Shared note

SPIELS

GENERAL AER

• Thank you for reaching out to DoorDash and for being one of our valued DoorDash customers! Let me see what I can do to help you.

MISSING

• I'm very sorry that you are missing some items from your order. I understand how frustrating this must be. Let me look into this for you right away. Will it be okay if I put you on hold for a minute or two while I check this one for you?

INCORRECT

• I'm very sorry that you received incorrect items from your order. I understand how frustrating this must be. Let me look into this for you right away. Will it be okay if I put you on hold for a minute or two while I check this one for you?

NEVER DELIVERED

• I am sorry that you never got your order. I completely understand your frustration and this is not the experience we want you to have. Allow me to check the options I have to fix this for you.

POOR FOOD QUALITY

• I am sorry that you were not able to enjoy your food because of an issue with its quality. I'd be upset too if I were you. But I am here to help. Let me see what I can do to help you.

• I'm so sorry that you received your order in such a condition. I understand how frustrating this must be. Let me look into this for you right away. Will it be okay if I put you on hold for a minute or two while I check this one for you?

LATE

• I am sorry that your order is taking longer than expected. I completely understand your frustration and this is not the experience we want you to have. Let me see what I can do to help you with this.

ORDER STATUS INQUIRIES

• I may not be in your exact situation but I know how it feels when your order is getting late or even later when you're really starving. I'm here to help you so let me see how I can have it rectified. I know you've been being patient. Just one moment, please. Thank you.

WHY WAS MY ORDER CANCELLED?

• I understand the pain of waiting for too long and just having the order canceled but let me double-check why it was canceled. You're talking to the right person to help you. Just one moment, please. Thank you.

• I am sorry to hear that you need to cancel your order. Before we check the options, may I know why you are requesting to cancel?

CONSUMER CANCELLATION

• I have successfully canceled your order with DoorDash credits. It is now available in your account and you don't need any codes to use this. Again, it will automatically apply to your checkout.

• I have fully canceled your order with a refund on your card. It may only take a couple of hours to generate back on your account since the adjustment for the order or since the cancellation has been made within it's first 3 hours from the time you placed this order. It may still depend on your bank's processing time tho.

• I know cancellation isn't an option for you but I know you just really don't have a choice. Definitely, your feedback for this won't be ignored. I know there's no such thing as perfection and we will consider this situation as our thing to improve in the future. Let me take a look into this order further. One moment, please while I'm processing your request. Thank you.

• I understand that you are requesting to cancel your order. I completely understand how you feel. Let me check the status if we could cancel your order to further help you. I will do my best to help you.

HOLD

• May I place you on hold for about a minute or two while I check this order for you?

• Thank you for patiently holding.

• I appreciate your patience in waiting while I checked on this one.

UNRESPONSIVE

• Just want to check, are we still connected?

PUSHBACK

• I totally understand where you are coming from and I can assure you that I have documented the situation you provided me. We are doing the best we can to prevent this from happening and improve the services we offer. We promise to look into this.

• Thank you so much and my apologies for the order did not meet your expectations. This will be forwarded to our team and to the restaurant as well and about the compensation request, you may check your email from time to time for any updates.

• I will take your feedback and forward it to our team, John. I can assure you that we are trying to improve to be at our best for our loyal customers like you. Again, my apologies for the inconvenience, and I hope that you could give us another chance.

• I sincerely apologize for this experience, I know how frustrating it can be when you did not receive the order because the store is closed. We strive to provide excellent service and I am sorry that we let you down. Rest assured, I have taken note of this incident for the appropriate team to review.

• I hear you and understand your frustration. I will take note of your feedback and pass it on to the appropriate team so they can consider this experience and work towards improving our service for the future.

CLOSING

• The pleasure is mine, CX. I want to commend you for your patience and understanding with regards to this matter. You made this job pleasurable on my end because you’ve been very considerate and pleasant. I hope that I was able to provide a positive customer experience with the resolution I have provided. You and your love ones always take care, keep safe and have a good one!

HEALTH, SAFETY AND LEGAL ISSUES

• I get why you're disappointed with this. I am sorry to hear that you got sick . That would certainly frustrate me too. I am going to take care of this for you. I will do my best to help you.

ACCOUNT DEACTIVATION -I understand that you want to deactivate your account. I completely understand how you feel. I'll be more than happy to assist and fix this for you.

CHANGE DELIVERY TO PICK-UP

• I understand that you wanted to update your order into delivery. I completely understand how you feel. Let me check the status of the order if we could still update it and fix it for you.

TRANSFER

• You are being transferred to a specialized team who is best equipped to handle your concern. This may take a few minutes, but as soon as an agent is available, they will respond in the existing chat. Please do not exit this chat while you are being transferred. I appreciate your patience and understanding!

CASE NOTES

• Used Macro but did not appear in Case Feed.

NO PRE-CHAT DETAILS

• Thank you for reaching out to us. I understand that you have a concern and I am happy to assist you today. Can you tell me more about your concern?

REDELIVERY

• I just want to inform you that redelivery will take 45mins to 1 hour. Would that be okay?

CANCELLATION DISPUTE TEMPLATE

Cancellation dispute (For notation/process) For process Dispatch link: Case Number: Amount: Credit or Refund?: Reason:

APOLOGY CREDITS TEMPLATE

For approval Case number: Issue: Amount: Credits Or Refund?:

unresponsive cx (middle of the chat) are we still connected?

1min unresponsive 1min closing 1min end end chat

resolve: closing 1 unresponsive end chat

** APPROVAL NOTES ** Contact type: Non VIP Case Number:
Issue: Dispatch Link: Amount: Compensation Type: Credit / Refund

** REQUEST TO APPLY CREDIT OR REFUND ** Contact type: Non VIP Case Number:
Issue: Dispatch Link: Amount: Compensation Type: Credit / Refund Expected Resolution: Override | Cancellation Dispute | Redelivery

** ESCALATION REQUEST TO CDMX CONSUMER ** Contact type: Non VIP Case Number:
Issue: Eligibility for Compensation: Dispatch Link: Amount: Compensation Type: Credit / Refund Expected Resolution: Please process compensation request

** DX Additional Pay** Contact type: Non VIP Case Number:
Issue: Dispatch Link: