Order information
What should we do If a diner needs to update the delivery address and driver is not answering?
Cancel the order on Grubhub and let the diner know that they can re-order. Issue concession based on compass east prompt.
Diner placed a pickup order and meant to be delivery, while checking the order status is in the kitchen what should you do?
Issue automated concessions
What is an unknown charge?
When someone's payment info has been used without their knowledge or diner does not have an account with us but has charges from GH
Diner ordered a gift card a few days ago however, is requesting a refund because is not going to be used. What should you do?
Use the macro Gift Card Issue Template and fill out the information requested
If the order is within the original ETA and the diner wants to cancel,what policy should you follow?
Order Unwanted - Change of Plans process
If a driver is asking how much they will be paid for deliver the order to a different address what should I say?
Please let the delivery partner know that the adjustment will be made by our Driver Care department.
What should you do if diner arrives at the restaurant and is informed that order was picked up by another diner?
Call the restaurant to confirm order is missing and ask if they can remake the order.
If Restaurant refuses to remake, refund the order on the Restaurant.
What is the name of the policy for blocked orders?
Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges
Diner is reporting that the bag had the stickers broken or ripped off what should you do?
Follow the policy tamper evident
If diner requested contact free delivery but the driver did not follow the instructions what should you do?
Follow Contact free delivery policy
If a driver is willing to deliver the order to the updated address what macro should we use?
Transfer/Reassign::Transfer to GH Delivery Mileage Update"
What should you do if diner states order is too far to pick up or they ordered at the wrong location?
Check if status is confirmed, cancel on GH and call the restaurant to inform of cancellation.
T or F, are we able to issue a concession for a blocked account?
DO NOT issue Free Grub to a diner that has been blocked for any reason.
T or F Can Grubhub+ be combined with perks?
Yes, Grubhub+ can be used in combination with perks.
T or F For a SD order, that was not received but while checking address was incorrect is the refund paid by te restaurant?
False, refund is paid by GH
If the diner wants to change the order to pick up because the delivery is taking too long what should we do?
Let the diner know we'll process a refund for the delivery fee and tip and notify driver about the delivery cancelation.
Pick up order, If a diner is unsatisfied with the quality of an item(s) should we issue a refund for the affected item (s)?
No, Negotiate with Restaurant for refund, if approved refund on them. If decline offer automated concessions.
Diner is reaching you because is unable to place orders while checking you find a ticket solved stating "Blocked for POLICY ABUSE" what should you do?
Inform the diner that our team is still looking into this and they will be contacting them back via email.If diner is pushing you can transfer to DET
If a diner has GH + is it sill required to pay for a service fee?
Yes, Grubhub+ members will still be charged a service fee.
What is the difference within an incorrect item and an incorrect order?
-Incorrect item is when the item a diner received something different from requested or item was prepared wrong
-Incorrect order is when the diner states they received someone else's order or the entire order was different than what was ordered.
If there's no driver assigned and diner needs to update the delivery address what should we do?
Once a driver is assigned, the diner can text or call the driver with their updated delivery information. Let the diner know if they run into any issues to contact us. If the diner would prefer to cancel, cancel the order on Grubhub. Issue concession based on compass east.
Diner paid with cash at the restaurant and now is claiming a food poisoning. The order was placed two days ago, what should I do?
Call Restaurant and inform of Diner’s refund request, if the restaurant does not answer or refund is declined, offer concessions in the amount of affected item(s).
Diner is contacting you because their email address has been recently changed he cannot login and there were two orders placed that he does not recognize what macro should you use?
Diner believes someone has logged in to their own Grubhub / Seamless account
What is cashback?
Cashback is a dollar-based credit that is associated with a GH+ account or sent as a concession code via email.
What should we do if diner is reporting missing the straws for drinks, napkins or condiments?
Apologize and acknowledge diner's concern advise that those items do not have a monetary value. if diner is pushing you can consult with leadership