Notes

I cannot grant concessions (My supervisor has escalated this already so it can be fixed)

Who did we speak with:
What was their issue:
What action did we take:

Outbound call notes (if an outbound call was made):
Name of the person you spoke with:
Provide a description of what was discussed:
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Chat Shortcuts
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- "Hellogrub" - Hello! Thank you for contacting Grubhub! My name is Hugo, how can I help you?
- "COMMON" - Hello! Thank you for contacting Grubhub! My name is Hugo, I'm so sorry to hear this, let me take a look at your order and find out more information.
- "PLACED" - Was this the order placed at RESTAURANT?
- "Assure assistance" - It is my pleasure to assist you. Please allow me a moment to look into this.
- "Lo Mismo" - I'm really sorry about that. Let me see what I can do.
- "CANNOTFINDORDER" - I'm afraid I cannot find your order in my system, can I please have your phone number?
- "REFUNDYNOREFUNDXD" - I understand, I can see the refund was made and unfortunately we are unable to undo the refund but I can take the notes for our records.
- "COLDFOOD1" - 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.
- "COLDFOOD2" - I apologize for the temperature 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.
- "ASAPandPreorders" - 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?
- "To read" - Please excuse me for a moment while I read over your message. I want to make sure I have all the right information to help you!
- "WITHINETACANCEL" - I'm afraid the order is confirmed and the driver is on the way to pick up the food so we cannot cancel it anymore, I'm sorry for the inconvenience.
- "ETA" - I'm very sorry for the delay. We are working to have your order delivered as quickly as possible. I can see that your driver is 8 minutes away from your location.
- "ETASD" - I'm very sorry for the delay. We are working to have your order delivered as quickly as possible. I spoke with the restaurant and your driver is 15 minutes away from your location.
- "ETALATENODRIVER" - 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?
- "ETA-NOANSWER" - I was unable to get in contact with the driver, I sent the driver a text message and you should expect a call or text from the driver with the updated estimated time of arrival, if you don't receive a call from the driver within 15 min, please contact customer care.
TEXT MESSAGE: Hello, Grubhub here!
Please contact the customer for order number 33611414-4566008 as soon as possible with the updated estimated time of arrival.
Thank you!, Hugo B.
- "Refund-Giftcard" - If it was a Grubhub gift card the balance is going to remain the same as before you paid for this order.
- "POISONING CLAIM" - 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.
What action did we take: Food poisoning claim; 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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Outbound call notes (if an outbound call was made): restaurant
Name of the person you spoke with: NAME
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
- "CONTACT-FREE" - I can see that the order was marked as a contact-free delivery. Can you check at the drop-off location to see if the food is there, please?
- "CONTACT-FREE2" - I can see that the order was marked as a contact-free delivery. 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, please?
- "CANCEL-FREE" - I understand, since the food is not outside your order has been canceled. We've voided the charge 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.
- "WHY? NOT DELIVERED" - 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 4:00 pm PST, since it was not delivered to you we have processed a full refund.
- "WAIT" - One moment, please. I will check if that is possible.
- "RESTAURANT CANCEL" - Let me give the restaurant a call to cancel your order.
- "RESTAURANT HOLD" - I am currently on hold with the restaurant, one moment, please.
- "MISSINGITEMREFUND" - Your order has been adjusted. We've processed the refund on our end for AMOUNT before 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.
- "FULL REFUND" - Your order has been adjusted. We've processed the refund on our end for the full amount of the order, 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.
- "BLOCKEDORDER1st" - 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.
- "BLOCKEDORDER2nd" - 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.
- "CANNOTSWITCHTODELIVERY" - I'm afraid we cannot switch pick-up orders for Grubhub drivers restaurants to delivery. Can you pick up the order?
- "SWITCHSELFDELIVERY" - May I please have your delivery address?
- "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?
- "FOODREADYCANCEL" - I'm sorry for the inconvenience. The food has been made already, which does not allow us to cancel the order anymore.
- "AUTHORIZATIONHOLD10%-20%" - I can confirm your order's grand total is $61.20, 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.
- "ADDITEM" - The items have been added to your order and we processed an upcharge for $AMOUNT before taxes to the original payment method on this order.
- "CREDITCARDNOTWORKING" - Please make sure you are using the information on file with your financial institution. We accept international credit cards on all platforms. The credit card must be Visa, MasterCard, JCB, American Express and Discover. If you want to order from Grubhub and you do not have one of these credit cards, PayPal can still be used as an alternative.
- "CREDITCARDNOTWORKING2" - if it is still not working you can try clearing cache and cookies if you are using the website, or if you are using the app please uninstall and reinstall the app.
- "TECHONLOGYSOLUTION" - Please try clearing cache and cookies if you are using the website, or if you are using the app please uninstall and reinstall the app.
- "Extra help" - You are welcome! Is there anything else I can assist you with?
- "Survey" - Thank you for chatting! Please be sure to rate this chat once this interaction has ended and I hope you have a good rest of your day.