT found in ITEM
- Food Poisoning Claim - ITEM
------------------------
- "UNDERCOOKED1" - I deeply apologize. We’ll get this straightened out for you. Were the items overcooked or undercooked?
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- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM14(COMBO)" - Let me call the restaurant to get the price for the affected items and refund them. Please allow me a moment.
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What action did we take: Call the restaurant to get the prices of the affected items. The restaurant does not answer to give out price:
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A) Check the menu for the restaurant to see if the item is listed. The price for the item is:
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B) The item is not on the menu, consulted with leadership for the best price to adjust the order. The price for the item is:
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to get the prices of the missing items.
.
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- "ORDERTOTALCONFIRMATION" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Let me share a copy of your receipt with you for your reference.
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- "RECEIPTREQUEST1" - Thanks for your questions regarding requesting a receipt, you can print your receipt from your account by following the next instructions: Please login into your account, go to the My Account drop down and select "Orders". On each order you will find a "View Receipt" button. If you click the button a receipt will generate for that order. You may then print the page or take a screen shot of your receipt.
- "RECEIPTREQUEST2" - I was able to find the order, I've sent you an email to EMAILADDRESS with a copy of the receipt.
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- "RECEIPTREQUEST2" - I was able to find the order, I've sent you an email to EMAILADDRESS with a copy of the receipt and a copy of the transaction ID.
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Hello NAME,
Thank you for reaching out to Grubhub.
We have taken a look into your order number: ORDERNUMBER.
I have attached a copy of the receipt below and a copy of the transaction ID.
If you have any other questions, or concerns, please feel free to respond back to this email, or give us a call.
Thanks,
Hugo B.
.
-----------------------------------
- "RECEIPTREQUEST(GROUPORDER)" - If the receipt is not showing the whole group order total I can send you screenshots of your receipt that shows on our end, unfortunately, this is the only solution that I can offer you. I can also send you a screenshot of the transaction ID for with the whole amount ($AMOUNT USD) if that works for you.
In case you accept, what is your best email address so I can send these screenshots?
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- "RECEIPTREQUEST(GROUPORDER)2" - I've sent you an email to EMAILADDRESS with all of these screenshots attached
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- "GIFTCARD(REDEEM)" - Thank you for bringing this issue to my attention. Gift cards must be applied at checkout or saved within account settings and then applied at checkout. If you are using the Mobile App: Select Account then select Gift Cards. Select “Redeem a Gift Card” Input 17 character code and “Add to my account” At checkout, under “You payment” of the “Review Order” screen, select “Add a gift card” Option to select the gift card linked to the account or input the 17 character code here to apply to the gift card to order total.
If you are using the Website: In top right corner, select “Hi, (customer name)” Select “Gift Cards,” then “Add a new gift card.” Input the 17 character gift card code. (This can also be inputted during the “Review and place order” checkout screen by selecting “Pay with a gift card”).
- "GIFTCARDISSUE(CXT)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Can I please have the gift card number, the card brand name (Grubhub or Seamless), the value (amount), the pin/tracking number, and the name of the retailer, please?
- "GIFTCARD(REFUND)" - If it was a Grubhub gift card the balance is going to remain the same as before you paid for this order, this will happen within 10 business days.
- "GIFTCARD(UNLINK)" - Unfortunately, I am unable to unlink the card from your Grubhub account. However, you can still redeem your gift card balance by using this account.
- "GIFTCARD(UNLINK2)" Alright, in this case, I can see that these 17 digits of the Gift Card are already linked to your account, so I'm passing this information along to a specialized team who will verify if this Gift Card can be unlinked from your account. We will follow up once we´ve reviewed your case. May I please have the best contact email for the follow up?
- "GIFTCARD(UNLINK2)" Thank you, we'll follow up with you as soon as possible once we´ve reviewed your case. I'm afraid this investigations are done internally so we do not have a specific response time-line to get this resolved but our team will get back to you as soon as possible.
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The diner would like to have this gift card unlinked from his account to start a refund process with the vendor since he cannot use it successfully on our platform.
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- "GIFTCARD(BUY)" - You will have to visit https://www.grubhub.com/giftcards, then pick the design and amount of the giftcard and enter the recipient information, lastly, you will fill out the payment information during check out and place the order
-------------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER-------------------------------------
--------------------------------------Specialized Escalation Complaints-------------------------------------------
- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I’m so sorry this happened. As a customer myself, I do understand how disappointing and upsetting this situation must be. We appreciate when people make us aware of issues that happen using our service. It’s an important part of maintaining the quality of our service. Also, thank you for taking the time to bring this to our attention, we will look into this to take any and all necessary corrective actions so issues like this do not take place again in the future with you and with the rest of our customers. In order to continue with this, do you have have any photo or video evidence that could help our investigation by any chance? In case you do, can you provide me with your best email address, please?
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I've sent you an email to EMAILADDRESS. Please reply back with the evidence attached to the email, I'll make sure to add it to the escalation so our specialized team can take a look into it.
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Hello, Grubhub here!
Please attach the evidence to this email and reply back.
Thank you, Hugo B.
.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER2" - I totally agree with you, I understand what you are going through. I will address this issue to the right place so we can take of it.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER3" - It’s totally natural that you would feel this way. I would also be upset if a driver did that to me. I'm taking notes and escalating the situation to take any and all necessary corrective actions. I do apologize for this experience using our service.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER4" - I do apologize for the inconvenience. This is not the experience we want you to have with us. I totally understand the disappointment of the situation, I would feel the same way. I'll make sure to take the notes and pass the information along so this does not happen again in the future.
- "COMPLAINTABOUTHTEDRIVER(SERIOUS)" - I'm really sorry for this bad experience. I understand what you are going through. I've taken the complaint about the driver and I'll be sure to escalate the situation to take any and all necessary corrective actions.
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - Thank you for the information. Grubhub will cooperate with any police investigation and we will be conducting an internal investigation to take any and all necessary action.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - Please feel free to send us any new evidence that will help our investigation, also to follow up with this here is your ticket number: Ticket #NUMBER. Please use it for future references so we can better assist you. Also, since this is an internal investigation, we will not be able to provide any details as to actions taken. However, we can assure you that we will be looking into this right away.
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I understand how upsetting this must be for you and I do apologize for the troubles caused. I'm afraid we are unable to ban a driver from delivering to a specific customer. In case you place an order and this driver is assigned, please let us know, we will see what we can do for you. I do apologize for this bad experience.
- "ASSIGNSAMEDRIVERTOBOTHORDERS" - I'm afraid I do not have any kind of tool to assign the same driver manually to pick up and deliver both orders. Please allow the full estimated time of arrival for delivery. If any of the orders do not arrive on time please chat back in, we'll be happy to help you with this.
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-"CANNOTGIVEMOREINFO" - For privacy data and security reasons, we cannot provide you with the name and phone number of the driver.
-"CANNOTGIVEMOREINFO" - We cannot provide more information without a subpoena on file. Please contact law enforcement and ask them to issue a subpoena requesting information
-"CANNOTGIVEMOREINFO" - Once a subpoena is on file we will be able to disclose all the information requested and our legal team will follow up with you directly.
------------SERIOUSCOMPLAINTABOUTTHEDRIVER(YES)---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: Contact leader through Adobe to confirm this should be escalated to CE - Leader NAME approved the escalation so escalate to CE using the "Transfer/Reassign::Transfer to Contract Enforcement::General Request" and fill out the appropriate information.
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Serious Driver Complaint - Ticket #NUMBER - The customer is saying that the driver stole her food, she does not have any evidence to send us - Should it be escalated to CE?
------------SERIOUSCOMPLAINTABOUTTHEDRIVER(NO)---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: Contact leader through Adobe to confirm this should be escalated to CE - Leader NAME determined no further action is needed. Close the ticket.
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Serious Driver Complaint - Ticket #NUMBER - The customer is saying that the driver stole her food, she does not have any evidence to send us - Should it be escalated to CE?
------------SERIOUSCOMPLAINTABOUTTHEDRIVER[SD]---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: This is a SD order. Contact leader through Adobe to confirm this should be escalated to CXT - LEADERNAME approved the escalation so escalate to CXT using the macro Transfer/Reassign::Specialized Escalation - Transfer to CXT from DET.
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- "UNASSIGNDRIVER1" - Please allow me a moment to call the driver and have the driver unassigned from the order.
- "UNASSIGNDRIVER1" - Thank you for your patience, your driver has been unassigned, we're working on assigning a new driver to pick up your food and deliver it as soon as possible.
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What action did we take: Call the driver and have the driver unassigned from the order. The driver is not taking my calls, followed what the customer said about the driver and unassign the driver from the order.
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Outbound call notes (if an outbound call was made): Driver.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the driver and have the driver unassigned from the order.
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- "UNASSIGNDRIVER(CANNOT)" - I'm afraid we cannot unassign the driver unless the driver contacts customer care and requests to be unassigned from the order. I understand how frustrating that can be, I apologize for the experience.
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