OPENING SPIEL Hi! How can I assist you today? Hi! This is Marko at your service. How may I assist you today? ENDING I’m happy we were able to get this sorted in time! Thank you for using DoorDash. Have a great day! Thank you for using DoorDash. Please enjoy your order and Have a great night! Will there be anything else that I can assist you with? Aside from this, may I assist you with anything else? We appreciate your feedback on how I have assisted you today. Hopefully I was able to cover all of your concerns. You’re welcome! Glad I was able to promptly assist you. Will there be anything else I can help you with? Thanks again for sharing your experience to our team. Should you need further assistance, please feel welcome to contact us again. Have a good one! Always a pleasure to assist. Thanks again for using DoorDash. Have a good one! Thank you for using DoorDash! Have a great night and happy holidays! You're welcome! Glad to be of help. Please let us know if you have any questions or concerns. Thank you for using DoorDash, . Have a great night and happy holidays! CSAT Awesome! Happy to assist. Really appreciate it if you could also spare some time to send us your feedback. Thanks again for contacting DoorDash customer support, have a good one! Dropped Chat Since I’m not receiving any response from you, I may need to excuse myself from this chat now. If you need further assistance, please feel welcome to get back in touch -we're always happy to help! Thank you for using DoorDash, have a good one! Dsat to avoid Cx Verbatim I have documented every detail you described here and will forward it to our management. Rest assured that we regularly review customer feedback as part of our ongoing commitment to provide excellent customer service. POSITIVE SCRIPTING As much as I would love to give you the full credit/refund, this kind of resolution is system generated which means that we are only allowed to apply a certain amount based on the error that reflects on our system. I know it's very concerning that dasher has not updated you about your order yet. Allow me to take a look at this and get it resolved the soonest possible time EMPASURE: Oh no, that’s not good to hear! Let me pull up your order. Thank you for letting us know about this. I apologize that there has been a delay on your order. We did not intend for this to happen. Let me pull up your order and verify what happened. Rest assured that this will be taken care of. I would be asking the same questions as you are. I completely understand the situation. Let me see what is the best that I can do for you. I understand the gravity of the situation. I am sure by the end of this session we will be able to resolve the issue for you. I really appreciate your time and patience. It is my assurance to you that your concern will be resolved at the quickest. I personally take ownership of the concern that you have raised. I will look into the details of your account and ensure that it is resolved to the earliest. Mr.customer you have been a very patient customer and I really appreciate your cooperation for the same. I will try and resolve your issue to the best of my abilities. I completely agree with you and understand your level of discomfort with the services, however I assure you that I will be able to resolve your issue. Your level of dissatisfaction is completely justified. However I assure you that we will take care of your concern at once. I know where you are coming from and how difficult it has been for you. I am here to assist you and provide the best possible outcome to your issue. Rest assured such cases do not go unnoticed as we take our service very seriously. I’ll definitely think of a way for us to move forward. I really appreciate the feedback that you have provided. It only helps us in improving our services and working towards a good customer experience. Mr.customer may I please know the reason for your dissatisfaction? I see that you are very upset. Please give us another chance to assist you. I assure you that you will not be disappointed this time. If you are still not happy I respect your decision. What's happened to you is unacceptable and against our standard. Let me see what is the best that I can do for you. Thank you for contacting us. Let me go ahead and pull up your order. :) Thank you for bringing this issue to our attention. Rest assured that this will be attended in no time! I can absolutely help with this question, and I appreciate you bringing it to our attention. We always do our best to ensure a successful delivery, and I know that did not happen in this case Thank you for contacting us. I’m sorry to hear about the issue with your order, and I appreciate you bringing the matter to our attention. We know the experience didn't live up to our standards, and that's something we take seriously. We know this experience fell short of your expectations for DoorDash I want to go ahead and credit back to you the full amount of that missing item.... This item on the order was an option on this restaurant’s menu and I can see here that it was recorded on your order so you should have received it. Because of this, I want to make sure you receive credit for the cost of that item. I’ll be applying this credit directly to your account. It will automatically apply to your next order! I know how it feels to work hard for your food but received nothing in return was definitely unreasonable. I totally understand if you are upset and I'll feel the same way if I was in your place. I know this very unfair for you but let me turn that frown upside down. I definitely want to make this experience right and I hope you'll give us another chance in the future! Since I'm no longer receiving any response from you, I may need to end this chat for me to be able to help other customers. Should there be any other concerns/questions, please feel free to contact us. Thank you. Have a good one! We are still trying to improve our application/website to have customers be notified if orders is not being accommodated. I’m sorry to hear you didn’t receive the items you requested in your special instructions. I know how important each element of an order is and it’s disappointing when it doesn’t arrive with everything you expected it to. We appreciate your hard work! Have a great day! Cases like this need to be reported right away so we can have it sorted out in a timely manner. Since it has lapsed for the day you placed the order, I may have a difficulty validating your claim. Dasher/merchant may not be able to remember this order which in the end, they may not grant a resolution for the missing item you are reporting today. We include the special instructions option to give you the flexibility to make those types of requests and the restaurant tries to do everything it can to accommodate them when possible. Please note though that these instructions are optional for the restaurant so in this case they may not have been able to follow them. This is stated in the ordering process, but I wanted to mention it again just to reset expectations with you. I’ll definitely provide feedback to the restaurant about your experience since this was an inconvenience for you To help make this right, I have credited I wanted you to have a bit extra in light of the circumstances. This credit applies automatically towards your next DoorDash order. Please note that this refund will take 5-7 business days to complete, depending on your bank’s processing time. Also, if refund didn't go through within the said timeframe, please make a gentle follow up with your bank for the details. Thank you for bringing this up to our attention. I know how it feels to work hard for your food but received nothing in return was definitely unreasonable. I totally understand if you are upset and I'll feel the same way if I was in your place. I know this very unfair for you but let me turn that frown upside down. I hope that we've covered everything for you because your satisfaction is our main priority. Our system can only allow us to provide full credits/refund if it will be cancelled or the food was never delivered. With regards to the dasher, I will file an incident report to conduct an investigation to lessen, if not eliminate, this kind of situation. I know this is very unfair from a customer standpoint. We apologize for the situation. I know this is not acceptable. I can definitely make it up to you by making things right. Please allow me to assist you. What I can do here is to credit you back the full amount so that you can place a new order and will automatically be deducted right away. That sounds delicious! Let me add that item for you to have your meal be complete. I’m very sad that you ended up cancelling your order. I apologize for this huge inconvenience. As agreed, I already processed your request and refunded your money back to your card/credited your account. Please let me know if there would be anything else that I can assist you with. Some cases, DoorDash groups orders together when we’re low on drivers. Rest assured that your food will be delivered once the dasher finishes his current delivery. He’ll be on his way within X minutes. We appreciate your patience. We value you as a loyal customer of DoorDash, Something similar happened to me and I have felt the same way. I’ll definitely sort this out for you. I definitely understand needing to get the kids situated. We will make sure we reach a resolution here as quickly as possible. would you like this to be process as credits that you can use right away on your next order? Thanks for waiting this out. as I've checked here, the restaurant advise us that your order will be placed by our dasher over the counter to make sure it will be made hot and fresh. I can definitely look for the perfect dasher to place your order. Upon checking your order timeline it shows here that your dasher received your order late. there were a lot of dashers who tried to accept your order but declined it afterwards because some are afraid that it might affect their ratings because the order is late or they are out of delivery range. Here in DoorDash, our business is to make things easier and convenient to our customers, and having you experience this definitely defeats that purpose. We genuinely appreciate your feedback and hopefully we can improve our platform, and better yet improve our service in the future. I hope I was able to help you. I’m going to close this chat for now. If there’s anything else we can do for you, please feel free to ping us again I am glad that we were able to come up with a resolution to this matter. Hope you have time to send us your feedback on how I assisted you today. Thank you for doing business with DoorDash. Have a wonderful day. I hope that I have you assisted to your satisfaction I will need to close this chat for me to be able to assist other customers. I totally understand your frustration and why you came into this conclusion. I would definitely feel the same way too. Yet, I'm still setting my hopes up that you would give us another chance to make things right for you which we assure to take care of it as this isn't really the experience that we wanted you to have. How about if I process it as a credits on your account, so that it’s going to reflect right away other than waiting for 5-7 business days before it reflects on your card? I'll be more than happy to look into your order and call the store if we can still add the item. I understand that this is very frustrating on your part since we asked for a second chance but still we did not have your order correct. It’s very alarming as a business that you are experiencing this kind of situation. What I will do is send this over to our higher management and have this investigated, just to give you a heads up your account might be frozen for a while since we do not want you experiencing the same situation again. But rest assured that i will be crediting/refunding you the cost of the redelivery. Unauthorized/dispute charges: Thank you for letting us know about this. We know how important it is to receive clear communication regarding the charges. I'm certain that we can still get this sorted Offer Credits: To make sure we exhaust all of the options we have, I would like to offer you doordash credits for the order total. These doordash credits automatically apply onto your account and will be discounted on your next order. You can use the credits anytime you want at any restaurant. Nevertheless, I can go ahead and process a refund back to your original payment method which should be posted within 3-5 business days, depending on your bank’s processing times. Please let me know what’s best and rest assured I’ll have it covered. DIR: A detailed description of the exact feedback & what the individual described: Source of Feedback (delete options below that do not apply): Consumer Salesforce case: Dispatch Link: Store Closed: I’m calling from DoorDash Customer Care about your recent order. I apologize for the inconvenience but due to the [Insert Holiday Name] holiday, we’re unable to complete your order because the restaurant is closed.? I know this can be disappointing, but wanted to reach out to let you know immediately. I also want to invite you to place another order right away through the DoorDash app or website. We have a number of excellent restaurants available! We’ll be fully refunding your order including the delivery fee back to your original payment method. Credit card swap: Oh, thank you for letting us know about this! For security purposes, we don't have access to your credit cards and hence won't be able to swap the card on the order. However, I would like to suggest that we cancel the order so that we can place a new order using the card you wish. I understand that it would be alot easier if we are to place the order at a restaurant near you. It's just that we have selected branches for each merchant we have. Order cart: Sure thing! I'll be happy to assist you with your order. I'll go ahead and add your request to your order cart and will contact the restaurant to make sure they have it added. Would you perhaps consider having full DoorDash credits for your order total? You can use these credits anytime and at any restaurant we have. Also, it will automatically apply towards your next order. We still have open merchants that we cater to. I hope this helps.