Who am I?
The ____________ Tool will automatically check the timeline events to understand the stage of the order and offer compensation aligned with DoorDash’s policy (no need to look at Dispatch timeline yourself!)
Consumer Cancellation Tool
You can use the Change Delivery Address/Date/Time to explain to Cx why we cannot change an order from pickup to delivery.
TRUE.
The Change Delivery Address, Date or Time tool can be used for:
- Changing delivery address
- Changing the delivery time
- Changing the delivery date
- Update the delivery instructions
- Changing an order from pickup to delivery, or vice versa.
Missing or Incorrect Items v2 was launched for 100% of teammates on __________ .
9/7/2021
You can use __________ to explain to Cx the behavior of an uncaptured charge.
Status of a Refund/Credit (Cx) Tool
You can use the Payment Issues & Checkout Questions tool to troubleshoot a credit card being declined/blocked/failed.
TRUE.
Payment Issues & Checkout Q's can be used for the following:
- explain fees/taxes/menu pricing
- troubleshoot a credit card being declined/blocked/failed
- provide order receipts
Consumer Cancellation v2 was launched for 100% of teammates on __________ .
9/7/2021
The ______ tool will help you see if an order is eligible to have an item added.
Order Cart Adjustment Tool
In the Never Delivered Tool - Some Consumers will only get partial compensation which is 50% of their grand total order. This happens when the tool decision is to provide compensation for an incorrect address or phone number indicated on the delivery.
True of False?
FALSE
In the Never Delivered Tool - Some Consumers will only get partial compensation which is 50% of their grand total order. This happens when the tool decision is to provide compensation for a CORRECT address or phone number indicated on the delivery.
Change Delivery Date, Time, Address (Cx) was launched for 100% of teammates on __________ .
8/9/2021
This tool will help you diagnose Account Takeover:
a. Consumer requests to remove their phone number/email address because they are receiving notifications for orders that they did not place.
b. The email and phone number provided by the Consumer does not match what we have in Dispatch.
Account Settings Tool
Use Change Delivery Address Details Tool when an Unregistered user reports that someone used their email address to create an account.
FALSE.
Use ATO/Unauthorized Charge Tool when an Unregistered user reports that someone used their email address to create an account.
Health, Safety, Legal (Cx) was ramped for all sites on __________.
6/14/2021
This tool will guide you to the cancel reason and provide messaging that will de-escalate the Consumer most especially that cancel reasons are not obvious or clear on the Dispatch delivery page.
Why was my order cancelled Tool
There are 6 WFT that are automated under tool type.
TRUE.
1. Deactivations (Cx)
2. Never Delivered (v2)
3. Consumer Cancellation
4. Change Delivery Date, Time, Address (Cx)
5. Status of a Refund/Credit (Cx)
6. Order Cart Adjustment (Cx)
Payment Issues and Checkout Q's v2 was launched for 100% of teammates on __________ .
6/21/2021