Notes

2da parte - Chats.
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- "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%(BLABLA)" - I'm afraid I have no information about this to answer your question. If you don't get the refund for $10.00 between 1-5 business days please chat back in. We will be happy to assist you with this.
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- "EXTENDETA" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I'm afraid we are unable to extend the delivery time on your current order because it is confirmed and the restaurant is preparing your food. I'm really sorry for this. To place a future order, log onto your account and to the left of the search box you will see a box with a clock that says “ASAP”. Click the arrow pointing down and a box will appear where you can choose a time and date for your order. Once you choose your date and time, click apply, then enter your desired delivery address in the search box. You will then get a list of restaurant options that deliver to your address at the time you requested. From there you can click on a restaurant to get their full menu and start your order.
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- "ABUSIVEANDINAPPROPRIATELANGUAGEFROMCUSTOMERS1" - I politely ask you to please refrain from the usage of 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.
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- "CHATDISCONNECTED(TEXTMESSAGE)" - Hi, Grubhub here! Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered., it seems the chat was accidentally disconnected. Please allow me a moment to assist you with this, there is no need to contact us back. Thank you!, Hugo B.
- "CORPORATECREDIT" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. This looks to be a corporate credit, let me transfer you to the right apartment that can better assist you with this. One moment, please.
- "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.
- "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.
- "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.
- "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.
- "CHATREOPENED" - I'm really sorry for the inconvenience, it appears the chat reopened when you sent the last message. Is there anything else that we can assist you with?
- "ZOPIM1" - Zopim was not sending my messages and it was sending them twice, I could not answer to the chat anymore and it shows I left the chat but I did not, I still can see the chat but my messages aren't sent. The problem had been solved already, close the ticket.
- "ZOPIM2" - Zopim was not letting me send the messages, they were sent until after 3 minutes, it was just loading but not being sent.
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- "GRUBHUBPLUSMEMBERSHIP(CANCEL)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I've canceled your Grubhub plus membership, you are getting a confirmation email about this.
- "GRUBHUBPLUSMEMBERSHIPREFUNDREQUEST(USED)" - I’m sorry, but because you have used your Grubhub+/Seamless+ benefits on an order since you were last charged for membership renewal, we cannot offer a refund. However, you can continue to use your Grubhub+/Seamless+ benefits until DATE.
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Hi there,
Explain situation: The customer wants to be refunded for the Grubhub Plus membership, it was not used since the last Membership renewal.
What is diner/rest asking for: The customer wants to be refunded for the Grubhub Plus membership.
How does requester want to be contacted by CXT and what is their contact info: EMAILADDRESS
Thank you!
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- "FREEMEALPLANISSUE" - I'm sorry for the inconvenience, every time your credit card is charged for the monthly membership, you will see a GH+ rewards payment method at checkout. You will be able to select when to apply this offer on a GH+ eligible pickup order (Order must be up to $15.00 dollars for the subtotal and it has to be a pickup order). You are receiving a new $10 every month (after the credit card charge). This reward expires every 30 days. I'm afraid you will receive this benefit only during paid months. This does not apply during the trial period or for free managed plans.
- "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?
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- "BLOCKEDORDER1" - I do apologize for the inconvenience, I can see 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.
- "BLOCKEDORDER2" - 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. I'm really sorry for this.
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- "ACCOUNTTAKEOVER1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see an order placed through our platform at the restaurant name RESTAURANT on DATE. Do you recognize this order?
- "ACCOUNTTAKEOVER2" - May I ask what is the correct email address associated with your account? also, do you believe someone else logged into your account and placed this order?
- "ACCOUNTTAKEOVER(NOTCHANGED)3" - I can see the email address associated with your account was not changed, I will send you a password reset email. One moment, please.
- "ACCOUNTTAKEOVER(CHANGED)3.1" - I can see the email address associated with your account was changed, can I please have your full name and phone number, please?
- "ACCOUNTTAKEOVER4" - Thank you. I will also remove any saved payment information on your account. One moment, please.
- "ACCOUNTTAKEOVER5" - Since I could find the charges on your account and you do not recognize them 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.
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- "UNKNOWNCHARGES1" - May I ask if you have a Grubhub or Seamless account?
- "UNKNOWNCHARGES(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.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)3" - Can I please have the email address associated with your account?
- "UNKNOWNCHARGESONBANKSTATEMENT(ACCOUNTWITHUS)3" - Do you know anyone who has access to the card that may have used Grubhub or Seamless? like a family member.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)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.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)5" - I understand, I'm really sorry for the inconvenience, I need to gather some information to investigate this charge for you. We'll need the card holder's first and last name, the card holder's email address, the card type (Visa, Mastercard, etc.), if Paypal or Venmo was used for this order, if so, we require the Paypal/Venmo Paypal payer email address or Venmo username, 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.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)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.
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- "5+BUSSINESSDAYSNOREFUND1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. May I ask when this order that was adjusted was placed?
- "5+BUSSINESSDAYSNOREFUND2" - Was this the order placed through our platform at the restaurant name RESTAURANT?
- "5+BUSSINESSDAYSNOREFUND3" - I confirm this refund for $AMOUNT 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+BUSSINESSDAYSNOREFUND4(5+MACRO)" - 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+BUSSINESSDAYSNOREFUND5" - I'm afraid this is the only way to investigate this refund.
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*All fields are required before submitting to DET*
DET will respond to the diner within 48 hours
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Hi there,
Explain situation: The customer has not received this refund after 5 business days.
How does requester want to be contacted by DET and what is their contact info: EMAIL
Total amount of the refund: $AMOUNT
First 6 and last 4 of the card: NUMBERS
Date of the refund: DATE
Thank you!
.
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- "TAPINGO" - Can I please have your phone number, Tapingo order ID and/or Grubhub order ID?
- "TAPINGO2" - Thank you for the information. I've passed this information along to another apartment that will further assist you with this, they will contact you through your phone in the next 30 minutes.
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- "RESTAURANTMENUERROR" - I'm afraid I cannot get in contact with this restaurant to know what flavors they offer. I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along so they update their menu as soon as possible.
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What action did we take: Call the restaurant to check on the menu's error that the customer mentions.
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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 check on the menu's error that the customer mentions.
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- "ORDERTOTALCONFIRMATION" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Let me share a copy of your receipt with you for your reference.
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- "RECEIPTREQUEST1" - Thanks for your questions regarding requesting a receipt, you can print your receipt from your account by following the next instructions: Please login into your account, go to the My Account drop down and select "Orders". On each order you will find a "View Receipt" button. If you click the button a receipt will generate for that order. You may then print the page or take a screen shot of your receipt.
- "RECEIPTREQUEST2" - Please allow me a moment while I send you a screenshot of your receipt through this chat.
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- "MISSINGITEM(GHOSTITEM)1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I can see that you only ordered ITEM, let me share a copy of your receipt with you for your reference.
- "MISSINGITEM(GHOSTITEM)2" - I apologize for the confusion made with your order. I'm afraid we cannot refund these items because you did not order them and you were not charged for them.
- "MISSINGITEM(GHOSTITEM)3" - I understand how frustrating that can be, I apologize for the experience. Let me share a copy of your receipt with all the charges disclosed for your reference.
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- "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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- "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.
- "ORDERNOTCONFIRMED[GHD&SD]1" - Let me give the restaurant a call to confirm they got your order and they can confirm it on the system now. One moment, please.
- "ORDERNOTCONFIRMED[GHD&SD]2" - I'm afraid the restaurant is not taking my call to confirm they got your order and they can confirm it on the system now. I've closed them for the rest of the day so this does not happen to anyone else and I'm passing the information along so we can fix this with the restaurant for future orders. I can also cancel this order for you.
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What action did we take: Order is not confirmed, Resend Order, Call the restaurant, no answer, Call Alternate contacts; primary and secondary, the restaurant doesn't answer. Select "Stop Taking Orders" in Compass for the rest of the day. Cancel the order on them. Send the ticket to RCare using the Transfer to Restaurant Care macro.
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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 to confirm they got the order and they can confirm it on the system now.
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- "DELETEACCOUNT(GRUBHUB DATA MANAGEMENT PORTAL MACRO)" - I've sent you an email with a link to delete your account.
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- "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. They did not asnwer, cancel the order on GH.

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 see if the food has been made and confirm the cancellation.
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- "REFUNDTOADIFFERENTCARD" - I'm afraid we cannot process a refund to a different payment method different from the original one. I understand how frustrating that can be, I apologize for the experience.
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- "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?
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- "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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- "REMOVEITEM" - Let me give the restaurant a call to remove this order from your order. Please allow me a moment.
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What action did we take: Call the restaurant to remove this item, no answer, there is no policy when they do not answer, UpHand told me to follow these steps: "The item has been prepared, apologize to the vendor and ask them to not deliver the item." refund it on GH 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: NONE
Provide a description of what was discussed: Call the restaurant to remove this item.
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- "REMOVEITEM(ORDERHASNOTBEENPLACED)" - To remove items from your order, please click on the green bag drawing in the upper right corner. Next to the name of the object you can see the drawing of a trash can, please click on this drawing to remove the item from your order.
- "ITEM REPLACEMENT" - May I ask which item should be replaced with what?
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What action did we take: Contact the restaurant to check if the item has already been prepared, no answer, there is no policy when they do not answer, UpHand told me to follow the next step and replace the item as if it was prepared by them. Replace it 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: NONE
Provide a description of what was discussed: Call the restaurant to remove this item.
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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.
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- "CREDITCARDNOTWORKING1" - 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. 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.
- "CREDITCARDNOTWORKING2" - I know it sounds like a generic solution, but it usually works. Please try to clear your cache and cookies, then restart your browser. This usually solves most website issues. If you have already tried this and it is still not working please try with a different payment method. I'm afraid I do not have any kind of tool to fix this on my end for you, I'll make sure to notate this and pass the information along so this can be fixed.
- "TECHNOLOGY" - 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.
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- "PERKS1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Multiple Perks are available from the restaurant, you must select “Apply” on their desired Perk. Can you please verify if the perk is still available on the restaurant's website? If that is the case, then the Perk can still be applied to a future order.
- "PERKS2" - I understand, since the Perk is no longer available on the page I've emailed you a promotion code that you can use towards your next order for the $5.00 off in Free Grub. You have 30 days to use this.
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- "REDEEMPROMOCODE" - To redeem a Promo Code, you may do so by entering it into the Promo Code entry field and pressing the “Apply” button. It's recommended that you copy and paste the code rather than attempt to type it in directly.
- "PROMOCODE(APPLYTOORDER-ORDERNOTPLACED)" - I understand how frustrating that can be, I apologize for the experience. Can you place this order without any promo codes, please? Just make sure it meets the requirements to use the promo code, they should be in the email we sent you. I'll apply the promo code to the order manually and process a refund for $AMOUNT after taxes. I will send you a confirmation email about this adjustment and your bank will have 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.
- "PROMOCODE(CANNOTFIND)" - I'm afraid I cannot find any information about this on my system, can you send me a screenshot of the page that offers this promo, please?
- "PROMOCODE(NOTEXPIRED)1" - I was able to find this promo code in my system. I can see this code is still available, let me share the requirements with you so you can apply it to an eligible order: "REQUIREMENTS". To redeem a Promo Code, you may do so by entering it into the Promo Code entry field and pressing the “Apply” button. It's recommended that you copy and paste the code rather than attempt to type it in directly.
- "PROMOCODE(EXPIRED)1" - I was able to find this promo code in my system. I can see this code is not available anymore, I can see it expired on DATE. I'm really sorry for the inconvenience.
- "PROMOCODE(APPLYTOORDER-ORDERPLACED)1" - I was able to find this promo code in my system. I can see this code is still available and your order meets the promo code requirements, let me apply the discount code to your order. Please allow me a moment.
- "PROMOCODE(APPLYTOORDER)2" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT after 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.
- "PROMOCODEISSUE(FIRSTTIMEDINER)1" - I'm afraid the system won't let me email you a new $10.00 off discount code because you do not have any previous orders, what I can do for you is to process a refund for this amount on the first order that you place that meets the following requirements: "REQUIREMENTS".
- "PROMOCODEISSUE(FIRSTTIMEDINER)2" - Great, May I ask if you are going to place the order now, or later?
- "PROMOCODEISSUE(FIRSTTIMEDINER-NOW)3" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Please allow me a moment to pull up your order and apply the discount code to your order.
- "PROMOCODEISSUE(FIRSTTIMEDINER-NOW)4" - Your order has been adjusted. We've processed the refund on our end for $AMOUNT after 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.
- "PROMOCODEISSUE(FIRSTTIMEDINER-LATER)5" - Thank you for letting me know, when placing the order please make sure it meets the requirements for the promo code, once your order is placed please chat back in, we'll be happy to help you with this, this is your ticket number #TICKETNUMBER. Please provide it to the next customer care agent so this promo code can be applied to your order in a more efficient way.
- "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.
- "PROMOCODE(RESEND)1" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. I was able to find this promo code in the system. Let me re-send it to you through the email address associated with your account.
- "PROMOCODE(RESEND)2" - I understand how frustrating that can be, I apologize for the experience. Please allow me a moment to send it to you through this chat.
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- "UNASSIGNDRIVER1" - Please allow me a moment to call the driver and have the driver unassigned from the order.
- "UNASSIGNDRIVER1" - Thank you for your patience, your driver has been unassigned, we're working on assigning a new driver to pick up your food and deliver it as soon as possible.
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What action did we take: Call the driver and have the driver unassigned from the order. The driver is not taking my calls, followed what the customer said about the driver and unassign the driver from the order.
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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 and have the driver unassigned from the order.
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- "PICKUPORDER(ORDERUNWATEDTOOLATE)" - I'm really sorry for the delay with your order. Please allow me a moment to contact the restaurant and cancel this order.
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What action did we take: Call the restaurant to cancel the order, they did not 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: Call the restaurant to cancel the order
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- "PICKUPORDER(CLOSED)1" - I can see the restaurant should still be open, are you still there?
- "PICKUPORDER(CLOSED)2" - Please allow me a moment to try to get in touch with this restaurant.
- "PICKUPORDER(CLOSED)3" - Thank you for your patience, I'm afraid the restaurant is not taking my calls so we will have to cancel this order.
_ "RESTAURANTISCLOSED(PICKUP)" - We do apologize, but it appears that the restaurant is now closed for delivery with us. We are so sorry for the inconvenience.
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What action did we take: 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: 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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- "FOODQUALITY[PICKUP]1" - Please allow me a moment to contact the restaurant to get a refund for the affected items.
- "FOODQUALITY[PICKUP]2" - I'm sorry for the disappointing experience today. I'm afraid the restaurant is not taking my call to get a refund for these items. I can email you a promotion code that you can use towards your next order for the $10.00 off in Free Grub. You have 30 days to use this.
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What action did we take: Call the restaurant to get a refund for these affected items. No answer. Offer concessions up to $10.00 off.
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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 a refund for these affected items.
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- "COMPLAINTABOUTHTEDRIVER" - I'm really sorry for this bad experience. I can take the feedback about the driver and I'll be sure to pass it along.
- "ASSIGNSAMEDRIVERTOBOTHORDERS" - I'm afraid I do not have any kind of tool to assign the same driver manually to pick up and deliver both orders. Please allow the full estimated time of arrival for delivery. If any of the orders do not arrive on time please chat back in, we'll be happy to help you with this.
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- "GIFTCARD(REDEEM)" - Thank you for bringing this issue to my attention. Gift cards must be applied at checkout or saved within account settings and then applied at checkout. If you are using the Mobile App: Select Account then select Gift Cards. Select “Redeem a Gift Card” Input 17 character code and “Add to my account” At checkout, under “You payment” of the “Review Order” screen, select “Add a gift card” Option to select the gift card linked to the account or input the 17 character code here to apply to the gift card to order total.
If you are using the Website: In top right corner, select “Hi, (customer name)” Select “Gift Cards,” then “Add a new gift card.” Input the 17 character gift card code. (This can also be inputted during the “Review and place order” checkout screen by selecting “Pay with a gift card”).
- "GIFTCARDISSUE(CXT)" - Thank you for bringing this issue to my attention, and I apologize for any inconvenience that you have encountered. Can I please have the gift card number, the card brand name (Grubhub or Seamless), the value (amount), the pin/tracking number, and the name of the retailer, please?
- "GIFTCARD(REFUND)" - 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.
- "GIFTCARD(UNLINK)" - 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.
- "GIFTCARD(BUY)" - You will have to visit https://www.grubhub.com/giftcards, then pick the design and amount of the giftcard and enter the recipient information, lastly, you will fill out the payment information during check out and place the order.
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- "SOMEONE'SELSESNUMBER1" - May I ask what is the phone number where you are getting these messages?
- "SOMEONE'SELSESNUMBER(CANNOTFINDANYTHING)2" - I understand how frustrating that can be, I apologize for the experience. I'm afraid I cannot find any order associated with this phone number. There may have been a misdial and I do apologize for the confusion.
- "SOMEONE'SELSESNUMBER(CANNOTFINDANYTHING-PUSHESBACK[apply the Transfer to DET: Invalid Phone Escalation ])3" - I’m sorry you’ve had such a bad experience. I'm escalating this issue to another apartment that will investigate this for you and they will email you within 24 hours. I need to gather some information so we can investigate this for you.
What phone number are the calls coming from?
List the dates and times these calls occurred (if possible) or the frequency they are receiving these incorrect calls (e.g. everyday, multiple times a week etc)
What are the contents of the calls? (e.g. are they automated or a live agent)
Have you also received incorrect text messages from us?
Preferred contact method to get in touch with you.
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- "FEEDBACK" - I'm really sorry for the inconvenience. I can take the feedback and I'll be sure to pass it along.
- "ONLYRESOLUTION" - I'm sorry for the inconvenience. I'm afraid this is the resolution that I can provide you with. I can take feedback and I'll be sure to pass it along.
- "BLABLA" - I'm really sorry for the bad experience with your order today. If there are any issues with your order such as food quality or the food temperature is wrong when you receive it, please chat back in, we'll be happy to help you with this.
- "xD" - 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.
.
"CANCELANYPOLICY" - Let me give the restaurant a call to cancel your order on our end. Please allow me a moment.
.
What action did we take: Call the restaurant to cancel the order, no answer, cancel it on them
.
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 cancel the order
.
- "PROMOCODE(60DAYFREETRIAL)" - Thank you. I've emailed this 60 day free trial of GH+ with details on how to sign up.
- "PROMOCODE" - Also for the inconvenience, I've emailed you a promotion code that you can use towards your next order for the CONCESSION% off in Free Grub. You have 30 days to use this.
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- "MCDONALD'SREFUNDERROR" - I refunded this on the restaurant but Compass east refunded this on Grubhub. My supervisor knows this error exists and I was asked to leave a note in my ticket whenever this error takes place during any refund I process.