Notes

4ta parte- Chats.
-------------------------------------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?
- "SERIOUSCOMPLAINTABOUTTHEDRIVER2" - I totally agree with you. 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.
- "SERIOUSCOMPLAINTABOUTTHEDRIVER5" - I'm afraid we have no access to their procedures so we don't know what is going to happen with the driver after information is sent.
- "COMPLAINTABOUTHTEDRIVER(SERIOUS)" - I'm really sorry for this bad experience. I understand what you are going through. I can take the feedback about the driver and I'll be sure to pass it along.
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- "ASSIGNSAMEDRIVERTOBOTHORDERS" - I'm afraid I do not have any kind of tool to assign the same driver manually to pick up and deliver both orders. Please allow the full estimated time of arrival for delivery. If any of the orders do not arrive on time please chat back in, we'll be happy to help you with this.
------------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?
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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.
-----------------------------------------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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- "GRUBHUBPHONENUMBER" - Our Grubhub phone number is 8664782482.
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