Notes

2da parte - Chats.
-----------------------------------------------------------------------------------------------------------
- "EXTENDETA" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I'm afraid we are unable to extend the delivery time on your current order because it is confirmed and the restaurant is preparing your food. I'm really sorry for this. To place a future order, log onto your account and to the left of the search box you will see a box with a clock that says “ASAP”. Click the arrow pointing down and a box will appear where you can choose a time and date for your order. Once you choose your date and time, click apply, then enter your desired delivery address in the search box. You will then get a list of restaurant options that deliver to your address at the time you requested. From there you can click on a restaurant to get their full menu and start your order.
---------------------------------------Standard Procedures for Chat---------------------------------------------
- "CHATDISCONNECTED(UNKNOWNISSUE)" - Hi, Grubhub here! Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered., it seems the chat was accidentally disconnected. We would still like to help!. Please visit https://www.grubhub.com/help/contact-us to start another chat. Thank you!, Hugo B.
- "CHATDISCONNECTED(KNOWNISSUE)" - Hi, Grubhub here! Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered., it seems the chat was accidentally disconnected. Please allow me a moment to assist you with this, there is no need to contact us back. Thank you!, Hugo B.
-------------------------------------------RANDOM------------------------------------------
- "CORPORATECREDIT" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. This looks to be a corporate credit, let me transfer you to the right apartment that can better assist you with this. One moment, please.
- "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.
- "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.
- "RESTAURANTNOLONGERONRESTAURANT'SLIST" - I'm afraid I was unable to find any information about why this restaurant is not longer on our restaurant's list. I can imagine they ended their contract with us.
- "REVIEW" - You are able to launch the rate/review interface from your Grubhub account. If you are using the Grubhub app, select the MY GRUBHUB tab at the bottom of the screen to view your Orders or If you are using a web browser click on your profile at the right top side of the page, then select Orders. Select an order then click "Rate & review." After launching the submission flow, you will be asked a series of yes or no questions about your order. After answering the order questions, you'll be asked to provide a star rating and a written review. The following criteria must be met to successfully submit a written review: Review must be at least 3 words in length For a written review to be submitted you must have also selected a star rating You must select a rating to submit a written review. However, you are able to submit a rating without a written review. In addition, please refer to these guidelines regarding ratings & review submissions and publishing: https://www.grubhub.com/review-guidelines
- "HURRYREFUND" - I'm afraid we do not have any control over that. I'm really sorry for this.
- "CORPORATEINFO" - Our principal executive offices are located at 111 W. Washington Street, Suite 2100, Chicago, Illinois 60602 and our telephone phone number is (866) 478-2482. Our website address are http://www.grubhub.com and http://www.seamless.com. Our email is [email protected].
------------------------------------------CHATREOPENED---------------------------------------------------
- "CHATREOPENED" - Hello! Thank you for contacting the diner escalation team. This is Hugo, supervisor on duty. I'm really sorry for the inconvenience, it appears the chat reopened when you sent the last message. Is there anything else that we can assist you with?
- "CHATREOPENED2" - Hello! Thank you for contacting the diner escalation team. This is Hugo, supervisor on duty. I'm seeing that one of our supervisors already assisted you, can I help you out with something else?
------------------------------------------------------------------------------------------------
- "ZOPIM1" - Zopim was not sending my messages and it was sending them twice, I could not answer to the chat anymore and it shows I left the chat but I did not, I still can see the chat but my messages aren't sent. The problem had been solved already, close the ticket.
- "ZOPIM2" - Zopim was not letting me send the messages, they were sent until after 2 minutes, it was just loading but not being sent.
------------------------------------GRUBHUBPLUSMEMBERSHIP------------------------------------------------
- "GRUBHUBPLUSMEMBERSHIP(CANCEL)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I've canceled your Grubhub plus membership, you are getting a confirmation email about this.
- "GRUBHUBPLUSMEMBERSHIP(REFUND-GH)" - We're sorry your Grubhub+ membership didn't work out. We've already processed the refund and you should see it within 5 business days. You should be receiving a confirmation email about this in just a few seconds.
- "GRUBHUBPLUSMEMBERSHIP(REFUND-SML)" - We're sorry your Seamless+ membership didn't work out. We've already processed the refund and you should see it within 5 business days. You should be receiving a confirmation email about this in just a few seconds.
-------------------
Ticket #NUMBER - Hi, the diner wants to get refunded for the GH+ charge on this account EMAILADDRESS, he is eligible but I cannot see the refund button, can you help me with the refund? :c
-------------------
- "GRUBHUBPLUSMEMBERSHIP(PREVIOUSMONTHS)" - I'm afraid that customers can only receive refunds for the most recent billing cycle. Refunds for charges older than 30 days are not allowed. I do apologize.
- "GRUBHUBPLUSMEMBERSHIP(REFUND-NOTSETTLEDYET)" - We will be issuing a refund for the Plus membership fee. At the moment, the transaction is still in progress so we wouldn't be able to make any adjustments, once the transactions settles, we will be refunding the fee and emailing you back the confirmation. I apologize for the inconvenience this may cause.
- "GRUBHUBPLUSMEMBERSHIPREFUNDREQUEST(USED)" - I’m sorry, but because you have used your Grubhub+/Seamless+ benefits on an order since you were last charged for membership renewal, we cannot offer a refund. However, you can continue to use your Grubhub+/Seamless+ benefits until DATE.
.
Hi there,
Explain situation: The customer wants to be refunded for the Grubhub Plus membership, it was not used since the last Membership renewal.
What is diner/rest asking for: The customer wants to be refunded for the Grubhub Plus membership.
How does requester want to be contacted by CXT and what is their contact info: EMAILADDRESS
Thank you!
.
- "FREEMEALPLANISSUE" - I'm sorry for the inconvenience, every time your credit card is charged for the monthly membership, you will see a GH+ rewards payment method at checkout. You will be able to select when to apply this offer on a GH+ eligible pickup order (Order must be up to $10.00 dollars for the subtotal and it has to be a pickup order). You are receiving a new $10 every month (after the credit card charge).This reward expires every 30 days. I'm afraid you will receive this benefit only during paid months. This does not apply during the trial period or for free managed plans.
- "FREEMEALPLANISSUE-DET" - If the code is not appearing as an option on your screen after your order meets these requirements, please place the order and I will adjust it, I will refund you the $10.00 as a courtesy from Grubhub.
- "GRUBHUBPLUSMEMBERSHIPNOTGETTINGTHE$10CODES" - I'm really sorry that you are not getting these codes for $10.00 off on pickup orders. Can you please check your spam folder to see if these codes are there?
- "GRUBHUBPLUSMEMBERSHIP(WHYWASICHARGEDAGAIN?) - The membership needs to be cancelled before the trial ends, in the event the cancellation is not done a day before the trial expires, our system will proceed to charge your payment method. I do apologize.
- "GRUBHUBPLUS(BENEFITS)" - There is only 1 kind of Grubhub plus membership, it includes Free Delivery on eligible orders, the Free Delivery requirements are:
1. Order is for delivery
2. Order is placed at a Grubhub+ restaurant
3. Order subtotal is $12 or more
And alcoholic items do not exclude an otherwise eligible order from free delivery.
It also includes the Free Meal Plan, so every time your credit card is charged for the monthly membership, you will see a GH+ rewards payment method at checkout. You will be able to select when to apply this offer on a GH+ eligible pickup order (Order must be up to $10.00 dollars for the subtotal and it has to be a pickup order). You are receiving a new $10 every month (after the credit card charge).This reward expires every 30 days. I'm afraid you will receive this benefit only during paid months. This does not apply during the trial period.
-------------------------------GRUBHUBPLUSMEMBERSHIP(MULTIPLEACCOUNTS)--------------------------------
- "GRUBHUB+(MULTIPLEACCOUNTS)" - I do not see the account with the Grubhub+ subscription. What is your email address?
- "GRUBHUB+(MULTIPLEACCOUNTS)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I've canceled your Grubhub plus membership associated to the email address EMAILADDRESS, you are getting a confirmation email about this.
- "GRUBHUB+(MULTIPLEACCOUNTS)" - Let me take a look to your other email addresses.
- "GRUBHUB+(MULTIPLEACCOUNTS)" - I've checked the rest of your accounts with the email addresses that you provided me, I found that the account associated to the email address EMAILADDRESS and EMAILADDRESS were Grubhub+ members, that is why you were seeing these charges every month. I've canceled your Grubhub plus membership on both accounts and the charge will not renew automatically unless you join the membership again.
- "GRUBHUB+(MULTIPLEACCOUNTS)" - We've already processed the refund for the last membership renewal on both accounts and you should see it within 5 business days.
- "GRUBHUB+(MULTIPLEACCOUNTS)" - I'm afraid customers can only receive refunds for the most recent billing cycle, refunds for charges older than 30 days are not allowed.
- "GRUBHUB+(MULTIPLEACCOUNTS)" - That is correct, you can use your membership until DATE on this account EMAILADDRESS and DATE on this account EMAILADDRESS.
-------------------------------GRUBHUBPLUSMEMBERSHIP(MULTIPLEACCOUNTS)--------------------------------
- "GRUBHUB+(FINDACCOUNT)" - What is the email address associated to your Grubhub account with the membership subscription?
- "GRUBHUB+REFUND(NOCHARGEFOUND)" - I've found multiple accounts using your contact information, we've found accounts associated to the following email addresses: EMAILADDRESS, EMAILADDRESS, EMAILADDRESS, EMAILADDRESS and EMAILADDRESS. All of these accounts were part of our membership subscription and the membership subscription is now canceled on all of them. None of this accounts is showing a charge for $9.99 on our end.
- "GRUBHUB+REFUND(NOCHARGEFOUND)" - 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. We will refund you the $9.99 that you were charged as a courtesy from Grubhub on a future order since we cannot find this charge to process a refund for it.
Here is your ticket number: Ticket #TICKETNUMBER. Please use it for future references so once you place an order we can process the refund for $9.99 as a courtesy from Grubhub.
- "GRUBHUB+REFUND(NOCHARGEFOUND)" - I see! I apologize for the issues, I understand it's quite a frustrating experience to go through. We cannot find this charge to process a refund for it. Do you have any other phone number or any other email address so we can look for the charge?
- "GRUBHUB+REFUND(NOCHARGEFOUND)" - Since we are unable to find the Grubhub+ membership charge on any of your accounts, I will process the refund for $9.99 before taxes on the last order that placed with us as a courtesy from Grubhub.
-----------------------------------------------------------------------------------------------------------
- "RESTAURANTMENUERROR" - I'm afraid I cannot get in contact with this restaurant to know what flavors they offer. I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along so they update their menu as soon as possible.
.
What action did we take: Call the restaurant to check on the menu's error that the customer mentions.
.
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 check on the menu's error that the customer mentions.
.
-------------------------------------------------------------------------------------------------
- "UNDOCANCELATION" - I'm sorry for the inconvenience. I'm afraid that we are unable to undo the cancelation and charge your card again. You may replace the order and I will let the restaurant know not to prepare it so they can get this money back.
.
What action did we take: Call the restaurant to let them know the order has been placed and please do not prepare it.
.
Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NAME
Provide a description of what was discussed: Call the restaurant to let them know the order has been placed and please do not prepare it.
.
-------------------------------------------------------------------------------------------------
- "ORDERNOTCONFIRMED1" - We are so sorry that your order got cancelled, we will review the situation to make sure this doesn’t happen again. We understand this might've been difficult for you. I'm afraid the restaurant did not confirm your order so it was auto-canceled by the system. I'm sorry for the inconvenience.
- "ORDERNOTCONFIRMED2" - I'm sorry for the inconvenience. The order was cancelled because Grubhub was unable to send the order to the restaurant. There was a technical issue on our end that prevented the order from being sent to the restaurant, so we had to cancel it. I do apologize.
- "ORDERNOTCONFIRMED[GHD&SD]1" - Let me give the restaurant a call to confirm they got your order and they can confirm it on the system now. One moment, please.
- "ORDERNOTCONFIRMED[GHD&SD]2" - I'm afraid the restaurant is not taking my call to confirm they got your order and they can confirm it on the system now. I've closed them for the rest of the day so this does not happen to anyone else and I'm passing the information along so we can fix this with the restaurant for future orders. I can also cancel this order for you.
.
What action did we take: Order is not confirmed, Resend Order, Call the restaurant, no answer, Call Alternate contacts; primary and secondary, the restaurant doesn't answer. Select "Stop Taking Orders" in Compass for the rest of the day. Cancel the order on them. Send the ticket to RCare using the Transfer to Restaurant Care macro.
.
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 to confirm they got the order and they can confirm it on the system now.
.
-------------------------------------------------------------------------------------------------
- "DELETEACCOUNT(GRUBHUB DATA MANAGEMENT PORTAL MACRO)" - I understand your frustration. Since you have requested to have your account deleted, I've sent you an email with a link to delete your account.
- "DELETEACCOUNT" - I understand your frustration. I'm afraid that permanently deleting your account might take up to 45 days to complete from the date we received your request - in the meantime, the account can still be accessed.
- "DELETEACCOUNT" - I understand your frustration. Unfortunately, we are unable to check the status of permanently deleting your account, it is information that does not appear on our system. I do apologize for this.
- "DELETEACCOUNT" - I apologize for the issues, I understand it's quite a frustrating experience to go through. We've removed any saved payment information on your account already, so you should not be seeing anymore charges on your bank account even if this account can still be accessed.
-------------------------------------------------------------------------------------------------
- "CANNOTCHANGEOFPAYMENTMETHOD" - I'm afraid we cannot change the payment method on orders unless it is done within the first 5 minutes of the order being placed. I'm really sorry for this.
- "CHANGEOFPAYMENTMETHOD1" - Yes, we can change the payment method for you. May I ask what payment method you want to change to? Cash or Pre-paid?
- "CHANGEOFPAYMENTMETHOD2" - We have two options to pay in advance, the first one is to cancel your order and place a new order with the pre-paid method. The second option is that you contact the restaurant to provide the payment details over the phone. Which one do you prefer?
.
What action did we take: Contact the restaurant to see if the food has been made and confirm the cancellation. They did not asnwer, cancel the order on GH.

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 see if the food has been made and confirm the cancellation.
.
- "REFUNDTOADIFFERENTCARD" - I'm afraid we cannot process a refund to a different payment method different from the original one. I understand how frustrating that can be, I apologize for the experience.
-------------------------------------------------------------------------------------------------
- "ORDERISDUPLICATED" - I'm sorry for the inconvenience, I can see the duplicated orders at the same restaurant, I can cancel any of these orders for you. Which one would you like to cancel?
-------------------------------------------------------------------------------------------------
- "ADDTIP" - I can increase the driver's tip on your order by upcharging the original payment method on the order, how much do you want to add as a tip for the driver?
- "ADDTIP2" - I have processed an upcharge for $AMOUNT to the driver's tip.
- "ADDITEM1" - Please allow me a moment to call the restaurant to check if this item can be added.
- "ADDITEM2" - I'm afraid that the restaurant is not taking my call to verify if this item can be added to the order before it is sent out for delivery. I'm really sorry for this, we cannot add the item to the order at this time.
- "ADDITEM3" - The items have been added to your order and we processed an upcharge for $AMOUNT before taxes to the original payment method on this order.
.
What action did we take: Call the restaurant to check if this item can be added.
.
Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE at TIME
Provide a description of what was discussed: Call the restaurant to check if this item can be added before it is sent out for delivery.
.
- "REMOVEITEM" - Let me give the restaurant a call to remove this order from your order. Please allow me a moment.
.
What action did we take: Call the restaurant to remove this item, no answer, there is no policy when they do not answer, UpHand told me to follow these steps: "The item has been prepared, apologize to the vendor and ask them to not deliver the item." refund it on GH as a line item 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 to remove this item.
.
- "REMOVEITEM(ORDERHASNOTBEENPLACED)" - To remove items from your order, please click on the green bag drawing in the upper right corner. Next to the name of the object you can see the drawing of a trash can, please click on this drawing to remove the item from your order.
- "ITEM REPLACEMENT" - May I ask which item should be replaced with what?
.
What action did we take: Contact the restaurant to check if the item has already been prepared, no answer, there is no policy when they do not answer, UpHand told me to follow the next step and replace the item as if it was prepared by them. Replace it as a line item 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 to remove this item.
.
- "ITEMREPLACEMENT/ADD/REMOVE(JIT)" - I'm afraid we cannot adjust this order. I can cancel it for you so you can replace it with the new items.
-------------------------------------------------------------------------------------------------
- "CREDITCARDNOTWORKING1" - Please make sure you are using the information on file with your financial institution. We accept international credit cards on all platforms. The credit card must be Visa, MasterCard, JCB, American Express and Discover. If you want to order from Grubhub and you do not have one of these credit cards, PayPal can still be used as an alternative. If it is still not working you can try clearing cache and cookies if you are using the website, or if you are using the app please uninstall and reinstall the app.
- "CREDITCARDNOTWORKING2" - I know it sounds like a generic solution, but it usually works. Please try to clear your cache and cookies, then restart your browser. This usually solves most website issues. If you have already tried this and it is still not working please try with a different payment method. I'm afraid I do not have any kind of tool to fix this on my end for you, I'll make sure to notate this and pass the information along so this can be fixed.
- "TECH" - Are you are using the app or the website?
- "TECHNOLOGYWEBSITE1" - I know this sounds like a generic solution, but it usually works. Please try to clear your cache and cookies, then restart your browser. This usually solves most website issues.
- "TECHNOLOGYWEBSITE2" - If you are still getting the same error after that, please try to place the order through our app.
- "TECHNOLOGYAPP1" - 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.
- "TECHNOLOGYAPP2" -If you are still not having the option to pay with a Gift Card after that, please place the order through our website, at www.grubhub.com.
-------------------------------------------------------------------------------------------------
- "PERKS1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Multiple Perks are available from the restaurant, you must select “Apply” on their desired Perk. Can you please verify if the perk is still available on the restaurant's website? If that is the case, then the Perk can still be applied to a future order.
-----------------Izaka
- "PERKS" - Perks can not be used like real money. Perks are a reward program for buying special promotions from restaurants. These promotions can go since 2x1 till drinks or plated for free depending on the restaurant. Every restaurant has different promotions available for you to purchase with your perks.
- "PERKS" - You can access Perks by tapping the Perks tab in the bottom of the Grubhub app. You can navigate the sections by selecting Rewards or Earn and then viewing the offers from local nearby restaurants.
- "PERKS" - You can select "Use" on a Perk, you'll be taken to the restaurant menu page with the promo already auto-applied to your cart.
-------------------------------------------------------------------------------------------------
- "REDEEMPROMOCODE" - To redeem a Promo Code, you may do so by entering it into the Promo Code entry field and pressing the “Apply” button. It's recommended that you copy and paste the code rather than attempt to type it in directly.
- "PROMOCODE(ORDERISCANCELED)" - Whenever an order is canceled any promo code used in it goes available after the order cancelation. Please try to use it again, if it does not work please let us know.
- "PROMOCODE(APPLYTOORDER-ORDERNOTPLACED)" - I understand how frustrating that can be, I apologize for the experience. Can you place this order without any promo codes, please? Just make sure it meets the requirements to use the promo code, they should be in the email we sent you. I'll apply the promo code to the order manually and process a refund for $AMOUNT after taxes. I will send you a confirmation email about this adjustment and your bank will have 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.
- "PROMOCODE(CANNOTFIND)" - 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?
- "PROMOCODE(NOTEXPIRED)1" - I was able to find this promo code in my system. I can see this code is still available, let me share the requirements with you so you can apply it to an eligible order: "REQUIREMENTS". To redeem a Promo Code, you may do so by entering it into the Promo Code entry field and pressing the “Apply” button. It's recommended that you copy and paste the code rather than attempt to type it in directly.
- "PROMOCODE(EXPIRED)1" - I was able to find this promo code in my system. I can see this code is not available anymore, I can see it expired on DATE. I'm really sorry for the inconvenience.
- "PROMOCODE(APPLYTOORDER-ORDERPLACED)1" - I was able to find this promo code in my system. I can see this code is still available and your order meets the promo code requirements, let me apply the discount code to your order. Please allow me a moment.
- "PROMOCODE(APPLYTOORDER)2" - 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.
- "PROMOCODEREQUEST(FIRSTTIMEDINER)" You can visit https://www.grubhub.com/, wait a few seconds in the home page and a promo code offer for first-time ordering with us will pop up. You can register yourself using your email address and zip code.
- "PROMOCODEISSUE(FIRSTTIMEDINER)1" - I'm afraid the system won't let me email you a new $10.00 off discount code because you do not have any previous orders, what I can do for you is to process a refund for this amount on the first order that you place that meets the following requirements: "REQUIREMENTS".
- "PROMOCODEISSUE(FIRSTTIMEDINER)2" - Great, May I ask if you are going to place the order now, or later?
- "PROMOCODEISSUE(FIRSTTIMEDINER-NOW)3" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Please allow me a moment to pull up your order and apply the discount code to your order.
- "PROMOCODEISSUE(FIRSTTIMEDINER-NOW)4" - 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.
- "PROMOCODEISSUE(FIRSTTIMEDINER-LATER)5" - Thank you for letting me know, when placing the order please make sure it meets the requirements for the promo code, once your order is placed please chat back in, we'll be happy to help you with this, this is your ticket number #TICKETNUMBER. Please provide it to the next customer care agent so this promo code can be applied to your order in a more efficient way.
- "REFERAFRIENDPROMOCODEISSUE1[REFERRER]" - It is my pleasure to assist you. Please keep in mind that if your friend's order is canceled the promo code will not be sent to you. We must also wait at least 48 hours since your friend's order was placed to give the system time to send out the code. Once that 48 hours have been since your friend's order was placed please make sure to also check your junk email and your spam folder to be sure you have not received the code. Also just to let you know referral codes are not received until after 5 pm CST.
- "REFERAFRIENDPROMOCODEISSUE2[REFERRER]" - I can see that your friend has placed a valid delivery order. I've emailed you a promotion code that you can use towards your next order for $10.00 off. You have 30 days to use this.
- "PROMOCODE(RESEND)1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I was able to find this promo code in the system. Let me re-send it to you through the email address associated with your account.
- "PROMOCODE(RESEND)2" - I understand how frustrating that can be, I apologize for the experience. Please allow me a moment to send it to you through this chat.
-------------------------------------------------------------------------------------------------
- "PICKUPORDER(ORDERUNWATEDTOOLATE)" - I'm really sorry for the delay with your order. Please allow me a moment to contact the restaurant and cancel this order.
.
What action did we take: Call the restaurant to cancel the order, they did not 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
.
- "PICKUPORDER(CLOSED)1" - I can see the restaurant should still be open, are you still there?
- "PICKUPORDER(CLOSED)2" - Please allow me a moment to try to get in touch with this restaurant.
- "PICKUPORDER(CLOSED)3" - Thank you for your patience, I'm afraid the restaurant is not taking my calls so we will have to cancel this order.
_ "RESTAURANTISCLOSED(PICKUP)" - We do apologize, but it appears that the restaurant is now closed for delivery with us. We are so sorry for the inconvenience.
.
What action did we take: Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; no answer; cancel the order. Set them as stop taking orders.
.
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: Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; no answer.
.
- "FOODQUALITY[PICKUP]1" - Please allow me a moment to contact the restaurant to get a refund for the affected items.
- "FOODQUALITY[PICKUP]2" - I'm sorry for the disappointing experience today. I'm afraid the restaurant is not taking my call to get a refund for these items. I can email you a promotion code that you can use towards your next order for the $10.00 off in Free Grub. You have 30 days to use this.
.
What action did we take: Call the restaurant to get a refund for these affected items. No answer. Offer concessions up to $10.00 off.
.
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 a refund for these affected items.
.
-------------------------------------------------------------------------------------------------
3ra parte - Chats.
---------------------------------------------------------------------------------------------------------------
"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
.
- "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.
.
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.
-------------------------------------------------------------------------------------------------
-----------------------------------------MISH----------------------------------------------------
- "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.
.
Relevant tickets:

Relevant UUID(s):
.
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:
.
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:
-------------------------
No suspected policy abuse banner on the diner's profile so I did not check previous tickets nor previous adjustments/cancelations on the account.
-------------------------
Thank you for chatting! I hope you have a good rest of your day.