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PAYMENT ISSUE
Open the transfer tool!
WEEKLY/DIRECT DEPOSIT METHOD: STRIPE/ STRIPE MANUAL Payment will receive weekly, every Monday night They can use their own account/routing number
FASTPAY METHOD: STRIPE-FASTPAY With $1.99 transfer fee Allowed to use once a day There will be a 7 days hold if they will be updating their bank account info for security purposes Dx is eligible to use fast pay after completing 25 deliveries and dash for at least 2 weeks
DASHER DIRECT METHOD: DEBIT CARD Look for Payout Experience on dispatch Has a different app (Dasher Direct app) Has a virtual card that they can use while waiting for the physical card Physical card will arrive within 3 weeks NEED TO DO WHEN ESCALATING THE CASE
ESCALATION TO SITE ESCALATION
BACKGROUND CHECK ***Case Template > Dasher Potential Dasher Inquiry ***Case Template > Dasher Escalation Inquiry ***Macro > 2 DSTR (Make sure to put the DISPACTH LINK || FORWARD LINK || APPLICANT LINK)
LOG IN / APP ISSUE ***Case Template > Dasher Escalation Inquiry ***Case Template > Product/Tools Issue ***Macro > 2 DSTR (Make sure to secure screenshot for the specific error)
UPDATE PHONE NUMBER AND EMAIL ADDRESS ***Case Template > Dasher Escalation Inquiry ***Macro > 2 DSTR (Phone number should update via app but if Dx having issue doing on the app make sure to put on the notes what error that Dx getting when trying to update the number on the app || Make sure that OLD PHONE/OLD EMAIL and NEW PHONE/NEW EMAIL)
ALL OTHER ESCALATION ***Case template > Dasher Escalation Inquiry ***Macro > 2 DSTR Make sure to complete the notes needed Supcall. Spiel : My manager is not available currently. But I can make a note and have them reach back out to you within 24 hours.
Case Notes > Dasher Escalation Inquiry Send macro (2 SCBRD) Jun 26
You Jun 26, 12:45 AM (Edited) ZOOM LINK:
https://ttec.zoom.us/j/93143725230?pwd=OWRibVBhVjhkQ1VhbkdmYzh5ajFPdz09&from=addon Jun 27
You Jun 27, 10:46 PM UDPATES ‼️06.26.2023
DX | Pay Issue | Dasher Rewards Landing Page Added new reward details “Dasher 10th Anniversary Recognition”
DX | App Issue | Dasher App Features Added details for “Accept Modal”
Pay Issue (Dx) Pay Inquiry - Missing, Adjustment - Dx Added a new process for COD Cx already paid online Cx does not have enough cash
Order Not Ready (Dx) Added LOF process if order has been rescheduled
Can't Find Merchant or Merchant Closed - Dx Edited the note for Merchant to update their correct address in the Drive portal if it’s incorrect in THQ
Can't Find Cx/Cx Unavailable (Dx) “Return created but found Cx” - teammate must cancel the return delivery in THQ and make sure to select "Just Cancel" and the most accurate reason from the list of cancellation reasons. For Parcel orders, Dasher can now use the self help feature “return order” on app if Cx is unavailable.
Unable to Dropoff (Dx) For Parcel orders, Dasher can now use the self help feature “return order” on app if if they are unable to complete the drop-off.
Cancel + Unassign Order (Dx) For Parcel orders, Dasher can now use the self help feature “return order” on app if if they have an emergency
Can’t Find Cx/Cx Unavailable (Dx) Unable to Dropoff (Dx) Blocked From Pickup - Dx Dasher Shop and Stage WFTs: Added system decision “dss_or_dsd_delivery_drive”. This allows the WFTs to automatically identify the order type. Teammates no longer have to manually identify if the orders are Dasher shop & Stage or Dasher Shop & Deliver
Dasher Scam
****case notes>Dasher escalation inquiry
****case notes>Dasher scam
You Jun 28, 5:28 AM What are the common missed process?
APP TB:
Unable to perform the full TB steps
Failure to get the screenshot or screen recording of Dx
Missed to asked the s[ecofi error message
PAY ISSUE:
Unable to gather the Dx correct information
Tx failed to investigate the payment status in the transfer tool
Tx missed to check the previous cases
What are the cause of Invalid Escalation and missed processes?
Failure to fully understand the issue and the root cause
Tx pressured to escalate the case
Dasher Scam
case notes>Dasher escalation inquiry
case notes>Dasher scam Jul 29