Notes

CHATS
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CONCESSIONS FOR DELAY:
0-15 minutes: No concessions
16-45 minutes: 10% or $5 for First Time Diners
46+ minutes: 20% or $10 for First Time Diners

CONCESSIONS FOR CANCELED ORDER (NBDR):
0–10 minutes: No Concession
11-20 minutes: 10% or $5 (first time diners)
21–30 minutes: 20% or $10 (first time diners)
31 minutes or more: % Concessions equivalent for full value of order up to 50% or up to $25 (first time diners)
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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 through our platform at the restaurant name 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.
- "FOODDAMAGED" - 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.
- "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!
- "WITHINETA" - 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.
- "WITHINETACANCELPICKUP" - 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.
- "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.
- "LATEETA" - 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 MINUTES minutes away from your location.
- "LATEETASD1" - Let me give the restaurant a call to check the current status of your order.
- "LATEETASD2" - 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 MINUTES minutes away from your location.
- "LATEETASD3(NOANSWER) - 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?
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What action did we take: Called the restaurant to get the updated ETA.
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A) They answered so change the ETA to MINUTES. Grant diner a PROMOCODE% in concessions.
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B) 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 called the restaurant to ask to cancel the order and refund it on them.
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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: Called the restaurant to get the updated ETA.
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- "SDCANCELORDERTOOLATE1" - Let me give the restaurant a call to cancel your order.
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What action did we take: Called the restaurant to cancel the order.
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Outbound call notes (if an outbound call was made): restaurant
Name of the person you spoke with:
Provide a description of what was discussed: Called the restaurant to cancel the order.
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- "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?
- "ETALATENODRIVER2" - Ok, if you want to keep the order I won't cancel it, also the system shows that the most updated estimated time of arrival is TIME.
- "ETALATENODRIVER3" - The drivers are assigned automatically to the order, I'm afraid I cannot assign a driver manually. I'm sorry for this.
- "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.
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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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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.
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A) Restaurant wants to follow up with diner directly: Ask the restaurant when the diner should expect to hear from them.
Contact the diner and inform them when the restaurant will be contacting them directly. Issue the refund on Grubhub.
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A1) The diner wants more from Grubhub, offer up to 20% in concessions for "the inconvenience".
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B) Restaurant wants to refund the diner: Clarify the refund amount with the restaurant. Refund that amount in Compass on the Restaurant. Follow up with the diner and let them know about the refund from the restaurant.
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C) Restaurant wants to refund the diner and follow up: Clarify the refund amount with the restaurant. Refund that amount in Compass on the Restaurant. Ask the restaurant when the diner should expect to hear from them.
Contact the diner and inform them when the restaurant will be contacting them directly. Also let the diner know about the refund.
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D) Restaurant wants neither to refund nor to follow up: Contact the diner and let the diner know we have issued a full refund for their order. Refund the Order on Grubhub.
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D1) The diner wants more from Grubhub, offer up to 20% in concessions for "the inconvenience".
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E) 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: 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.
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Outbound call notes (if an outbound call was made): Diner
Name of the person you spoke with: NAME
Provide a description of what was discussed: Let the diner know the resolution after calling the restaurant.
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- "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?NOTDELIVERED-FREE" - 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.
- "MISSEDDELIVERY" - I can see your driver attempted to deliver your food, I've emailed you a promotion code that you can use towards your next order. You have 30 days to use this.
- "SDORDERNOTRECEIVED" - Let me contact the restaurant to find out what happened and ask if they can redeliver. Give me a moment, please.
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What action did we take: Contact the restaurant to find out what happened and ask if they can redeliver
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A) Customer no longer wants the food: cancel the order on the restaurant.
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B) The restaurant doesn't answer: cancel the order on the restaurant. - "TEXT" - I’m really sorry that your order wasn’t delivered, we were unable to get a hold of the restaurant, we are going to issue a refund for your order.
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C) The restaurant cannot redeliver: cancel the order on the restaurant. - "TEXT" - I’m really sorry that your order wasn’t delivered, the restaurant let us know that they can’t redeliver it, so we are going to issue a refund for your order.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with:
Provide a description of what was discussed: Contact the restaurant to find out what happened and ask if they can redeliver
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- "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.
- "MISSINGITEMSFROMCOMBO" - 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.
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A) The price for the missing items is:
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B) Restaurant refuses to give out price: Check the menu for the restaurant to see if the item is listed. The item is not on the menu, consulted with leadership for the best price to adjust the order.
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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 to get the prices of the missing items.
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- "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 driver restaurants to delivery. Can you pick up the order?
- "CANNOTSWITCHTODELIVERY2" - Please allow me a moment to call the restaurant and check if the food has not been made so we can cancel it.
- "CANNOTSWITCHTODELIVERY3" - I'm afraid that the food is ready for pickup so we cannot cancel the order.
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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.
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A) Food has been made: issue the diner 20% in concessions and do not cancel the order.
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B) Food has not been made: Cancel the order on the restaurant.
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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 and check if the food has not been made so we can cancel it.
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- "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.
- "ADDTIP" - I can increase the driver's tip on your order by upcharging the original payment method on the order, how much do you want to add as a tip for the driver?
- "ADDTIP2" - I have processed an upcharge for $AMOUNT to the driver's tip.
- "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.
- "ADDITEM1" - Please allow me a moment to call the restaurant to check if this item can be added.
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What action did we take: Call the restaurant to check if this item can be added.

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 to check if this item can be added.
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- "ADDITEM2" - 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.
- "TECHNOLOGY/TROUBLEPLACINGORDER" - 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.
- "ORDERNOTCONFIRMED" - I'm afraid the restaurant did not confirm your order so it was auto-canceled by the system. I'm sorry for the inconvenience.
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- "SDORDERISLATE" -
What action did we take: Let the customer know that we will cancel the order and that they will receive their money back. Call the Restaurant and ask to cancel and refund the order on the Restaurant.
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Outbound call notes (if an outbound call was made): restaurant.
Name of the person you spoke with:
Provide a description of what was discussed: Call the Restaurant and ask to cancel and refund the order on the Restaurant.
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- "WRONGORDER" - Give me a moment to contact the driver to know if he has the correct order with him.
- "WRONGORDER2" - I'm afraid the driver does not have the correct order with him.
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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.
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A) answer yes to both, ask if he can go back and complete the delivery with the correct order; tell diner when the driver is coming back with the correct order.
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B) the driver does not have the correct order, ; refund the order on the restaurant
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C) I cannot reach the driver or the driver has the correct order but will not return to deliver the food; 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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- "PLACE&PAY" - 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-REQUEST" - I'm afraid I cannot call the restaurant but I will ask your driver to let the restaurant know about the changes.
TEXT MESSAGE:
Hello, Grubhub here!
For order number 33611414-4566008 please ask the restaurant if three cups of spicy Mayo can be added with no extra cost, also please deliver the food as contact-free delivery.
Thank you!, Hugo B.
- "PICKUPORDERCLOSED" - I can see the restaurant should still be open, are you still there?
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What action did we take: The restaurant should still be open, Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; no answer; cancel the order.
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: The restaurant should still be open, Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; no answer
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- "DELETEACCOUNT" - I've sent you an email with a link to delete your account. (GRUBHUB DATA MANAGEMENT PORTAL MACRO)
- "ORDERNOTRECEIVEDGHDRIVER" - Let me call your driver to find out if they are able to return and complete the delivery.
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What action did we take: contact the driver to find out if they are able to return to the diner and deliver the order.
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A) The Driver is able to return, let the Diner know that the Driver is on their way back.
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B) The Driver is unable to return, apologize and cancel the order on Grubhub. Give diner 20% in Free Grub - "TEXT" - (I'm afraid the driver is unable to return and complete the delivery.)
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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: Contact the driver to find out if they are able to return to the diner and deliver the order.
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- "CHANGEOFPAYMENTMETHOD" - Yes, we can change the payment method for you. May I ask what payment method you want to change to? Cash or Pre-paid?
- "CHANGEOFPAYMENTMETHOD2" - We have two options to pay in advance, the first one is to cancel your order and place a new order with the pre-paid method. The second option is that you contact the restaurant to provide the payment details over the phone. Which one do you prefer?
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What action did we take: Contact the restaurant to see if the food has been made and confirm the cancellation.

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: Contact the restaurant to see if the food has been made and confirm the cancellation.
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- "RESTAURANTNOLONGERONRESTAURANT'SLIST" - I'm afraid I was unable to find any information about why this restaurant is not longer on our restaurant's list. I can imagine they ended their contract with us.
- "ITEMPREAPREDWRONG" - May I ask what is wrong with the item?
- "HURRYREFUND" - I'm afraid we do not have any control over that. I'm really sorry for this.
- "5+BUSSINESSDAYSNOREFUND" - I confirm the refund was made on our end more than 5 business days ago, to investigate this charge, can you please give me the first 6 and last 4 digits of the card that you used to pay for this order?
- "FEEDBACK" - I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along.
- "NOFG" - I'm really sorry for the inconvenience. I'm afraid I cannot give you any compensation for this.
- "ONLYRESOLUTION" - I'm sorry for the inconvenience. That is the resolution that I can provide you with. I can take feedback and I'll be sure to pass it along.
- "BLABLABLABEFOREDELIVERED" - I'm sorry for the inconvenience. If that happens feel free to chat back in, we will be happy to assist you with that.
- "EXTRAHELPWITHAPOLOGYXD" -I'm sorry for the inconvenience. Is there anything else I could help you with today?
- "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.


I'm afraid I do not have any information about who made the error but we register these errors to keep improving our service.
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What action did we take: Call the restaurant to cancel the order
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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 to cancel the order