Notes

CALLS
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CONCESSIONS FOR DELAY:
0-15 minutes: No FG
16-45 minutes: 10% or $5
46+ minutes: 20% or $10

CONCESSIONS FOR CANCELED ORDER (NBDR):
0–10 minutes: No FG
11-20 minutes: 10% or $5
21–30 minutes: 20% or $10
31 minutes or more: % Concessions equivalent for full value of order up to 50% or up to $25
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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:
---------------------------------CALLER DISCONNECTED---------------------------------------
Who did we speak with: Unknown
What was their issue: The caller disconnected the call.
What action did we take: Called back, I got no answer and could not leave any voicemail.
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Outbound call notes (if an outbound call was made): Yes
Name of the person you spoke with: Unknown
Provide a description of what was discussed: Called back, I got no answer and could not leave any voicemail.

----------------------ORDER IS DUPLICATED [GHD and SD]------------------
Who did we speak with: NAME
What was their issue: Order NUMBER and order NUMBER are duplicated.
What action did we take: Cancel the order NUMBER on Grubhub since it is confirmed already.




----------------------ORDER UNWANTED (CHANGE OF PLANS) [GHD AND SD]------------------
Who did we speak with: NAME
What was their issue: Order Unwanted - Change of Plans
What action did we take: Check to see if the order has been confirmed by the restaurant in Compass East.
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A) It is confirmed. Explain to the diner we unable to cancel the order. Do NOT issue concessions.
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B) It is not confirmed. Contact the restaurant to see if the food has been made:
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B1) YES - We cannot cancel the order. Do NOT issue Free Grub. Let the diner know about the resolution after calling the restaurant.
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B2) NO - Cancel the order on the Restaurant. Let the diner know about the resolution after calling the restaurant.
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C) The restaurant doesn't answer, refund on the restaurant. Let the diner know about the resolution after calling 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: Contact the restaurant to see if the food has been made.
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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 about the resolution after calling the restaurant.

----------------------ORDER NOT RECEIVED [GHD]------------------
Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: I don't see evidence that the driver contacted care for the delivery attempt. Check the current time. Was the order marked delivered within the last 30 minutes?
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A) YES - Contact the driver to find out if they are able to return to diner and deliver the order.
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A1) The driver is able to return, let the diner know that the driver is on their way back.
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A2) The driver is unable to return, apologize and issue a cancellation on Grubhub for the entire order. Give diner 20% in concessions.
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B) NO - The order is GHD: Cancel the order on Grubhub. Give diner 20% in Free Grub.
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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.

----------------------ORDER NOT RECEIVED (CONTACT-FREE DELIVERY) [GHD AND SD]------------------
Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: Inform the diner that the order was marked as a contact-free delivery. Ask them to check at the drop-off location and ask the diner to check outside of their door or in the lobby of their building.
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A) The diner has checked these locations and confirms that the order is still not there:
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-- A1) The order is GHD: Cancel the order on Grubhub. Give diner 20% in Free Grub.
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B) The order is Self Delivery: Cancel the order on the restaurant. Give diner 20% in Free Grub.

----------------------ORDER NOT RECEIVED (MISSED DELIVERY) [GHD]------------------
Who did we speak with: NAME
What was their issue: Order not received.
What action did we take: There is evidence that the driver tried to deliver. Explain the situation and offer a concession up to 50% off their next order.
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A) The diner still requests a refund after the concession offer, issue a cancellation on Grubhub for the entire order. Give diner 20% in Free Grub
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B) Diner accepted the concessions. Granted it.

-------------------------------CHECK STATUS [GHD]-------------------------------
Who did we speak with: NAME
What was their issue: The order is late.
What action did we take: Look up status on Delivery Status Map in Compass.
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A) The map provides enough information, change ETA to MINUTES and grant diner concessions according to the delay on this order.
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B) The map doesn't provide enough information, call the Driver for an ETA, change ETA to MINUTES and grant diner concessions according to the delay on this order.
--B1) The driver doesn't answer: Send the Driver a text message asking them to call the diner ASAP with an ETA.



Let the diner know they should expect a call or text from the driver, and if they don't receive a call from the driver within 15 min, please contact Care. Change ETA to 16 and grant 10% in concessions to the diner.
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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 for an ETA.
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TEXT MESSAGE:
Hello, Grubhub here!
Please contact the customer for order number NUMBER as soon as possible with the updated estimated time of arrival.
Thank you!, Hugo B.
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-------------------------------CHECK STATUS (SD)-------------------------------
Who did we speak with: NAME
What was their issue: The order is late.
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 concessions according to the delay on this order.
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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.

----------------------------MISSING ITEMS [GHD and SD]--------------------------
Who did we speak with: NAME
What was their issue: The order is missing the:
.

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What action did we take: Refund it on the restaurant as a line item adjustment.
----------------------------MISSING ITEMS (JIT ORDER) [GHD and SD]--------------------------
Who did we speak with: NAME
What was their issue: The order is missing the:
.

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What action did we take: Refund it on the restaurant.

----------------------------WRONG ORDER [GHD and SD]--------------------------

Who did we speak with: NAME
What was their issue: The driver delivered the wrong order.
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.

----------------------------FOOD POISONING CLAIM [GHD AND SD]--------------------------
Who did we speak with: NAME
What was their issue: Food poisoning claim
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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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.

----------------------------SPECIAL INSTRUCTIONS ISSUE (GHD and SD)--------------------------
Who did we speak with: NAME
What was their issue: Special Instructions Issue
What action did we take: The diner was not charged extra by the restaurant for the special instruction, but it was not followed: Issue 10% in concessions
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https://support.grubhub.com/hc/en-us/articles/360051748832-Problem-with-Food-Dispositions-CCARE
----------------------------DINER DOES NOT ANSWER (SD)--------------------------
Who did we speak with: NAME
What was their issue: Diner does not answer
What action did we take: Confirm the address that the driver is trying to deliver to is correct and that any delivery instructions left were followed by the driver. Call the diner from the number listed in Compass. Send a text message and email to the Diner, alerting of an attempted delivery.
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A) the Diner Responds: Let the Diner know that the driver is outside attempting to make the delivery.
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B) the Diner Does Not Respond: Left a voicemail letting the diner Diner know the driver is attempting to deliver their food.
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Let the restaurant know the resolution
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A1) Diner Answered: Proceed with delivery
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B1) Diner Did Not Answer: Ask if they can wait 5-10 minutes for the diner to call the driver back. Let the driver know that if they do not hear back from the diner after this time frame, they can mark the order as delivered and proceed to their next delivery.
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C1) Non Cash Order: Let the restaurant know that they have been paid
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C2) Cash Order: Request the restaurant to contact Grubhub to confirm the order was not delivered.
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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: Call the diner from the number listed in Compass. Send a text message and email to the diner, alerting of an attempted delivery.
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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: Let the restaurant know the resolution

----------------------------SWITCH ORDER TO DELIVERY [GHD]--------------------------
Who did we speak with: NAME
What was their issue: Switch order to delivery.
What action did we take: Let the diner know that we cannot switch pick-up orders for GHD restaurants to delivery. Ask the diner if they would prefer to pickup.
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A) Yes, let the diner know they can pick up the order at the restaurant.
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B) No, the diner wants to cancel, call the restaurant to see if the food has been made:
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B1) The food has been made: issue the diner 20% in concessions and do not cancel the order.
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B2) 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 to see if the food has been made.

----------------------------SWITCH ORDER TO DELIVERY (SD)--------------------------
Who did we speak with: NAME
What was their issue: Switch order to delivery. ADDRESS:
What action did we take: Call the restaurant and see if they are able to deliver to the diner's address. Is the restaurant able to deliver to the updated diner address?:
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A) YES - Did not text diner the new confirmation, I have her on the line, apply applicable charges.
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B) NO - Ask the Diner if they would prefer to pickup or cancel. They want to cancel and the food has been made, issue them a $10 concession and do not refund 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 and see if they are able to deliver to the diner's address.

----------------------------CHANGE DELIVERY ADDRESS--------------------------
Who did we speak with: *NAME*
What was their issue: Change the delivery address to:
What action did we take: Call the driver and ask if he can deliver this to the updated address.
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A) YES - The Delivery Partner is willing to drive to the updated address, use the "Transfer/Reassign::Transfer to GH Delivery Mileage Update".
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B) NO - Cancel the order on GH and let the diner know he can replace it with the correct address.
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C) Driver does not answer. Cancel the order on Grubhub and let the diner know that they can re-order.
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D) Driver is not assigned, let the diner know that the order has not been assigned a driver yet. Once a driver is assigned, the diner can text or call the driver with their updated delivery information. Let the diner know if they run into any issues to contact us. If the diner would prefer to cancel, cancel the order on Grubhub
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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.

----------------------------RESTAURANT IS CLOSED (PICKUP ORDER)--------------------------
Who did we speak with: *NAME*
What was their issue: Diner arrives at the restaurant to get a pick-up order. The restaurant is closed for the day.
What action did we take: Check the Hours of Operation for the Restaurant;
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*A)* It is past the restaurant’s closing time: Cancel the order on the Restaurant in Compass Do NOT issue FG. Let the diner know that the order has been canceled.
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*B)* The restaurant should still be open: Ask the diner if they are still on-site; Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact; the restaurant doesn't answer, cancel the order 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: Confirm if the restaurant is closed for the day by attempting to call the restaurant twice, and then the primary contact

----------------------------RESTAURANT IS CLOSED (PICKUP ORDER)--------------------------
Who did we speak with: *NAME*
What was their issue: The order is late.
What action did we take: Call the restaurant and check on the order.
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*A)* They answered so change ETA to *MINUTES* and let the diner know.
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*B)* They did not answer so ask the diner if they would prefer to wait or cancel.
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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 on the order

----------------------------RESTAURANT IS CLOSED [GHD and SD]--------------------------

Who did we speak with: Theresa Kupelian
What was their issue: Diner called the restaurant and they are closed. They did not notify her that her food was not going to be delivered so wants this food for free tomorrow
What action did we take: Confirm if the restaurant is closed for the day or out of business. Do this by attempting to call the restaurant twice, and then the primary contact, the restaurant doesn't answer. Set the restaurant to "Stop Taking Orders." (They are set already). Inform the diner that the restaurant is closed and that the order needs to be canceled. The restaurant did not answer to approve a free delivery for tomorrow. Cancel the order on the restaurant in Compass. (Do NOT issue FG)
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Outbound call notes (if an outbound call was made): Pepper Mexican Grill
Name of the person you spoke with: NONE
Provide a description of what was discussed: Confirm if the restaurant is closed for the day or out of business. Do this by attempting to call the restaurant twice, and then the primary contact, the restaurant doesn't answer.
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Outbound call notes (if an outbound call was made): diner
Name of the person you spoke with: Theresa Kupelian






Provide a description of what was discussed: Inform the diner that the restaurant is closed and that the order needs to be canceled

--------------------------ITEM ADDED TO ORDER [GHD AND SD]----------------------------

Who did we speak with: NAME
What was their issue: The diner wants to add an item to the order.
What action did we take: Check the restaurant's menu to see if the item is available and if there are any price-modifying options, the order is not a pre-order, the customer is calling so call the restaurant to verify that the item can be added to the order before it is sent for delivery. Let the customer know about what the restaurant said and send the diner a confirmation text.
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A) Do the changes as a line item adjustment.
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Outbound call notes (if an outbound call was made): Restaurant.
Name of the person you spoke with: NAME AT TIME
Provide a description of what was discussed: Call the restaurant to verify that the item can be added to the order before it is sent for delivery
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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 customer know about what the restaurant said.
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TEXT MESSAGE: Hello there! Grubhub here. We have adjusted your order successfully. Thanks for using Grubhub. Hugo B.
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--------------------------ORDER REFUND CONFIRMATION----------------------------

Who did we speak with: NAME
What was their issue: Order refund confirmation.
What action did we take: Inform why the order was canceled and about the refund process.

--------------------------RESTAURANT'S CREDIT REQUEST----------------------------

Who did we speak with: NAME
What was their issue: The order has been adjusted and they paid for the refund, they are not fine with the refund made on them.
What action did we take: Add a credit for the restaurant and let them know.
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Previous ticket: TICKET

--------------------------UPCHARGE FOR SPECIAL INSTRUCTIONS----------------------------

Who did we speak with: NAME
What was their issue: We need to upcharge the order for special instructions for $AMOUNT
What action did we take: Ask the restaurant for the details of the additional charge: which item is being modified and what the amount of the additional charge is.
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A) The amount is below $6, use the order adjustment process for communication to the diner.
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--- A1) The order adjustment fail; Do a credit to the restaurant.
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B) The additional charge is an increase of more than $6 of the grand total; call the diner to authorize the charge.
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--- B1) The diner authorizes the extra charge; Process the adjustment, including the reason for the additional charge and the name of the representative I spoke with. Ask the restaurant if they would like an updated copy of the order, and resend the order if necessary.
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--- B2) The diner does not answer, proceed with the additional charge; Process the adjustment, including the reason for the additional charge and the name of the representative I spoke with. Ask the restaurant if they would like an updated copy of the order, and resend the order if necessary.
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--- B3) The order adjustment fail; Do a credit to the restaurant.
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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: The additional charge is an increase of more than $6 of the grand total; call the diner to authorize the charge.
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C) It is a cash order; Inform them that we cannot process the adjustment on our end. Calculate the new total of the order, including the adjustment and notify the diner of the adjustment and new total.
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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: Calculate the new total of the order, including the adjustment and notify the diner of the adjustment and new total.
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--------------------------MISH----------------------------