Code
This code is used when the diner states they received someone else's order. Or the entire order was different than what was ordered.
Problem with food - Incorrect Order
Where I can find my LOC?
Homepage once the client logged in or on checkout.
Questions you need to ask for Order not received?
1. Phone number
2. Complete address
3. Drop off location
Which department do you need to transfer if the admin is from an enterprise account and need help in creating a line of credit?
Client relations
3 channels in corp
Voice
Chat
Ticket
This code is used when the diner has not received their order.
Check Status - Order Not Received
How much is the transaction fee associated with LOC?
6%
Do you process redelivery for pick up orders?
No
What is the macro for potential new corporate clients get set up with a Grubhub account?
Corporate Account Inquiry macro
Who are the 5 TLs in corp?
TL Marky
TL Miel
TL Ella
TL Jose
TL Cris
This code is used when a diner contacts us to confirm if their order has been refunded.
Diner Charges / Account Question - Order Refund Confirmation
What is the reason why the client is getting expired line of credit error message?
Client is either connected to the VPN.
When the order is confirmed and placed less than 10mins ago and wants to cancel. What do you do?
Cancel on GH
What's the name of the tool used in checking line of credit?
GAT or Group Admin Tool
Who is our OM in corp? (complete name)
Benjamin Dacpano
This code is used when a diner claims they have found something in their food that should not be there.
Problem with Food -
Foreign Object in Food
Refund timeframe for campus card?
3-5 business days
Name 2 restaurants in Corp that needs no outbound?
Sweetgreen and Panera bread
What is Irretrievable STOs?
Ghost order
What's the Corporate Care's business hours?
6:00 am - 12:00 am CST
This code is used when there are unknown charges on the account and the diner cannot place an order.
Blocked Orders/Unknown Charges - Blocked Account
What do you need to do when LOC is expired and client still wants to use it?
Refer to admin by providing email. If insisting, consult LL for possible FG. We do not give FG proactively.
When to process redelivery for ORDER NOT RECEIVED? (complete process)
1. Check if it's NOT a contact free order.
2. Check order minimum.
3. Offer refund and redelivery at the same time.
Sample spiel: "I can check for possible redelivery or I can have this (reason) be refunded."
4. If qualified, call resto if they can remake the food.
5. Submit Corporate Care Redelivery macro. Open ticket to CXT.
What attribute in QA is: The order number, diner ID, restaurant ID, reason codes (starting 4.1) and requester were not properly associated with the ticket. The requester field must be updated to reflect the original person/restaurant that contacted us.
Logging transaction fields as appropriate
Who are the (6) SMEs in Corp?
Katrina, Siera, Miguel, Gerard, Anj and Jay