Notes

3ra parte - Chats.
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I'm getting this message on compass east when I try to link an article: "Your Help Center is inactive. Activate your Help Center to see results." I've reported this to my supervisor.
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https://p20.zdusercontent.com/attachment/655155/H8tSsycPeAtKAmF7Dg04it2iX?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..9yPtaG7tVLfHH4htNvCYLA.E1VFW45yITlAWQ2LbAtA31KwtcmFV41CuhIfrsLECm2jr01bynIQz6pK1fJXuKBIIxPdzSGI8kizMpYJHS6WInR_3zFpv6mdXvacSCVnsM4twjnd0yClfoSitvME38dRsfHaexcfq3rIwL7bCIGdW7XiOwUCZCkRv6WP2d-sPO9LtCYtWF5dpvOyjfk0FapfYPhkKBJ9hS8BNuvezTAi1nm5iZfpNwLxWgIcAg9G2fvFa44slahl7rr7Kr1mZ_FytBvhEORBppc9nV2varu0AKiiq15tyF64L3KdVz1yUsc._WBTl76EEoeI1KqG3ZFD2w
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https://p20.zdusercontent.com/attachment/655155/zRcLTTOliq2qUkhWumXQHLTjX?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..HxNQsI41PsyARzFcslNm_w.gQlJ5vmOWbckbRU3T59On6l8VVMMBUIlyrsfQdufSVOx6RQuaCcPUfURnpqwc7-SszisW4xRonUWG3LSAxfm9QF4nOcFiZa6a8DGYGVB0uUsngspJ-HrsG5wQUaWNiSWcrJVqrJeH4EOdF0DauigH0Rf9EGdeuMm2k9EEEj1UQjWWwOZpdQ-FYGLvG1X9k3pUdONPYioeOv6Lmky5YynoldYkAkpZYk1Q3MT6tnHEmZtadbyRLKtd8JkbF4myfnmgw3aHYtOmdAuSxoxdylHfyjlKmz4fF8W0DifJ4uIAWI.arwCeIJ6PWf_sLhQXYULeQ
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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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- "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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- "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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- "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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--------------------------------------Charge Adjustments/Payment Types - CCARE--------------------------------
- "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%(BLABLA)" - 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 chat back in. We will be happy to assist you with this.
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- "REMOVESAVEDPAYMENTMETHOD(PAYPAL)" - I'm afraid we can't see the PayPal accounts attached to your profile so we are not able to remove them. You can delete the payment information by going to your profile settings.
If you cannot see the option, 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. If you are still not having the option to delete them after that, please do it through our website, at www.grubhub.com.
-------------------------------------------BLOCKEDORDER---------------------------------------------------
----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges--------------------
- "BLOCKEDORDER1" - I do apologize for the inconvenience, I can see 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. I'm really sorry for this.
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----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges-------------------
- "ACCOUNTTAKEOVER1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see an order placed through our platform at the restaurant name RESTAURANT on DATE. Do you recognize this order?
- "ACCOUNTTAKEOVER2" - May I ask what is the correct email address associated with your account? also, do you believe someone else logged into your account and placed this order?
- "ACCOUNTTAKEOVER(NOTCHANGED)3" - I can see the email address associated with your account was not changed, I will send you a reset password email. One moment, please. You will receive it in up to 15 minutes, please use it to change your password.
- "ACCOUNTTAKEOVER(CHANGED)3.1" - I can see the email address associated with your account was changed, can I please have your full name and phone number, please?
- "ACCOUNTTAKEOVER4" - Thank you. I will also remove any saved payment information on your account. One moment, please.
- "ACCOUNTTAKEOVER5" - Since I could find the charges on your account and you do not recognize them I've passed this information along to another apartment that will investigate this charge for you and will contact you in the next 48 hours through the email address associated with your account.
--------------------------------------------UNKNOWNCHARGES----------------------------------------------
----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges--------------------
- "UNKNOWNCHARGES1" - May I ask if you have a Grubhub or Seamless account?
- "UNKNOWNCHARGES(NOACCOUNTWITHUS)2" - I understand, I'm really sorry for this, we are a food delivery business. Please allow me a moment to look deeper into this.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)3" - Can I please have the email address associated with your account?
- "UNKNOWNCHARGESONBANKSTATEMENT(ACCOUNTWITHUS)3" - Do you know anyone who has access to the card that may have used Grubhub or Seamless? like a family member.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)4***[If they are still not satisfied and want info on those charges gather the information needed and warm transfer to CXT.]" - I understand, you may speak to that person and ask if they’ve used Grubhub or Seamless.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)5" - I understand, I'm really sorry for the inconvenience, I need to gather some information to investigate this charge for you. We'll need the card holder's first and last name, the card holder's email address, the card type (Visa, Mastercard, etc.), if Paypal or Venmo was used for this order, if so, we require the Paypal/Venmo Paypal payer email address or Venmo username, the first 6 and last 4 digits of the card, the exact amount of this charge and the date the charge posted on the bank account.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)6" - Thank you for the information. I've passed this information along to another apartment that will investigate this charge for you and will contact you in the next 48 hours through the card holder's email address.
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I'm still unable to locate the transaction after following every single step in the Fraud Escalation Guidelines page in Guide, so take the following actions: Change the “Brand” to GrubHub, put the diner's email address in the requester field and send the Macro titled “Please Check Info, then submit the ticket as “Solved”
----------------------------------UNKNOWNCHARGES(TRANSACTIONDECLINED)--------------------------------------
Hello NAME. ​ ​

Thank you for reaching out to us! We're sorry to hear that you have an unrecognized charge on your statement. We take this very seriously and know how concerning this is. We looked into this further for you and found that there are 4 transactions that were declined, and these orders were tried to be placed using your Grubhub account.

It could be a possibility you provided a family member or a friend with a one time use of the account, and they never removed your account's information from their device, and once it came time to process the order, your payment information was processed using your account.

We have removed the payment information from this account.

If you are unaware of who could have accessed your account, we ask that you please change your password as soon as possible.

Since this 4 transactions were declined, the refund will be reflected on your bank statement in one of two ways:

1.) As a VOID, which will completely cancel out the original transaction. In these cases, the transaction will disappear entirely from your statement.

2.) As a CREDIT, which will apply a line item to your statement showing a credit from GrubHub for the full amount of the order.

It can take up to 5 business days for your bank to update the transaction. Please contact us if you have any further questions or concerns or if you don’t see your refund in the next few days.

We sincerely apologize for the inconvenience!

If you have any other questions or concerns, please feel free to respond back to this email.

Sincerely,

Hugo​
Grubhub​ Customer Experience Team
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-------------------------------------5+BUSSINESSDAYSNOREFUND---------------------------------------------
-------------------------------------Diner Charges/Account Question Disposition-----------------------------------
- "5+BUSSINESSDAYSNOREFUND1" - Thank you for bringing this issue to my attention. We are so sorry to hear that you haven’t receive your refund, we understand this might've been difficult for you. May I ask when this order that was adjusted was placed?
- "5+BUSSINESSDAYSNOREFUND2" - Was this the order placed through our platform at the restaurant name RESTAURANT on DATE?
- "5+BUSSINESSDAYSNOREFUND3" - I confirm this refund for $AMOUNT was made on our end more than 5 business days ago. To investigate this charge on our end, can you please give me the first 6 and last 4 digits of the card that you used to pay for this order?
- "5+BUSSINESSDAYSNOREFUND5" - I'm afraid this is the only way to investigate this refund.
- "5+BUSSINESSDAYSNOREFUND(VOIDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been voided. We've sent you a refund confirmation email with the transaction showing as voided. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
- "5+BUSSINESSDAYSNOREFUND(REFUNDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been refunded. We've sent you a refund confirmation email with the transaction showing as refunded. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
------------------------------SUSPECTEDPOLICYABUSEANDCLEARPOLICYABUSE(SPA&CPA)----------------------------
---------------------------------Resolving Suspected Fraud-[GRUBHUB]---------------------------------------------
- "SUSPECTEDPOLICYABUSE(NO) - (There is not enough information to determine policy abuse - Assist customer.)
- "SUSPECTEDPOLICYABUSE(YES) - (There is enough information to determine policy abuse)" - I'm sorry for the whole situation. I looked further into your account and noticed that you have received an unusual number of refunds/Free Grub discount codes on recent orders. Due to this, our system is not allowing me to process a refund nor provide any Free Grub discount code for this. I apologize. We're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you.
I'm sorry for the whole situation. We've looked further into your account and noticed that you have received an unusual number of refunds/Free Grub discount codes on recent orders. Due to this, our system is not allowing me to process a refund nor provide any Free Grub discount code for this. I apologize. We're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you.
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Suspected policy abuse detected - Escalate to Policy abuse taskforce per new policy; 3 or more refunds/cancellations for issues after receiving the order. In this case the diner has CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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Suspected policy abuse detected - Escalate to Policy abuse taskforce because this case the diner has a total of ORDERS orders, CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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---------------------------------Resolving Suspected Fraud-[SEAMLESS]---------------------------------------------
- "SUSPECTEDPOLICYABUSE(NO) - (There is not enough information to determine policy abuse - Assist customer.)
- "SUSPECTEDPOLICYABUSE(YES) - (There is enough information to determine policy abuse)" - I'm sorry for the whole situation. I looked further into your account and noticed that you have received an unusual number of refunds/Seamless Cash discount codes on recent orders. Due to this, our system is not allowing me to process a refund nor provide any Seamless Cash discount code for this. I apologize. We're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you.
- "CLEARPOLICYABUSE" - I'm sorry for the whole situation. I looked further into your account and noticed that you have received an unusual number of refunds/Seamless Cash discount codes on recent orders. Due to this, our system is not allowing me to process a refund nor provide any Seamless Cash discount code for this. I apologize. We're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you.
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- "MORE" - I've sent you an email to EMAILADDRESS. Please reply back with the picture attached to the email, I'll make sure to add them to the escalation so our specialized team can take a look into it.
- "MORE" - As a customer myself, I do understand how disappointing and upsetting this situation must be. I'm afraid this situations are resolved by a specialized team, we do not have access into their resolution time-frame but this situation will be handled. We will need to be patient and wait. I do apologize.
- "MORE" - I truly apologize for this inconvenience, I totally understand the disappointment of the situation, I would feel the same way. I'm afraid at the moment, we will not be able to process a refund nor provide any Free Grub discount code for this until our specialized team reviews your situation further to provide a resolution. I do apologize.
- "MORE" - I understand what you are going through. I'm afraid in this case, we will need to review your situation further to provide a resolution. I do apologize.
- "MORE" - If I were in your position, I’d feel just as you do. We will have to further look into this before we are able to take actions. I do apologize.
- "MORE" - We understand this might be difficult for you, this is definitely not the experience we want for you. At the moment, we don't have an specific time frame for it but I assure you we are working to get this resolved as soon as possible. I do apologize for the inconvenience this may cause.
- "MORE" - I deeply apologize you have to deal with this situation. Believe me, myself as a customer I can understand the disappointment of this. I'm afraid we've noticed that you have received an unusual number of refunds/Free Grub discount codes on recent orders. Due to this, our system is not allowing me to process a refund nor provide any Free Grub discount code for this. I do apologize.
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- "MORE" - I deeply apologize for the whole situation. I understand how upsetting this situation can be. I appreciate that you let us know what happened. Unfortunately, at the moment we won't be able to make any adjustments but we're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, but if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - We truly apologize this has happened, we understand how frustrating this is. We will reach out to the restaurant to report the issue you had with you order and in this way we can prevent this from happening again in the future. You may also want to contact the restaurant directly to share your experience or concerns. Unfortunately, we will not be able to process any adjustments in your account at the time but we will escalate this to an specialist team that will review this for you to determine the best resolution.
- "MORE" - I understand how disappointing this situation can be. I will send this to an specialist team right now so it can be reviewed. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, but if there's anything we need to reach out to you for, be assured we will contact you via email. I sincerely apologize for the trouble this may have caused you.
- "MORE" - I understand your position, I would feel the same way. I know how frustrating this can be and I apologize for that. Since this investigation is done internally on our end, we don't have a specific time frame on when this will be resolved, if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - I totally get that you would like to get a refund for the order now, so I recommend you to contact your financial institution about this to see if you can dispute the charge with them. I understand how disappointing this situation can be. I'm afraid on our side, since we're unable to process it, we will send this to a specialist team that will review this for you. This is done internally so we don't have a direct contact number and we don't have a specific time frame on when this will be reviewed. We will reach out to you in case we need to.
- "MORE" - I understand how disappointing this situation can be and I sincerely apologize for the experience. We don't have a time frame on when this will be reviewed but we will let you know once the investigation is finished.
- "MORE" - I completely understand how frustrating this can be and I deeply apologize for the inconvenience this may have caused you. At the moment, we will not be able to process any adjustments in your account. This is the reason why I'm sending this to an specialist team that will review the issue for you to provide you the best resolution possible.
- "MORE" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. In order for us to solve the issue, we need to escalate this to the appropriate department. Unfortunately, this cannot be solved immediately, since we need to review the situation meticulously to offer you the best resolution that we can. We don't have an exact time frame for the resolution, but it can take a few days. If we need more information in order to solve it, be sure we'll contact you through email.
- "MORE" - I understand how disappointing this situation can be. Unfortunately, this can take a few days. If you don't hear from us in the next few days you can feel free to reach out again by chat or by calling us.
- "MORE" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. I will make sure to escalate this as an urgent matter so we can have the resolution as soon as possible.
-------------------------------------ACCOUNTTAKEOVER(DINER)-DET---------------------------------------------
-------------------------------------Fraud Escalation Guidelines------------------------------------------------
- "ACCOUNTTAKEOVER1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. May I ask if you have a Grubhub, Seamless or Yelp account?
- "ACCOUNTTAKEOVER2" - Can you please give me the email address associated to your account?
- "ACCOUNTTAKEOVER3" - I have located the affected account and the order. Let me provide you with some of the order details to see if you can recognize any information. First name on the order is: NAME, date of order is: DATE, delivery street and city are: STREETANDCITY and the type of food ordered is: TYPEOFFOOD. Do you recognize any of these information by any chance?
- "ACCOUNTTAKEOVER-FRIENDLYFRAUD3" - I'm happy you recognized the order, I'll need to any of your information was changed so can I please have your email address and phone number?
- "ACCOUNTTAKEOVER-FRIENDLYFRAUD - INFORMATIONCHANGED3" - I can see that some of your contact information has been changed, I'll make sure to record the updated information and the old information in the notes. Please make sure to change your password as soon as possible.
- "ACCOUNTTAKEOVER-FRIENDLYFRAUD - INFORMATIONNOTCHANGED3" - I can see that none of your contact information has been changed. I would also recommend you to change your password as soon as possible.
- "ACCOUNTTAKEOVER4" - I understand the information was not recognized. Thank you for letting us know about this issue. I am sending this over to our Charge Integrity Team right now so that we can begin an investigation. This investigation will take 24 - 48 hours, and once it is complete, we will send you the results through email so that you have this information in writing.
-------------------------------------------Gift Cards - DET-----------------------------------------------------
- "GIFTCARDISSUE" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Can you please check the name of the vendor at the back of the gift card in the upper left corner? It can either say Fast Card, Gift Card Mall or it just has a number code and no logo.
- "GIFTCARDISSUE(FASTCARD)" - In this case, you will need to get in touch with Fastcard through this link https://www.incomm.com/contact-us/ for further assistance.
- "GIFTCARDISSUE(GIFTCARDMALL-Blackhawk)-(Call the number 877-246-6255)1" - In this case, I will need to contact the vendor and get back to the you as soon as possible with a resolution. Can I please have the card number or the order number of the gift card, please?
- "GIFTCARDISSUE(GIFTCARDMALL-Blackhawk)2" - Thank you for your patience, your gift card's code is: CODE.
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What was their issue: The customer received a gift card but the customer scratched too hard and the code came off.
What action did we take: Ask the customer to please check the name of the vendor at the back of the gift card in the upper left corner. It says Gift Card Mall. Inform the customer that I will get in contact with Blackhawk (calling the number 877-246-6255) and get back to the customer as soon as possible with a resolution.
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Outbound call notes (if an outbound call was made): Yes - 877-246-6255 - Blackhawk
Name of the person you spoke with: NAME
Provide a description of what was discussed: Get in contact with Blackhawk and get the code for the customer.
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Hello there, Grubhub here!. Your Gift Card's code is: CODE. Thank you for contacting customer care, have a wonderful rest of your day.
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- "GIFTCARDISSUE(GRUBHUB)(It just has a number code and no logo-CASHSTAR)" - In this case, you will need to contact CashStar, which is Grubhub's gift card provider, at (844) 828-5331 or email them to [email protected], they are available from 8:00 am to 8:00 pm EST, seven days a week.
- "GIFTCARDISSUE(GRUBHUB)(It just has a number code and no logo-CASHSTAR)" - In this case, you will need to contact CashStar, which is Seamless's gift card provider, at (844) 828-5331 or email them to [email protected], they are available from 8:00 am to 8:00 pm EST, seven days a week.
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- "BULKGIFTCARDPURCHASEOF$2,000ORMORE" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. In this case, you will need to get in touch with Cashstar via email at [email protected] or by calling 833-723-0583.
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- "MORE" - Unfortunately, I am unable to unlink the card from your Grubhub account or provide you with the full gift card number. However, you can still redeem your gift card balance by using this account.
- "MORE" - The terms and conditions for e-gift card use are located at https://grubhub.cashstar.com/about/terms_and_conditions. On the section "3. Redemption" we state the follow: "To redeem, enter code at checkout. Please note, a Gift Card recipient must have a Grubhub account and provide their credit card information to complete a purchase, even if the Gift Card is used as the sole form of payment. If your Gift Card only covers a portion of your purchase upon redemption, the remaining balance must be paid using a payment method accepted by Grubhub at the time of redemption (cannot be combined with cash)."
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- "SENDEMAILTOVENDORWITHDINER'SINFORMATION" - Alright, I'll make sure to address the issue and your contact information to the vendor for further assistance, can I please have the card number or the order number of the gift card, the date you purchased this gift card, your email address and phone number, please?
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Hello,
Grubhub here!
Our customer NAME has not received a gift card purchased on DATE with the gift card order number: GIFTCARDORDERNUMBER
Please contact the diner directly to this email address: EMAILADDRESS or phone number: NUMBER.
Thanks,
Hugo B.
Grubhub Customer Experience Team.
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4ta parte- Chats.