Notes

Verbiages for SPA/CPA/PA 1003

Effective IMMEDIATELY

These changes might involve a future score down if not followed.

Suspected Policy Abuse

Verbiages

1. If it is policy abuse:

DO NOT offer a follow up, at the time you determine the diner is a Policy Abuse and you deny compensation the decision at the time won´t be appealable until situation is reviewed and PAT takes a decision.

We should be the last contact the diner has, we know the diner might be abusing of Grubhub policies and we should communicate without doubting/going in circles the decision taken at the time, of course in the most professional way possible.

We shouldn´t be setting inaccurate expectations (follow up).

· First response after careful review:

Thank you for holding, I looked further into your account and noticed that you have received an unusual number of refunds/concessions on recent orders. Due to this, our system is not allowing me to process this refund/concession.

· Diner insists:

Our system has detected unusual activity on our platform, or during contact with Grubhub/Seamless, because of this, I'm unable to offer a refund/concession for this order/situation.

· Diner insists:

We've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request.

· Diner insists:

We're not able to offer a refund/concession for this order/situation. We are not able to offer additional support for this matter.

· Send the contact to the policy abuse team using the macro: Transfer/Reassign::Fraud Team::Policy Abuse Review.



2. If it is not policy abuse: “We appreciate you bringing this to our attention, this is definitely not the experience we want you to have with our service, I looked into your account and noticed that you have received an unusual number of refunds/concessions on recent orders, however, here’s what I can do for you this time…” (provide resolution according to policy)



2. Do not block contacts for suspected policy abusers regardless if you transfer it to PAT or not.

Clear Policy Abuse

Verbiages

DO NOT offer a follow up, at the time you determine the diner is a Policy Abuse and you deny compensation the decision at the time won´t be appealable until situation is reviewed and PAT takes a decision.

We should be the last contact the diner has, we know the diner might be abusing of Grubhub policies and we should communicate without doubting/going in circles the decision taken at the time, of course in the most professional way possible.

We shouldn´t be setting inaccurate expectations (follow up).

· First response after careful review:

Thank you for holding, I looked further into your account and noticed that you have received an unusual number of refunds/concessions on recent orders. Due to this, our system is not allowing me to process this refund/concession.

· Diner insists:

Our system has detected unusual activity on our platform, or during contact with Grubhub/Seamless, because of this, I'm unable to offer a refund/concession for this order.

· Diner insists:

We've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request.

· Diner insists:

We're not able to offer a refund/concession for this order/situation. We are not able to offer additional support for this matter.

Send the contact to the policy abuse team using the macro: Transfer/Reassign::Fraud Team::Policy Abuse Review.

If the diner has been flagged 1003:

Verbiages

Notate all relevant information (ticket number where diner was blocked).

DO NOT offer a follow up, at the time you determine the diner is a Policy Abuse and you deny compensation the decision at the time won´t be appealable until situation is reviewed and PAT takes a decision.

We should be the last contact the diner has, we know the diner might be abusing of Grubhub policies and we should communicate without doubting/going in circles the decision taken at the time, of course in the most professional way possible.

We shouldn´t be setting inaccurate expectations (follow up).

· First response after careful review:

Thank you for holding, I looked further into your account and noticed that you have received an unusual number of refunds/concessions on recent orders. Due to this, our system is not allowing me to process this refund/concession.

· Diner insists:

Our system has detected unusual activity on our platform, or during contact with Grubhub/Seamless, because of this, I'm unable to offer a refund/concession for this order.

· Diner insists:

We've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request.

· Diner insists:

We're not able to offer a refund/concession for this order/situation. We are not able to offer additional support for this matter.

Send the contact to the policy abuse team using the macro: Transfer/Reassign::Fraud Team::Policy Abuse Review.

What if…

The diner asks for follow up?

I´ll be documenting your request, however in this situation we won´t be able to offer a follow up.

The diner asks “am I getting a follow up/will I get contacted/will I get an email, phone call?”

I´ll be documenting your request, however in this situation we won´t be able to offer a follow up.

The diner asks for a time frame?

Since we don´t offer follow up, we don´t have a time frame to provide.

“Why?”

Since we've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request.

These changes might involve a future score down if not followed.