Notes

CHATS (BUBO's) - DaVinci1
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CONCESSIONS FOR DELAY:
0-15 minutes: No concessions
16-45 minutes: 10% or $5
46+ minutes: 20% or $10

CONCESSIONS FOR CANCELED ORDER (NBDR):
0–10 minutes: No Concession
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:
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- "COMMON1" - Hello! Thank you for contacting Grubhub! My name is Hugo, how can I help you?
- "COMMON2" - Hello! Thank you for contacting Grubhub! My name is Hugo, I'm so sorry to hear this, let me take a look and find out more information.
- "PLACED" - Was this the order placed through our platform at the restaurant name RESTAURANT?
- "ASSUREASSITANCE1" - It is my pleasure to assist you. Please allow me a moment to look into this.
- "ASSUREASSITANCE2" - I'm really sorry about that. Let me see what I can do.
- "WAIT" - One moment, please. I will check if that is possible. / Thank you for your patience, I am checking if we can honor you request. One moment, please. / Sorry for the long wait. I'm still working on this.
- "MOMENT" - Please excuse me for a moment while I look into this. I want to make sure I have all the right information to help you!
- "CANNOTFINDORDER" - I'm afraid I cannot find your order in my system, can I please have your phone number?
- "CANNOTFINDORDER2" - I'm sorry, I still cannot find your order, can I have your email address associated with your account?
- "CANNOTFINDORDER3" - I deeply apologize, I still cannot find this order on your account, do you have the order number? It must be in the confirmation email that you received when the order was placed with us.
- "CANNOTFINDORDER3" - I'm really sorry, I still cannot find this order on your account, do you have the restaurant's phone number by any chance? So I can check on their today's order history.
- "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.
- "PAYWITHCASH" - You can pay with cash at some restaurants that accept that payment method. You can verify if they accept cash when placing the order at the checkout page.
- "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?
- "BUYGIFTCARD" - You will have to visit https://www.grubhub.com/giftcards, then pick the design and amount of the giftcard and enter recipient information, lastly, you will fill out the payment information during check out and place the order.
- "RESETPASSWORD" - I just sent you an email to reset your password. Please allow up to 15 minutes to get it. Also please make sure to check your spam folder.
- "COMPLAINTABOUTHTEDRIVER" - I'm really sorry for this bad experience. I can the feedback about the driver and I'll be sure to pass it along.
- "ABUSIVEANDINAPPROPRIATELANGUAGEFROMCUSTOMERS1" - I politely ask you to please refrain the usage of the inappropriate language, I would like to continue to help you.
- "ABUSIVEANDINAPPROPRIATELANGUAGEFROMCUSTOMERS2" - I am sorry but I will need to end this call due to inappropriate language. Thank you and have a nice day.
- "WITHINETA(PICKUPREADY)" - 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.
- "WITHINETA(OUTFORDELIVERY)" - I can see your order's original estimated time of arrival is TIME. The driver has already picked up this order and is on their way to deliver it, please allow the full estimated time of arrival for delivery.
- "WITHINETA(PICKUPREADYNODRIVER)" - I can see your order's original estimated time of arrival is TIME. We’re sorry for the inconvenience. We’re working to get your order to you as soon as possible., 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.
- "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.
- "LATEETA(NOTOUTFORDELIVERY)" - 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 the restaurant and MINUTES minutes away from your location after he picks up the food at the restaurant. The driver can deliver this in MINUTES minutes by now.
- "LATEETASD1" - Let me give the restaurant a call to check the current status of your order.
- "LATEETASD2(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?
- "LATEETASD3(NOANSWER)" - I'm sorry for this delay, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please feel free to chat back in or give us a call at (877) 815-8527.
- "LATEETASD3(NOANSWERCALLDRIVER)" - I'm afraid this driver works for the restaurant, it is not a Grubhub driver so we do not have the driver's phone number nor a way to track this driver. Some restaurants have their own drivers to deliver online orders. I'm really sorry for this.
- "LATEETASD4" - 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.
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What action did we take: Called the restaurant to get the updated ETA.
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. No 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: Called the restaurant to get the updated ETA.
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- "SDCANCELORDERTOOLATE1" - FOLLOW POLICY
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What action did we take: Called the restaurant to cancel the order. No answer canceled it on them and grant diner 20% off in concessions
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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: 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? the system shows that the most updated estimated time of arrival is TIME.
- "ETALATENODRIVER2" - Sure, if you want to keep the order I won't cancel it, if the order never arrives or you decide to cancel it at some point please feel free to chat back in or give us a call at (877) 815-8527.
- "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.
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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.
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- "PREORDERETA" - It is my pleasure to assist you. I can see this is a pre-order requested to be delivered at TIME, so they haven't received the order yet. They usually get the order 40 or 50 minutes before the requested delivery time so the order can be prepared and delivered but this time depends on the restaurant.
- "Refund-Giftcard" - If it was a Grubhub gift card the balance is going to remain the same as before you paid for this order, this will happen within 10 business days.
- "GIFTCARDUNLINK" - Unfortunately, I am unable to unlink the card from your Grubhub account. However, you can still redeem your gift card balance by using this account.
- "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: 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. The 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: NONE
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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- "CONTACT-FREEDELIVERY(YESTERDAY'SORDER)" - Yesterday's order, I did not ask to check outside because that makes nonsense that the food is still edible even if it was out there.
- "CONTACT-FREEDELIVERY" - 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-FREEDELIVERY2" - 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?
- "CONTACT-FREEDELIVERY(CANCEL)" - 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.
- "CONTACT-FREEDELIVERY(WHYWASITNOTDELIVERED?)" - 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, and for the inconvenience, we've emailed you a discount code for your next order for CONCESSIONS% off so you can replace the order.
- CONTACT-FREEDELIVERY(CANYOUCALLTHEDRIVER?)" - I am really sorry for the inconvenience, it appears that we will be unable to re-deliver your order and I'm afraid I cannot call the driver anymore since the order is marked as delivered. I do apologize. We've refunded the whole order and for the inconvenience, we've emailed you a discount code for your next order for CONCESSIONS% off so you can replace the order.
- "NOCONTACTFREEDELIVERY" - Sure, you just have to unmark the "Contact-free delivery" option at the checkout page to have the driver call you when delivering the order.
- "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 for CONCESSION% In Free Grub. You have 30 days to use this.
- "ORDERNOTRECEIVED[GHD]1" - Let me call your driver to find out if they are able to return and complete the delivery.
- "ORDERNOTRECEIVED[GHD]2" - I'm afraid the driver is not taking my calls, so I cannot make sure he is able to return and complete the delivery. I'm really sorry for this.
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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. The driver is unable to return because he is unreachable, apologize and cancel the order on Grubhub. Give no concessions.
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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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- "ORDERNOTRECEIVED[SD]1" - Let me contact the restaurant to find out what happened and ask if they can redeliver. Give me a moment, please.
- "ORDERNOTRECEIVED[SD]2" - 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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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. Grant no FG.
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B) The restaurant doesn't answer: cancel the order on the restaurant. Grant no FG.
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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: Contact the restaurant to find out what happened and ask if they can redeliver
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.- "MISSINGITEM" - I'm really sorry that you are missing these items and the inconvenience this may cause you. We'll get this straightened out of you. Please allow me a moment.
- "MISSINGITEMREFUND" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT plus 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. 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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- "PROBLEMWITHFOOD-REPLACETHEORDER" - If you will reorder this I can email you a discount code that covers the delivery fee.
- "ITEMPREAPREDWRONG" - May I ask what is wrong with the item?
- "WRONGORDER" - Give me a moment to contact the driver to know if he has the correct order with him.
- "WRONGORDER2" - I'm afraid I cannot reach the driver to know if he has 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. I cannot reach the driver; 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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- "ELIGIBLEFORREDELIVERY1" - I apologize for the (incorrect/missing/wrong) items. We are more than happy to assist you with having these items redelivered. Would you like us to have these items redelivered for you?
- "ELIGIBLEFORREDELIVERY2(Suggested verbiage if a customer starts by asking for a refund)" - I'm so sorry about the (incorrect/missing/wrong) items. I can see about getting these items refunded for you, or I can see if we can have the items redelivered to you. Would you still want a refund, or would you like to have these items redelivered?
- "ELIGIBLEFORREDELIVERY3" - Thank you for accepting the redelivery offer. I've passed this information along to another apartment that will replace this order for you with no extra charge. The order is going to be placed in the next 30 minutes or less, you will get notifications about the status of the order.
- "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.
- "COLDFOOD3" -I’m sorry you’ve had such a bad experience. I can refund the whole order for you instead of the discount code.
- "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.
- "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.
- "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%(BLABLABLA)" - I'm afraid I have no information about it to answer your question. If you don't get the refund for $10.00 between 1-5 business days please feel free to chat back in or give us a call at (877) 815-8527. We will be happy to assist you with this.
- "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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- "UPDATEDELIVERYADDRESSNODRIVER (If the diner would prefer to cancel, cancel the order on Grubhub)" - I'm afraid that the order has not been assigned a driver yet. Once a driver is assigned, you can text or call the driver with their updated delivery information. If you run into any issues please contact us.
- "UPDATEDELIVERYADDRESS1" - May I please have your delivery address?
- "UPDATEDELIVERYADDRESS2" - Let me call the driver to know if he can travel to the updated address. Please allow me a moment.
- "UPDATEDELIVERYADDRESS3" - 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.
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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?
- "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.
- "ADDITEM1" - Please allow me a moment to call the restaurant to check if this item can be added.
- "ADDITEM2" - I'm afraid that the restaurant is not taking my call to verify if this item can be added to the order before it is sent out for delivery. I'm really sorry for this, we cannot add the item to the order at this time.
- "ADDITEM3" - 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.
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What action did we take: Call the restaurant to check if this item can be added.
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Outbound call notes (if an outbound call was made): Restaurant
Name of the person you spoke with: NONE at TIME
Provide a description of what was discussed: Call the restaurant to check if this item can be added before it is sent out for delivery.
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- "ITEMREPLACEMENT/ADD/REMOVE(JIT)" - I'm afraid we cannot adjust this order. I can cancel it for you so you can replace it with the new items.
- "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.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[PAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has paid for the order at the restaurant already, so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it for you.
- "PLACE&PAY(ORDERUNWANTED-CHANGEOFPLANS)2[NOTPAID]" - Thank you for waiting, I'm afraid the driver has placed the order at the restaurant already so we are unable to cancel it at this point because the restaurant is preparing the order right now. I'm really sorry for this.
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What action did we take: Call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it.
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Outbound call notes (if an outbound call was made): Driver
Name of the person you spoke with: NONE
Provide a description of what was discussed: Call the driver to see if the driver hasn't placed the order at the restaurant so we can cancel it.
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- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[NOTPAID]" - It is my pleasure to assist you with this, I can see you ordered at a Place and Pay restaurant and I can see the driver has not paid for the order at the restaurant yet, please allow me a moment to call the driver to let him know about the order cancelation so he does not place the order anymore.
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What action did we take: Call the driver to let him know about the order cancelation so he does not place the order anymore.
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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 to let him know about the order cancelation so he does not place the order anymore.
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- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-LESSTHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 10% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1[PAID-MORETHAN15MINUTESLATE]" - It is my pleasure to assist you with this, I can see your order has been placed already at the restaurant and the driver is on their way. I'm afraid we cannot cancel the order at this point. For the delay, I can email you a discount code for 20% off in Free Grub that you can use towards your next order. You have 30 days to use this.
- "PLACE&PAY(ORDERUNWANTED-TOOLATE)1-[CANCELLATIONPROCESS-IFTHEDINERSTILLPUSHESFORCANCELLATION]: I understand, please allow me a moment to contact the driver and cancel the order with the restaurant.
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What action did we take: Call the driver to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
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A) The restaurant honors cancellation, cancel the order on Grubhub. Give diner 20% in concessions.
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B) The restaurant refuses to cancel, instruct the Driver to pay for the order and ask him to keep or donate food. Cancel the order on Grubhub. Give diner 20% in concessions.
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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 to let him know about the order cancelation and ask him to ask the restaurant if the order can be canceled.
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- "PLACE&PAY(HOWDOESITWORK?)" - 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-SPECIALINSTRUCTIONS" - I'm afraid I cannot call the restaurant but I will ask your driver to let the restaurant know about the changes.
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TEXT MESSAGE:
Hello, Grubhub here!
For order number NUMBER please ask the restaurant to SPECIALINSTRCTIONS. This is per the customer's request.
Thank you!, Hugo B.
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- "PICKUPORDERCLOSED1" - I can see the restaurant should still be open, are you still there?
- "PICKUPORDERCLOSED2" - Please allow me a moment to try to get in touch with this restaurant.
- "PICKUPORDERCLOSED3" - Thank you for your patience, I'm afraid the restaurant is not taking my calls so we will have to cancel this order.
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What action did we take: 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; no answer; cancel the order. Set them as stop taking orders.
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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: 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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_ "RESTAURANTISCLOSED" - We do apologize, but it appears that the restaurant is now closed for delivery with us. We are so sorry for the inconvenience.
- "ORDERISDUPLICATED" - I'm sorry for the inconvenience, I can see the duplicated orders at the same restaurant, I can cancel any of these orders for you. Which one would you like to cancel?
- "DELETEACCOUNT(GRUBHUB DATA MANAGEMENT PORTAL MACRO)" - I've sent you an email with a link to delete your account.
- "CANNOTCHANGEOFPAYMENTMETHOD" - I'm afraid we cannot change the payment method on orders unless it is done within the first 5 minutes of the order being placed. I'm really sorry for this.
- "CHANGEOFPAYMENTMETHOD1" - 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.
- "REFERAFRIENDPROMOCODEISSUE1[REFERRER]" - It is my pleasure to assist you. Please keep in mind that if your friend's order is canceled the promo code will not be sent to you. We must also wait at least 48 hours since your friend's order was placed to give the system time to send out the code. Once that 48 hours have been since your friend's order was placed please make sure to also check your junk email and your spam folder to be sure you have not received the code. Also just to let you know referral codes are not received until after 5 pm CST.
- "REFERAFRIENDPROMOCODEISSUE2[REFERRER]" - I can see that your friend has placed a valid delivery order. I've emailed you a promotion code that you can use towards your next order for $10.00 off. You have 30 days to use this.
- "REVIEW" - You are able to launch the rate/review interface from your Grubhub account. If you are using the Grubhub app, select the MY GRUBHUB tab at the bottom of the screen to view your Orders or If you are using a web browser click on your profile at the right top side of the page, then select Orders. Select an order then click "Rate & review." After launching the submission flow, you will be asked a series of yes or no questions about your order. After answering the order questions, you'll be asked to provide a star rating and a written review. The following criteria must be met to successfully submit a written review: Review must be at least 3 words in length For a written review to be submitted you must have also selected a star rating You must select a rating to submit a written review. However, you are able to submit a rating without a written review. In addition, please refer to these guidelines regarding ratings & review submissions and publishing: https://www.grubhub.com/review-guidelines
- "HURRYREFUND" - I'm afraid we do not have any control over that. I'm really sorry for this.
- "TEXTMESSAGENOCONTACT-FREEDELIVERY" -
Hello, Grubhub here!
Please contact the customer for order number NUMBER to deliver the order, the customer does not want contact-free delivery anymore.
Thank you!, Hugo B.
- "UPDATEDELIVERYADDRESSONTHEACCOUNT" - You can change your delivery address by clicking on settings, then click on "addresses and contact information".
- "GRUBHUBPLUSMEMBERSHIPNOTGETTINGTHE$10CODES" - I'm really sorry that you are not getting these codes for $10.00 off on pickup orders. Can you please check your spam folder to see if these codes are there?
.
Hi there,
Explain situation: The customer has the GH+ membership but he is not getting the $10.00 off codes for pickup orders every month, they are not in his email, nor in the spam folder. I reached out to a supervisor in UpHand and he told me to transfer this to CXT cause it is a Perks issue.
What is diner/rest asking for: To get these codes.
How does requester want to be contacted by CXT and what is their contact info: EMAIL
Thank you!
.
- "UNKNOWNCHARGESONBANKSTATEMENT1" - I can see an order placed through our platform at the restaurant name RESTAURANT on DATE. Do you recognize this order?
- "UNKNOWNCHARGESONBANKSTATEMENT1" - I could find the charges on your account and since you do not recognize them I'll remove any saved payment information on your account. One moment, please.
- "UNKNOWNCHARGESONBANKSTATEMENT2" - 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.
- "UNKNOWNCHARGESONBANKSTATEMENT(NOACCOUNTWITHUS)1" - May I ask if you have a Grubhub or Seamless account?
- "UNKNOWNCHARGESONBANKSTATEMENT(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.
- "UNKNOWNCHARGESONBANKSTATEMENT(NOACCOUNTWITHUS)3" - Do you know anyone who has access to the card that may have used Grubhub or Seamless? like a family member.
- "UNKNOWNCHARGESONBANKSTATEMENT(NOACCOUNTWITHUS)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.
- "UNKNOWNCHARGESONBANKSTATEMENT(NOACCOUNTWITHUS)5" - I understand, I'm really sorry for the inconvenience, I need to gather some information to investigate this charge for you. Please give me the card holder's first and last name, the card holder's email address, the card type (Visa, Mastercard, etc.), if Paypal was used for this order, 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.
- "UNKNOWNCHARGESONBANKSTATEMENT(NOACCOUNTWITHUS)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+BUSSINESSDAYSNOREFUND1" - I confirm the refund 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+BUSSINESSDAYSNOREFUND2" - 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+BUSSINESSDAYSNOREFUND3" - I'm afraid this is the only way to investigate this refund, or you can give us a call at (877) 815-8527 if you feel more confident.
- "UNDOCANCELATION" - I'm sorry for the inconvenience. I'm afraid that we are unable to undo the cancelation and charge your card again. You may replace the order and I will let the restaurant know not to prepare it so they can get this money back.
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What action did we take: Call the restaurant to let them know the order has been placed and please do not prepare it.
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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 let them know the order has been placed and please do not prepare it.
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- "PROMOCODEORMARKETINGCAPAINGCANNOTBEFOUND" - I'm afraid I cannot find any information about this on my system, can you send me an screenshot of the page that offers this promo, please?
- "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" - 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.
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"CANCELANYPOLICY" - Let me give the restaurant a call to cancel your order on our end. Please allow me a moment.
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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