Incorrect/missing Payment request
If the Mx has a request of 9 or more orders during a single contact, gather the order numbers and proceed with escalating the case. True or False?
False, there must be 10 or more Orders
pay_merchant_special
Verification level required to escalate Mx portal log in request
High-Sensitive verification
Last 4 digits of EIN , Bank account name and Last 4 digits of are part of?
high - sensitive verification
What are the substitution preferences?
-Contact Customer
-Go with store recommendation
-Cancel order if unavailable.
-Refund if unavailable
Where can I see error charges?
Financial tab, where you can download transaction reports. The charge will show up as separate Transaction ID labeled.
What are the two types of partner Mx payment request?
Order and Account level
What is the 2FA?
It´s a layer of security to Mx account and can prevent unauthorized access.
How many days do we have to temporary deactivate a store before escalate to T3?
14 days.
Can Cx change pick up order to delivery?
Cx Can not longer change the order, teammates should NOT assign a dasher at any point for DD pick up orders
What type of errors can Mx dispute?
Missing Item
Ingredient error
Missing side item
Incorrect size
Incorrect quantity
If the Mx notices a discrepancy or they are a missing payment, mention the verification level and verification details that we have to gather before escalate.
Mid-sensitive verification
-DM email address or Storre ID
Whan can Mx do if they locked out their account?
After 5 failed attempts, they must wait 30 min until try again.
Can Protected partner merchant be temporary deactivate?
Protected partner merchant CAN NOT and SHOULD NOT be temporary deactivate
What is the meaning of redelivery?
Order placed on the same day, for the same customer at the same Merchant - created to compensate for a delivery where something went wrong.
What are the points that we have to investigate before proceeding with the payment?
1.Verify if the Cx is a credit/refund abuser
2. Item is listed as missing
3. Any irregularities in delivery timeline
When Mx is calling on behalf of the Cx askin for C&R, Can we process C&R for an order over 3 days old?
We can´t, the ORT will not allow you to process a C&R on orders older than 3 days old
What are the goals when you are resolving a request for Merchant portal log in?
-Listen to the Mx to understand what the issue is
-Acknowledge the issue.
-Fix the issue by making sure that, Mx knows the correct log in information.
Deactivation reason when:
Doordash is having technical order placement issues that can not be resolved, this would impact several stores and should only be used for internal issues.
Doordash can not fulfill order / internal outage
Can we unassign a driver if they do not have the equipment required by merchant (Hot bag, pizza bag, etc)
Yes, we can unassign the driver and transfer to DX support because DX will get half of the guarantee payment.
If you receive a message of "No merchant charges available" or the pre-populated value "Does nor match" with the one charged to the Mx, What option do you have to use to submit the payment?
Use the option Menu wrong
What is the status to show in Mx portal>Orders Tab when a cancelled order will not be paid out of the Mx.
Canceled before food made.
The order was canceled before the Mx confirmed
Merchants using storephonenumber@doordash.com, Will receive a 6-digit code?
No, they will have to change/add a new user using a business email address-
Templates and macros required to perform a permanent deactivation
CN>Merchant Temporary Deactivation Request.
Macro, Temporary Merchant Deactivation Confirmation (3 MTDC)
CN>Merchant Permanent Deactivation Request.
Macro, Assign to relevant team (3 MSTRT)
Can we perform an Order cart adjustment when MX has POS as OP?
OCA are not allowed by POS order protocol. Inform MX that order must be cancelled