Food First
True or False: If a VIP customer chats in furious that their food has not arrived, you should instantly offer them a maximum $50 credit to keep them happy
False
Regardless of the issue, what specific small amount should you always start with as an initial baseline offer under the apology credits policy?
A $5 or $10 apology credit first
Which action aligns with the "Prevention/Education Last" pillar for a customer inquiring about a missing refund status?
Advising the customer to check their email for a confirmation receipt and explaining they may need to wait the allotted 5–7 business days for their bank to process it
True or False: If a customer has multiple problems resolved on a single interaction, you only need to write down the very first issue in your notes
False
What are the names of the three Reyes Magos?
Melchor, Gaspar y Baltazar
Name the two live entities an agent should contact to find out what happened to a "Never Delivered," "Wrong Address," or "Extended Delivery Time" order
The Dasher (Dx) or The Merchant (Mx)
Without getting a supervisor's approval, what is the exact maximum percentage and dollar cap a VIP agent can issue for a credit?
Up to 50% of the order value or a maximum of $50
If a customer contacts you regarding a "Never Delivered" food scenario, what two specific things can you advise the customer to update in their app to prevent this next time?
Update their address notes or update/adjust their location Pin
Name the 3 precise components of the Mandatory Note Content framework required
1) What they are asking for, 2) What you advised the customer, and 3) What you already offered and added
Cual es el gentilicio de los de Aguascalientes?
Hidrocalidos
If an order has a prolonged preparation time, or you suspect the store is completely closed, which entity must you contact first
The Merchant (Mx)
A customer's order is delivered completely cold. The total order cost was $80. What is the maximum credit you can legally issue without standard supervisor approval?
$40
What customer support backend filing action should you take internally to document a poor service claim?
File DIR
True or False: You must explicitly include the specific business justification reason for Credit & Refunds if a customer’s "abuser badge" is ignored
True
Name the man who has a mustache, is a plumber and has a tall blonde girl friend who is the queen of a magical land of vegetable people
Mario
When researching an order directly inside your system interface without calling a Merchant or Dasher, what two primary things should you check under?
Related Cases and the Order Timeline
If an order is proactively canceled and the pending bank hold disappears from the customer's account instantly, what system financial action just occurred?
A Reversal
A customer is confused about why their order got canceled out of nowhere. What can you educate them to check going forward to receive automated status updates from DoorDash?
Tell them to check their email for real-time cancellation updates
If you give a VIP customer additional high-value compensation outside of standard bounds, what critical detail must you include in the notes alongside the amount
You must include who approved the extra compensation
Name the movie that is currently on theaters starring Zendaya and Robert Pattinson.
The Drama
A VIP customer messages you asking why their order was canceled mid-route. According to the framework, what are your immediate "Food First" steps before discussing credits?
Check for a POS issue, check the Astra order timeline, and contact the Mx or Dx if the cancellation reason remains unclear
If a VIP customer demands additional high-level compensation that goes completely beyond your 50%/$50 standard workflow boundary, what must you do?
Reach out directly to your SME to approve the extra compensation
If the customer wants a redelivery, what should we take into account to know if its possible?
If the offer is over 24 hrs or store closes in 30 minutes, redelivery is not possible
If we transfer to another queue we must always leave...
A summary of the incident
From which state of the mexican republic are Ahri and Steph?
Sonora