Notes

------------------------------SUSPECTEDPOLICYABUSE(SPA)-------------------------------------
We are sorry this happened. We will reach out to the restaurant. You may also want to contact the restaurant directly to share your experience or concerns.
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Zopim was not letting me send the messages, they were sent until after 2 minutes, it was just loading but not being sent.
---------------------------------Resolving Suspected Fraud-[GRUBHUB]---------------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Thank you for holding. You may have received an unusual number of refunds or Free Grub on this or previous accounts. Because of this, I’m unable to process a refund or provide Free Grub. I can escalate your account to be reviewed by a specialist. That review may take up to 7 to 10 business days. Once it’s completed you will be contacted via email. Please confirm your email address.
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Suspected policy abuse detected banner on the diner's account - The customer had already contacted us before and since we detected an abuser behavior the ticket was escalated to the Policy Abuse Taskforce, the following ticket is still open so I denied any adjustment and any concession. In this case the diner has CANCELATIONS cancelations and REFUNDS refunds according to the diner's profile here:
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Suspected policy abuse detected banner on the diner's account - Escalate to Policy abuse taskforce per new policy; 3 or more refunds/cancellations for issues after receiving the order. In this case the diner has CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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Suspected policy abuse detected banner on the diner's account - Escalate to Policy abuse taskforce because this case the diner has a total of ORDERS orders, CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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---------------------------------Resolving Suspected Fraud-[SEAMLESS]---------------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Thank you for holding. You may have received an unusual number of refunds or Seamless Cash on this or previous accounts. Because of this, I’m unable to process a refund or provide Seamless Cash. I can escalate your account to be reviewed by a specialist. That review may take up to 7 to 10 business days. Once it’s completed you will be contacted via email. Please confirm your email address.
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- "MORE(2)" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. Our system has detected unusual activity on our platform, or during contact with Grubhub, because of this, I'm unable to offer a refund or a Free Grub code for this situation. I really do apologize.
- "MORE(3)" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. 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. I deeply apologize.
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------------------------------CLEARPOLICYABUSE(CPA)-[GRUBHUB]--------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. You may have received an unusual number of refunds or Free Grub on this or previous accounts. Because of this, I’m unable to process a refund or provide Free Grub.
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- "MORE(2)" - I understand how upsetting this situation can be. Unfortunately, I’m unable to provide you with a refund or Free Grub at this time. I can escalate your account to be reviewed by a Specialist. That review may take up to 7 to 10 business days. If there is a change to your status you will be contacted via email. Please confirm your email address.
------------------------------CLEARPOLICYABUSE(CPA)-[SEAMLESS]--------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. You may have received an unusual number of refunds or Seamless Cash on this or previous accounts. Because of this, I’m unable to process a refund or provide Seamless Cash.
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- "MORE(2)" - I understand how upsetting this situation can be. Unfortunately, I’m unable to provide you with a refund or Seamless Cash at this time. I can escalate your account to be reviewed by a Specialist. That review may take up to 7 to 10 business days. If there is a change to your status you will be contacted via email. Please confirm your email address.
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- "MANAGER" - I'm afraid no. This is Hugo, supervisor on duty and the people I report to don't talk to customers. I do apologize.
- "MORE(NOTMYFAULT)" - I apologize for the confusion. I'm not saying this is your fault. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you. We keep working to improve our service.
As a customer myself, I do understand how disappointing and upsetting this situation must be.
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- "MORE(PICTURE)" - I really do apologize for the issues, I understand it's quite a frustrating experience to go through. I'm afraid that pictures as a proof of the reported issue won't make any difference in the system which does not allow us to offer additional support for this matter. I really do apologize.
- "MORE(PICTURE)" - I've sent you an email to EMAILADDRESS. Please reply back with the picture attached to the email so I can add it to your ticket notes.
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Hello, Grubhub here!
Please attach the picture to this email and reply back.
Thank you, Hugo B.
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- "MORE(HOWLONG)?" - I apologize for the issues, I understand it's quite a frustrating experience to go through. I am afraid that the time it will take for the system to remove this hold from your account is information that does not appear in the system, and unfortunately, we do not have any tool to get this information for you. I really do apologize for this.
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------------------------Diner calls back or duplicate issue-[GRUBHUB]-------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Unfortunately, I’m unable to provide you with a refund or Free Grub at this time. Your account has already been escalated to a Specialist for review. That review may take up to 7 to 10 business days. Your status has not changed. If there is a change you will be contacted via email.
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------------------------------Diner calls back or duplicate issue-[SEAMLESS]--------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Unfortunately, I’m unable to provide you with a refund or Seamless Cash at this time. Your account has already been escalated to a Specialist for review. That review may take up to 7 to 10 business days. Your status has not changed. If there is a change you will be contacted via email.
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---------------------------------------BLOCKEDFORPOLICYABUSE(1003)----------------------------------
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.

We´ve been alerted to behavior on our platform, or during contact with Grubhub that we determined violates our terms of use, specifically the section titled “Your Content and Conduct.” This is not appealable and in light of this information Grubhub will no longer accept orders on your behalf.

Please call the restaurant directly if you would like to place an order. I'm really sorry you've dealt with this, I can understand how upsetting this can be for you.
-----
We sent you an email about this and there is a part that says the following: "If you believe this decision was made in error and would like to appeal, please fill out the Appeals form at the link below:
Form Link"
You can fill out that form. I'm afraid this is not appealable trough this chat. I'm really sorry you've dealt with this, I can understand how upsetting this can be for you.
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- "MORE(2)" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. Our system has detected unusual activity on our platform, or during contact with Grubhub, because of this, I'm unable to offer a refund or a Free Grub code for this situation. I really do apologize.
- "MORE(3)" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. 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. I deeply apologize.
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- "MORE(CANIORDERAGAIN?) - No, in light of this information Grubhub will no longer accept orders on your behalf. I apologize for the issues, I understand it's quite a frustrating experience to go through.
- "MORE(ESCALATE?) - I understand your concern, this is not appealable and we won´t be able to escalate the situation further. You have every right to be upset.
- "MORE(FOLLOWUP?) - I´ll be documenting your request, however in this situation we won´t be able to offer a follow up. I understand your frustration.
- "MORE(TIMEFRIME?) - Since we don´t offer follow up, we don´t have a time frame to provide. I understand how upsetting this must be for you and I do apologize for the troubles caused.
- "MORE(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. I understand your frustration.
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- "BLOCKEDFORPOLICYABUSE(1001)" – 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.
Your order was rejected because Grubhub recently received disputes from a bank or credit card company related to multiple orders on your current or previous Grubhub account. When the chargebacks were filed, they were coded as “Fraud” by the banking agent. You may not have personally filled these disputes, but the chargeback process caused the orders in question to be fully refunded at our expense. We will review to see if we can take action to allow future transactions to process. This may take between 24 to 48 hours.
Please call the restaurant directly if you would like to place an order. I'm really sorry you've dealt with this, I can understand how upsetting this can be for you.
- "BLOCKEDFORPOLICYABUSE(1002)" – 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.
Grubhub system that checks payment and account security has blocked this transaction as a protective measure. We will send this to a specialized team for further review, and to determine if future transactions may. Or may not, be processed. This may take between 24 to 48 hours. In the meantime, we recommend that you update your Grubhub password as precaution.
Please call the restaurant directly if you would like to place an order. I'm really sorry you've dealt with this, I can understand how upsetting this can be for you.
- "BLOCKEDFORPOLICYABUSE(1004-1008)" – 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.
Grubhub uses a security model to review all transaction to protect all parties, in an effort to protect you from bad actors this transaction was stopped. Because the security model is acting as intended, there is nothing broken for us to fix however we will review to see if we can take action to allow future transactions to process. This may take between 24 to 48 hours.
Please call the restaurant directly if you would like to place an order. I'm really sorry you've dealt with this, I can understand how upsetting this can be for you.
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4ta parte- Chats.
----------------------------------------PROBLEMATIC---------------------------------------------------
- "ONLYRESOLUTION1" - 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.
- "ONLYRESOLUTION2" - I'm sorry for the inconvenience this may cause you but the assistance to this issues is limited to the available options.
- "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.
- "TALKTOSOMEONEELSE" - I understand how upsetting this must be for you and I do apologize for the troubles caused. This is Hugo, supervisor on duty. I'm afraid I'm the highest person that you can get in contact with. I do apologize.
- "TALKTOSOMEONEELSE" - I deeply apologize you have to deal with this situation. Believe me, myself as a customer I can understand the disappointment of this. I'm afraid I cannot transfer this chat to anyone else. If you would still like to speak to someone else, please feel free to visit https://www.grubhub.com/help/contact-us to start another chat, unfortunately, I'm afraid the rest of the supervisors will provide you with the same resolution since we are instructed to follow some internal protocols. I do apologize for this.
- "TALKTOSOMEONEELSE" - I understand how frustrating that can be, I apologize for the experience. I'm afraid the only thing that I'm allowed to tell you is that I'm experienced enough to be a supervisor on duty.
- "PERSONALQUESTION" - I'm afraid I cannot answer any personal questions, and unfortunately, that is a personal question. I understand how frustrating that can be, I apologize for the experience.
- "TICKETNUMBER" - Of course. Here is your ticket number: Ticket #TICKETNUMBER. Please use it for future references so we can better assist you.
- "YOURINFORMATION" - I see! I apologize for the issues, I understand it's quite a frustrating experience to go through. This is Hugo B., supervisor on duty. I'm afraid that is all the information that I can provide you with about me according to the company's internal policies. What I can do, is to provide you with your ticket number, here is your ticket number; Ticket #TICKETNUMBER, here will be a whole transcript of the chat, the internal notes that I have taken about the reported issue and all the information related to me and your account.
- "CALLME" - I understand how upsetting this must be for you and I do apologize for the troubles caused. Unfortunately, we cannot do outbound calls, I really do apologize for this.
- "GRUBHUBPHONENUMBER" - I deeply apologize you have to deal with this situation. Believe me, myself as a customer I can understand the disappointment of this. Our Grubhub phone number is 1-877-585-1085, Customer Care Operates 24 hours a day.
- "PROMOCODE(MULTIPLECODES)" - I'm afraid the highest amount that we are able to provide you with is $25.00 in Free Grub for a single code, so we've emailed you 2 codes for $25.00 each one and 1 code for $20.00 in Free Grub. So the total amount of Free Grub is $AMOUNT off. As a courtesy from Grubhub we can apply the second code to your order after it is placed so you will get the refund for $AMOUNT, some financial institutions can take up to 5 business days to process a refund.
So you will need to place the order using only 1 of the codes that I've emailed you and after the order is placed I will be able to adjust it for you and process a refund for $25.00 by applying the rest of the Free Grub manually.
- "ENDTHECHAT" - I apologize for the issues, I understand it's quite a frustrating experience to go through. I will need to ask if there is something else that I can do for you before I end the chat. So, at the moment is there anything else I can do for you?
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- "TALKTOMYBOSS" - I understand how upsetting this must be for you and I do apologize for the troubles caused. This is Hugo, supervisor on duty. I'm afraid I'm the highest person that you can get in contact with and, unfortunately, I do not have any kind of supervisor or boss to escalate the reported issue with. I'm afraid this is not my choice. I wish I could do some more for you. I'm really sorry for this.
- "TALKTOMYBOSS" - I know this may be difficult for you, I would feel the same way. Unfortunately, I do not have any kind of supervisor or boss to escalate the reported issue with. I'm afraid this is not my choice. I wish I could do some more for you. I'm really sorry for this.
- "TALKTOMYBOSS" - I understand how upsetting this must be for you and I do apologize for the troubles caused. I apologize for the confusion. This is Hugo, supervisor on duty and I'm afraid I'm the highest person that you can get in contact with, so, unfortunately, I do not have any kind of supervisor or boss to escalate the reported issue with, so there is no one else's name to provide you with a name. I wish I could do some more for you. I'm really sorry for this.
- "INTERNALINFORMATION" - I understand how upsetting this must be for you and I do apologize for the troubles caused. Unfortunately, we are unable to share any internal information of the company. I really do apologize for this.
- "INTERNALINFORMATION" - I'm afraid your question is related to the information of the company, and unfortunately, we are unable to share any internal information of the company. I'm really sorry you're dealing with this, I can understand how upsetting this can be for you.
- "GENERALQUESTION" - Unfortunately, that is information that is not registered on the system. I really do apologize for this.
- "REPEATINGTHESAME(BLOCKED)" - I'm afraid I will have to repeat the same message as well since I'm the highest person that you can get in contact with and, unfortunately, I do not have any kind of supervisor or boss to escalate the reported issue with. I'm afraid this is not my choice. I wish I could do some more for you. I'm really sorry for this.
As a customer myself, I do understand how disappointing and upsetting this situation must be. I'm afraid this situations are resolved by a specialized team, we do not have access into their tools to solve your issue right now, but this situation will be handled since it has already been escalated. We will need to be patient and wait. I do apologize and, unfortunately, we won't be able to continue with the refund process for your Gift Card until our team reviews your account.
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.
Is there anything else I can assist you with?
- "TRANSCRIPTOFTHECHAT" - I know this may be difficult for you, I would feel the same way. The chat transcript will be sent after this conversation ends to your email address EMAILADDRESS. I'm afraid a chat transcript cannot be sent until the conversation ends. I do apologize for this.
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- "CANCELED" - Your order has been canceled. We've voided the charge in the amount of $XX 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. Also for the inconvenience, I've emailed you a promotion code that you can use towards your next order for 20% off in Free Grub. You have 30 days to use this.
- "CANCELED(ONETIMECOURTESY)" - Let me thank you for taking the time to bringing this to our attention. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you. We keep working to improve our service. For the inconvenience, your order has been canceled as a one time courtesy. We've voided the charge in the amount of $XX 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.
And also for the inconvenience, we've emailed you Free Grub that you can use towards your next order for the amount of $25.00 off. You have 30 days to use this.
- "REFUND" - 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.
- "REFUND(ONETIMECOURTESY)" - Let me thank you for taking the time to bringing this to our attention. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you. We keep working to improve our service. For the inconvenience, your order has been adjusted as a one time courtesy. 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.
And also for the inconvenience, we've emailed you Free Grub that you can use towards your next order for the amount of $25.00 off. You have 30 days to use this.
------------------------------------Suspected policy abuse detected (Assist)------------------------------------
Suspected policy abuse detected banner on the diner's account - After reviewing the diner's account and order history, the diner has a total of ORDERS orders, CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. I found not enough information to determine policy abuse - Assist customer.
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Relevant tickets:

Relevant UUID(s):
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I understand it's quite a frustrating experience to go through. You may have received an unusual number of refunds or concessions on this or previous accounts. Because of this I’m unable to process a refund, but I can provide you with Free Grub to use within the next 30 days. So for the inconvenience, we've emailed you Free Grub that you can use towards your next order for the amount of $25.00 off. You have 30 days to use this.
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I understand it's quite a frustrating experience to go through. You may have received an unusual number of refunds or concessions on this or previous accounts. Because of this I’m unable to process a refund, but I can provide you with Seamless Cash to use within the next 30 days. So for the inconvenience, we've emailed you Seamless Cash that you can use towards your next order for the amount of $25.00 off. You have 30 days to use this.
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--------------Approval from local leadership to send to CXT if diner insists for a refund and no FG------------
- "JEJE" - I understand how upsetting this situation can be. Unfortunately, I’m unable to provide you with a refund at this time. I can escalate your account to be reviewed by a Specialist. That review may take up to 7 to 10 business days. Once it’s completed you will be contacted via email. Please confirm your email address.
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Approval request to send to CXT for a refund on a SPA account - Ticket #TICKET - The customer is reporting this order number NUMBER. The issue reported is ISSUE. Customer wants a full/partial refund for $AMOUNT.
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No suspected policy abuse banner on the diner's profile so I did not check previous tickets nor previous adjustments/cancelations on the account.
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Alright. If there is nothing else that I can do for you I hope you have a wonderful rest of your day. Thanks for chatting in!
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Alright. Please be sure to rate this chat once this interaction has ended within the chatbox. I hope you have a wonderful rest of your day. Thanks for chatting in!