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MX | Menu Updates | Menu Updates [Menu Triage] Part 1
Outbound only between 9 AM-9 PM Merchant’s local time

### VOICEMAIL

*Hello, this is Ana from DoorDash. It looks like we’ve missed you. We want to continue working with you on your menu update request. Please feel free to contact us at 1-855-973-1040 and/or reply to my email, and for your records, your case number is...
Have a great day!*

Customer Type: Merchant
Issue Category: Menu updates request
Issue: Menu updates
Resolution Category: Other - MX
Resolution: Requested More Information

### ANSWERED

Greet the Merchant: “Hello, this is [your name] from DoorDash. I’m calling about your menu update request. We would love to get this resolved for you as soon as possible. We need the following information in order to move forward.

List of information you need from the Merchant

### MENU TRIAGE

If the MX did not respond on a pending case after 6 hours, push it back to MxSx Menu queue so a teammate can call the Mx for an initial follow up.

If Mx still didn’t respond to the initial follow up, after 6 hours, send it back to the MxSx Menu queue for a second follow-up.

If you still haven’t heard back from the Mx after the second follow up, attempt to outbound the MX a third time. If the outbound is unsuccessful then proceed to Solve the case.

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MX | Account Management | Menu Triage
https://figment.my.salesforce.com/kA02L000000fxxT?srPos=0&srKp=ka0&lang=en_US](https://figment.my.salesforce.com/kA02L000000fxxT?srPos=0&srKp=ka0&lang=en_US

#### WORKFLOW
1. Call back or store ph number
2. Listen
3. Ownership of case
4. Attach KB
5. Email
6. Notes
7. CASE COMPLETION

### CHECKLIST
- [ ] Mx active?
- [ ] Mx partner?
- [ ] Deck Rank?
- [ ] Onboarding?
- [ ] What items need to be updated?:
What Menu(s) need to be updated? (All Day, Lunch, Brunch, Dinner, Catering):
Menu Hours:
Add/remove item:
Are the items bike friendly?
Modifier Changes:
Any specials? (i.e. Daily Specials, Dinner Specials)
Price Change (Did Mx provide menu source reflecting new prices?)
Alcohol (Is addendum signed?)
Special tags (Dietary Restrictions, etc.)

## REVIEW MENU SOURCE
1.  Can you access the content? Is there a functional website or accessible image?
2.  Can you clearly see full item titles and prices?
3.  Are there prices clearly designated for each item?
4.  Are the menu hours listed?
5.  Are any items not bike friendly
6.  Do you fully understand what the Mx wants changed on the menu?

## PREP CASE TO SEND TO FMU TEAM
1. Use Case Notes > Assign to FMU Team
2. Fill Out information necessary for FMU Team to solve case
3. Leave Case in Open Status
4. Transfer case to Queue Full_Menu_Update_Tier_1

## MORE INFO
### Email templates
#### ***More information required specific***

Name(s) and category of where the item(s) should be added to or removed from. Any other detail(s) that will help us to complete the update. The more information we have available, the faster we can help update your menu.

#### ***More information required general***

Hello MERCHANT,

Ana here with DoorDash Escalated Support. I understand you need a Menu Update. However, we need some additional information to ensure all of the needed updates are able to be processed. Please provide clarification for the following information:

INSERT ANY QUESTIONS YOU HAVE HERE

Please provide a clear, updated menu source. This can be in the format of a doc, website link, PDF, clear photograph of the menu, excel spreadsheet, or organized word document. Please ensure all items, modifiers, options, and prices that require an update are included on this source.

To ensure all necessary information is present and we can process the updates, please reply to this email with the required information. Once received, we will complete your update request!

If additional information has been requested, please respond within 3 days. If no response to this case is made after the noted time period, you will be redirected to submit a new case.

Anytime you have issues in the future, please submit a request at https://www.doordash.com/help
You can also reach our live support team at (855) 973-1040.
Menu update requests can be submitted at https://www.doordash.com/merchant/menu_update
And our updated Terms of Service are available at https://www.doordash.com/merchant/merchant-terms

Have a great day!

Cheers,
Ana
DoorDash | Escalated Support

## CASE COMPLETION

1.  Attach the KB if you haven’t already
2.  Ensure account is attached or dispatch call out has been applied
3.  Document your case using **Case Notes > Merchant Tier 3 (General)**
4.  Apply Email Template: **"Info Update"**
5.  Log the Case Details (or if using macro, confirm details are set):

**Issue Category:** Account Management - MX
**Issue Type:** Menu Prices/Items Discrepancy
**Resolution Category:** Account Management - MX
**Resolution Type:** Explained/Updated Account Settings
Case Status: Solved

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MX | Menu Updates | Menu Updates [Menu Triage] Part 1
https://figment.lightning.force.com/lightning/r/Knowledge__kav/ka02L000000MhtcQAC/view#menuupdatesumbission

#### WORKFLOW
1. Call back or store ph number
2. Listen
3. Ownership of case
4. Attach KB
5. Email
6. Notes
7. CASE COMPLETION

### GATHER INFO

- [ ] Store ID
- [ ] Notes updated
- [ ] Name of POS provider

#### PHONE TRANSFER TO
POS - POS Requests Live (warm)

#### EMAIL THE MERCHANT:

*Since you are integrated with a POS menu on DoorDash, you cannot make updates to your menu in the Merchant Portal. Depending on your POS provider, any edits made within the Merchant Portal will be reverted the next time your menu syncs with your POS system. However, this could vary as some POS providers have a live menu sync instead of nightly. The best option is to reach out directly to your POS provider so they can help assist. If you have already contacted your POS provider about your menu and have additional questions or the issue has not been fixed, I can escalate your case to our a POS Specialist.*

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### TRANSFER TO T3
-Mx asking questions about promotions

### TRANSFER TO T1
-Log in failed

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CX, DX, MX | Tools | How & When to Transfer a Case to a Different Team
https://figment.lightning.force.com/lightning/r/Knowledge__kav/ka02L000000bsgVQAQ/view

## ***PHONE***
Customer - Consumer (cold)
Dasher - Dx dash)
Mx T1  - Merchant (warm)
Mx T3 - mxsx cdmx t3 (warm)
Drive - Drive Mx Escalations / Drive Mx LOF (si no responden en el primero) (cold)
Tablet  - Tablet Team / POS Tablet (warm)
POS - POS Requests Live (warm)

Ghost call
Internal | Tools | Phone Workflow

## ***WEB***
New Partners (Activation Requests)
MX | Account Management | Activations and Onboarding Inquiries

MX TIER 3
Web - MxSx PHX T3

MX TIER 1
Web - Merchant

MXP
MxSx - Mx Success Associate

ESP/FR
Es-Web DxSpanish Mx
Fr-Web DxFrench Mx

CATALOG
Catalog Updates - Retail UI

FULL MENU UPDATE
full_menu

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https://figment.lightning.force.com/lightning/r/Knowledge__kav/ka02L000000MhtcQAC/view#menuupdatesumbission
MX | Menu Updates | Menu Updates [Menu Triage] Part 1
#### WORKFLOW
1. Call back or store ph number
2. Listen
3. Ownership of case
4. Attach KB
5. Email
6. Notes
7. CASE COMPLETION

### CHECKLIST

- [ ] Mx active?
- [ ] Mx partner?
- [ ] Deck Rank?
- [ ] Onboarding?
- [ ] What items need to be updated?:
- What Menu(s) need to be updated? (All Day, Lunch, Brunch, Dinner, Catering):
- Menu Hours:
- Add/remove item:
- Are the items bike friendly?
- Modifier Changes:
- Any specials? (i.e. Daily Specials, Dinner Specials)
- Price Change (Did Mx provide menu source reflecting new prices?)
- Alcohol (Is addendum signed?)
- Special tags (Dietary Restrictions, etc.)

## MORE INFO
### Email templates
#### ***More information required specific***

Name(s) and category of where the item(s) should be added to or removed from. Any other detail(s) that will help us to complete the update. The more information we have available, the faster we can help update your menu.

SEND TEMPLATE
#### ***More information required general***

## CASE COMPLETION

1.  Attach the KB if you haven’t already
2.  Ensure account is attached or dispatch call out has been applied
3.  Document your case using **Case Notes > Merchant Tier 3 (General)**
4.  Apply Email Template: **"Info Update"**
5.  Log the Case Details (or if using macro, confirm details are set):

Issue Category: Menu Updates
Issue Type: Menu Update Request
Resolution Category: Account Management - MX
Resolution Type: Explained/Updated Account Settings
Case Status: Solved

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Message the Merchant: “The menu items you are requesting to add are part of our restricted menu item list. Before our Menu Team can make this menu live, these menu items will need to be removed. I will be sending you an email shortly with this list, that way you can reference it on your end and remove the items necessary once you submit your menu to the team.”

DO NOT MAKE ANY UPDATES/EDITS. Merchant cannot update their menu themselves

Apply the macro Merchant Catalog Menu Update Request (3 MCMU)

Document using Case Notes > Merchant > Menu

Log the Case Details and update to (or if using macro, confirm case details are logged as):

Transfer Case to ​​”Catalog Updates - Retail UI”

Leave the case in "Open" Status

POS Catalog Menus should be transferred to this queue and NOT the POS Queue

NOTE: Catalog updates can take up to 8-12 business days depending on the size of the update.

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Troubleshooting
Log in Information

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https://figment.lightning.force.com/lightning/r/Knowledge__kav/ka02L000000JMsRQAW/view

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