Notes

CHATS (BUBO's) - DaVinci1
-----------------------------------------------------------------------------------------
What action did we take:

Outbound call notes (if an outbound call was made):
Name of the person you spoke with:
Provide a description of what was discussed:
----------------------------------------------------------------------------------------
- "COMMON1" - Hello! Thank you for contacting customer care! My name is Hugo, how can I help you?
- "COMMON2" - Hello! Thank you for contacting customer care! My name is Hugo, I'm so sorry to hear this, let me take a look and find out more information.
- "PLACED" - Was this the order placed through our platform at the restaurant name RESTAURANT?
- "ASSUREASSITANCE1" - It is my pleasure to assist you. Please allow me a moment to look into this.
- "ASSUREASSITANCE2" - I'm really sorry about that. Let me see what I can do.
- "WAIT" - One moment, please. I will check if that is possible. / Thank you for your patience, I am checking if we can honor your request. One moment, please. / Sorry for the long wait. I'm still working on this. / I'm afraid this is going to take me a long time to verify if we can honor your request. If you prefer I can send you an email with the resolution that I'm able to provide you with once I have it for you. / I'm afraid the system won't let us honor your request this time. I'm really sorry for this.
- "MOMENT" - Please excuse me for a moment while I look into this. I want to make sure I have all the right information to help you!
- "CANNOTFINDORDER" - I'm afraid I cannot find your order in my system, can I please have your phone number?
- "CANNOTFINDORDER2" - I'm sorry, I still cannot find your order, can I have your email address associated with your account?
- "CANNOTFINDORDER3" - I deeply apologize, I still cannot find this order on your account, do you have the order number? It must be in the confirmation email that you received when the order was placed with us.
- "CANNOTFINDORDER3" - I'm really sorry, I still cannot find this order on your account, do you have the restaurant's phone number by any chance? So I can check on their today's order history.
- "PAYWITHCASH" - You can pay with cash at some restaurants that accept that payment method. You can verify if they accept cash when placing the order at the checkout page.
- "ASAPandPreorders" - 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?
- "BUYGIFTCARD" - 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.
- "RESETPASSWORD" - I just sent you an email to reset your password. Please allow up to 15 minutes to get it. Also please make sure to check your spam folder.
- "COMPLAINTABOUTHTEDRIVER" - I'm really sorry for this bad experience. I can take the feedback about the driver and I'll be sure to pass it along.
- "ABUSIVEANDINAPPROPRIATELANGUAGEFROMCUSTOMERS1" - I politely ask you to please refrain from the usage of inappropriate language, I would like to continue to help you.
- "ABUSIVEANDINAPPROPRIATELANGUAGEFROMCUSTOMERS2" - I am sorry but I will need to end this call due to inappropriate language. Thank you and have a nice day.
- "WITHINETA(CANCEL)[GHD&SD]" - I'm afraid the order is confirmed and the restaurant is preparing your food so we cannot cancel it anymore, I'm sorry for the inconvenience.
- "WITHINETA(PICKUPREADY)[GHD&SD]" - I can see your order's original estimated time of arrival is TIME. The driver is in the process of picking up the order, please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please feel free to chat back in or give us a call at (877) 815-8527, we'll be happy to help you with this.
- "WITHINETA(OUTFORDELIVERY)[GHD]" - I can see your order's original estimated time of arrival is TIME. The driver has already picked up this order and is on their way to deliver it, please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please feel free to chat back in or give us a call at (877) 815-8527, we'll be happy to help you with this.
- "WITHINETA(PICKUPREADYNODRIVER)" - I can see your order's original estimated time of arrival is TIME. We’re sorry for the inconvenience. We’re working to get your order to you as soon as possible., please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please feel free to chat back in or give us a call at (877) 815-8527, we'll be happy to help you with this.
- "WITHINETA[SD]" - I can see this driver works for the restaurant, it is not a Grubhub driver so we do not have a way to track this driver. Some restaurants have their own drivers to deliver online orders so it must be on its way right now, I can see your order's original estimated time of arrival is TIME. Please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please feel free to chat back in or give us a call at (877) 815-8527, we'll be happy to help you with this.
- "LATEETA(PICKUPREADY)[GHD]" - I'm very sorry for the delay. We are working to have your order delivered as quickly as possible. I can see that your driver is MINUTES minutes away from the restaurant and MINUTES minutes away from your location after he picks up the food at the restaurant. The driver can deliver this in MINUTES minutes by now.
- "LATEETA(OUTFORDELIVERY)[GHD]" - I'm very sorry for the delay. We are working to have your order delivered as quickly as possible. I can see that your driver is MINUTES minutes away from your location.
- "LATEETA[SD]1" - Let me give the restaurant a call to check the current status of your order. One moment, please.
- "LATEETA(NOANSWER)[SD]2" - I'm afraid the restaurant is not taking my call. We apologize for the delay. I can see your order is running late so would you like to keep the order or do you prefer to cancel it?
- "LATEETA(NOANSWERDINERWILLWAIT)[SD]3" - I'm sorry for this delay, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please feel free to chat back in or give us a call at (877) 815-8527.
- "LATEETA(NOANSWERCALLDRIVER)[SD]" - I'm afraid this driver works for the restaurant, it is not a Grubhub driver so we do not have the driver's phone number nor a way to track this driver. Some restaurants have their own drivers to deliver online orders. I'm really sorry for this.
.
What action did we take: Called the restaurant to get the updated ETA.
The restaurant does not answer, asked the diner if they prefer to wait for the order or to cancel it.
.
B1) Diner wants to wait, policy does not say anything about changing the ETA or giving any concessions.
.
B2) Diner wants to cancel so I called the restaurant to ask to cancel the order and refund it on them. No answer, cancel it on them. Grant no concessions.
.
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: Called the restaurant to get the updated ETA.
.
- "SDCANCELORDERTOOLATE1" - FOLLOW POLICY
.
What action did we take: Called the restaurant to cancel the order. No answer canceled it on them. Grant no concessions.
.
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: Called the restaurant to cancel the order.
.
- "ETALATE(NODRIVER)" - We're working to get your food to you! We apologize for the delay. I can see your order is running late so would you like to keep the order or do you prefer to cancel it? the system shows that the most updated estimated time of arrival is TIME.
- "ETALATE(NODRIVER)2" - Sure, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please feel free to chat back in or give us a call at (877) 815-8527.
- "ETALATE(NODRIVER)3" - The drivers are assigned automatically to the order, I'm afraid I cannot assign a driver manually. I'm sorry for this.
- "ETA-NOANSWER" - I was unable to get in contact with the driver, I sent the driver a text message and you should expect a call or text from the driver with the updated estimated time of arrival, if you don't receive a call from the driver within 15 min, please contact customer care.
.
TEXT MESSAGE: Hello, Grubhub here!
Please contact the customer for order number 33611414-4566008 as soon as possible with the updated estimated time of arrival.
Thank you!, Hugo B.
.
- "PREORDERETA" - It is my pleasure to assist you. I can see this is a pre-order requested to be delivered at TIME, so they haven't received the order yet. They usually get the order 40 or 50 minutes before the requested delivery time so the order can be prepared and delivered but this time depends on the restaurant.
- "PREORDERREFUND" - I'm afraid I cannot adjust the order until it is confirmed by the restaurant. I can see this is a pre-order requested to be delivered at TIME, so they haven't received the order yet. They usually get the order 40 or 50 minutes before the requested delivery time so the order can be prepared and delivered but this time depends on the restaurant. Once they confirm the order I can adjust it and send you a confirmation email about the refund.
- "Refund-Giftcard" - 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.
- "GIFTCARDUNLINK" - 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.
- "POISONING CLAIM" - I understand and I'm really sorry for the bad experience, you may contact your local health department also we will follow up with the restaurant and get back to you with an update, we can also give you a full refund for the experience you had and we hope you will try us again.
.
What action did we take: Apologize for the incident. Let the diner know that they may contact their local health department, let them know we will follow up with the restaurant and get back to them with an update and offer a full refund for the experience they had. Call the restaurant. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide. The restaurant doesn't answer: Issue diner Adjustment for affected order on the Restaurant. (The whole refund, cannot use the line adjustment)
.
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. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide.
.
- "CONTACT-FREEDELIVERY(YESTERDAY'SORDER)" - Yesterday's order, I did not ask to check outside because that makes nonsense that the food is still edible even if it was out there.
- "CONTACT-FREEDELIVERY" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see that the order was marked as a contact-free delivery. Can you check at the drop-off location to see if the food is there, please?
- "CONTACT-FREEDELIVERY2" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see that the order was marked as a contact-free delivery. Can you check at the drop-off location to see if the food is there, please? If the food is not there can you check outside of your door or in the lobby of your building, please?
- "CONTACT-FREEDELIVERY(CANCEL)" - I understand, since the food is not outside your order has been canceled. We've voided the charge 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.
- "CONTACT-FREEDELIVERY(WHYWASITNOTDELIVERED?)" - I'm sorry for the inconvenience. We do not have any information about why it was not delivered, all we can see is that the driver marked it as delivered at TIME, since it was not delivered to you we have processed a full refund, and for the inconvenience, we've emailed you a discount code for your next order for CONCESSIONS% off so you can replace the order.
- CONTACT-FREEDELIVERY(CANYOUCALLTHEDRIVER?)" - I am really sorry for the inconvenience, it appears that we will be unable to re-deliver your order and I'm afraid I cannot call the driver anymore since the order is marked as delivered. I do apologize. We've refunded the whole order and for the inconvenience, we've emailed you a discount code for your next order for CONCESSIONS% off so you can replace the order.
- "NOCONTACTFREEDELIVERY" - Sure, you just have to unmark the "Contact-free delivery" option at the checkout page to have the driver call you when delivering the order.
- "MISSEDDELIVERY" - I can see your driver attempted to deliver your food, I've emailed you a promotion code that you can use towards your next order for CONCESSION% In Free Grub. You have 30 days to use this.
- "ORDERNOTRECEIVED[GHD]1" - Let me call your driver to find out if they are able to return and complete the delivery.
- "ORDERNOTRECEIVED[GHD]2" - I'm afraid the driver is not taking my calls, so I cannot make sure he is able to return and complete the delivery. I'm really sorry for this.
.
What action did we take: Contact the driver to find out if they are able to return to the diner and deliver the order. The driver is unable to return because he is unreachable, apologize and cancel the order on Grubhub. Give no concessions.
.
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: Contact the driver to find out if they are able to return to the diner and deliver the order.
.
- "ORDERNOTRECEIVED[SD]1" - Let me contact the restaurant to find out what happened and ask if they can redeliver. Give me a moment, please.
- "ORDERNOTRECEIVED[SD]2" - I’m really sorry that your order wasn’t delivered, we were unable to get a hold of the restaurant, we are going to issue a refund for your order.
.
What action did we take: Contact the restaurant to find out what happened and ask if they can redeliver
.
A) Customer no longer wants the food: cancel the order on the restaurant. Grant no FG.
.
B) The restaurant doesn't answer: cancel the order on the restaurant. Grant no FG.
.
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: Contact the restaurant to find out what happened and ask if they can redeliver
.
- "PROBLEMWITHFOOD(CANNOTFINDTHEITEM)[GHD&SD]" - I'm afraid I cannot find this item on the item's list. What is the name of the item or the combo where it is supposed to come with?
- "PROBLEMWITHFOOD(REORDER)[GHD&SD]" - If you will reorder this I can email you a discount code that covers the delivery fee. One moment, please.
- "MISSINGITEM[GHD]1" - I'm really sorry that you are missing these items and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "MISSINGITEMREFUND[GHD]2" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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.
- "MISSINGITEMREFUND(REFUNDTAXES&FEES)" - We've processed a refund for the affected items plus sales taxes. I'm afraid the rest of the taxes and fees, such as delivery fee, service fee, donation, tip, are not adjustable. I'm really sorry for the inconvenience this may cause you.
- "MISSINGITEMSFROM(COMBO)" - Let me call the restaurant to get the price for the missing items and refund them.
.
What action did we take: Call the restaurant to get the prices of the missing items. The restaurant does not answer to give out price:
.
A) Check the menu for the restaurant to see if the item is listed. The price for the item is:
.
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:
.
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.
.
- "INCORRECTITEM[GHD]1" - I'm really sorry that you received the incorrect items and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "INCORRECTITEMREFUND[GHD]1" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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.
- "INCORRECTITEMREFUND(REFUNDTAXES&FEES)" - We've processed a refund for the affected items plus sales taxes. I'm afraid the rest of the taxes and fees, such as delivery fee, service fee, donation, tip, are not adjustable. I'm really sorry for the inconvenience this may cause you.
- "INCORRECTITEMFROMCOMBO" - Let me call the restaurant to get the price for the incorrect items and refund them.
.
What action did we take: Call the restaurant to get the prices of the incorrect items. The restaurant does not answer to give out the price, refund the affected items on the restaurant.
.
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 incorrect items.
.
- "WRONGORDER(WHATISWRONG?)[SD-REFUNDTHEWHOLEORDER]" - May I ask what did you receive instead of what you ordered?
- "WRONGORDER[GHD]1" - I'm really sorry that you received the incorrect order and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "WRONGORDER[GHD]2" - Give me a moment to contact the driver to know if he has the correct order with him.
- "WRONGORDER[GHD]3" - I'm afraid I cannot reach the driver to know if he has the correct order with him.
- "WRONGORDER(REFUND)[GHD]4" - Your order has been adjusted. We've processed the refund on our end for the entire order, 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.
.
What action did we take: Call the driver, ask if they are near the diner's delivery address. Ask if they have the correct order with them. I cannot reach the driver; refund the order on GH.
.
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, ask if they are near the diner's delivery address. Ask if they have the correct order with them.
.
- "ELIGIBLEFORREDELIVERY1" - I apologize for the (incorrect/missing/wrong) items. We are more than happy to assist you with having these items redelivered. Would you like us to have these items redelivered for you?
- "ELIGIBLEFORREDELIVERY2(Suggested verbiage if a customer starts by asking for a refund)" - I'm so sorry about the (incorrect/missing/wrong) items. I can see about getting these items refunded for you, or I can see if we can have the items redelivered to you. Would you still want a refund, or would you like to have these items redelivered?
- "ELIGIBLEFORREDELIVERY3" - Thank you for accepting the redelivery offer. I've passed this information along to another apartment that will replace this order for you with no extra charge. The order is going to be placed in the next 30 minutes or less, you will get notifications about the status of the order.
- "FOODQUALITY[GHD&SD]1" - I'm really sorry for the condition of the food and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "FOODQUALITYREFUND[GHD&SD]2" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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.
- "FOODQUALITYREFUND(REFUNDTAXES&FEES)[GHD&SD]2" - We've processed a refund for the affected items plus sales taxes. I'm afraid the rest of the taxes and fees, such as delivery fee, service fee, donation, tip, are not adjustable. I'm really sorry for the inconvenience this may cause you.
- "COLDFOOD[GHD&SD]" - I understand how important it is to receive your food at the right temperature. I can definitely assist you and find a solution to this situation. Please allow me a moment to look into this.
- "COLDFOOD[GHD]1" - I apologize for the temperature of the food, for the inconvenience, I can email you a promotion code that you can use towards your next order for the 20% off in Free Grub. You have 30 days to use this.
- "COLDFOOD[GHD]2" - I understand how frustrating this situation can be, I deeply apologize for the temperature of the food, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous one that I offered you. You have 30 days to use this.
- "COLDFOOD[GHD]3" - I'm really sorry for the temperature of the food, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous codes that I've offered you. You have 30 days to use this.
- "COLDFOOD(LINEITEMADJUSTMENTFORAFFECTEDITEMS)1[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the affected items for you instead of the discount codes that I've offered you. Please allow me a moment.
- "COLDFOOD(LINEITEMADJUSTMENTFORAFFECTEDITEMS)2[GHD]4" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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.
- "COLDFOOD(REFUNDONGH)(REFUNDFORTHEWHOLEORDER)[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED[GHD]" - I understand how important it is to receive your food in the right condition. I can definitely assist you and find a solution to this situation. Please allow me a moment to look into this.
- "FOODDAMAGED[GHD]1" - I apologize for the condition of the food, for the inconvenience, I can email you a promotion code that you can use towards your next order for the 20% off in Free Grub. You have 30 days to use this.
- "FOODDAMAGED[GHD]2" - I understand how frustrating this situation can be, I deeply apologize for the condition of the food, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous one that I offered you. You have 30 days to use this.
- "FOODDAMAGED[GHD]3" - I'm really sorry for the condition of the food, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous codes that I've offered you. You have 30 days to use this.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(LINEITEMADJUSTMENTFORAFFECTEDITEMS)1[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the affected items for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(LINEITEMADJUSTMENTFORAFFECTEDITEMS)2[GHD]4" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(REFUNDFORTHEWHOLEORDER)[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(CALIFORNIAORDER:(Diner reports packaging was not properly sealed (bag was open with no stickers, tape, staples, etc-REFUNDONRESTAURANT)[GHD]4.1" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(CALIFORNIAORDER:(Diner reports damage to packaging (i.e. broken seal, torn bag-REFUNDONGH)[GHD]4.2" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "BLOCKEDORDER1" - 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.
- "BLOCKEDORDER2" - I'm sorry for the inconvenience. It appears that this order was not processed. 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.
- "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.
.
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.
.
A) The order is confirmed, cancel and refund on Grubhub.
.
B) The order is not confirmed, cancel and refund on the restaurant.
.
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.
.
- "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, 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.
.
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.
.
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.
.
- "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.
.
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.
.
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.
.
- "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?
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[PAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has paid for the order at the restaurant already, so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it for you.
.
What action did we take: Call the Driver to see if they have placed the order at the restaurant. Driver doesn’t answer: Cancel the order on Grubhub

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 to see if they have placed the order at the restaurant.
.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)2[NOTPAID]" - Thank you for waiting, I'm afraid the driver has placed the order at the restaurant already so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
.
What action did we take: Call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it.
.
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 to see if the driver hasn't placed the order at the restaurant so we can cancel it.
.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to let him know about the order cancelation so he does not place the order anymore.
.
What action did we take: Call the driver to let him know about the order cancelation so he does not place the order anymore.
.
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 to let him know about the order cancelation so he does not place the order anymore.
.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-LESSTHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 10% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-MORETHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 20% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1-[CANCELLATIONPROCESS-IFTHEDINERSTILLPUSHESFORCANCELLATION]: I understand, please allow me a moment to contact the driver and cancel the order with the restaurant.
.
What action did we take: Call the driver to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
.
A) The restaurant honors cancellation, cancel the order on Grubhub. Give diner 20% in concessions.
.
B) The restaurant refuses to cancel, instruct the Driver to pay for the order and ask him to keep or donate food. Cancel the order on Grubhub. Give diner 20% in concessions.
.
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 to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
.
- "ORDERNOTRECEIVED(PLACE&PAY)[GHD]1" - Let me call your driver to find out if they are able to return and complete the delivery.
- "ORDERNOTRECEIVED(PLACE&PAY)[GHD]2" - I'm afraid the driver is not taking my calls, so I cannot make sure he is able to return and complete the delivery. I'm really sorry for this.
.
What action did we take: Contact the driver to find out if they are able to return to the diner and deliver the order. The driver is unable to return because he is unreachable, apologize and cancel the order on Grubhub. Grant $10 off in Free Grub.
.
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: Contact the driver to find out if they are able to return to the diner and deliver the order.
.
- "PLACE&PAY(HOWDOESITWORK?)" - I'm sorry for the inconvenience. I can see you ordered at a Place and Pay restaurant, the driver has the order on his phone and he will place the order at the restaurant so it can be delivered to you.
- "PLACE&PAY-SPECIALINSTRUCTIONS" - I'm afraid I cannot call the restaurant but I will ask your driver to let the restaurant know about the changes.
.
TEXT MESSAGE:
Hello, Grubhub here!
For order number NUMBER please ask the restaurant to SPECIALINSTRCTIONS. This is per the customer's request.
Thank you!, Hugo B.
.
- "PLACE&PAY(REFUND)" - I cannot refund the rest of the order, this message keeps appearing even if a try to refund just some cents: Start recheckout has encountered an error. Please refresh and try again. More Info: No additional info available, sorry GH request id: d95f9a80-82cd-11eb-98fd-7195d0461642. I canceled the order on GH so it can be fully refunded to the customer as promised
- "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%(BLABLABLA)" - 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 feel free to chat back in or give us a call at (877) 815-8527. We will be happy to assist you with this.
.
- "" - BLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABLABL
.
2da parte - Chats.
-------------------------------------------------------------------------------------------

- "PROMOCODEORMARKETINGCAPAINGCANNOTBEFOUND" - I'm afraid I cannot find any information about this on my system, can you send me a screenshot of the page that offers this promo, please?
- "FEEDBACK" - I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along.
- "ONLYRESOLUTION" - I'm sorry for the inconvenience. I'm afraid this is the resolution that I can provide you with. I can take feedback and I'll be sure to pass it along.
- "BLABLABLABEFOREDELIVERED" - I'm really sorry for the bad experience with your order today. If there are any issues with your order when you receive it please feel free to chat back in or give us a call at (877) 815-8527, we'll be happy to help you with this.
- "EXTRAHELPWITHAPOLOGYXD" - I'm sorry for the inconvenience. Is there anything else I could help you with today?
- "Survey" - Thank you for chatting! Please be sure to rate this chat once this interaction has ended and I hope you have a good rest of your day.
.
"CANCELANYPOLICY" - Let me give the restaurant a call to cancel your order on our end. Please allow me a moment.
.
What action did we take: Call the restaurant to cancel the order, no answer. Cancel it on them.
.
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