Notes

CALLS
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Hi thank you for calling the diner escalation team. This is Hugo, supervisor on duty. How can I help you?
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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 to process any adjustments and send concessions.
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https://p20.zdusercontent.com/attachment/655155/Xor4rgs6Vs44N45VMDSjzEEwo?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..ntQTx-YxsNrRu_T2qOsL_w.4b0KxsOG4xADNdqAQiBZ72y6BIKvI-d_0ujlkb33rQo2FRXtgedwp_Y7LLr_cP9s1aE1an-NgKURLJkhjJT88LggMVOk3W9_bAB2ghNL3_ssj3v-SZ3Olp9-VRoFW7FVt6Xx1801BbIYzvnoql4AoEml4DRFoUVAuR52cEKs8Oz6yJ9xCYXYRFYHU38b9W2i7y80uNr32U-37UviMvu56RHh_N4qGmHgMAJa3p6VPyXgexX_DbKilehL_P4VXn4Lk8qUbfnZiqeBu4ijkF_gVUwH6w10b3oLFTN2Dg7TIQk.cnhN0bui-IyRhrvFNfv3wA
-----------------------------------NOTORDERRELATED-------------------------------------------
Who did we speak with: Unknown
What was their issue: Not order related issue
What action did we take: Provide information
-----------------------------------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.
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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.
-----------------------------------CHECKSTATUS-------------------------------------------
Who did we speak with: NAME
What was their issue: Check status
What action did we take: Provide status and concessions
-----------------------------------CHECKSTATUS(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
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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"-------------------------------------
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.