Problem w/ food
If Restaurant is phone suppressed and refund pricing for combos is not available what should we do?
Consult with your local leadership.
True or false, If a self delivery order was not received but the address is incorrect should we process the cancellation the restaurant?
False refund should be on Grubhub
True or false If diner has used the Grubhub plus benefits on an order in the past 7 days of their first billing date,are we able to issue a refund?
False, they're not eligible for a refund
Where do I find a concession granted to a diner?
Diner account profile, concessions
True or false Can a diner purchase alcoholic items using a gift card?
What should I do if a GHD order is incorrect?
Contact the driver and ask if they had the correct order.
True or false, are we able to cancel an order ready for pick up if diner has an emergency?
True cancel as change of plans
How should I process a refund for Grubhub + if diner is eligible?
Go to diner's profile and click "refund fee"
True or false, can we proactively offer a concession if diner's order has been cancelled not by their request?
False, we do not offer a concession diner must ask if a credit can be issued.
True or false Are we able to unlink a gift card from a diner's profile?
False, never unlink a gift card from a diner's account
True or false, for a P&P, diner unsatisfied with food quality should we issue a refund for the item/ order?
False , offer concession
What should we do if an order is more than 90 minutes late and there's no driver assigned?
Inform diner and cancel the order on GH and issue concessions
True or false, If a charge for a Grubhub plus is "in progress: due to a pending transaction can we process a refund?
False advise diner to contact us again for a refund to be processed if benefit not used.
For how long are concessions valid?
30 days.
What policy should we follow for a diner complaining about a delivery fee?
Order fees
Diner is claiming an allergy and isn't able to identify the affected item(s). What should I do?
Refund entire order on GH
If a SD order is over 45 minutes outside of ETA what should we do?
Follow SD order not received
True or false if diner had a free trial and was cancelled by mistake are they able to re-enroll?
The diner may reinstate their membership by re-enrolling, however, they will not be eligible to receive the free trial again.
what is cash value?
Is the amounts of the perks granted to diner and the amount of money they can save by use the perks on each order
If a diner is contacting us about a refund not received what should I do first?
Check if transaction refund has passed 5 business days
if diner requested special instructions for an item, were followed by the restaurant and dier is still not happy for the extra charge what should we do?
Refund the extra charge on Grubhub
If a diner wants to cancel a pick up order due to lateness what should we do?
Call the restaurant to ask for cancellation
How long to cancel until the subscription renews?
Diners have until 11:59 pm the day before the next billing date to cancel their membership.
How to determine eligible First Time Diner.
If a diner is a First Time Diner, agents will see a green “First Time Diner” label on the diner card under “Diner Profile”:
What policy should I follow if diner has an unknown charge on their bank statement?
Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges