Notes

3ra parte - Chats.
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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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- "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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- "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.
- "COMPLAINTABOUTHTEDRIVER(SERIOUS)" - 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. Would you like to fill a serious complaint about the driver? If so, I can let you talk to my manager right away.
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Hi there,
Explain situation: The diner mentioned one of the scalable criteria, and the diner would like to fill a serious complaint about the driver. https://support.grubhub.com/hc/en-us/articles/360051135912-Customer-Experience-Team-Escalations-CCARE
What is diner/rest asking for: The diner would like to fill a serious complaint about the driver for:
How does requester want to be contacted by CXT and what is their contact info: EMAIL
Thank you!
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- "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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- "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.
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FOR THE REFUND:
- Undercooked Food Claim - ITEM
- Foreign Object in Food Claim - OBJECT found in ITEM
- Food Poisoning Claim - ITEM
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- "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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- "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.