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