Notes

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”
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Hello Theresa​ ​

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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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 an order related to your charge. This was an order for XX first name on orderXX on XXdate of orderXX that was delivered to XXdelivery streetXX in XXdelivery cityXX.

It could be a possibility you provided this customer with a one time use of the payment, and they never removed the information from the account, and once it came time to process the order, your payment information was processed.

We have removed the payment information from this account.

If you are unaware of this person, we ask that you please contact your bank and dispute the charges with your financial institution.

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