Notes

4ta parte- Chats.
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- "SWITCHASAP&PREORDER" - I'm afraid I cannot switch between ASAP and Preorders, I can cancel the order so you can replace it, is that fine for you?
- "CANNOTSWITCHTODELIVERY[GHD]1" - I'm afraid we cannot switch pick-up orders for Grubhub driver restaurants to delivery. Can you pick up the order?
- "CANNOTSWITCHTODELIVERY[GHD]2" - Please allow me a moment to call the restaurant and check if the food has not been made so we can cancel it.
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What action did we take: Call the restaurant and check if the food has not been made so we can cancel it. The restaurant does not answer.
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A) The order is confirmed, cancel and refund on Grubhub.
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B) The order is not confirmed, cancel and refund on the restaurant.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant and check if the food has not been made so we can cancel it.
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- "SWITCHTODELIVERY[SD]1" - It is my pleasure to assist you. Please allow me a moment while I call the restaurant to see if they can accommodate a switch to delivery.
- "SWITCHTODELIVERY[SD]2" - May I ask what is your delivery address?
- "SWITCHTODELIVERY[SD]3" - I'm afraid the restaurant is not taking my call to see if they can accommodate a switch to delivery. Would you prefer to pick up or cancel the order? I'm sorry for this.
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What action did we take: Call the restaurant to see if they can accommodate a switch to delivery. The restaurant does not answer.
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A) The diner wants to pick it up. I did not inform the restaurant of the diner's decision because I was never able to talk to them.
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B) The diner wants to cancel the order. Call the restaurant again to know if the food was made or not so we can cancel it, they still do not answer, cancel it on them.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to see if they can accommodate a switch to delivery.
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- "SWITCHORDERTOPICKUP(DRIVERASSIGNED)[GHD]1" - I'm really sorry for the inconvenience, I'm afraid a driver is already in the process of delivery so we cannot switch the order to pick-up.
- "SWITCHORDERTOPICKUP(NODRIVER)[GHD]1" - I can see the order has not been assigned a driver yet, I can cancel this order for you so you can replace it for pick-up. It this fine for you?
- "SWITCHORDERTOPICKUP[SD]1" - Let me reach out to the restaurant to see if they can accommodate a switch to pick-up. Please allow me a moment.
- "SWITCHORDERTOPICKUP[SD]1" - Thank you for your patience. I'm afraid the restaurant is not taking my call to see if they can accommodate a switch to pick-up. I'm really sorry for this.
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What action did we take: Call the restaurant to see if they can accommodate a switch to pick-up. They do not answer.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to see if they can accommodate a switch to pick-up.
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- "SWITCHTOPICKUPTHEORDERBECAUSEITISTAKINGTOOLONG(GH)1" - I understand how frustrating that can be, I apologize for the experience. I will process a refund for the delivery fee and the tip, also I will notify the driver not to pick up the food anymore, please allow me a moment.
- "SWITCHTOPICKUPTHEORDERBECAUSEITISTAKINGTOOLONG(GH)1" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this.
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TEXT MESSAGE:
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Hello, Grubhub here! Please do not pick up the order number NUMBER anymore, we've marked it as delivered for you. The customer will pick it up himself. Thank you!, Hugo B.
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- "UPDATEDELIVERYADDRESSNODRIVER (If the diner would prefer to cancel, cancel the order on Grubhub)[GHD]" - I'm afraid that the order has not been assigned a driver yet. Once a driver is assigned the driver's contact information will appear on the order, you can text or call the driver with their updated delivery information. If you run into any issues please contact us.
- "UPDATEDELIVERYADDRESS[GHD]1" - May I please have your delivery address?
- "UPDATEDELIVERYADDRESS[GHD]2" - Let me call the driver to know if he can travel to the updated address. Please allow me a moment.
- "UPDATEDELIVERYADDRESS[GHD]3" - I'm afraid that the driver is not taking my call to update the delivery address with him. I can cancel this order for you so you can re-order it with the right delivery address.
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What action did we take: Call the driver and ask if he can deliver this to the updated address. The driver does not answer. Cancel the order on Grubhub and let the diner know that they can re-order.
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Outbound call notes (if an outbound call was made): Driver
Name of the person you spoke with: NAME
Provide a description of what was discussed: Call the driver and ask if he can deliver this to the updated address.
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- "UPDATEDELIVERYADDRESS[SD]1" - May I please have your delivery address?
- "UPDATEDELIVERYADDRESS[SD]2" - Let me call the restaurant to know if they can travel to your address. Please allow me a moment.
- "UPDATEDELIVERYADDRESS[SD]3" - I'm afraid that the restaurant is not taking my call to verify if they can deliver to your address. I can cancel this order for you so you can re-order it with the right delivery address.
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What action did we take: Call the restaurant to know if they can travel to the address. The restaurant doesn't answer, cancel the order on the restaurant and encourage the diner to reorder.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the driver and ask if he can deliver this to the updated address.
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- "CANNOTSWITCHBLA" - I'm afraid we cannot switch pick-up to delivery because your delivery address is out of their delivery zone. Can you pick up the order?
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- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM1" - Thank you for bringing this issue to my attention, and I apologize for the inconvenience that you have encountered. Please allow me a moment.
- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM2" - We are sorry this happened. We will reach out to the restaurant. You may also want to contact the restaurant directly to share your experience or concerns. Your order has been adjusted. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this.
- "UNDERCOOKED/FOREIGNOBJECT/POISONINGCLAIM3(IfdinerwantsmorefromGrubhubUPTO20%or$10)" - I deeply apologize for the experience, for the inconvenience, I can email you a promotion code that you can use towards your next order for 20% off in Free Grub. You have 30 days to use this.
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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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- "ORDERTOTALCONFIRMATION" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Let me share a copy of your receipt with you for your reference.
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- "RECEIPTREQUEST1" - Thanks for your questions regarding requesting a receipt, you can print your receipt from your account by following the next instructions: Please login into your account, go to the My Account drop down and select "Orders". On each order you will find a "View Receipt" button. If you click the button a receipt will generate for that order. You may then print the page or take a screen shot of your receipt.
- "RECEIPTREQUEST2" - I was able to find the order, I've sent you an email to EMAILADDRESS with a copy of the receipt.
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- "RECEIPTREQUEST2" - I was able to find the order, I've sent you an email to EMAILADDRESS with a copy of the receipt and a copy of the transaction ID.
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Hello NAME,
Thank you for reaching out to Grubhub.
We have taken a look into your order number: ORDERNUMBER.
I have attached a copy of the receipt below and a copy of the transaction ID.
If you have any other questions, or concerns, please feel free to respond back to this email, or give us a call.
Thanks,
Hugo B.
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- "GIFTCARD(REDEEM)" - Thank you for bringing this issue to my attention. Gift cards must be applied at checkout or saved within account settings and then applied at checkout. If you are using the Mobile App: Select Account then select Gift Cards. Select “Redeem a Gift Card” Input 17 character code and “Add to my account” At checkout, under “You payment” of the “Review Order” screen, select “Add a gift card” Option to select the gift card linked to the account or input the 17 character code here to apply to the gift card to order total.
If you are using the Website: In top right corner, select “Hi, (customer name)” Select “Gift Cards,” then “Add a new gift card.” Input the 17 character gift card code. (This can also be inputted during the “Review and place order” checkout screen by selecting “Pay with a gift card”).
- "GIFTCARDISSUE(CXT)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Can I please have the gift card number, the card brand name (Grubhub or Seamless), the value (amount), the pin/tracking number, and the name of the retailer, please?
- "GIFTCARD(REFUND)" - If it was a Grubhub gift card the balance is going to remain the same as before you paid for this order, this will happen within 10 business days.
- "GIFTCARD(UNLINK)" - Unfortunately, I am unable to unlink the card from your Grubhub account. However, you can still redeem your gift card balance by using this account.
- "GIFTCARD(BUY)" - You will have to visit https://www.grubhub.com/giftcards, then pick the design and amount of the giftcard and enter the recipient information, lastly, you will fill out the payment information during check out and place the order.
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- "FEEDBACK" - I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along.
- "ONLYRESOLUTION1" - 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.
- "ONLYRESOLUTION2" - I'm sorry for the inconvenience this may cause you but the assistance to this issues is limited to the available options.
- "BLABLA" - I'm really sorry for the bad experience with your order today. If there are any issues with your order such as food quality or the food temperature is wrong when you receive it, please chat back in, we'll be happy to help you with this.
- "TALKTOSOMEONEELSE" - I understand how upsetting this must be for you and I do apologize for the troubles caused. This is Hugo, supervisor on duty. I'm afraid I'm the highest person that you can get in contact with. I do apologize.
- "TALKTOSOMEONEELSE" - I'm afraid the rest of the supervisors will tell you the same since we are instructed to follow some internal protocols. I do apologize.
- "TALKTOSOMEONEELSE" - I deeply apologize you had to deal with this situation. Believe me, myself as a customer I can understand the disappointment of this. I'm afraid I cannot transfer this chat to anyone else. If you would still like to speak to someone else, please feel free to visit https://www.grubhub.com/help/contact-us to start another chat. I do apologize.
- "TICKETNUMBER" - Of course. Here is your ticket number: Ticket #TICKETNUMBER. Please use it for future references so we can better assist you.
- "GRUBHUBPHONENUMBER" - Our Grubhub phone number is 1-877-585-1085.
- "PROMOCODE(MULTIPLECODES)" - I'm afraid the highest amount that we are able to provide you with is $25.00 in Free Grub for a single code, so we've emailed you 2 codes for $25.00 each one and 1 code for $20.00 in Free Grub. So the total amount of Free Grub is $AMOUNT off. As a courtesy from Grubhub we can apply the second code to your order after it is placed so you will get the refund for $AMOUNT, some financial institutions can take up to 5 business days to process a refund.
So you will need to place the order using only 1 of the codes that I've emailed you and after the order is placed I will be able to adjust it for you and process a refund for $25.00 by applying the rest of the Free Grub manually.
-------------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER-------------------------------------
--------------------------------------Specialized Escalation Complaints-------------------------------------------
- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I’m so sorry this happened. As a customer myself, I do understand how disappointing and upsetting this situation must be. We appreciate when people make us aware of issues that happen using our service. It’s an important part of maintaining the quality of our service. Also, thank you for taking the time to bring this to our attention, we will look into this to take any and all necessary corrective actions so issues like this do not take place again in the future with you and with the rest of our customers. In order to continue with this, do you have have any photo or video evidence that could help our investigation by any chance? In case you do, can you provide me with your best email address, please?
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I've sent you an email to EMAILADDRESS. Please reply back with the evidence attached to the email, I'll make sure to add it to the escalation so our specialized team can take a look into it.
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Hello, Grubhub here!
Please attach the evidence to this email and reply back.
Thank you, Hugo B.
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER2" - I totally agree with you, I understand what you are going through. I will address this issue to the right place so we can take of it.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER3" - It’s totally natural that you would feel this way. I would also be upset if a driver did that to me. I'm taking notes and escalating the situation to take any and all necessary corrective actions. I do apologize for this experience using our service.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER4" - I do apologize for the inconvenience. This is not the experience we want you to have with us. I totally understand the disappointment of the situation, I would feel the same way. I'll make sure to take the notes and pass the information along so this does not happen again in the future.
- "COMPLAINTABOUTHTEDRIVER(SERIOUS)" - I'm really sorry for this bad experience. I understand what you are going through. I've taken the complaint about the driver and I'll be sure to escalate the situation to take any and all necessary corrective actions.
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - Thank you for the information. Grubhub will cooperate with any police investigation and we will be conducting an internal investigation to take any and all necessary action.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - Please feel free to send us any new evidence that will help our investigation, also to follow up with this here is your ticket number: Ticket #NUMBER. Please use it for future references so we can better assist you. Also, since this is an internal investigation, we will not be able to provide any details as to actions taken. However, we can assure you that we will be looking into this right away.
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- "SERIOUSCOMPLAINTABOUTTHEDRIVER1" - I understand how upsetting this must be for you and I do apologize for the troubles caused. I'm afraid we are unable to ban a driver from delivering to a specific customer. In case you place an order and this driver is assigned, please let us know, we will see what we can do for you. I do apologize for this bad experience.
- "ASSIGNSAMEDRIVERTOBOTHORDERS" - I'm afraid I do not have any kind of tool to assign the same driver manually to pick up and deliver both orders. Please allow the full estimated time of arrival for delivery. If any of the orders do not arrive on time please chat back in, we'll be happy to help you with this.
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-"CANNOTGIVEMOREINFO" - For privacy data and security reasons, we cannot provide you with the name and phone number of the driver.
-"CANNOTGIVEMOREINFO" - We cannot provide more information without a subpoena on file. Please contact law enforcement and ask them to issue a subpoena requesting information
-"CANNOTGIVEMOREINFO" - Once a subpoena is on file we will be able to disclose all the information requested and our legal team will follow up with you directly.
------------SERIOUSCOMPLAINTABOUTTHEDRIVER(YES)---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: Contact leader through Adobe to confirm this should be escalated to CE - Leader NAME approved the escalation so escalate to CE using the "Transfer/Reassign::Transfer to Contract Enforcement::General Request" and fill out the appropriate information.
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Serious Driver Complaint - Ticket #NUMBER - The customer is saying that the driver stole her food, she does not have any evidence to send us - Should it be escalated to CE?
------------SERIOUSCOMPLAINTABOUTTHEDRIVER(NO)---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: Contact leader through Adobe to confirm this should be escalated to CE - Leader NAME determined no further action is needed. Close the ticket.
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Serious Driver Complaint - Ticket #NUMBER - The customer is saying that the driver stole her food, she does not have any evidence to send us - Should it be escalated to CE?
------------SERIOUSCOMPLAINTABOUTTHEDRIVER[SD]---------------
What was their issue: The diner would like to fill a serious complaint about the driver because:
What action did we take: This is a SD order. Contact leader through Adobe to confirm this should be escalated to CXT - LEADERNAME approved the escalation so escalate to CXT using the macro Transfer/Reassign::Specialized Escalation - Transfer to CXT from DET.
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- "UNASSIGNDRIVER1" - Please allow me a moment to call the driver and have the driver unassigned from the order.
- "UNASSIGNDRIVER1" - Thank you for your patience, your driver has been unassigned, we're working on assigning a new driver to pick up your food and deliver it as soon as possible.
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What action did we take: Call the driver and have the driver unassigned from the order. The driver is not taking my calls, followed what the customer said about the driver and unassign the driver from the order.
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Outbound call notes (if an outbound call was made): Driver.
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the driver and have the driver unassigned from the order.
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- "UNASSIGNDRIVER(CANNOT)" - I'm afraid we cannot unassign the driver unless the driver contacts customer care and requests to be unassigned from the order. I understand how frustrating that can be, I apologize for the experience.
-----------------------------------------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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