Notes

5ta parte- Chats.
-----------------------------------------ADOBEHELP-----------------------------------------------------
- FYI - BBB, SoMe, Legal, corporate, etc threat on Ticket #NUMBER, Diner very upset for.....
- Question - Ticket #NUMBER - QUESTION
- DaaS order - Ticket #NUMBER - DINER'SNAME - CONFIRMATIONCODE - DINER'SEMAIL / Type of adjustment (refund/credit) and amount - on behalf of GH or restaurant - the reason of the adjustment.
- Approval request - Ticket: #NUMBER - Refund for +$100 - Diner stating order was cold. etc.
Serious Driver Complaint - Ticket #NUMBER - The customer is saying that the driver... - Should it be escalated?
---------------------------------RESTAURANTREQUESTSTOBEREMOVEDFROMGRUBHUB----------------------------
- "RESTAURANTREQUESTSTOBEREMOVEDFROMGRUBHUB1" - We understand that you would like to be removed from our platform. We will stop taking orders for your restaurant for the remainder of the day. In order to process your removal request, we will need an email from the business owner or manager of the restaurant. Could you please provide the best email address for us to send more information?
- "RESTAURANTREQUESTSTOBEREMOVEDFROMGRUBHUB2" - Thank you for the information, I've sent you the removal request email. The restaurant can expect to be removed from Grubhub within 72 business hours of the response via email.
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Thank you for contacting Grubhub. We have received your request and have stopped diner's ability to place an order from your restaurant for the remainder of the day.
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If you would like your restaurant to be fully removed from the Grubhub platform, please email us at [email protected] with the following information:
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​• Name of restaurant
• Address of restaurant
• Your name
• Your relation to the restaurant
• Reason for removal request​
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After sending your email request to [email protected], please allow 48-72 business hours for us to remove your restaurant from the Grubhub platform.
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There are many benefits partnering with Grubhub. If your restaurant is interested in learning more about a partnership, please contact us at [email protected]. We would be happy to discuss these benefits with you or a designated member of your team.
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Please do not reply to this email.
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Best Regards.
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Hugo B.
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- "SOMEONE'SELSESNUMBER1" - May I ask what is the phone number where you are getting these messages?
- "SOMEONE'SELSESNUMBER(CANNOTFINDANYTHING)2" - I understand how frustrating that can be, I apologize for the experience. I'm afraid I cannot find any order associated with this phone number. There may have been a misdial and I do apologize for the confusion.
- "SOMEONE'SELSESNUMBER(CANNOTFINDANYTHING-PUSHESBACK[apply the Transfer to DET: Invalid Phone Escalation ])3" - I’m sorry you’ve had such a bad experience. I'm escalating this issue to another apartment that will investigate this for you and they will email you within 24 hours. I need to gather some information so we can investigate this for you.
What phone number are the calls coming from?
List the dates and times these calls occurred (if possible) or the frequency they are receiving these incorrect calls (e.g. everyday, multiple times a week etc)
What are the contents of the calls? (e.g. are they automated or a live agent)
Have you also received incorrect text messages from us?
Preferred contact method to get in touch with you.
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- "ORDERAFTER60DAYS" - I'm afraid we are able to see orders from the last 60 days, we cannot see any orders after 60 days. My apologies.
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- "STOPRECEIVINGEMAILS(https://support.grubhub.com/hc/en-us/articles/360052342331-Diner-Accounts-CCARE)" - You've successfully unsubscribed. After you are unsubscribed, you may receive emails alerting you of any policy changes relevant to your Grubhub account.
- "STOPRECEIVINGTEXTMESSAGES" - If you would like to opt-out from receiving future SMS notifications, you can do so by texting STOP to 30368. If you want to start getting texts again, you can text START to the same number.
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- "RESTAURANTCAREISSUES" - I'm afraid this is the Diner Escalation Team, we're unable to assist restaurant accounts with these issues. If you need further assistance please feel free to reach out to Restaurant Care, they operate from 8:00am to 9:00pm CT, everyday.
This is their contact information:
Phone: 877-799-0790
Fax: 888-287-9441
Email: [email protected]
Menu Updates: [email protected], Fax: 888-269-4081
Unfortunately, Restaurant Care does not accept chat transfers.
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"CANCELANYPOLICY" - Let me give the restaurant a call to cancel your order on our end. Please allow me a moment.
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What action did we take: Call the restaurant to cancel the order, no 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 cancel the order
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- "REFUNDNEXTORDER" - Let me thank you for taking the time to bringing this to our attention. 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 today. We keep working to improve our service. For the inconvenience, Grubhub will adjust your next order and process a refund as a courtesy for the amount of $25.00. You just have to place an order over $AMOUNT as the grand total and reach out to customer care after the order is placed so we can refund you $AMOUNT as a courtesy from Grubhub.
Here is your ticket number: Ticket #TICKETNUMBER. Please use it for future references so we can better assist you with this refund once the order is placed. Just provide it to the next customer care agent.
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Note for future agents: Since the customer does not have any previous orders to provide concessions I offered the diner a $15.00 off as a refund courtesy from Grubhub on a future order.

- "PROMOCODE" - Let me thank you for taking the time to bringing this to our attention. 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 today. We keep working to improve our service. For the inconvenience, we've emailed you Free Grub that you can use towards your next order for the amount of $25.00 off. You have 30 days to use this.
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- "CANCELED" - Your order has been canceled. 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. Also for the inconvenience, I've emailed 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.
- "CANCELED(ONETIMECOURTESY)" - Your order has been canceled as a one time courtesy. 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.
- "REFUND" - 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.
- "REFUND(ONETIMECOURTESY)" - Your order has been adjusted as a one time courtesy.. 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.
------------------------------------Suspected policy abuse detected (Assist)------------------------------------
Suspected policy abuse detected banner on the diner's account - After reviewing the diner's account and order history, the diner has a total of ORDERS orders, CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. I found not enough information to determine policy abuse - Assist customer.
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Relevant tickets:

Relevant UUID(s):
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. We've looked further into your account and noticed that you have received an unusual number of refunds/Free Grub on recent orders. Here’s what I can do for you:
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. We've looked further into your account and noticed that you have received an unusual number of refunds/Seamless Cash on recent orders. Here’s what I can do for you:
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No suspected policy abuse banner on the diner's profile so I did not check previous tickets nor previous adjustments/cancelations on the account.
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If there is nothing else that I can do for you I hope you have a wonderful rest of your day. Thanks for chatting in!
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Thank you for chatting! I hope you have a good rest of your day.