Driver Care Concepts
What is a Reassignment?
A trip offer that the Driver accepted that they no longer want. Some types of reassignments count as a rejection which will impact (decrease) the driver's acceptance rate
Credits over _____ amount need to be approved by a lead.
$100
Who is excluded from receiving concessions?
Grubhub Employees
For diner escalations, who is the last person to assist.
The agent handling the call (You)
This tool houses driver, diner and restaurant information.
Compass East
Where is DOC tool can you see if a driver is online?
The driver profile, under "Schedule"
If a restaurant is calling in with more than 5 menu adjustments, where would you direct them?
To the menus team (Menus@grubhub.com)
True or False, fully allocated orders are eligible for concessions.
False
when handling a chat escalation, you should ____ when receiving the chat.
ask the diner if it is okay to catch-up on the previous chat.
This tool allows you to create payment adjustments for a driver.
DOC Tool
What Primary Reason Code would you use for a block adjustment request?
Live Order Issues
This part of a menu allows for customers to select what size item they want. For example, "Please choose your pizza size Small, Medium, or large."
Modifers
For Corporate orders, what compensation method is preferred?
Refunds or Redeliveries
When working with a marketing promotion that you are unfamiliar with, where should you look to research the campaign?
Promo/Marketing Troubleshooting Guide
This tool is available to GHD drivers and lets them toggle themselves online to make deliveries.
GHD app
Which reassignment reasons affect a driver's acceptance rate?
Distance too far, driver does not want order, driver does not want to wait for order, block has ended, other- unexcused
What is credit over usage?
5% of the restaurants paid ad fees for the month.
When dealing with an automated workflow, how do you issue concessions?
Follow the systems lead and issue what it tells you to.
True or False, if the customer losses a physical gift card, DET can send the diner a new one.
False
This tool lets you edit restaurant menus, do manual account adjustments, and view order transactions.
GFR or Grubhub For Restaurants.
For milage updates, what adjustment type should you enter?
"Positive" then, "dispute-Delivery Mileage."
When processing credits, what do you exclude from the credit amount? (hint: there are three things)
prepackaged foods, commission, and processing fees.
When dealing with a place and pay order, how do you issue concessions?
Issue the concession that automatically populates.
If an eligible customer is unable to apply their GH+ benefits, what is your next step?
ask the diner to update the mobile app.
This tab in compass allows you to see how many credits a restaurant has.
Credit History