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[HSL]
ATTACHED ALL THE SCREENSHOTS IN CASE WHICH IS PROVIDED FROM THE CONSUMER END AS EVIDENCE PURPOSE
Severity and Leveling
Questions:
Whom is reporting the issue (callers name):
Was this during an active Delivery:
***NOTE: IF ACTIVE DELIVERY, DISPATCH MUST BE ATTACHED TO CASE
If the reporting party is a Ux, what is their relation:
Callers best contact phone number:
Callers email address:
Country/City/State of Incident:
Where did the incident take place? (the store,the Cx house):
Has the caller contacted police:
Has the caller gotten medical attention?:
Additional Details
Customers Language: English
Case Summary:
Actions Taken:
Link(s) to relevant tools/resources:
THQ order:
[outbound to dasher]
outbound contact attempt to dasher was made. dasher was unresponsive in the chat and hung upon the phone immediately after the opening spiel was delivered
outbound contact attempt to dasher was made. The call went to voicemail.
[outbound to merchant]
outbound contact made to merchant. Merchant confirmed that the customer picked up her own order and also confirmed the cancellation of the order.
outbound contact made to merchant. Merchant confirmed not to remake the order
[outbound to customer]
outbound contact attempt to customer was made. The call went to voicemail, but the mailbox was full and unable to accept new messages. LA marked the order as complete.
outbound contact to customer was made. The customer confirmed that they have already received their order.
outbound contact to customer was made. The customer confirmed that they wanted to cancel the order.
[general inquiry]
Verification details:
Email address: Phone number: Date of birth (DOB) (MM/DD/Year): Last 4 digits of Driver’s License and issuing state (i.e. 1234 - Kansas) Banking Institution Name and the last 4-digits of your bank account number OR the last 4 digits of your DasherDirect card: Last Dash Date (MM/DD/Year):
[escalation script]
Thanks for your patience, I've checked your account and it looks like well need to escalate your concern to our specialized team for further review. Before I proceed, I just need to verify a few details to ensure we submit everything correctly.
Thank you for patiently waiting . Just to inform you that your concern already forwarded to our specialized team and it will take within 5-10 business days not including holidays and weekend. Just a reminder to keep an eye from time to time in your email for any updates to our team. I know this is really hard or tedious on your part but we are only following the right process in order to set up your account and make your dashes in the future smooth.
DASHER GENERAL INQUIRY
For general Inquiry please fill out these details: Type of Dasher issue: Actions taken: Relevant links: Cases related: Reason for pending (if applicable): Verification details: Email address: Phone number: Date of birth (DOB) (MM/DD/Year): Last 4 digits of Driver’s License and issuing state (i.e. 1234 - Kansas) Banking Institution Name and the last 4-digits of your bank account number OR the last 4 digits of your DasherDirect card: Last Dash Date (MM/DD/Year):
DASHER ESCALATION INQUIRY
For Escalation, please fill these details in: Reason for escalation: Relevant links: Are there related cases?: Issue: Actions taken: Expected resolution plan for the escalation team: Verification details: Email address: Phone number: Date of birth (DOB) (MM/DD/Year): Last 4 digits of Driver’s License and issuing state (i.e. 1234 - Kansas) Banking Institution Name and the last 4-digits of your bank account number OR the last 4 digits of your DasherDirect card: Last Dash Date (MM/DD/Year):