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 is the tool we use to check the Cx payment methods?
Paying console
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
Where can we see if the Cx has a card membership?
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
Who are the fragile Cx? Do they have a VIP badge in Astra?
Consumers who are in their 2nd month of using DoorDash. They do not have a badge
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
What should we do if the Customer is asking to cancel Dashpass, share the steps
Calculate the benefits of the Dashpass and inform the customer.
Go to the Consumer Astra page.
Locate the orders from the last 30 days.
Multiply the total number of orders the Consumer had in the last 30 days by $3.
Determine if the savings is over or less than $15.
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
Tell me the 6 categories when the apology credits are a must...
Holiday or birthday, Dashpass cancerl request, more than 20 min. late, missing or incorrect item, tampered food, allergies.