1-855-973-1040

Quick Text
Keyword Quick Text Name

;;hello Basic Greeting - Hello

G.A- Order Status

G.A- Order Status/Late
G.A- Didn't Rec/Marked
as delivered
G.A- Cancel

G.A- Cancel/Late

G.A- Changes in Order

;;agree G.A- Special request
delivery address
delivery address

G.A- Didn't receive

order
G.A- Missing items
phone number
Gaining Agreement #1
Gaining Agreement #2
Gaining Agreement #3
Gaining Agreement #4
Gaining Agreement #5
Empathy #1

Empathy #2

Empathy #3
Empathy #4
;;emp Empathy #5
Empathy #6
 ;;emp

Empathy #7
Empathy #8
Empathy #9
Empathy #10
Empathy #11
Empathy - Neutral
Apology
Statement;;
Apology

Checking In CHECKING ORDER

STATUS
Account Lookup #1
Account Lookup #2
;;lookup Find
Account Lookup - Can't
Find

Hold #2
;;hold
Hold #3
Hold #4
Hold #5
Stall #1
Stall #2
;;stall
Stall- Call Dasher
Stall - Calling Customer
Request to Call #1
;;call
Request to Call #2

;;contact-customer

Contact-Customer
;;contact-customer

Contact-Customer
 1-855-973-1041

English Quick Text Phrase

Hey, ! I hope you're doing well today. How can I help you?

Hey, ! I hope you're having a great day. To make sure I resolve your issue correctly, you want to
know! what
Hey, is you're
I hope going on withwell
doing your orderI from
today. ---. that
can see Is that right?
you're reaching out regarding the status of your
order from Chipotle Correct?

Hey, ! I appreciate you letting us know about this concern. I’ll be glad to help you. Just to make sure
we’re on the same page, you never received your order. Is that right?
Hey, ! I hope you're doing well today. I understand that you want to cancel your order, correct?
Hey, ! I hope you're doing well today. I understand that you want to cancel your order because it is
extremely late, correct?
Hey, ! I hope you're doing well today. I understand that you want to make some changes in your
order, correct?
discern that that
Hey, ! I hope you're doing well today. I understand you you
havewant
special request
to add in your
a special order, correct?
instructions for
your delivery
Hey, address,
! I hope you're correct?
doing well today. I understand that you want to change the delivery address of
your order, correct?

Thank you for bringing this immediate concern to our attention. To make sure I resolve your issue
correctly,
Hey, ! I hope haven'tdoing
youyou're received
wellyour order
today. from (STORE).
I understand Is that
that you haveright?
missing/incorrect items in your
order, correct?
Hi, ! I hope you're doing well today. I see you’re chatting to know how to update your phone number in
your
Hi, ! IDoorDash
hope you're account, right?
doing well today. I understand that you have received a completely incorrect order,
correct?
Hi, ! I hope you're doing well today. I see you’re chatting in regarding the additional item that you like
to
Hi,add on your
! I hope order
you're . Is that
doing wellcorrect?
today. I see you’re chatting in regarding your promotion that didn't apply
to your
Hi, name!order. Is that
I hope correct?
you're doing well today. I understand that you want to change your order from pick
up to delivery,
Hello, ! I hopecorrect?
you're having a great day. To make sure that I resolve your issue correctly, you have
an
may unauthorized
have caused charges fromisyour
you. That order/account
definitely . Is that correct?
not the experience we want for you when you utilized our
platform. Rest assured that I will work on getting this resolved as quickly as I can.

I truly understand your concern and I am really sorry if there's no improvement on your order from
store. I am not so sure how I can make things right for you but, I want to make sure I get this taken
care of for you. Let me see what I can do to fix this right away.
I am sorry to hear that your order has not been delivered yet. Rest assured that I am here to assist
you. I feel bad that you are chatting with us right now instead of just enjoying your meal. Let me work
on
neargetting this resolved.
the area, the systemOne
willmoment pleaseassign
automatically while him.
I pullDo
up you
yourwant
ordertoinformation real quick.
cancel or would you rather
wait?
I am sorry to hear that, name. Rest assured that you have me here and I'll make sure that the
resolution will be in favor for you.
I can relate to your situation and I will help get this sorted out.
undelivered order, to help make things right I can offer you a full credit back to your DoorDash
account
I am sorry that
to you
hearcan use immediately
to hear on your
that, name. Rest next order.
assured Is that
that I will alright
handle thiswith you?Thank you for
for you.
contacting
I just checked us tothemake it right.
details of your order and it seems we're having issues finding a Dasher for your
order which is why the order
I understand your concern. Thank is trending late.
you for contacting us to make it right. Let me see what I can do for
you.
I can also see here that your order is late. That is not the experience we want for you, I will make
sure I will get this resolved.
Iwill
understand your request
take ownership of yourand wouldtobe
concern happy
make to that
sure take itcare of that
will not for you.
happen Letas
again meit see what
is not I canwith
aligned do.
our mission.
you to have in Doordash. We will fully document all the information that I gather and forward this
issue to our dedicated department to have immediate actions. Again I apologize
into this matter for you. I'll make sure that the resolution will be in favor of you.
Let me
sure take
that theaDasher
moment to locate
went in youryour order so I can see what the status of your order is.
location.

May I have the email address used for your DoorDash account so that I can pull up your account
and order?
Let me take a moment to find your order. Can you please provide the email address associated with
your DoorDash account?
Thank you for that information. However, I was not able to pull up any order using that. Do you have a
different email address or phone number that I can try?
I was able to pull up your order and I can confirm that we have received your order at 11:40 pm and
we immediately forwarded it to the store.

Please give me a moment while checking the details of your order.

I will be happy to check on this for you. May I put you on hold while I look into this issue?

Thanks for providing your email. Please stay connected while I check your order.

One moment please, while I check your order status.

Thanks so much for waiting. It will take just another moment or two.
Please staytoconnected
I was able get a hold so I can Dasher
of your provideand an update. Thank you
she apologizes for wasn't
if she your patience.
able to take your calls as
she's driving.
Thank you for your patience. I am still trying to reach the (customer / Dasher / restaurant). Please
continue to hold.
{!Contact_FirstName}, is it okay if I call you to better assist you? If so, can you provide the best
number to reach you?
Could I give you a call to better understand the issue? If so, please provide the best number to reach
you.
I understand your concern. Please give me a moment to contact the (customer / Dasher /
restaurant). I will reach out to you with next steps if needed.

I'll try to call the dasher if your order will still be delivered and I'll check what happened.

Do you want me to call the Dasher, so we will know what happened to your order?
To make sure that this request will not be unnoticed. Please allow me to call the Dasher to inform
him about your request regarding your phone number.
I am calling this dasher assigned to the order now.
 1-855-973-1041
Quick Text
Keyword Quick Text Name

CX - Cancellation for
;;cancel Store Closed
CX - Cancellation
Request
Hello! How are you today? I hope you're having
a great day. To make sure that I resolve your
issue correctly, your order was already
marked as delivered but you haven't Offerings
receive it yet. Is that correct? OFFER-
REFUND/CREDITS
As much as I want to help you but the Late Order and
restaurant uses a different kind of system to Offering
receive orders from the customers, hence we OFFER-LATE
cannot change or add items on our end. Thank
you. I appreciate your patience and ;;credits-
understanding on this matter. processed CX - Credits
;;refund-
CX - Refund
processed
;;last-offer Last-Offer
;;more-credits More-Credits
Processing
Credits
PROCESS CREDITS
;;difference Difference
your expectations. Let me see what I Pushback Provide full refund
can do for you, name. CX - Late-Delivery (e)
discern that you did not receive your ;;late-delivery CX - Late-Delivery (e)
referral credits, correct? CX - Late-Delivery (e)
order made under your account, ;;missing-items CX - Missing-Items
correct?
I’ll check the options to rectify the ;;never CX - Never Delivered (a)
problem. We will work on this together, . ;;verify Verify Address

;;cart CX - Order Cart

But don't worry, I'll sort things out for you
to make this better. Adjustment
I do understand where you're coming
from, . I am going to take care of this for ;;cart
CX - Order Cart
you.
order as delivered and yet I really didn't Adjustment
have it. ;;chance DoorDash
;;refer CX, DX - Refer
;;dasher-
CX - Dasher-Feedback
feedback
really feel disappointed if this happens to Driver BATCHED
Ask to Batched
Wait for
me.
I do not want you to pay for something that the orderASK TO WAIT
you have not consumed, Lei No Dasher NO DASHER
arrive. I appreciate you bringing this to Available
Request AVAILABLE
for
our attention. TS)
special request
(No Charge)
Dasher FOOD ASSURANCE
Placer
Why
UNASSIGN DASHER
Unassigned?
;;abuse-badgeCX - Abuse-Badge
Hi, name! Are you referring to the order you
#1
placed at Masago? #2
I'll do my best to make this better for you. ;;unresponsive #3
Thank you. Let me look into this. Could you ;;first ;;warning Warning
;;second
please hold? ;;warning Warning
;;final Final Message
I can also see that we have assigned #1
your order to two Dashers earlier but
both of them were not able to fulfill this Additional Assistance
delivery for some reason. #2

Additional Assistance -
Additional
Process Assistance -
Customer Thanks
Additional
Response Assistance -
Customer Thanks
Additional Assistance -
Response
Customer Thanks
;;additional Response
;;yw YW
Closing - Thank You #1
Closing - Thank You #2
I spoke with the Dasher and they are on
Closing - Thank You #3
their way to [restaurant / you]. They were Closing - Thank You #4
having phone issues so they were not able Closing - Thank You #5
to update their status. It shows here your Closing - Thank You #6
order will be delivered by [provide ETA
Upper Bound from the Dynamic ETA Time]
at the latest, so it should only be [Minutes in
Unfortunately, the dasher is not
Estimated Lateness in the Dynamic ETA
answering.
Time] late. If your order ends up being any ;;closing Closing - Thank You #7
later than that, please feel free to contact us
again, but you should be getting your food
soon.

CHANGE
PAYMENTMEHOD
 CHANGE
If she would not respond, I will find you PAYMENTMEHOD
another one.
She
I amdid not works
in the respond at all, KAthleen.
of finding you one DOWN TIME
now.
store to place the order for us and pick it
up. Your food will get to you in a few.
OUTAGE

NOT POSSIBLE
 1-855-973-1042

English Quick Text Phrase

Thanks for holding {!Contact_FirstName}. It seems the restaurant you ordered from is currently closed. I w
like DoorDash credits or a refund to the original payment method? Please note that DoorDash credits will
account while refunds typically take 5 -7 business days to process, depending on your financial institution
I am processing your order cancellation right now. Would you like DoorDash credits or a refund to the orig
DoorDash credits will appear immediately in your DoorDash account while refunds typically take 5 -7 busi
financial institution.
To make this right for you, I can process a full refund of your order amount total, so you could replace you

Here’s what I can do for you, I can provide $-- DoorDash credits due to lateness. Would that be okay, so I

Again, I really apologize for what happened here. This is not what DoorDash intended for you to experienc
I apologize that your order will be late. We can still deliver and issue you $10.00 DoorDash credits. Would
understanding and I really do appreciate that you use DoorDash.
I have issued $(enter amount) in DoorDash credits to your account. You will be getting an email confirmat
applied automatically to your next order (excluding tip).
I have processed a refund of $(enter amount)back to the credit card used for this order. You will be getting
While I understand how frustrating this situation was for you, this is the compensation I can offer for this sp
I can offer you an extra $5 in DoorDash credits for the inconvenience.

My pleasure to do that. One moment please while I process it. I’ll keep you updated. Thank you.
Please note that DoorDash credits will appear immediately in your DoorDash account to use while refunds
process, depending
I am a customer on your
myself and Ifinancial institution.
would really feel disappointed if this happens to me. Here's what I can do, I
Please stay connected so I can provide
We're sorry to hear that you received your order an update.
took longer than expected. We understand how frustrating i
experience
First welike
of all, I'd want you to have
to apologize withweren't
if you DoorDash. able to receive your order on time. I understand this really som
Iespecially
understand to a valued
how customer
important however
it is to it didn't
have your orderhappen thison
delivered time,
timeconsidering
and be ablethat you are expecting
to communicate with you
the
right away.
What items are missing from your order?
To confirm
Could the issue,
you please your the
confirm order from (store
delivery address and was
name) not number
phone deliveredfor
. Isthis
thatorder?
correct?
I just want to make sure
had the right number to reach you.

I see multiple items on your order. Can you please tell me which item [caused the illness, allergic reaction

That will be (enter item), correct?

I understand and respect your decision. We are constantly trying to improve our service. We hope that you
What is the email
I understand your address for with
frustration the person you referred
the service you've?received. This isn't the experience we want for you. I
feedback on the Dasher.
Your Dasher is finishing up with a previous delivery and is now on their way to drop-off your order. In orde
possible, we may group deliveries together that are located nearby to each other. I apologize this delayed
I am sorry for the inconvenience. If there is no movement within ten (10) minutes, please contact us again
step
As ofand
now,further
we areassist
tryingyou. We aare
to find here for
Dasher whoyou, 24/7. to deliver your order because other Dashers unass
is willing
to deliver.
The
Yourrestaurant
Dasher is is onalready
the waypreparing
now in the your order and
restaurant andmight have
he will be overlooked your
the one to fall in request. Since your
line and place it willorder,
not c
call
there the Dasher
Let meanything
explain elseto grab you
I canSome
it to you. the condiments/utensils
you? unassigned themselves because they are unable to deliver. Thethe
do forDasher that you want. In that way, we can make sure that cu
deliverI your
While order. this is a frustrating situation for you, it doesn't seem like I can provide any compensatio
understand
have provided
Because andheard
I haven’t the information
from you in I am seeing
some time,inI our
am systems.
going to close our chat. Please feel free to contact u
options, you can also visit us at www.doordash.com/help.
I’m about
Thanks fortogetting
close out our session.
in touch Thank you
with DoorDash for choosing
Support, DoorDash. We appreciate
{!Contact_FirstName}. It looks likethe
youopportunity to se
may be otherw
Iquestions,
understand feel freefrustration,
your to contact{!Contact_FirstName}.
us back. Thanks again.However, in order for me to continue to provide you s
professional. Would you like to continue?
IDoorDash
truly understand
does not your concern,
tolerate {!Contact_FirstName},
abusive but we
language. At this time, we cannot
will nottolerate
be able the kind of language
to continue you ar
the chat due to
free to contact us back when you are ready to resolve the issue.
Although this didn't go as planned, I really appreciate your time contacting us regarding this and giving me
anything else I can do for you today?
Your overall satisfaction is extremely important to me and DoorDash. We want to make sure that we've co
your expectations, before we end this chat? Or is there anything else that I can do to help?

I'll process that right away and please do contact us if it still hasn't made any progress by then. I just wan
assistance, name.
I want to make sure that I've covered everything for you. Was I able to meet your expectations, before we
I can do to help?

Are you happy with the resolution that I gave you?

I hope I was able to help you with this chat, . Is there anything that I may have missed?
You're welcome.
I'm glad I was able to help you. If you still have further concerns, kindly check us back. We are 24/7 availa
you today! Thank
I couldn’t have doneyouit for choosing
without your DoorDash!
help. Thank you for choosing DoorDash! If you still have further conce
available to help you. It is my pleasure to assist you today!
Thank you for using DoorDash. It was a pleasure to assist you.
Thank you for using DoorDash. It was aI was
I hope pleasure
able to resolve
assist you.
yourYou areand
issue trulyput
awesome!
a smile on your face the w
pleasure to assist you.
I appreciate your patience and understanding on this matter. I hope I was able to resolve your issue and p
your concern today. Thanks for using DoorDash!

At the end of our conversation, there will be a short survey that will be sent to you. I hope you will find time
you have received. I appreciate your time in taking this. Thank you for contacting DoorDash!
Thanks for getting in touch with this request. Because orders placed for “ASAP” timing move very quickly, your orde
completed, it cannot be transferred to another card. I apologize for the inconvenience, and I have noted this case w
we can make this available in future.
Thanks for letting us know about this. Since your order was placed more than a couple of days ago, we can no long
beyond
Thanks forourletting
refundus time frame.
know about this. Since your order was placed more than a couple of days ago, we can no long
beyond our refund time frame.
Hey, Stephen,
Hi! I'm I amour
sorry but sorry but just
system to verify,updating
is currently are we still
andconnected on the
we don't have line? to all your account information. Our enginee
access
looking into it. us back either within the day or tomorrow so we could process you a refund for the full amount/cost of y
Please contact
we want for you but I assure you a hundred percent that we will help you the next time you contact us and our access to
Neither the website nor the app works at the moment. You may call us using 1-855-973-1040 then select option 2
I know how much you really wanted to
receive your food, Kenny. But I'm
afraid that the dasher would no longer
be able to deliver it since it's already
more than an hour there's no update
I would just like to know, how would you like to
and he is not answering.
We are sorry to hear about this receive your refund of $0? I can issue DoorDash
experience. The best that I can advise credits which are available for immediate use, or
Since
you is you mentioned
to cancel you since
the order are not
you’ve I can process a refund to your original form of
willing to waitfor
been waiting anymore,
too longthe best
now. payment.
resolution is to cancel your order
instead and give you your refund.
Would you like me to proceed, Dylan?

If it ends up being any later than that, Upon checking here, Your delivery time for this order
please feel free to contact us again, is 12:20 AM at the latest. If it ends up being any later
but
These youcredits
shouldare
be immediately
getting your food than that, please feel free to contact us again, but you
soon.
available for you to use and will be should be getting your food soon.
automatically applied towards your
next order.

additional $10.00 DoorDash credits on had happened here and this will be on top of the
your account. full refund once we cancel your order.

DoorDash. I will provide the full anything that will not get to you. This is hard-
credit/refund in your account. earned money, . Not in my watch.

delivered. We will look into this so we can you want, I may process a redelivery for you and add
prevent it from happening again. additional credits as compensation for the inconvenience.

We hope that you give us another chance

in the future. I am sorry about this mishap.
 food is cold or missing some items, please reach us back
and
what,we will assist
I was youand
checking accordingly.
I found out that there's no dasher
We are sorry to hear about this assigned to the order.
experience. Upon reviewing your order
status, it looks like only a few dashers

order, name. We will have this investigated with the

Abuse Badge Dasher and the restaurant.

At the very least, I hope I was able to make

YES everything better, Shoshana.
It is very great to hear that! It is truly my
pleasure to help you.

Knowing that you are happy with the

resolutionthat
Knowing thatyou
I gave
are you makes me
not satisfied feelthe
with the
same. Itthat
service is truly myyou
I gave pleasure
makestomehelp you!
feel the
Isame.
want to make
With that,sure that like
I would you to
always get aelse I
ask what
NO great
could service that you deserve. So, is there
do for you?
anything else I could do for you to make you
Ifeel
don’t want to end this chat knowing that you
happy?
are unsatisfied. So, is there anything else I
could do for you to make you feel happy?
If you want I can document your
experience in this order as feedback so we
can improve our service to avoid this from
happening in the future. Let me check the case you had with us that day.
Great, I am processing your
order cancellation right now.
You will receive an email
confirmation shortly.
I totally understand. I will be
more than happy to process the
refund for you

compensate the rest of the

inconvenience.

credits on this matter. How that sounds for your redelivery, I can process a refund for
to you? your order. Which do you prefer?

Alright, let me just check if a redelivery is still a

good choice right now.
Do not worry. I am in the works of works of finding you a dasher now who is more
finding you one! responsible than the one earlier.

better our services as well as your use your feedback to improve your
experience with us. experience.

Thank you for being so patient

you and I hope you have a great myself too so I know how you feel right
and understanding on this
rest of your day. now.
matter, Dylan. It is so rare to
have a customer like you in
times
To be like this,with
honest really.
you, I should
really be the one thanking you
for your patience and
understanding regarding this
matter.
Let me check the case you had
with us that day.
and you may rate him and the delivery on the order history. This will
help us work on improving our services.
We will provide compensation, if necessary, once the
investigation has been completed.
CX | Live Order | Where is my order?
What is the status of my order?
Order Received / Sent to Order Placer / Order Placer
Claimed

Order sent to Merchant / Merchant Confirmed

WAIT

Unassigned for too long CANCEL

Driver Assigned / Driver Received Assignment /

Driver Confirmed

Driver Slow to Restaurant

Dasher Confirmed Store Arrival / Driver Arrived at

Merchant /

Order Not Ready / Merchant Didn’t Receive Order

Driver Picked Up/ Left Merchant/ Driver approaching
Driver Went Offline
Delivery Status = Abandone
Driver Dropped Off / Delivery Status = Delivered
Okay, again I
apologize that at
this time there
are
SurenoI can
Dasher's
available.
cancel theIforder
you
still do not
for you. see I
Again,
any movement
apologize that
on
there are no in
your order
the next 10
Dasher's
minutes,
available please
at this
contact us back.
time. You'll
Is there an
receive anything
email
else I
about thecan assist
you with? and
cancellation
the refund. Is
there anything
else I can assist
you with?
CX | Live Order | Where is my order?
Restaurant
What Not Confirmed
is the status of my/ order?
Merchant Didn't
Receive Order /

Store Missed Second Confirmation

LATE

Driver Batched / Delayed Batch NOT LATE

Dasher Slow to Restaurant / Almost Late not Picked LATE

Up /

Already Late not Picked Up

NOT LATE

LATE

Order Not Ready NOT LATE

CAN
RETRY

Customer Unavailable / Delivery Unsuccessful CAN'T

Dasher Went Offline / Dasher Unresponsive
It shows here your order will be
delivered by [provide ETA Upper
bound from the Dynamic ETA Time] at
the latest. Since the order is going to
be [provide
It shows hereMinutes
your order in thewill
Estimated
be
Lateness section from
delivered by [provide ETA Upper the Dynamic
ETA
bound Time]
fromlate, I am happy
the Dynamic ETA to Time]
provide at
you [Check Order Resolution
the latest, so it should only be [provide Tool] in
DoorDash
Minutes Credits that willLateness
be used
It shows in
towards
theyour
here
your
Estimated
next order will be
delivery.
section
delivered from the Dynamic
by [provide ETA ETAUpper Time]
late.
bound If your
from delivery
the Dynamic ends ETAup beingTime]10 at
minute later that that time,
the latest. Since the order is going to please feel
free
be to contact
[provide us back
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in the can
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further here
assist your order will
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the latest. delivery the ends
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able to to
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you
and a full will
they refund
retryfor thethis order. You
delivery, so will
receive
please be anavailable
email shortly at the after I issue
delivery
the refund. Please allow 5-7 business
location.
days for the refund to process. Note
the original charge may be removed or
you will see a credit for the refunded
amount on your statement.
 CUSTOMER TYPE

Consumers

Dashers

Merchants

VOICEMAIL
Resolution Identified
us back with additional
information
 EXAMPLE
Hello. This is [your name] from DoorDash. I’m calling to speak MESSAGESfirst name] about [paraph
with [Consumer’s
first name] available?
Hello. This is [your name] from DoorDash. I’m calling to speak with [Consumer’s first name] about [paraph
time
Hello.toThis
call?is [your name] from DoorDash. I’m calling to speak with [Dasher’s first name] about [paraphras
name] available?
Hello. I’m calling to check in on an order for pick up.
The name for the order is [Consumer’s first name].
Hello. This is [your name] from DoorDash and I’m calling about an
order for [Consumer’s first name].

[resolution]. If you have any questions, please feel free toEXAMPLE MESSAGES
[call us back at 1-855-973-1040 and/or reply to
your case number is [case #]. Thanks and have a great day!
additional information to resolve your request. Please call us back at 1-855-973-1040. I'll also be sending
reply to. Thanks for contacting Support and we look forward to hearing back from you.
Case Notes:
-The case automatically solved after I applied the macro, without completely wrapping the case.
-Never Delivered Tool is not working properly, the agent used Open Error Tool instead.
-Workflow Toolaccount
-Due to clean is not working
history properly used Cancel
and supervisor’s orderthe
approval, in Dispatch
customerinstead.
is granted by a reimbursement eve
is marked as “customer unavailable”.
-The agent cannot reply in the chat conversation. --system issues.
- The agent cannot callback the consumer. Five9 is not working.
Unablealready
-Case to end the chat inCx
resolved. a timely
concernmanner
was adue
live to poorand
order connection.
due to the high volume of web case, issue was a
resolve in case# 78299298.
-Solving case due to dropped chat or call. Cx unresponsive, no agreement was gained.
Wasn't able to outbound due to the time restriction of the outbound policy.

Pending
Asked more concise information regarding the order and delivery. Asked if the issue is ongoing.
Set the case in pending based on KB CX | Completed Order | Food Never Delivered.
Asked for the email address that linked in the DoorDash account.
Wasn't able to outbound due to the time restriction of the outbound policy.
Asked more regarding the concern.

Asked if credits or refund

OUTBOUND
Case requires confirmation to Cx if the Cx accepts the refund offer and to know what is the preferred refun
of the Cx.
Tried calling cx Nicole but call was routed to vm.
Asked for the email address that linked in the DoorDash account.

Asked more regarding the concern.

Asked if credits or refund

Push back to Queue
Pushing back to queue. case opened 9:49 am PDT and CX's BTTC is 12pm.
Case reopened. Push back to queue.
 COMMONLY USED KB
( DEACTIVATE / REACTIVATE )
CX | Account Management | How to Deactivate a Consumer's Account CX | Account Management |
Account

( ORDER CHANGES )

CX | Live Order | I Want to Make Changes to my Order

CX, MX | Live Order | I want to change my Delivery Time or Delivery Address
CX | Account Management | Email Address Changed, Fraud Indicated and Unauthorized Charges
CX | Live Order | Change Order Delivery Time
CX, Unregistered User | Pay Management | Unauthorized Charges Procedure
CX | Pay Management | Add/Edit a Consumer Tip

( ACCOUNT CHANGES )

CX | Account Management | Request to change Consumers Email Address and/or Phone Number
CX | Account Management | Email Address Changed, Fraud Indicated and Unauthorized Charges
CX | Account Management | Add/Change/Remove a Consumer’s Credit Card
DX, CX, Unregistered User | Account Management | Unsubscribe Request Procedure

( DASH PASS )

CX | Pay Management | DashPass - Cancellation, Refund, and not Applying to Order

CX | Pay Management | DashPass Consumer Navigation Guide

( PROMOTION )

CX, Internal | Pre-Order, Live Order, Completed Order | The Consumer Promotion Tool
CX | Pre-Order, Completed Order | Promotions Messaging and Procedure
CX | Internal | Guide for Consumer Promotions

( REFERRAL )

CX | Account Management | Consumer Referral Credits Overview and Troubleshooting

( TROUBLESHOOTING )

CX, DX | Troubleshooting | App Troubleshooting Steps

CX | Troubleshoot | Troubleshooting: 2 Step Verification Process
CX | Account Management | Consumer Referral Credits Overview and Troubleshooting
CX, MX, Unregistered User | Troubleshooting | Browser Troubleshooting
CX | Troubleshooting | Password Change / Reset Workflow for Security Concerns
CX | Pre-Order, Troubleshooting | Consumer App Navigation (iOS)

( OTHER )

CX | Tools | Consumer Issues and Use Cases Guide

CX | Tools | Consumer Resolutions and Use Cases Guide
CX | Completed Order | App Self-Help Navigation Guide
CX, DX, MX | Tools | Announcements and Known Issues

GUIDELINES
WEB
Guidlines
Closing (1,2,3,4 Tag case as
PENDING
REOPENED web Close on the 4th day PCFU)" Macro SOLVED
web Route back to Queue
ESCALATION
Guidlines
Routing an associated Change Status
Escalation Attach appropriate KB CASE NOTES to OPEN

REACTIVATIO * Reason for deactivation: “NONE”.

N Escalation
DEACTIVATIO ** Payment
Relevant link:
information cannot be deleted due to bug “NONE”.
N Escalation
SOF/Drive error of the system
What resolution was reached or expectations were
Escalations set:
ED KB
count Management | How to Reactivate a Consumer

authorized Charges

d/or Phone Number

authorized Charges
S

RESOLUTION
for Tagging Look for Change status
Change the OWNER to QUEUE
Remove
Seach forown nameEscalation
Bulacan from OWNER
from
OWNER
Click UPDATE

Reason for Escalation - delete the ones that do not apply

The KB workflow says to escalate
I do not have permissions to resolve this case (CX, DX, MX | Tools | Announcements and Known Issues)
Cx Scot - DashPass subscription was already cancelled. A refund has been issued for his subscription last Oct 17, 2019.
Verified in Stripe that the Cx still got charged for the month of November even though the DashPass subscription was already cancelled.
https://internal.doordash.com/customer_support/consumer/95055471
Bulacan Escalation
Team.
NOTE : When using OPEN ERROR TOOL attach the
following KB article
STEPS TO DIAGNOSE
HOW TO ISSUE
ubscription last Oct 17, 2019.
ashPass subscription was already cancelled.
 NO
NEVER COMPENSATIO
OFFERINGS DELIVERED N DASHER
Order Inquiry/ Never Cancel req (no Dasher tip
specific issue
Delivered comp) explanation
Order Inquiry/ Never Additional option Dasher tip
Offering
Delivered (no comp) explanation to Cx.
Offering Missing Dasher report
items incident

Processed credits 0 tip

Processed credits
with additional
Processed refund
Refund
Clarification
Offering No/ 2

CLOSING HOWS
Closing Spiel How to update card
How to change
delivery address
 NEED MORE DID NOT PROMO/
INFORMATION RESPOND VOUCHER DASHPASS Order
Not dashpass Schedule for
NMICX/Order Did not answer call Expired promo
subscriber later
Want to deac
NMICX Want to give a call
due to charges
NMICX 2

NMICX (no dd account)

 ACCOUNT
Req to activate but
Active