Notes

Chat Shortcuts
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- "Hellogrub" - Hello! Thank you for contacting Grubhub! My name is Hugo, how can I help you?
- "COMMON" - Hello! Thank you for contacting Grubhub! My name is Hugo, I'm so sorry to hear this, let me take a look at your order and find out more information.
- "PLACED" - Was this the order placed at RESTAURANT?
- "Assure assistance" - It is my pleasure to assist you. Please allow me a moment to look into this.
- "AssAssCOLDFOOD" - 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.
- "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!
- "ETA" - We strive to make our delivery estimates as accurate as possible, but of course, sometimes things change during the course of the order. Let me see if I can find out what happened.
- "Address" - What is your correct delivery address?
- "Check" - Let me give the restaurant a call to check the current status of your order and the expected delivery time.
- "Refund" - We have processed a refund for this issue. Depending on your bank, it can take up to 3-5 business days to reflect in your account.
- "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.
- "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?
- "CANCEL-FREE" - I understand, since the food is not outside your order has been canceled. We've voided the charge on our end, so you may see this charge removed from your statement, instead of appearing as a credit. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this.
- "WHY? NOT DELIVERED" - I'm sorry for the inconvenience. We do not have any information about why it was not delivered, all we can see is that the driver marked it as delivered at 4:00 pm PST, since it was not delivered to you we have processed a full refund.
- "WAIT" - One moment, please. I will check if that is possible.
- "RESTAURANT CANCEL" - Let me give the restaurant a call to cancel your order.
- "RESTAURANT HOLD" - I am currently on hold with the restaurant, one moment, please.
- "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.
- "Extra help" - You are welcome! Is there anything else I can assist you with?
- "Survey" - Thank you for chatting! Please be sure to rate this chat once this interaction has ended and I hope you have a good rest of your day.

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

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