Notes

CHATS (BUBO's) - DaVinci1
--------------------------------------------GREETINGS------------------------------------------------------
- "COMMON1" - Hello! Thank you for contacting the diner escalation team. This is Hugo, supervisor on duty, how can I help you?
- "COMMON2" - Hello! Thank you for contacting the diner escalation team. This is Hugo, supervisor on duty, I understand how frustrating this situation can be I do apologize for this experience using our service. I will do all in my hands to help you with this. Please allow me a moment.
- "TRANSFER" - Hello! Thank you for contacting the diner escalation team. This is Hugo, supervisor on duty. I'll be more than happy to assist you today! Please give me a moment to read your previous interaction, thank you for your patience.
- "COMMON3 (PLUSMEMBER)" - Thank you for being a Plus Member. It is my pleasure to assist you. Please allow me a moment.
--------------------------------------------PLACED-----------------------------------------------------------
- "PLACED" - Was this the order placed through our platform at the restaurant name RESTAURANT?
--------------------------------------------EMPATHY-----------------------------------------------------------
- "EMPATHY" - I really do apologize for the inconvenience this may have caused you. This is clearly not an experience we would like you to have with us. Please give me a moment to review your order and to assist you with this situation.
- "EMPATHY" - I’m so sorry this happened. 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. 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.
- "EMPATHY" - I totally agree with you. I will address this issue to the right place so we can take of it.
- "EMPATHY" - It’s totally natural that you would feel this way. I would also be upset if this happened 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.
- "EMPATHY" - As a customer myself, I do understand how disappointing and upsetting this situation must be. I really hope for you to have a better experience in the future if you give us the chance.
- "EMPATHY" - I would feel the same way in this situation.
- "EMPATHY" - I have also experienced this issue.
- "EMPATHY" - You have every right to be upset.
- "EMPATHY" - I understand what you are going through.
- "EMPATHY" - I can see how difficult this has been for you.
- "EMPATHY" - It’s totally natural that you would feel this way.
- "EMPATHY" - I understand how frustrating it must be to wait this long for your order.
- "EMPATHY" - I would also be upset if a driver spoke to me that way.
- "EMPATHY" - I appreciate that you are reaching out to us with this feedback about your recent experiences. I understand that this is not the first experience you've had that has not been stellar. I know that this has been extremely frustrating. We are going to look into this for each of these experiences to see how we can improve our service for the future. Also, in correlation with this experience, we are going to look into take any and all necessary corrective actions.
- "EMPATHY" - I do see where you are coming from on this. I can't imagine how disappointing this has been overall. We are looking into these to take any necessary action as well, the feedback that you have provided us with is valued and will help us provide a better service going forward.
- "EMPATHY" - 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.
--------------------------------------------WAIT---------------------------------------------------------------
- "WAIT" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Please allow me a moment.
- "WAIT" - It is my pleasure to assist you. Please allow me a moment to look into this.
- "WAIT" - Please give me a moment to review your order and to assist you with this situation.
- "WAIT" - I am reviewing the information in the system, one moment, please. I do appreciate the patience from you part.
- "WAIT" - One moment, please. I will check if that is possible.
- "WAIT" - Thank you for your patience, I am checking if we can honor your request. One moment, please.
- "WAIT" - Sorry for the long wait. I'm still working on this.
- "WAIT" - I'm afraid this is going to take me a long time to verify if we can honor your request. If you prefer I can send you an email with the resolution that I'm able to provide you with once I have it ready for you.
--------------------------------------------DENY---------------------------------------------------------------
- "DENY1" - I'm afraid the system won't let us honor your request this time. I'm really sorry for this.
- "DENY2" - I'm afraid the system won't let us honor your request, unfortunately, this is not my choice. I wish I could do some more for you. I'm really sorry for this.
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- "CANNOTFINDORDER1" - I'm afraid I cannot find your order in my system, can I please have your phone number?
- "CANNOTFINDORDER2" - I'm sorry, I still cannot find your order, can I have your email address associated with your account?
- "CANNOTFINDORDER3" - I deeply apologize, I still cannot find this order on your account, do you have the order number? It must be in the confirmation email that you received when the order was placed with us.
- "CANNOTFINDORDER4" - I'm really sorry, I still cannot find this order on your account, do you have the restaurant's phone number by any chance? So I can check on their today's order history.
- "CANNOTFINDORDER5" - I'm afraid there is not any order at this restaurant's order history today. I do not think the order was processed, can you verify if you were charged for this order, please?
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- "WITHINETA(CANCEL)[GHD&SD]" - I'm afraid the order is confirmed and the restaurant is preparing your food so we cannot cancel it anymore, I'm sorry for the inconvenience.
- "WITHINETA(PICKUPREADY)[GHD&SD]" - I can see your order's original estimated time of arrival is TIME. The driver is in the process of picking up the order, please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please chat back in, we'll be happy to help you with this.
- "WITHINETA(OUTFORDELIVERY)[GHD]" - I can see your order's original estimated time of arrival is TIME. The driver has already picked up this order and is on their way to deliver it, please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please chat back in, we'll be happy to help you with this.
- "WITHINETA(PICKUPREADYNODRIVER)" - I can see your order's original estimated time of arrival is TIME. We’re sorry for the inconvenience. We’re working to get your order to you as soon as possible., please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please chat back in, we'll be happy to help you with this.
- "WITHINETA[SD]" - I can see this driver works for the restaurant, it is not a Grubhub driver so we do not have a way to track this driver. Some restaurants have their own drivers to deliver online orders so it must be on its way right now, I can see your order's original estimated time of arrival is TIME. Please allow the full estimated time of arrival for delivery. If the order does not arrive at that time please chat back in, we'll be happy to help you with this.
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- "LATEETA(PICKUPREADY)[GHD]" - I understand how frustrating it must be to wait this long for your order. We are working to have your order delivered as quickly as possible. I can see that your driver is MINUTES minutes away from the restaurant and MINUTES minutes away from your location after he picks up the food at the restaurant. The driver can deliver this in MINUTES minutes by now. Also for the inconvenience, I've emailed you a promotion code that you can use towards your next order for the 20% off in Free Grub. You have 30 days to use this.
- "LATEETA(OUTFORDELIVERY)[GHD]" - I understand how frustrating it must be to wait this long for your order. We are working to have your order delivered as quickly as possible. I can see that your driver is MINUTES minutes away from your location with the food. Also for the inconvenience, I've emailed you a promotion code that you can use towards your next order for the 20% off in Free Grub. You have 30 days to use this.
- "LATEETA[GHD]" - That is a message sent by the system automatically, I'm afraid it is not very accurate. Sometimes the tracker doesn't properly update due to signal issues on the driver's phone, we are still working on getting your order delivered, we do apologize for taking longer than expected.
- "LATEETA[SD]1" - I understand how frustrating it must be to wait this long for your order. I can see this is a self-delivery restaurant so the driver works for the restaurant, it is not a Grubhub driver. Let me give the restaurant a call to check the current status of your order. One moment, please.
- "LATEETA(NOANSWER)[SD]2" - I'm afraid the restaurant is not taking my call. We apologize for the delay. I can see your order is running late so would you like to keep the order or do you prefer to cancel it?
- "LATEETA(NOANSWERDINERWILLWAIT)[SD]3" - I'm sorry for this delay, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please chat back in. We'll be happy to help you with this.
- "LATEETA(NOANSWERCALLDRIVER)[SD]" - I'm afraid this driver works for the restaurant, it is not a Grubhub driver so we do not have the driver's phone number nor a way to track this driver. Some restaurants have their own drivers to deliver online orders. I'm really sorry for this.
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What action did we take: Called the restaurant to get the updated ETA.
The restaurant does not answer, asked the diner if they prefer to wait for the order or to cancel it.
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B1) Diner wants to wait, policy does not say anything about changing the ETA or giving any concessions.
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B2) Diner wants to cancel so I called the restaurant to ask to cancel the order and refund it on them. No answer, cancel it on them. Grant concessions starting with the first default amount.
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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: Called the restaurant to get the updated ETA.
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- "ORDERISLATE(CALLDRIVER)1[GHD]" - Please allow me a moment while I contact the Grubhub driver to get an updated estimated time of arrival.
- "ORDERISLATE(CALLDRIVER)2[GHD]" - I'm sorry for the disappointing experience today. I'm afraid the Grubhub driver is not taking my call to get an updated estimated time of arrival.
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What action did we take: Call the driver to get an updated estimated time of arrival. The driver did not answer.
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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 to get an updated estimated time of arrival.
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- "SDCANCELORDERTOOLATE1" - FOLLOW POLICY
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What action did we take: Called the restaurant to cancel the order. No answer canceled it on them. Grant concessions starting with the first default amount.
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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: Called the restaurant to cancel the order.
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- "ETALATE(NODRIVER)" - We're working to get your food to you! We apologize for the delay. I can see your order is running late so would you like to keep the order or do you prefer to cancel it? the system shows that the most updated estimated time of arrival is TIME.
- "ETALATE(NODRIVER)2" - I'm sorry for this delay, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please chat back in. We will be happy to help you with this.
- "ETALATE(NODRIVER)3" - The drivers are assigned automatically to the order, I'm afraid I cannot assign a driver manually. I'm sorry for this. - "ETALATE(NODRIVER)3.1" - The system will find a driver in your area as soon as one is available this could happen due to a high demand for the service, I am sorry for the inconvenience.
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- "PREORDERETA" - It is my pleasure to assist you. I can see this is a pre-order requested to be delivered at TIME, so they haven't received the order yet. They usually get the order 40 or 50 minutes before the requested delivery time so the order can be prepared and delivered but this time depends on the restaurant.
- "PREORDERREFUND" - I'm afraid I cannot adjust the order until it is confirmed by the restaurant. I can see this is a pre-order requested to be delivered at TIME, so they haven't received the order yet. They usually get the order 40 or 50 minutes before the requested delivery time so the order can be prepared and delivered but this time depends on the restaurant. Once they confirm the order I can adjust it and send you a confirmation email about the refund.
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- "POISONINGCLAIM1" - I understand and I'm really sorry for the bad experience, you may contact your local health department also we will follow up with the restaurant and get back to you with an update, we can also give you a full refund for the experience you had and we hope you will try us again.
- "POISONINGCLAIM2" - 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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What action did we take: Apologize for the incident. Let the diner know that they may contact their local health department, let them know we will follow up with the restaurant and get back to them with an update and offer a full refund for the experience they had. Call the restaurant. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide. The restaurant doesn't answer: Issue diner Adjustment for affected order on the Restaurant. (The whole refund, cannot use the line adjustment)
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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. Tell the restaurant about the issue. Ask the restaurant what type of resolution they would like to provide.
.
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- "CONTACT-FREEDELIVERY(PASTORDER)" - Past order, I did not ask to check outside because that makes nonsense that the food is still edible even if it was out there.
- "CONTACT-FREEDELIVERY(ALREADYSAID)" - I did not ask to check outside because the customer said he had already checked and there is no food.
- "CONTACT-FREEDELIVERY" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see that the order was marked as a contact-free delivery. May I ask if the following information that we have on this order is correct?, phone number NUMBER and delivery address ADDRESS.
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- "CONTACT-FREEDELIVERY2(CORRECT)1" - I do apologize for the inconvenience. Can you check at the drop-off location to see if the food is there, please? If the food is not there can you check outside of your door or in the lobby of your building (If you have a lobby), please?
- "CONTACT-FREEDELIVERY(CORRECT)2" - I understand, since the food is not outside 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.
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- "*NO*CONTACT-FREEDELIVERY" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. May I ask if the following information that we have on this order is correct?, phone number NUMBER and delivery address ADDRESS.
- "*NO*CONTACT-FREEDELIVERY2(CORRECT)1" - I do apologize for the inconvenience. Can you check outside of your door or in the lobby of your building (If you have a lobby) to see if the food is there, please?
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- "CONTACT-FREEDELIVERY2(INCRECTNUMBER)1" - I do apologize for the inconvenience. To update your phone number please access your account settings, log in to your Grubhub account through the app or website, then click “Settings”. Then, click the “Account” dropdown. There, you can change your password, edit saved addresses, phone numbers and payment methods, view receipts from past orders, and more.
- "CONTACT-FREEDELIVERY2(INCRECTADDRESS)[GHD&SD-CANCELONGH]1" - I do apologize for the inconvenience. It seems the incorrect address was chosen for the order, please make sure to always double-check the address at the time of checkout. 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.
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- "CONTACT-FREEDELIVERY(WHYWASITNOTDELIVERED?)" - I'm sorry for the inconvenience. We do not have any information about why it was not delivered, all we can see is that the driver marked it as delivered at TIME, since it was not delivered to you we have processed a full refund, and for the inconvenience, we've emailed you a discount code for your next order so you can replace the order. I'm really sorry for this.
- CONTACT-FREEDELIVERY(CANYOUCALLTHEDRIVER?)" - I am really sorry for the inconvenience, it appears that we will be unable to re-deliver your order and I'm afraid I cannot call the driver anymore since the order is marked as delivered. I do apologize. We've refunded the whole order and for the inconvenience, we've emailed you a discount code for your next order so you can replace the order. I'm really sorry for this.
- "NOCONTACTFREEDELIVERY" - You just have to unmark the "Contact-free delivery" option at the checkout page to have the driver call you when delivering the order.
- "TEXTMESSAGE - NOCONTACTFREEDELIVERY" -
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Hello, Grubhub here!
Please contact the customer for order number NUMBER to deliver the order, the customer does not want contact-free delivery anymore.
Thank you!, Hugo B.
.
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- "PROBLEMWITHFOOD(CANNOTFINDTHEITEM)[GHD&SD]" - I'm afraid I cannot find this item on the item's list. What is the name of the item or the combo where it is supposed to come with?
- "PROBLEMWITHFOOD(REORDER)[GHD&SD]" - If you will reorder this I can email you a discount code that covers the delivery fee. One moment, please.
- "MISSINGITEM[GHD]1" - I'm really sorry that you are missing these items and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "MISSINGITEMREFUND[GHD]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.
- "MISSINGITEMSFROM(COMBO)" - Let me call the restaurant to get the price for the missing items and refund them.
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What action did we take: Call the restaurant to get the prices of the missing 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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- MISSINGSAUCES[JIT]" - I'm afraid these are items that have no monetary value, I do apologize for the inconvenience.
- "INCORRECTITEM[GHD]1" - I'm really sorry that you received the incorrect items and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "INCORRECTITEMREFUND[GHD]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.
- "INCORRECTITEMFROMCOMBO" - Let me call the restaurant to get the price for the incorrect items and refund them.
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What action did we take: Call the restaurant to get the prices of the incorrect items. The restaurant does not answer to give out the price, refund the affected items 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 to get the prices of the incorrect items.
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- "WRONGORDER(WHATISWRONG?)[SD-REFUNDTHEWHOLEORDER]" - May I ask what did you receive instead of what you ordered?
- "WRONGORDER[GHD]1" - I'm really sorry that you received the incorrect order and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "WRONGORDER[GHD]2" - Give me a moment to contact the driver to know if he has the correct order with him.
- "WRONGORDER[GHD]3" - I'm afraid I cannot reach the driver to know if he has the correct order with him. Your order has been adjusted. We've processed the refund on our end for the entire order, the refund amount is $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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What action did we take: Call the driver, ask if they are near the diner's delivery address. Ask if they have the correct order with them. I cannot reach the driver; refund the order on GH.
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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, ask if they are near the diner's delivery address. Ask if they have the correct order with them.
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- "ELIGIBLEFORREDELIVERY1" - I apologize for the (incorrect/missing/wrong) items. We are more than happy to assist you with having these items redelivered. Would you like us to have these items redelivered for you?
- "ELIGIBLEFORREDELIVERY2(Suggested verbiage if a customer starts by asking for a refund)" - I'm so sorry about the (incorrect/missing/wrong) items. I can see about getting these items refunded for you, or I can see if we can have the items redelivered to you. Would you still want a refund, or would you like to have these items redelivered?
- "ELIGIBLEFORREDELIVERY3" - Thank you for accepting the redelivery offer. I've passed this information along to another apartment that will replace this order for you with no extra charge. The order is going to be placed in the next 30 minutes or less, you will get notifications about the status of the order.
- "FOODQUALITY[GHD&SD]1" - I'm really sorry for the condition of the food and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "FOODQUALITYREFUND[GHD&SD]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.
- "FOODQUALITYREFUND(FEES)[GHD&SD]3" - I understand how frustrating that can be, I apologize for the experience. I'm afraid we can only refund the affected items plus sales taxes, the rest of the charges such as the tip, delivery fee, service fee, and donation are not adjustable. I'm really sorry for this.
- "COLDFOOD[GHD&SD]" - I understand how important it is to receive your food at the right temperature. I can definitely assist you and find a solution to this situation. Please allow me a moment to look into this.
- "COLDFOOD[GHD]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.
- "FOODDAMAGED[GHD]" - I understand how important it is to receive your food in the right condition. I can definitely assist you and find a solution to this situation. Please allow me a moment to look into this.
- "FOODDAMAGED[GHD]1" - I apologize for the condition of the food, for the inconvenience, I can email you a promotion code that you can use towards your next order for the 20% off in Free Grub. You have 30 days to use this.
- "FOODDAMAGED[GHD]2" - I understand how frustrating this situation can be, I deeply apologize for the experience using our service, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous one that I offered you. You have 30 days to use this.
- "FOODDAMAGED[GHD]3" - I'm really sorry for the condition of the food, I can email you a promotion code that you can use towards your next order for the HIGHERCONCESSION% off in Free Grub instead of the previous codes that I've offered you. You have 30 days to use this.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(LINEITEMADJUSTMENTFORAFFECTEDITEMS)1[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the affected items for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(LINEITEMADJUSTMENTFORAFFECTEDITEMS)2[GHD]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.
- "FOODDAMAGED(NON-CALIFORNIAORDER:REFUNDONGH)(REFUNDFORTHEWHOLEORDER)[GHD]4" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(CALIFORNIAORDER:(Diner reports packaging was not properly sealed (bag was open with no stickers, tape, staples, etc-REFUNDONRESTAURANT)[GHD]4.1" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
- "FOODDAMAGED(CALIFORNIAORDER:(Diner reports damage to packaging (i.e. broken seal, torn bag-REFUNDONGH)[GHD]4.2" -I’m really sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount codes that I've offered you. Please allow me a moment.
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- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[PAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has paid for the order at the restaurant already, so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it for you.
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What action did we take: Call the Driver to see if they have placed the order at the restaurant. Driver doesn’t answer: Cancel the order on Grubhub

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 to see if they have placed the order at the restaurant.
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- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)2[NOTPAID]" - Thank you for waiting, I'm afraid the driver has placed the order at the restaurant already so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
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What action did we take: Call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it.
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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 to see if the driver hasn't placed the order at the restaurant so we can cancel it.
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- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to let him know about the order cancelation so he does not place the order anymore.
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What action did we take: Call the driver to let him know about the order cancelation so he does not place the order anymore. The driver does not answer, cancel the order on GH.
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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 to let him know about the order cancelation so he does not place the order anymore.
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- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-LESSTHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 10% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-MORETHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 20% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1-[CANCELLATIONPROCESS-IFTHEDINERSTILLPUSHESFORCANCELLATION]: I understand, please allow me a moment to contact the driver and cancel the order with the restaurant.
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What action did we take: Call the driver to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
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A) The restaurant honors cancellation, cancel the order on Grubhub. Give diner 20% in concessions.
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B) The restaurant refuses to cancel, instruct the Driver to pay for the order and ask him to keep or donate food. Cancel the order on Grubhub. Give diner 20% in concessions.
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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 to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
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- "PLACE&PAY(RESTAURANTISCLOSED)"" - Let me call the driver to confirm that the restaurant is closed, if they are then I can cancel and refund the whole order for you. Please allow me a moment.
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What action did we take: Call the driver to confirm that the restaurant is closed, the driver does not answer. Click “Stop Taking Orders” in Compass East, cancel the order on Grubhub, do NOT issue concessions for restaurant closed contacts.
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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 to confirm that the restaurant is closed, the driver does not answer.
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- "PLACE&PAY(HOWDOESITWORK?)" - I'm sorry for the inconvenience. I can see you ordered at a Place and Pay restaurant, the driver has the order on his phone and he will place the order at the restaurant so it can be delivered to you.
- "PLACE&PAY-SPECIALINSTRUCTIONS" - I'm afraid I cannot call the restaurant but I will ask your driver to let the restaurant know about the changes.
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TEXT MESSAGE:
Hello, Grubhub here!
For order number NUMBER please ask the restaurant to SPECIALINSTRUCTIONS. This is per the customer's request.
Thank you!, Hugo B.
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- "PLACE&PAY(REFUND)" - I cannot refund the rest of the order, this message keeps appearing even if a try to refund just some cents: Start recheckout has encountered an error. Please refresh and try again. More Info: No additional info available, sorry GH request id: d95f9a80-82cd-11eb-98fd-7195d0461642. I canceled the order on GH so it can be fully refunded to the customer as promised.
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2da parte - Chats.