Menu Masters
What does DIME stand for?
DoorDash Internal Menu Editor
What Aux code do we use to receive cases?
Available
What should you do if a customer or merchant shares sensitive personal information, such as a full payment-card number?
Protect the information and follow DoorDash’s privacy and security procedures.
What does HQRR stand for?
High Quality Request Resolution
A Merchant is point of sale issues, Which queue would I transfer this too?
POS Support Requests
How do you find the menu ID?
It is in the URL after you create or find and existing Menu
True or False? As a MSS agent, we create Jiras on the Merchant behalf?
False
True or False: It is okay to share a customer’s phone number with a merchant if it helps resolve an order issue.
Only share information through approved tools and processes.
What is the main goal of HQRR?
To resolve merchant requests accurately, completely, and efficiently.
A merchant is trying to get information and you are suspecting them of Fraud what queue do you transfer this to?
Trust and Safety
When creating a menu, what format should the menu name follow?
Store Name (Meal Type) (City)
How long before your shift ends can you place yourself in Prep to Log out?
5 minutes
What is the safest action if you receive a suspicious link or email requesting your DoorDash login information?
Do not click it or provide credentials; report it through the approved security process.
True or False: A case can be considered high quality if the issue is resolved but the documentation is incomplete.
False — clear and complete documentation is part of a high-quality resolution.
Merchant needs to add, remove, or update menu items/prices but are on a POS Menu- Where do we transfer this case?
You don't, you are MSS and would refer the Merchant to there POS provider
What is the correct menu structure order?
Category → Item → Extra → Option
True Or False? We must always google any issue we are having to investigate before placing a Jira request?
False
A merchant asks you to update bank-account information, but the request does not meet verification requirements. What should you do?
Do not make the update; follow the required verification and escalation process.
Before resolving a merchant’s request, what should you do to help prevent errors or repeat contacts?
Review the case details, verify the account/order information, and confirm the appropriate resolution.
A case is transfered to up but see that this is not a merchant instead this is a Dasher, Where do you you send this?
Dasher Support
True Or False? You can edit a POS Menu in Dime and it will update to the Merchant POS Company?
False- POS menus can not be edited from the DoorDash side
What information should be included in a Jira escalation to help the receiving team investigate without needing to request additional details?
A clear summary of the issue, affected merchant/store and account IDs, relevant order IDs, dates and times, troubleshooting already completed, screenshots or error messages when available, and the requested resolution.
During a case, you suspect someone is attempting to take over a merchant account using false information. What are the key next steps?
Do not make account changes, document the concern, protect the account, and escalate through the approved Trust & Safety process.
A merchant contacts support about an issue that cannot be fully resolved in your queue. What should you include before escalating to support HQRR?
A clear summary of the issue, steps already taken, relevant account/order details, and the specific reason for escalation.
A merchant reports that their menu is displaying incorrectly because modifier groups are nested under the wrong menu items. Which queue should this be routed to?
Menu Triage