Notes

3ra parte - Chats.
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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.
.
- "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.
.
- "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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- "COMPLAINTABOUTHTEDRIVER" - I'm really sorry for this bad experience. I can take the feedback about the driver and I'll be sure to pass it along.
- "COMPLAINTABOUTHTEDRIVER2" - I do apologize for the inconvenience. This is not the experience we want you to have with us. I'll make sure to take the notes and pass the information along as a complaint so this does not happen again in the future.
- "COMPLAINTABOUTHTEDRIVER3" - I'm afraid we have no access to their procedures so I don't know what is going to happen with the driver after the complaint is sent.
- "COMPLAINTABOUTHTEDRIVER(SERIOUS)" - I'm really sorry for this bad experience. I can take the feedback about the driver and I'll be sure to pass it along. Would you like to fill a serious complaint about the driver? If so, I can let you talk to my manager right away.
.
Hi there,
Explain situation: The diner mentioned one of the scalable criteria, and the diner would like to fill a serious complaint about the driver. https://support.grubhub.com/hc/en-us/articles/360051135912-Customer-Experience-Team-Escalations-CCARE
What is diner/rest asking for: The diner would like to fill a serious complaint about the driver for:
How does requester want to be contacted by CXT and what is their contact info: EMAIL
Thank you!
.
- "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.
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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.
-------------------------------------------AUTHORIZATIONHOLD--------------------------------------------------
--------------------------------------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.
-------------------------------------------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.
-------------------------------------------ACCOUNTTAKEOVER-CC-------------------------------------------------
----------------------------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.
-------------------------------------5+BUSSINESSDAYSNOREFUND-------------------------------------------------
-------------------------------------Diner Charges/Account Question Disposition-----------------------------------------
- "5+BUSSINESSDAYSNOREFUND1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. 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?
- "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+BUSSINESSDAYSNOREFUND4(5+MACRO)" - 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 email address associated with your account.
- "5+BUSSINESSDAYSNOREFUND5" - I'm afraid this is the only way to investigate this refund.
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*All fields are required before submitting to DET*
DET will respond to the diner within 48 hours
.
Hi there,
Explain situation: The customer has not received this refund after 5 business days.
How does requester want to be contacted by DET and what is their contact info: EMAIL
Total amount of the refund: $AMOUNT
First 6 and last 4 of the card: NUMBERS
Date of the refund: DATE
Thank you!
.
---------------------------------SUSPECTEDPOLICYABUSEANDCLEARPOLICYABUSE----------------------------------------
---------------------------------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.
- "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/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.
---------------------------------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" - 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.
- "MORE" - At the moment, we will not be able to process a refund nor provide any Seamless Cash discount code for this until our specialized team reviews your situation further to provide a resolution. I do apologize.
- "MORE" - In this case, we will need to review your situation further to provide a resolution. I do apologize.
- "MORE" - We will have to further look into this before we are able to take actions. I do apologize.
- "MORE" - 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.
-------------------------------------ACCOUNTTAKEOVER(DINER)----------------------------------------------
-------------------------------------Fraud Escalation Guidelines------------------------------------------------
Who did we speak with: NAME
What was their issue: Account Takeover
What action did we take: Verify that the caller has a Grubhub/Seamless/Yelp account. Locate the affected account and order. Provide the permitted order details to see if the diner recognizes any information: First name on the order, date of order, delivery street/city and the type of food ordered.
.
A) The order was recognized so follow Friendly Fraud procedure:
Check if the account holder’s email address and/or phone number has been changed.
If anything has been changed, record the updated info and the old info in the ticket.
Advise the diner to change their password.
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B) The order was not recognized, so inform the caller that we are escalating the issue for investigation and I used the suggested verbiage: “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.”
Open the “The diner believes someone else has logged into their own (Grubhub/Seamless) Account” macro according to the account's brand, fill the information and submit as open.
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https://support.grubhub.com/hc/en-us/articles/360053594371-Fraud-Escalation-Guidelines - Fraud Escalation Guidelines
-------------------------------------------Gift Cards - DET-----------------------------------------------------
Blackhawk phone number: 8772466255
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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. Or we can also escalate this to our specialized team follow up with you within 24-72 hours. Would you like us to escalate?
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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. Or we can also escalate this to our specialized team follow up with you within 24-72 hours. Would you like us to escalate?
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Of course. May I have your order number of the gift card purchase and your contact information please?
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If a customer calls Care asking for assistance with a bulk gift card purchase of $2,000 or more, direct the caller to reach out to Cashstar via email at [email protected] (not the old email address, [email protected]), or by calling 833-723-0583.
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You will need to get in touch with Fastcard through this link https://www.incomm.com/contact-us/ for further assistance.
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You will need to get in touch with Gift Card Mall through this link https://www.giftcardmall.com/contact-us for further assistance.
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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.
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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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Hello,
Grubhub here!
Our customer X has not received her/his gift card purchased on (date) with Gift Card Order Number X
Please contact the diner directly to this email X or phone number X
Thanks,
Hugo.
Grubhub Customer Experience Team
-------------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER(YES)------------------------------------------
--------------------------------------Specialized Escalation Complaints-(YES)-------------------------------------------
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 - Specialized Escalation Complaints
.
Serious Driver Complaint - Ticket #169327284 - The customer is saying that the driver stole her food, she does not have any evidence to send us - Should it be escalated?
-------------------------------------SERIOUSCOMPLAINTABOUTTHEDRIVER(NO)------------------------------------------
--------------------------------------Specialized Escalation Complaints-(NO)-------------------------------------------
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
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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.
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