Notes

CALLS
------------------------------------------GREETING---------------------------------------------------------
* - Hi thank you for calling the diner escalation team. This is Hugo, supervisor on duty. How can I help you?
------------------------------------------EMPATHY---------------------------------------------------------
* - 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.
* - "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 action so issues like this do not take place again in the future with you and with the rest of our customers."
* - I would feel the same way in this situation.
* - I have also experienced this issue. I totally agree with you. I will address this issue to the right place so we can take of it.
* - You have every right to be upset.
* - I understand what you are going through.
* - I can see how difficult this has been for you.
* - It’s totally natural that you would feel this way.
* - I understand how frustrating it must be to wait this long for your order.
* - I would also be upset if a driver did that to me.
------------------------------------------------------------------------------------------------------------
Who did we speak with: NAME
What was their issue:
What action did we take:
.
Outbound call notes (if an outbound call was made): Yes.
Name of the person you spoke with: NAME
Provide a description of what was discussed: Call the
-----------------------------------NOTORDERRELATED-------------------------------------------
Who did we speak with: Unknown
What was their issue: Not order related issue
What action did we take: Provide information
-----------------------------------MISSINGITEM-------------------------------------------
Who did we speak with: NAME
What was their issue: The order is missing an item.
What action did we take: Process a refund for the missing item - Diner is not satisfied with the refund, send a concession for $CONCESSION
-----------------------------------CALLERDISCONNECTED-------------------------------------------
Who did we speak with: Unknown
What was their issue: Caller disconnected
What action did we take: Call back since the line was disconnected, no answer, it does not let me leave a voicemail.
.
Outbound call notes (if an outbound call was made): Yes
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call back since the line was disconnected, no answer, it does not let me leave a voicemail.
-----------------------------------VOICEMAIL-------------------------------------------
Outbound call notes (if an outbound call was made): Yes.
Name of the person you spoke with: NAME
Provide a description of what was discussed: The call was disconnected, there was no answer when I called back, left a detailed voicemail informing what actions we will take.
-----------------------------------CHECKSTATUS(DINER)-------------------------------------------
Who did we speak with: NAME
What was their issue: Check status
What action did we take: Provide status and concessions
-----------------------------------CHECKSTATUS(DINER)[DaaS]-------------------------------------------
Who did we speak with: NAME
What was their issue: Check status - Confirmation Code is:
What action did we take: Provide status of the order to the customer.
-----------------------------------CHECKSTATUS(Diner)[SD]-------------------------------------------
Who did we speak with: NAME
What was their issue: Check status
What action did we take: Call the restaurant to check status. Provide status and concessions
.
Outbound call notes (if an outbound call was made): Yes
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the restaurant to check status.
------------------------------CREDITREQUEST--------------------------------------
Who did we speak with: NAME
What was their issue: The restaurant wants to do a credit request for this order; ISSUE
What action did we take: Send the credit request to the RC team
------------------------ORDERNOTRECEIVED(CONTACTFREEDELIVERY)-------------------------------
Who did we speak with: NAME
What was their issue: Order not received
What action did we take: Confirm address and phone number, the food is not outside so cancel the order and grant concessions.
-----------------------------------ORDERISDUPLICTAED-------------------------------------------
Who did we speak with: NAME
What was their issue: Order is duplicated
What action did we take: Cancel it on Grubhub since it is confirmed. Grant concessions.
--------------------------------ORDERREFUNDCONFIRMATION-------------------------------------
Who did we speak with: NAME
What was their issue: Order refund confirmation
What action did we take: Provide refund details
--------------------------------REFUNDMEMBERSHIP-------------------------------------
Who did we speak with: NAME
What was their issue: Diner wants to be refunded for the Grubhub plus membership.
What action did we take: Cancel the membership and process a refund for the last membership renewal.
-------------------------------------"BLOCKEDACCOUNTFORPOLICYABUSE"-------------------------------------
Who did we speak with: NAME
What was their issue: Customer's order has been blocked by the system.
What action did we take: Used the following verbiage: "I'm sorry for the whole situation. 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, but if there's anything we need to reach out to you for, be assured we will contact you. 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."
.
And send the information using the Policy Abuse Macros::Blocked Order::Send to Fraud Team (Non-Policy Abuse Reject Reason) macro.
--------------------------------RESTAURANTISCLOSED(RESTAURANTCALLING)-------------------------------------
Who did we speak with: NAME
What was their issue: The restaurant needs to be set as stop taking orders
What action did we take: Set them as closed for the rest of the day
-----------------------------------------ADOBEHELP-----------------------------------------------------
- FYI - BBB, SoMe, Legal, corporate, etc threat on Ticket: 12345678, Diner very upset for .....XYZ.
- Question - Ticket: 123456789 - Any question that you might have here.
- DaaS order - Ticket # - Diner's Name - Confirmation Code - Diner's email /-Type of adjustment (refund/credit) and amount - on behalf of GH or restaurant - the reason of the adjustment.
- Approval request - Ticket: 123456789 - Refund for +$100, Diner stating order was cold. etc.
--------------------------------------CLEARPOLICYABUSE(DINER)--------------------------------------------------
Account is showing as a Clear Policy abuse, Send the contact to the policy abuse team using the macro: Transfer/Reassign::Fraud Team::Policy Abuse Review. I called the diner back and used the following verbiage: "Thank you for holding, I looked further into your account and noticed that you have an unusual number of refund/concessions on recent orders. Due to this, our system is not allowing me to process this refund/concession.""
.
Brief description of the suspected violation(s): I cannot look into the order. Compass east is still telling me to "Transfer this ticket. If speaking with the diner say, "I'm not able to look into this issue further, let me transfer you to a team that can." So Janeth Guerrero is helping me and she told me to escalate to Policy Abuse Taskforce and that refunds are disabled.
---------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER-YES(DINER)--------------------------------------
Who did we speak with: NAME
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.
.
https://support.grubhub.com/hc/en-us/articles/4406118936084-Specialized-Escalation-Complaints
---------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER-NO(DINER)--------------------------------------
Who did we speak with: NAME
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.
.
https://support.grubhub.com/hc/en-us/articles/4406118936084-Specialized-Escalation-Complaints
-------------------------------------CANCELORDERONGRUBHUB(TRANSFER)------------------------------------
Who did we speak with: NAME
What was their issue: The order needs to be canceled for:
What action did we take: I canceled this using the order not received reason so it can be canceled on the correct source which is Grubhub.
---
Ticket #168461509
-------------------------------------GIFTCARD(DINER)[FASTCARD]------------------------------------
Who did we speak with: NAME
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 Fast Card. Provide the customer with the vendor's contact information (https://www.incomm.com/contact-us/)
.
https://support.grubhub.com/hc/en-us/articles/360057608511-Gift-Cards-DET
-------------------------------------GIFTCARD(DINER)[GIFTCARDMALL]------------------------------------
Who did we speak with: NAME
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.
.
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.
.
https://support.grubhub.com/hc/en-us/articles/360057608511-Gift-Cards-DET
-------------------------------------GIFTCARD(DINER)[CASHSTAR]------------------------------------
Who did we speak with: NAME
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 just has a number code and no logo, so it is distributed by Cashstar. Provide the customer with the vendor's contact information and inform they can either call them, be assisted through live chat or by sending an email. (Webpage: https://grubhub.cashstar.com/self_service/v2/register, phone number: 844-828-5331, email address: [email protected])
.
https://support.grubhub.com/hc/en-us/articles/360057608511-Gift-Cards-DET
-------------------------------------FIRSTTIMEDINERPROMOCODEISSUE(DINER)------------------------------------
Who did we speak with: NAME
What was their issue: First Time Diner Promo Code issue, the $10.00 were not substracted from the order as it was supposed to.
What action did we take: Process a refund for the $10.00 on Grubhub so the customer can be happy with our service.
.
https://support.grubhub.com/hc/en-us/articles/360051497731-Promotion-Code-Issues-CCARE
-------------------------------------SUSPECTEDPOLICYABUSE-ITISNOT(DINER)------------------------------------
Who did we speak with: NAME
What was their issue: ISSUE
What action did we take: There is not enough information to determine policy abuse - Assist customer.
.
https://support.grubhub.com/hc/en-us/articles/360058496672-Resolving-Suspected-Fraud
-------------------------------------SUSPECTEDPOLICYABUSE-ITIS(DINER)------------------------------------
Who did we speak with: NAME
What was their issue: ISSUE
What action did we take: Follow the general procedure for the issue the customer is having.
There is enough information to determine policy abuse - I used the following verbiage: "Thank you for holding, I looked further into your account and noticed that you have an unusual number of refund/concessions on recent orders. Due to this, our system is not allowing me to process this refund/concession."
.
I also used the following verbiage: "I'm sorry for the whole situation. 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, but if there's anything we need to reach out to you for, be assured we will contact you. 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."
.
Deny adjustments/concessions and send the contact to the policy abuse team using the macro: Transfer/Reassign::Fraud Team::Policy Abuse Review.
.
https://support.grubhub.com/hc/en-us/articles/360058496672-Resolving-Suspected-Fraud
---------------------------------PROMOCODEREQUESTFORANISSUE(DINER)----------------------------------------
Who did we speak with: NAME
What was their issue: ISSUE so wants this situation rectified.
What action did we take: Since the customer is not satisfied with the previous resolution, provide the customer with a $CONCESSION off in concessions to rectify the situation and have the customer satisfied.
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- "NOTSATISFIED" - Diner is not satisfied with the refund, send a concession for $CONCESSION off.
- "RECTIFY" - Since the customer is not satisfied with the previous resolution, provide the customer with a $CONCESSION off in concessions to rectify the situation.