EX. CX: I DID NOT GET MY DRINK AND MY BURGER BUN WAS SOGGY TX: I AM SORRY TO HEAR THAT YOU DIDNT GET YOUR DRINK AND YOUR BURGER BUN WAS SOGGY"

AX Thomas: Yes, great job! Hard work pays off in this situation because you now have the first pick of schedules. Way to go!"

Would it be a MD if the Tx did not include the positive sentiment and only educated on the benefits?

Tx: "First off, happy birthday to him and I am sorry this happened. How old are they turning?"

Would it be a MD if the Tx tried to build more rapport by asking how old they are turning?

Attached a sample order for your reference.

Sample scenario: The Dx refused to leave the order at the lobby because he was worried that the Cx might give him a bad rating. Tx promised to document the case so it won't be taken against the Dx which will not address the Dx's concern.

For example:

My entire order is wrong.

The soup leaked and ruined the food.

Assign a Dasher to my order.

Ex: Cx said "My burger is missing" then Tx asked "what item are you missing?"

Sample: Dx is reaching out because he got a flat tire and won't be able to complete the delivery. The Dx tone of voice is just neutral. Is it okay not to empathize or it is required to empathize in this kind of situation wherein Dasher's safety is involved?

If we have the BOT chat & the pre-chat details available with us. Further, looking at the mentioned timestamp do we consider the given statement as NVA as "Chat Opening is not required and the TM mentioned her name as well which has been mentioned already when the Dasher connects with the support agent".

Please suggest how we can approach this.

While I do understand that we do not markdown if the Tx does not acknowledges immediately. But will this scenario merit a markdown since the emotional indicator is present when the Cx said from [May. 18, 2024 - 03:14:25 PM PDT] CX Sharisha: That’s crazy especially for how much I paid to get the food. The Tx first provided the solution from [May. 18, 2024 - 03:15:01 PM PDT] AX Charmaine Kaye: We just issued you $5.00 in DoorDash credits. They are available for immediate use and will automatically apply to your next order. and then provided the acknowledgment before closing the contact from [May. 18, 2024 - 03:15:19 PM PDT] AX Charmaine Kaye: We do apologize for the inconvenience.

Ex: "I understand the inconvenience this has caused you. Waiting this much for your meal is just not right. I can totally see why you would be upset."

Can we consider this as an over the top acknowledgment or empathy or this something that we can tagged as a coaching opportunity?

The Consumer:

[May. 18, 2024 - 08:25:28 PM PDT] CX Michael A: I thought it's been longer
[May. 18, 2024 - 08:26:30 PM PDT] CX Michael A: but anyway, the pizza normally is fully sealed from this merchant, and I did request for the item to be left at the door

The Teammate:

[May. 18, 2024 - 08:26:57 PM PDT] AX Maricel: Completely understand, I would be upset as well. Let me see what I can do to make this right! Also, I'll see if there's anything I can do to make these deliveries more seamless for you in the future.

Ax: what item are you missing?

In this case, asking what item was missing is still pertinent and should not be a markdown in 1.2?

2. For issues where Dx was unable to mark "Drive" order as delivered, is it also a MD if Tx asks the Dx if they're getting an error message even if this step to ask is not part of the process for Drive order?

Dx's verbatim at ts 00:38 -- "There is no order. They said it's already been picked up"

Tx's response - "Thank you"

Dx's verbatim at ts 1:00-- "You want me to ask them to make it again?"

Tx's response - "Can you please tell the Mx I'm calling now regarding the order?"

Although we know that this will be OOTC in 1.4 but the Tx failed to acknowledge those emotional indicators as evident on the Tx's responses. Will that be a MD in 1.2 or still a Yes because the Tx was just following the WFT?

If there was no emotional indicator, and Cx just said onset of the call, "I have a notification from my bank account that DD charged me for $9.99/$96.00 on my card." Is it going to be a MD if TX will just provide an action statement? or Tx should display sentiment by simply saying, "Sorry about the charges", thinking that Cx was not aware that he/she was subscribed to Dashpass and for Cx it is an unauthorized charge.

Case number: 571986752 The DX wants to know her DasherDirect account balance. To provide the available balance on her DasherDirect account.
Sample message: Your available balance on your DasherDirect Account is (amount). - based on the KB DX | Internal | DasherDirect [Dedicated POD]

Additional messaging: KB: DX | Internal | DasherDirect [Dedicated POD]
>>> Sample message: Your available balance on your DasherDirect Account is (amount).
WFT: Pay Issue (Dx)
>>> DasherDirect Account Balance flow.
>>> 
1. SAMPLE MESSAGE: The maximum balance allowed in your DasherDirect Business Prepaid Visa Account, Rewards account, and Goal account combined is $25,000, once the account reaches this limit, the payments and deposits will decline and be routed back to your original payment method.

I just wanted to confirm if we need to provide an acknowledgment for scenarios where the issue is being cause by a feature on the app/website. For example the Cx said [May. 25, 2024 - 07:58:10 PM PDT] CX Jacob: i need order changed to leave at door but can’t find option

With this scenario, Resolution was provided.

Tx: I have successfully processed a refund back to your original payment for the amount NZ$19.63. You will be receiving an email confirmation. Tx: "Because I haven't hear you quite sometimes. I will end the chat and you may contact us back via self help."

The Cx was very furious about what happened. She canceled the double order but did not get the refund. The Cx provided a very lengthy explanation of the issue and the Tx's response was just "Sorry for the inconvenience. But let me check what I can further do"

Tx's response agitated the Cx. The Cx said, "This is anger . . .inconvenience is one thing. This is furious"

Tx's response didn't seem to match the Cx's sentiment. Will this be a MD or just a coaching opp?

Would like to know your take as this doesn't seem to recognize any emotions, rather just stating the issue in different words then providing reassurance.

If the Tx provided a disparaging comment against another Cx type.

ts 01:28 - "You know what, there's a lot of Customers that is actually a freeloader, asking for free food"

Will this be a MD for both 1.2 and 3.1?

1.2 - for moving away from the resolution

3.1 - for unprofessional conduct

I would just like to confirm if parroting what the Cx said is an acceptable acknowledgment statement or should this be a markdown?

[May. 28, 2024 - 05:54:36 PM PDT] CX Remii: Received someone else's order
[May. 28, 2024 - 05:56:13 PM PDT] CX Remii: but i received the wrong order

[May. 28, 2024 - 05:56:26 PM PDT] AX Ritche: I can see that you received someone's order. let me check your order first.

TS [May. 14, 2024 - 04:06:01 PM PDT] AX Sheryll: did you already pick up the order?
-Asking the Dx if he already picked up the order was non value adding since Tx can check in THQ if there's an event "Driver Picked Up".

For instances like this, shall we just coach the Tx based on the new update in 1.2 or will it still be a markdown?

For payment discrepancies or the DX reporting a missing pay on their account however, was only displaying a neutral tone. The TX proceeds to providing resolution and was not able to acknowledge the issue or empathize with the DX.

Should it merit a MD under 1.2 since the issue raised by the DX was regarding payment? Thank you!

Just checking if this is still a markdown in 1.2.

Cx: I want to report a missing item.

Tx: Can I know which item was incorrect?

Is this considered a markdown in 1.2 since Tx's probing somehow moved away from the Cx's issue?

For scenarios where there were no emotional indicators shown by the Dasher, are Teammates required to provide an action statement like "Let me help you with that." or they can just focus in resolving the issue by providing direct actions in resolving the issue.

Example:

(Phone)

Dx: "They said that another Dasher took the order."

Tx: "Is it the order for (Cx name)?

Dx: "Yes."

Tx: (performed the steps in the WFT)

"Does this Mx requires Dx to pick up orders from a rack?"

Will this Teammate merit a MD in 1.2 for not providing "verbal acknowledgment" of the issue?

[Jun. 02, 2024 - 03:02:16 AM PDT] AX Erika: Upon checking, I can issue a refund of $61.24 that may take 3 business days to reflect, or for immediate use, credits will be best, which would you prefer?
[Jun. 02, 2024 - 03:02:37 AM PDT] CX Jimbo D: Refund
[Jun. 02, 2024 - 03:02:55 AM PDT] AX Erika: Upon checking, I can issue a refund of $61.24 that may take 3 business days to reflect, or for immediate use, credits will be best, which would you prefer?
[Jun. 02, 2024 - 03:03:11 AM PDT] AX Erika: In the case of an adjustment, you won't see a separate refund — the new order total will be reflected on your statement within 3 business days.

Just a clarification on identifying if empathy should be provided or not.

a) For IB calls wherein the CX sounded nonchalant/neutral and was just stating/listing down the issue with their account/order, no emotional indicator observed, or any nuances in tone that would indicate any emotion. Is empathy still needed for this kind of scenario?

b) I also found a sample case 606237474 that fits the criteria above. However, CX mentioned: "I don't need it anymore. I don't use DoorDash anymore." ~ would this be considered as an emotional indicator/dissatisfaction (despite their tone) which warrants empathy?

Looking forward to your insights ♥

[Jun. 11, 2024 - 03:22:47 AM PDT] AX Maria Maryjane: Hi Clayton.
[Jun. 11, 2024 - 03:22:59 AM PDT] AX Maria Maryjane: I understand that there is an issue with your order. Let me check this.
[Jun. 11, 2024 - 03:24:55 AM PDT] AX Maria Maryjane: I'm sorry to know that there is an with the food. Let me look into this.
[Jun. 11, 2024 - 03:25:17 AM PDT] CX Clayton D: Thank you 😊

I would just like to confirm if this should be a markdown for 1.2 for not matching the Cx sentiment? since the Cx was being descriptive about the problem the Tx should created a tailor fit response for the issue that was presented.

Case Number: 607303870

Cx: [Jun. 09, 2024 - 04:24:45 PM PDT] CX Scott R: the dasher left the order outside, no clue as to why since my door is next to the front door inside and I gave a code in the instructions, I came out to another person with my food into their hands trying to take it so I want to remove my tip.

Tx: [Jun. 09, 2024 - 04:25:23 PM PDT] AX Shiela Eunice: Apologize for that happen to your order.

To my understanding per partner guidance per teammate guidance, There is no limitation to what can be said - a simple “I'm sorry this happened, let's get this fixed” or something more creative, “not having a coffee in the morning is the worst, here is what we can do” is acceptable.

I'd like to confirm if the Tx asks for time to place the Dx and only last a few seconds, is it still a MD?

Looking forward hearing from you!

For scenarios like long wait at the Mx, will the Tx have to acknowledge? Example scenario.

[Jun. 12, 2024 - 11:33:16 AM PDT] (Ax Joined) ----You are now connected to our support agent Tabanao----
[Jun. 12, 2024 - 11:33:29 AM PDT] AX Tabanao: Hi . How may I help you?
[Jun. 12, 2024 - 11:33:39 AM PDT] DX Gabrielle : I’ve been waiting for the order for over 20 minutes
[Jun. 12, 2024 - 11:34:09 AM PDT] DX Gabrielle : The order isn’t ready
[Jun. 12, 2024 - 11:34:21 AM PDT] AX Tabanao: Please use the self-help option to report your long wait: -Once at the store's location, tap on "?" -Select "Store has an issue" option > “Order has long wait time”.

I would like to confirm if this would be a markdown in 2  Did the teammate recognize and address clear customer emotions, while remaining focused on the resolution? Since the Cx said from

[Jun. 15, 2024 - 03:14:48 PM PDT] AX Irish Jane: Aside from your order credits , I would like to offer you an exclusive $10 credit to recognize you as one of our most loyal and valued customers. I'll get that processed on your DoorDash account now
[Jun. 15, 2024 - 03:14:55 PM PDT] AX Irish Jane: I processed a total of $20.54 credits back to your account.
[Jun. 15, 2024 - 03:15:03 PM PDT] CX Carmen: That was a order in a doble door dash and now I need to spend for another order delivery 😞
[Jun. 15, 2024 - 03:15:51 PM PDT] CX Carmen: Ok thank you berry much
[Jun. 15, 2024 - 03:16:13 PM PDT] AX Irish Jane: It was my pleasure to assist you today and thanks again for being one of our most loyal DoorDash customers.
[Jun. 15, 2024 - 03:16:27 PM PDT] CX Carmen: Thank you do much
[Jun. 15, 2024 - 03:16:41 PM PDT] (End of Ax Transcript) ----Chat ended----

Because of the 😞 and the Cx said I need to spend for another order delivery ?

I would just like to confirm for CnR abusers and cases in False Positive, does the Tx need to always acknowledge the Cx pushback or frustration being mentioned because we cannot provide a compensation? and will it be a markdown if they didn't do so. The Tx was able to provide an acknowledgment or empathy on the first part of the chat though. Here is the sample case for reference: 609343153.

Chat with bot:

[Jun. 15, 2024 - 06:13:25 PM PDT] CX: Unauthorized charge

Teammate's first response after the customer was connected:

[Jun. 15, 2024 - 06:14:19 PM PDT] AX: It is disturbing seeing an unauthorized charge on your account. Let's start checking on this.

I would just like to confirm if this needs to be acknowledge after the resolution was provided?

[Jun. 13, 2024 - 09:52:34 AM PDT] AX Angelica: We have processed a full refund of credits back to the account. Credits appear immediately and will automatically apply to your next order.
[Jun. 13, 2024 - 09:53:08 AM PDT] AX Angelica: Have I resolved your concern today?
[Jun. 13, 2024 - 09:53:34 AM PDT] CX Tallen B: so i have 15$ n credits
[Jun. 13, 2024 - 09:53:56 AM PDT] AX Angelica: Yes
[Jun. 13, 2024 - 09:54:47 AM PDT] CX Tallen B: thanks as long as i can spend it i did need it on cash app but if this all you can do then this is fine
[Jun. 13, 2024 - 09:55:01 AM PDT] AX Angelica: You're welcome! Thank you for contacting DoorDash!
[Jun. 13, 2024 - 09:55:04 AM PDT] (End of Ax Transcript) ----Chat ended----

If a Dasher reached out and provided a concern with a monotonous tone

 (eg. "I am having trouble logging into my account and it wants me to verify my phone number. I asked for it to send the code twice and it's not showing on my phone.") Should we require an acknowledgment?

I just wanted to confirm, do we need to provide an acknowledgment for this issue? The Cx said [Jun. 23, 2024 - 01:10:03 PM PDT] CX Adriana Rodriguez: There was something in my sandwich hard, mc chicken sandwich. To my understanding there's no emotional indicator present and the Cx was just direct to the point with her explanation.

I would just like to confirm if the TS [Jun. 23, 2024 - 05:33:09 AM PDT] needs to also be acknowledge or it's no longer needed since the Tx already provided an acknowledgment prior to it which is also the same issue reported in the pre-chat or bot.

[Jun. 23, 2024 - 05:31:32 AM PDT] Bot Support Bot: You can select one of the options below. If it's something else, please describe your issue.
[Jun. 23, 2024 - 05:32:18 AM PDT] CX Iiana Weott: My complete order is messed up and I would like a refund for my tip because your driver knew he spilled my stuff
[Jun. 23, 2024 - 05:32:36 AM PDT] (Ax Joined) ----You are now connected to our support agent Angelica----
[Jun. 23, 2024 - 05:32:42 AM PDT] AX Angelica: Hi Iiana, thank you for being a DashPass member!
[Jun. 23, 2024 - 05:33:00 AM PDT] AX Angelica: This is indeed upsetting, let's get this sorted out.
[Jun. 23, 2024 - 05:33:09 AM PDT] CX Iiana Weott: And your driver knew he spilled it because he handed me my bag and ran off
[Jun. 23, 2024 - 05:33:30 AM PDT] AX Angelica: The tip was adjusted to $0.00.

I'd like to confirm, if the Tx does not use the proper level of acknowledge would be considered a MD or could it be considered a coachable point?

Example: 612621369

[Jun. 24, 2024 - 03:36:45 PM PDT] DX John: Por esto es q uno no quiere hacer las entregas en efectivo pero después si uno la rechaza le colocan una amonestación

(That's why you never want to order cash on delivery, because you get penalized.)
[Jun. 24, 2024 - 03:37:07 PM PDT] AX Juan: Entiendo su punto de vista (I get you point of view)

I just wanted to confirm if this will be a markdown or a coaching opportunity for using the same empathy or acknowledgment statement which is I'm sorry for what happened.

[Jun. 30, 2024 - 02:44:49 AM PDT] (Ax Joined) ----You are now connected to our support agent Maria Loren Anne----
[Jun. 30, 2024 - 02:45:31 AM PDT] CX Hayden Albrecht: Just want refund for drink
[Jun. 30, 2024 - 02:46:18 AM PDT] AX Maria Loren Anne: Thank you for reaching out to DoorDash and being one of our most loyal customers. Let's sort this out!
[Jun. 30, 2024 - 02:47:00 AM PDT] AX Maria Loren Anne: I'm sorry for what happened, Can you clarify your issue?
[Jun. 30, 2024 - 02:47:13 AM PDT] AX Maria Loren Anne: Are we still connected to chat?
[Jun. 30, 2024 - 02:47:17 AM PDT] CX Hayden Albrecht: The drink did not arrive
[Jun. 30, 2024 - 02:47:41 AM PDT] AX Maria Loren Anne: I'm sorry for what happened, Let me work on it.

I just wanted to confirm will the highlighted phrase require an acknowledgment? I'm viewing it as just a follow up question with no sentiment involve.

[Jun. 30, 2024 - 04:41:30 AM PDT] CX jenny houser: credits, is it possible for me to switch which mcdonald’s my order is going to? i never want to order from that one again
[Jun. 30, 2024 - 04:42:04 AM PDT] AX Angelica: I processed a total of $24.32 credits. It is available for immediate use and will apply to your next order.
[Jun. 30, 2024 - 04:43:08 AM PDT] AX Angelica: You may search for other location however, if this is the nearest, your order may get placed to the same location.
[Jun. 30, 2024 - 04:43:15 AM PDT] AX Angelica: You may also submit your feedback to the store using Order tab on your Doordash App.
[Jun. 30, 2024 - 04:43:33 AM PDT] CX jenny houser: thank you so much for your help

I would just like to confirm if this is considered as an over the top acknowledgment or empathy

[Jul. 02, 2024 - 02:38:20 PM PDT] CX Alexandra Benedetto: There was a spider in my salad.

[Jul. 02, 2024 - 02:38:54 PM PDT] AX Jade: That sounds terrible that your food has spider in it. I apologize on behalf of DoorDash for the poor experience with this restaurant. We will share this information with our partners so they can improve their service. Let’s go ahead and get this fixed for you right away!

I just wanted to confirm if this is a markdown for failing to acknowledge the positive indicator [Jul. 03, 2024 - 02:26:07 PM PDT] CX Myra: this is great. Thank you? or if this would still be good since the Tx did say from [Jul. 03, 2024 - 02:26:31 PM PDT] AX Marilaine: It was my pleasure to assist you today.

[Jul. 03, 2024 - 02:25:09 PM PDT] AX Marilaine: also I would like to offer you an exclusive $10 credit to recognize you as one of our most loyal and valued customers. I'll get that processed on your DoorDash account now!
[Jul. 03, 2024 - 02:25:55 PM PDT] AX Marilaine: are we still connected?
[Jul. 03, 2024 - 02:26:01 PM PDT] CX Myra: yes.
[Jul. 03, 2024 - 02:26:07 PM PDT] CX Myra: this is great. Thank you
[Jul. 03, 2024 - 02:26:15 PM PDT] AX Marilaine: We have processed a $10.85 refund of credits back to the account and will automatically apply to your next order
[Jul. 03, 2024 - 02:26:22 PM PDT] CX Myra: Thank you
[Jul. 03, 2024 - 02:26:31 PM PDT] AX Marilaine: It was my pleasure to assist you today and thanks again for being one of our most loyal DoorDash customers.
[Jul. 03, 2024 - 02:26:41 PM PDT] CX Myra: you have a good night
[Jul. 03, 2024 - 02:26:51 PM PDT] AX Marilaine: You too, Bye!
[Jul. 03, 2024 - 02:26:56 PM PDT] CX Myra: bye
[Jul. 03, 2024 - 02:27:01 PM PDT] (End of Ax Transcript) ----Chat ended----

I would just like to confirm if we would consider this an over the top empathy? The acknowledgment provided from Jun. 29, 2024 - 02:39:43 PM PDT] AX Nina Arvel: Sorry to know that you had issue with your order, Let me help you with this was intended for the details in evidence in THQ which the Cx said “There was the hair inside the Big Mac burger” The Cx provided details again and said from [Jun. 29, 2024 - 02:40:03 PM PDT] CX Ankita S: Hey I just order food from McDonald and when I was eating I got hair in my food it went inside my mouth which the Tx responded by saying [Jun. 29, 2024 - 02:40:37 PM PDT] AX Nina Arvel: Sorry about it, Let me help you.

Case Number: 614426025

Evidence:

Description - “Received no brisket and just 4 small meatballs. The bubble teas were not made correctly and seem a bit old like they were already prepackaged. This is really frustrating bc this is the second time I’ve had to order my dinner”

[Jul. 02, 2024 - 07:04:30 PM PDT] AX Jan Marini: I really do apologize that your order is not prepared correctly. Let's sort this out.
[Jul. 02, 2024 - 07:04:35 PM PDT] CX Emily K: Thank u
[Jul. 02, 2024 - 07:04:54 PM PDT] AX Jan Marini: No worries. Allow me a minute or two to go over your order.
[Jul. 02, 2024 - 07:04:56 PM PDT] CX Emily K: Received no brisket and just 4 small meatballs. The bubble teas were not made correctly and seem a bit old like they were already prepackaged. This is really frustrating bc this is the second time I’ve had to order my dinner
[Jul. 02, 2024 - 07:05:03 PM PDT] CX Emily K: Ok great
[Jul. 02, 2024 - 07:05:06 PM PDT] CX Emily K: Thank u
[Jul. 02, 2024 - 07:06:01 PM PDT] AX Jan Marini: Appreciate your patience.
[Jul. 02, 2024 - 07:06:17 PM PDT] AX Jan Marini: Please share a picture of the x2 Milk teas you received.

I just wanted to confirm if this needs an acknowledgment? I feel like it should since the Cx said the location was not changed successfully?

[Jul. 03, 2024 - 10:05:02 PM PDT] (Ax Joined) ----You are now connected to our support agent Grace----
[Jul. 03, 2024 - 10:06:01 PM PDT] CX Kim W: Address should’ve been 105 s 16th
[Jul. 03, 2024 - 10:06:16 PM PDT] AX Grace: Hi Kim, thank you for being one of DoorDash's most loyal customers!
[Jul. 03, 2024 - 10:06:18 PM PDT] AX Grace: Let me sort this out.
[Jul. 03, 2024 - 10:06:31 PM PDT] CX Kim W: I thought it picked up my location but I guess not
[Jul. 03, 2024 - 10:06:55 PM PDT] CX Kim W: I tried to contact my dasher as well
[Jul. 03, 2024 - 10:07:07 PM PDT] AX Grace: What is the complete address?

I would just like to confirm if this needs an acknowledgment? I feel like there is no need for it since the Cx just reexplain the reason why he doesn't want the pause the membership & Tx was able to provide an acknowledgment on the first part of the interaction.

Case Number: 615964102

[Jul. 03, 2024 - 03:55:46 PM PDT] CX Maximo: No please I want a refund I did canceled more than a week ago and I have been charged today
[Jul. 03, 2024 - 03:56:13 PM PDT] AX Dorcas Kaye: DashPass subscription has been successfully cancelled. You will no longer be able to use the DashPass benefits starting today.

Just wanted a clarification

If the initial Tx has already acknowledged the emotions of the Cx, and the chat gets disconnected as Cx was unresponsive in the middle of the interaction and later reconnected with a different Tx, does the new Tx need to acknowledge the emotions again?

Would this be a markdown for missing to acknowledge the positive indicator?

[Jul. 08, 2024 - 06:04:15 PM PDT] CX Joshua D: i appreciate you Ma. Donita
[Jul. 08, 2024 - 06:05:46 PM PDT] AX Ma. Donita: To make up for the missing credit, I added $5.00 credits back to your account, available for immediate use and will apply automatically on the next order.
[Jul. 08, 2024 - 06:07:04 PM PDT] AX Ma. Donita: Have I resolved your order concerns?
[Jul. 08, 2024 - 06:07:19 PM PDT] CX Joshua D: yes i love you
[Jul. 08, 2024 - 06:07:29 PM PDT] (End of Ax Transcript) ----Joshua D has left the chat.----

The Dx could not find the Cx.

Tx failed to show understanding of the issue because her probing question was irrelevant to the Dx's concern.

Tx asked " You mentioned that the order is not with the merchant system is that what you mean?"

After the Dx repeated the concern, Tx was able to acknowledge by saying "i'm sorry to hear that you weren't able to get in touch with the customer". Will it still be a MD in 1.2 for asking an irrelevant question at first or should it only be in 1.1? Will this also be a MD in 1.4 since we caused the Dx to repeat the issue all over again?

Cx: It’s a pepperoni pizza and I can’t eat that cuz of my religion

Tx: This is not what we want for our DoorDash customers.

I feel like there's an attempt from the Tx to connect but lacking with an action statement.

I would just like to confirm if we need to acknowledge the details on the pre-chat when the Cx said [Jul. 12, 2024 - 07:53:33 PM PDT] CX Zakiyyah S: it's not giving me that option. I feel like the response of the Tx [Jul. 12, 2024 - 07:56:22 PM PDT] AX Rafoncel: I can see that a Dasher is assigned to your order, since that's the case, you will now have the option to chat them in the app. is not appropriate & should have been acknowledge by the Tx. I feel like this should be a markdown.

The case number: 619317086

I just wanted to confirm, do we need to provide an acknowledgment for this issue? To my understanding there's no emotional indicator present.

[Jul. 10, 2024 - 11:21:13 AM PDT] CX Deseray Engels: I have been getting charged on my bank account through door dash with different totals than what app charged me Im being over charged
[Jul. 10, 2024 - 11:21:20 AM PDT] Bot Support Bot: I'm sorry to hear about the overcharge issue. I can connect you to a live agent who can assist you with resolving this concern. Would you like me to do that?
[Jul. 10, 2024 - 11:22:23 AM PDT] CX Deseray Engels: Yes
[Jul. 10, 2024 - 11:22:26 AM PDT] Bot Support Bot: Got it, let me escalate this to a live agent. This should just take a minute while I share the details of your issue.
[Jul. 10, 2024 - 11:22:26 AM PDT] (Cx Escalation Request) ----Connecting you with an agent...----
[Jul. 10, 2024 - 11:22:59 AM PDT] (Ax Joined) ----You are now connected to our support agent Mikee----
[Jul. 10, 2024 - 11:23:18 AM PDT] AX Mikee: Hi Deseray, let me sort this out for you.
[Jul. 10, 2024 - 11:23:33 AM PDT] AX Mikee: Can you please send the screenshot of the charge?
[Jul. 10, 2024 - 11:23:49 AM PDT] CX Deseray Engels: Im on the phone with my bank currently you guys charged $33.38 on July 9th than again today removed $25
[Jul. 10, 2024 - 11:23:56 AM PDT] CX Deseray Engels: Yes I’ll send screenshot
[Jul. 10, 2024 - 11:24:59 AM PDT] AX Mikee: Thanks Deseray, and also can you please confirm your email address and the last 4 digits of the card that was charge?

I would just like to confirm for scenarios where the Cx said no need to apologize, can the Tx just proceed with the resolution? Like for the example below?

[Jul. 12, 2024 - 08:16:55 PM PDT] CX Jen Mok: But my husband was not going to take the chance and continue eating his burrito either
[Jul. 12, 2024 - 08:17:06 PM PDT] CX Jen Mok: So unappetizing
[Jul. 12, 2024 - 08:18:07 PM PDT] CX Jen Mok: And it’s not your fault! No need to apologize, I’m just slightly freaking out
[Jul. 12, 2024 - 08:18:23 PM PDT] AX Rufa Mae: We can only issue a refund for the affected item, Jen.

May i please confirm if this a valid markdown for 1.2 or 2 because the Tx just said [Jul. 13, 2024 - 05:41:12 PM PDT] AX Ryan Christopher: I understand. though the Cx was providing plenty of details of about the problem which also involves safety concern.

The case number is 619673520

May I please confirm if we can accept the statement: [Jul. 17, 2024 - 12:30:44 AM PDT] AX Shailyn: That is definitely not the experience we want for you. as an acknowledgment statement with coaching?

[Jul. 17, 2024 - 12:30:22 AM PDT] CX Gabe S: I ordered chicken nuggets from McDonald’s and they’re practically raw
[Jul. 17, 2024 - 12:30:44 AM PDT] AX Shailyn: That is definitely not the experience we want for you.

And if we also need to acknowledge: [Jul. 17, 2024 - 12:32:47 AM PDT] CX Gabe S: Of course and thank you for your support and patience. I don’t like to complain but I can’t eat these

case number: 620862871

May I please confirm if this is an acceptable acknowledgment? or should this be a markdown in 1.2 or 2?

[Jul. 14, 2024 - 03:16:28 PM PDT] CX Ashley Cohen: no, but if an order is already talking longer than the estimate, sending them in the opposite direction is a bad idea
[Jul. 14, 2024 - 03:16:43 PM PDT] CX Ashley Cohen: i should really be compensated in some way
[Jul. 14, 2024 - 03:17:20 PM PDT] AX Mark Daryl: That is noted, we constantly review customers feedback to further improved our service.

May I please confirm if we need to also acknowledge, options that were not provided by either the app or web based on the Cx? For example:

[Jul. 14, 2024 - 04:24:04 PM PDT] CX Jasmine Marchese: It said I was offered a refund for it but I didn’t see that, it just took me directly to speaking to an agent

[Jul. 14, 2024 - 04:24:19 PM PDT] AX Jasmine: We are able to offer redelivery, if you'd like a refund instead, we can process $4.19 in DoorDash credits that is available immediately and will automatically apply to your next order or a refund to your payment method which will take a few business days.

Seeking assistance to confirm if this is a valid markdown due to the Tx missing the mark when the Cx said from

[Jul. 16, 2024 - 10:30:42 AM PDT] CX Rebecca Brandt: Requested no grains on salad they put them on unable to eat due to allergy.

The emotional indicator or underlying tone is when the Cx is being dissatisfied that the request was not followed & now she is unable to eat the salad. The Tx should acknowledge it. However, The Tx just said from

[Jul. 16, 2024 - 10:31:15 AM PDT] AX Lie Ann: Please give me a minute or two while I see what I can do here

[Jul. 16, 2024 - 10:31:20 AM PDT] AX Lie Ann: Are you able to send a photo of the order you received?

It was mentioned before that "I understand" is not equivalent to an emotional empathy. What if it is followed by the specific issue? Is this still a MD in 1.2? The Dx reported that the order had been picked up by another Dx. Tx's verbatim "I understand your concern that the order is already been pick up by another dash let me go ahead and check what we can do about this order"

May I please confirm if this will pass as a form of acknowledgment/ empathy with coaching opportunity or a hard markdown?

The Cx said in the evidence section: “THERES PLASTIC IN MY FOOD”

The Tx replied and said from: Now that I am aware of your food quality issue, I will definitely do my best to fix it for you.

Case Number: 624389164

May I please confirm if it would still be good or now a markdown in 1.2 or 2 if the Tx added an emotion to their acknowledgment or empathy though the Cx is not displaying any negative emotion such as being upset or frustrated? For example:

[Jul. 28, 2024 - 11:23:02 AM PDT] CX Jacob: The styrofoam container is completely melted and contaminating the food. The food is unsafe to eat. I would like a refund for this entreee.

[Jul. 28, 2024 - 11:23:52 AM PDT] AX Diane: I'm sorry to hear that this happened to your order. I would be upset as well if it is happens to me. Let me sort it out.

It was mentioned that, "I understand." is not equivalent to an emotional/verbal empathy statement. QA initially provided a markdown because the customer said she locked her CashApp card that's why she doesn't know how the charge came out (TS: 00:26).

QA's recommended response was, "I'm sorry to hear you got charged $96.00 even if your CashApp card was locked. Let me help you."

The teammate's verbatim was, "I totally understand about that but in order for you for me to check the DashPass of the ninety six dollars that was charged, can I have the last four digits of the card where it was charged?" (TS: 00:33).

May I please confirm if the acknowledgment/empathy [Jul. 30, 2024 - 10:11:35 AM PDT] AX Sherlyn: I understand how important it is to get your order in time. would be an acceptable for the Cx sentiment [Jul. 30, 2024 - 10:11:29 AM PDT] CX Jascha Van Burkleo: My dasher seems to have more than one stop before me. My order is from a fast food restaurant and I’m worried about the quality by the time they get here.

And also if we need to acknowledge the sentiment- [Jul. 30, 2024 - 10:11:59 AM PDT] CX Jascha Van Burkleo: But that lowers the quality of my order? The Tx only educated the Cx on how the Dx stores hot food in insulated bags.

The case number is 625370381.

Sample Case: 625728985

[Jul. 31, 2024 - 11:11:54 AM PDT] DX Sujata: sorry for that
[Jul. 31, 2024 - 11:12:11 AM PDT] AX Mary Fatima Grace: I understand where you're coming from.
[Jul. 31, 2024 - 11:12:32 AM PDT] DX Sujata: sorry
[Jul. 31, 2024 - 11:12:33 AM PDT] AX Mary Fatima Grace: Order has been cancelled, you will receive half pay. Kindly safely dispose the item. Thanks!
[Jul. 31, 2024 - 11:13:16 AM PDT] DX Sujata: where are you coming from mean
[Jul. 31, 2024 - 11:13:29 AM PDT] DX Sujata: why asking that question
[Jul. 31, 2024 - 11:13:52 AM PDT] AX Mary Fatima Grace: I meant that I totally understand your situation.

Thank you!

Sample case #: 626010590.

• CX: I would like to know why is ny account locked or disabled once again I created a new account because of my last account same thing what is going on I’ve tried to fix the last one it didn’t work

• Previous teammate: I'm sorry to hear your account was locked or disabled once again.

Previous teammate: Can you please confirm the email address and phone number associated with your DoorDash account?

• CX: Why is this starting to happen am I not allowed to use door dash is my address blocked am I blocked what is the problem

(Chat Transferred)

• Current Teammate: Hi. Let me check the account real quick.

• Cx: Ok

The statement is ''We can process $6.00 for this as DoorDash credits or refund back to your original payment method. Credits can be used directly on your next order while refund takes 3-7 business days, so may I know which would you prefer?''

CX: hi i put up an order like around eight o'clock this morning and the first door that that received my order she picked up the item but she never found the place so the order was reassigned and there have been like several different door dashes that have gone to ten more to try to pick up the order and well there's no order there so i'm assuming that the first bachelor's stay with the item and the well that's where we're at i never received my stuff because they keep going up to the store and there's no items there because the like i said the first door that's kept the things .

Tx:Umh i'm sorry to hear that yeah so what will be your address do you want to cancel the order"

May we consider the phrase: it will be cold since there hasn't been a dasher for so long as an emotional indicator on this conversation that will need an acknowledgment? To me I will tagged it as a Yes still because it seems just an additional context to the question which the Tx did a great job answering.

[Aug. 04, 2024 - 01:42:29 AM PDT] AX Elieza: I have issued $10.00 credits to your account.

[Aug. 04, 2024 - 01:43:10 AM PDT] CX Tiffany E: Thank you! Will the restaurant make new food? it will be cold since there hasn't been a dasher for so long

[Aug. 04, 2024 - 01:43:30 AM PDT] AX Elieza: You're welcome. Rest assured the order will be delivered in good condition. Dashers are equipped with thermal bags to ensure food will arrive in correct temperature.

I would just like to confirm if this needs to be acknowledge before the resolution was provided?

[Aug. 01, 2024 - 03:25:53 PM PDT] AX Mary Rose: I know how important is it to receive your food on time and this may not make up for it, but please let me give you DoorDash credits for your time or we can cancel. What do you prefer?
[Aug. 01, 2024 - 03:26:51 PM PDT] AX Mary Rose: Jonathan, are you still connected to this chat?
[Aug. 01, 2024 - 03:26:56 PM PDT] CX Jonathan C: Credits would be fine
[Aug. 01, 2024 - 03:27:33 PM PDT] CX Jonathan C: Yes I am sorry I didn't get notification, and I'm sorry if come across as impatient
[Aug. 01, 2024 - 03:27:44 PM PDT] AX Mary Rose: I processed CA$5.00 for your time. They are available for immediate use.

case number: 626193524

May we please ask for your insights on case 622614104.. The Cx stated all the items he ordered that is why the explanation became lengthy but he was only missing 1 item. We don't think there's an emotional indicator on this call but missing an item could be frustrating. Should we still provide an empathy statement on this scenario or is this an example of a "lengthy explanation" that is just stating their issue and not really dissatisfaction etc?

Cx said: Hi thank you. I didn’t get my 12 inch pizza and it said I needed to chat with u

Tx said: I apologize for the inconvenience about your missing 12 inch pizza I know how important to received your complete order. Lets work out the best solution to make this up for you.

Case # 625790907 - is the response provided by Tx an over the top empathy? Cx did not really provide much dissatisfaction and just stated that they did not receive their pizza. A simple apology would work but Tx decided to add "I know how important" with the action statement that prolonged the response.

Dx provided a detailed explanation on what happened and explaining that the app is asking him to chat with an agent why the explanation is lengthy. We don't think that there is no emotional indicator but being unbale to complete a delivery and receiving messages to contact support could be frustrating. Is this kind of situation/tone of voice should not be provided an empathy or needs to be considered as "lengthy explanation"?

May we please consider this as a markdown in 1.2 for Discussing irrelevant information?

Case Number: 628925439

The Cx already said in the pre-chat: [Aug. 09, 2024 - 08:39:16 AM PDT] CX Robert Ladnier: Why is the driver coming from new cut road kfc?

After being connected with the Tx, the Cx said

[Aug. 09, 2024 - 08:40:33 AM PDT] CX Robert Ladnier: Why is the driver coming so far away I ripped $4 due to a kfc being a mile from me
[Aug. 09, 2024 - 08:40:47 AM PDT] CX Robert Ladnier: I feel bad for the dasher driving 6 miles from a location further away

The Tx provided a response and said from [Aug. 09, 2024 - 08:42:03 AM PDT] AX Cezly: As per checking here, this store location is at 5462 New Cut Rd, Louisville KY 40214-4253, United States

Providing the store location is no longer relevant to the solution because 1. The Cx is well aware of it as mentioned in the pre-chat and earlier responses and 2. The question of the Cx is why it was placed from a far away.

May I please confirm if we need to provide an acknowledgment for multiple issues being reported in 1 item? the Cx said from

[Aug. 15, 2024 - 04:58:48 PM PDT] CX Swathi Ganesh: The latte and the iced latte is fine. The honey latte has spilled everywhere and it’s soggy
[Aug. 15, 2024 - 05:00:48 PM PDT] AX Mae Margarette: Thank you for providing those information. I am able to offer $6.27 back. Should we do credits so you can use it immediately and will automatically be applied to your next order or back to your card which will take 3 business days?

• Empathy cannot be delivered through a singular statement. Empathy can be demonstrated holistically by your actions that ladder up to the customer’s issue, feeling, and desired outcome.

• Empathy should reflect the situation. If it’s a request that reflects data such as address change, some type of update, that’s empathy through action, it’s technical. If someone phones in showing emotional sides of the concern, emotional empathy can be used.

Normally, we only provide a markdown for missing to provide verbal empathy when needed under Did the teammate recognize and address clear customer emotions while remaining focused on the resolution?

The teammate said, "Will have this noted."

Are we expecting to see any documentation in the case (possible markdown under 2.1 if there's no documentation) or we can take it as a way of the teammate to acknowledge the customer's feedback?

Cx: thank you ! please make the restaurant aware of possible this is very dangerous to sell expired meat

Tx: Will have this noted. Thank you for using DoorDash. Bye for now!

I just wanted to confirm if we should also acknowledge any EI provided by misrouted Cx such as Mx that was routed to the Cx line.

For case number: 641897213

The Mx said from

hi good afternoon Jonathan calling from Walgreens pharmacy i don't know if i got to the right line but i do have a patient that requested a delivery for their medications to DoorDash and the patient has already came by to pick it up themselves apparently and it's not letting me cancel the order and you keep getting DoorDasher coming up pick up the medication and we're just trying to cancel it and see if you guys can cancel your end

The Tx just said from

oh sure no worries we can definitely help you to check that out on our end let me just go ahead and make sure that we can cancel the order okay

I feel like we should have acknowledge when the Mx said that they were not given an option to cancel the order and Dashers keep getting the medicine though its no longer there.

I just want to know if it wouldn't warrant a markdown even if the teammate started asking clarifications or probing questions first before empathizing?

Phone transcript:

• CX: well i had already called i called last year and deactivated it but for whatever reason you guys didn't actually deactivate it because we were just billed another year
• TX: alright because as what i have checked it on my end your account you're still active but yes and yes before we proceed in order for me to check the charge what was the last four digits of the card before i they your account
• CX: okay one second here
• TX: alright
• CX: bear with me one moment
• TX: okay
• CX: it was *******************
• TX: thank you and i apologize regarding with an auto discharge account that's why you wanted account but let me help you sir this out and check for the resolution okay please bear with me

Tx provided resolution but did not receive any response from Cx. Tx was supposed to send a nudge after 30secs of Cx being unresponsive but Cx ended the chat 42 secs after Tx provided the resolution.

Should we still MD Tx for not providing the nudge after 30secs of Cx being unresponsive? or no MD since Cx ended the chat?

Thanks in advance.

Requesting to update the selection as based on the Official Rubric under Out of Tx Control tab, (N/A HTR, False Positives or C&R Abusers) is not part of Resolution provided by other teams e.i Specialized PODS and Local Advocates but instead part of Process not found in KB/WFT or process does not exist.

Also, which one to select for scenarios where TX could not provide compensation and needed to escalate the case to a specialized team for possible issuance of compensation (e.g. HTR)?

1. Process denies compensation - includes C&R Abuser, HTR or False Positive

2. Resolution provided by other Internal teams (Specialized PODS and Local Advocates, Includes Drive/SOF orders that refer to Mx for resolution)

Call Summary - Dx reached out to cancel their order, and issue payment against their order as the Cx was not available at there place.

The Tx Cancel the order and inform the Dx that they received the "Full Payment" (please refer to the above SS).

As it is a Marketplace order the credit was done automatically however it processed Half Pay only.

As the Tx committed the Dx, that they will receive Full Pay and failed to create the rest of half pay manually from their end. Due to Fake commitment/promise the Dx reached out to us back again on the same day which generated a repeat call.

Clarity Required - Please suggest this leads to 1.4 MD because of the fake commitment towards Dx by the Tx as they reached out to us again on the same day (Generates Repeat Call).

While we will submit feedback to the content team for clarification, we’d like to confirm how to score instances where TMs fail to mention that refunds are irreversible, given that the WFT is still under review.

What we have is the attached screenshot.

Example: Tx said "let me put you on hold for 2mins to call the store", outbound did not take more than 2mins. Shall we MD this since proper expectation wasn't set or shall we consider since it did not take more than 2mins?

It's confusing since in the KB and the email updates about hold policy said it is required to set proper expectations, and then while grading a case, we provide considerations. Thank you!

"I've done everything I can to support you from here. I appreciate your time today."

This is based on the Case Handling: Policies, Guidelines, and Queue Workflows messaging, especially since we’re unable to offer the compensation or resolution the customer is asking for, and the case can’t be escalated as per WFT.

Chat Summary - Dx reached out to us in VIP queue to complaint about their shopping experience for an Cx order. As the original items are not available they went for the substitution approved by Cx still there "Pro-Shopper rating get impacted" as this is not there fault, as original item was not available in the score.

The tx was not able to understand the Dx concern and they only apologize and talks about the Loyalty Program further they informed they will pass on the feedback to DD as this should not be happened.

Prior Info -Tx failed to run any WFT/KB

Point to be note, before taking the decision -

1. If we check the WFT "Dasher Rewards Program, Ratings, Other Benefits - Rewards", there are steps available which says the Tx can escalate this case to DSD Team - which he failed to do so as a VIP Tx

2. If we refer the KB/WFT it says this program is in trail phase still not live - So, not sure if the tx have received any communication regd the same, which impact the Tx to make decision/choices

Clarity Required -

1. What should we grade for 1.4

2. a) - If the Tx follow the WFT it's asked them to escalate to DSD Team - which cause OOTC

3. a) If we look at the chat the tx didn't took any action towards the Dx concern as they are not able to understand their concern. - It might be lack of awareness, as this program under trail phase

Please confirm if we should mark "No or OOTC - process/steps not found"

Will this be a markdown under

2.2 - Failed to follow WFT or

MD under 2.1 - Failed to communicate / educate on resolution?

or MD on both 2.1 and 2.2?

Hi Kellie, This case was discussed with you by our SQM (Tina), in our weekly connect.

seeking you acknowledgement for the 1.4 & 2.1 parameter MD based on the below points.

1.4 - As the Tx failed to provide the resolution towards the Cx and the Cx needs to reached out us back again (repeat chat generated), should stand as 1.4 MD

2.1 - Under "False Promise/Commitment" as the Cx informed "can you have her text me" and against that the Tx confirmed "Sure, I will inform her to text you" which is your false set of expectation and should falls under 2.1

Please suggest!!

Here the Cx informed "Can You ask the dasher from this day if she too my ID by accident"

The above statement mentioned by the Cx shows that they were also unsure if the Dx took their ID.

Will this case falls under "Theft" or can we considered towards "Legal" post police compliant by Cx

We have only pause the Outbound Calls falls under Unresponsive guidelines because of the high concurrency.

Under this the tx continue to follow the unresponsive guidelines (30-30 & 20-30 seconds nudge responses) only we get the exception on OBs calls that we suppose to perform post sending nudge statements.

Please suggest!!

Will request if you see the statement highlighted in bold is setting the false expectation with the Cx/Dx/Mx, based on the recent pause in OB guidelines.

Please suggest if the statement can be edited based on the guidance received from DD?

Sharing sample cases : CMP case ID - e795601b-f273-47d7-be9a-786c123fc65a: TX placed the dasher on hold for a total timeframe of 2 min 9 seconds. However, The teammate was trying to contact merchant (twice) as the call was in ring still . CMP case ID - 6e8d8a6f-44fb-4af6-bd3b-b8a3cea4259d : TX placed the dasher on hold for a total of 2 min 57 seconds. Again the teammate was trying to call MX (Twice) between the placed hold time frame.

Just want to clarify as empathy cannot be delivered through singular statement and should be viewed holistically but our actions. Missing to emotionally empathize and focuses on providing resolution in a polite way should still be a mark down.

Ex.

Agent: Welcome to DoorDash, this is Vivian. How can I help?

Dx: Yes, my name is Cynthia. I'm at The Flying Biscuit. My system glitched. I tried clearing the cache, I even uninstalled and reinstalled, but I'm still having trouble using the app.

Agent: I'm really sorry about that. Let me go ahead and check this.

Dx: Oh wait a minute... okay, oh that's okay now it's...

Agent: That's great to hear

Dx: the orders gonna be very late and I don't know if they will drop off the contract violation for that. What should I do? I need to drop off the orders.

Agent: Allow me first to check your account so we can also see in regards to the delivery you have, okay? From The Flying Biscuit.

Dx: Yes

Agent: You have reached Premium Dasher Support. Congratulations as well for being a Platinum Dasher! In regards to your concern, you can still proceed in picking up these two orders and deliver them to the customer, okay? However, we can't refrain from getting you a violation, but we will take note here on our end that you had an issue, which is why you might be late in delivering the order to the customer, okay?

Dx: So there's two that's what they're gonna get to pay me, and that's not fair.

Agent: Yes, we can't determine at this moment, Cynthia, that you will be deactivated or reported or whatnot. But if ever you receive a notice or a violation, you do have the option to provide more details on what happened during the delivery. I will also take note here on our end of the issue you had, so our team can check as well that you reported this issue while experiencing a problem with the app.

Dx: Yeah.

Agent: With the two deliveries. So at this moment, I was able to take note of the issue you had. Please proceed with delivering these two orders to the customers, okay?

Dx: Okay your not gonna deactive me okay?

Agent: If ever you receive a violation, as I mentioned, please take note that you contacted us regarding this issue with the two deliveries, and our team will investigate it further, okay?

Cynthia: I'm already eleven minutes late. I'm already eleven minutes late.

Agent: Don't worry, Cynthia. I was able to take note of the issue that you had I mean, that happened on the app. That's why you will be late in delivering the order, okay? So please proceed in delivering the order, and if ever you receive a violation or whatnot, indicate there that you have reported and called us regarding this issue, okay?

Cynthia: Okay.

Is that the same thought as a parked call since the Tx was connecting with an LA/GA through SWARM? Thanks!

For this case, Cx raised two issues: missing items and hair on the food. Since the Tx was only able to address the issue about the missing items, are we aligned in giving it a MD under 1.1 and 1.4 since only one of the two issues was addressed? Thanks for your assistance.

https://app.observe.ai/call/afb02417-bb3c-4c04-848d-347689619d1d?time=%7B%22id%22%3A%22LAST_30_DAYS%22%2C%22to%22%3A1756483199999%2C%22from%22%3A1753891200000%7D

1. Where should we MD if the WFT instructed the Tx to call the CX/DX/MX as part of the process towards the resolution but Tx failed to do so (no OB at all) ? is this MD only on 2.2 and 2.1 or only MD on 2.2

2. What if the WFT instructed the Tx to call the CX/DX/MX as part of the process towards the resolution, but Tx only attempted to call once / did not leave a voicemail, should this be a MD on 2.1 and 2.2? or 2.2 only?

Case Link: https://app.observe.ai/call/afb02417-bb3c-4c04-848d-347689619d1d?time=%7B%22id%22%3A%22LAST_30_DAYS%22%2C%22to%22%3A1757087999999%2C%22from%22%3A1754496000000%7D

Is there a specific number of times for Tx to reiterate the resolution or for Cx to express pushback before we can wrap up the call/chat?

E.g.

05:49 Thanks for contacting DoorDash. Bye for now.

09:56: ended the call

Please confirm if:

a. Foreign Language hotline supports Arabic

b. Please confirm if Team mate is allowed to inform Dasher that they may speak in Arabic but they are still required to respond in English

c. Or accommodate Dasher request as stated in Foreign Language Policy (KB : Support Case Handling: Policies, Guidelines, and Queue Workflows)

1. Honoring Language Requests

• Legal Requirements: Teammates must honor requests for non-English language support where it is legally required. For example, in Quebec, Canada, French must be provided if requested.

• Other Markets: In all other regions, Teammates should make their best effort to accommodate language requests.

or just dial Language Translation Line and engage in 3way call. Appreciate your guidance here. Thank you.

1st Case 734230401 - Reimbursement amount "$37.52" processed by Tx

2nd Case - 731698950 Reimbursement amount "$20.51" processed by Tx

In both the cases Dx reached out to us to reimburse his payout of his pocket amount.

Identification: Where we comparing the receipt provided by the dasher or available in the THQ - Timeline with THQ - Order Page - Order Information under Merchant page, Total & Subtotal amount is reflecting different.

Concern:

1. On which scenarios / condition we reimburse the Dx "Full Amount or Subtotal amount"

2. Which receipt we should consider at the time of creating reimbursement (receipt that provide by the Dx over chat / timeline or we should refer the THQ order page - order details)

3. If we follow the WFT steps (attached above) under the "pricing section" it ask us to match the items price and the total amount, and while doing the same we find the item price, total & subtotal amount comes different in both "Order Receipt & Order Page in THQ"

   
   

   Please suggest the guidance what should we do here??

Identification - We have seen many cases where the Half Pay generated by the System is showing different as compared to the "Assignment History Page In THQ".

Concern - Compared to the 1st case in the Assignment History Page In THQ is showing $3.32 is the half pay amount which should be processed by the system based on the Dx concern. However, it processed $3.88 (difference of +0.75 cent)

Please check if the Half Pay generated by the system is authentic & genuine.

When we review the system-generated Half Pays, do we consistently observe the same differences each time?

In the 2nd case as well actual half amount was $2.62 and system issued $3.38

Please suggest !!

CX: "i'm good thank you i was calling because i made a silly mistake and i was trying to plan an order for tomorrow didnt realize it was still set up for immediately i have already called the restaurant so they know that i i am not needing it right now but they can't cancel it and i can't cancel it i was hoping you all could help just cancel out the order"

TX: "oh okay well in that case i just gonna go ahead and check this order first okay"

Thank you!

E.g.

Inbound/chat closing: I haven't heard from you... In case I miss you, please contact support again. Thank you being a Doordash Customer.

Outbound: You're welcome. Bye!

In example, TM mentioned that they provided credits for the order but it was actually refunded back to their card. There's a possibility for a callback if they noticed that no credits were issued on their account (if they are going to place a new order or reorder). Would it be a MD under 1.4 or just under 2.1 for failed to communicate?

Steps says:

1. Confirm with the Merchant that they would like to issue refunds to the Customer and give DoorDash permission to do so. This will show up as an error charge in their next payout

2. Does the Merchant agree to provide refunds to the Customer and be charged for it?

if the Tx failed to educate the MX that the refund to CX will show as error charge on their end, will this be a markdown on 2.1 (Failed to educate on the resolution) or 2.2 (failed to follow WFT process) or both?

1. What if, in the middle of the call, the contact said that no further assistance needed because the issue is already resolved, should the Tx still need to complete the WFT until the end to avoid MD?

2. Same with dropped contact, example the Tx is still working towards the resolution, haven't completed the WFT yet but the call got disconnect and unable to reach via OB (issue unresolved), are they expected to still finish the WFT until the end?

Thanks

(sample: TX asked the other party to perform something on the app while on chat)

Or is this also applicable when the TM just asked the other contact a question related to resolving the issue, but the other contact didn't respond right away?

sample:

Tx: Hello! How can I help you today?

Should TMs observe the 2-min then 3 min rule if there's no response from the other party to the sampled question?

Voicemail Messages: Choose your voicemail message based on the resolution status. Always provide our support phone number, or offer the option to reply to the email.

Support Phone Number for Cx/Dx: 855-431-0459

Support Phone Number for Mx: 855-222-8111

Should we only provide this support number to the main contact? ex: DX Support - called DX because the call got disconnected but was routed to voicemail, then DX support should provide the DX support number

or tx should also leave the support number if they call the MX/CX as instructed by the WFT? Ex: DX support called CX to confirm if the order was received but was routed to VM.

But looking at the suggested spiel, it shows different spiel for "resolution identified " and resolution not identified" does this mean this is for main contact only?

UNR statement:

"This might sound like “I haven’t heard from you and I want to ensure that I have resolved your issue. I will reach out to you by phone to see If I can help you on a live call better. In case I miss you, please contact support again. Thank you for being a DoorDash customer!”

Please suggest if the TMs can modify this statement based on the situation or they can remove the "I will reach out to you by phone to see If I can help you on a live call better" as we are adhering the OB suspension on chat drop / unresponsive scenarios and due to which the Tx are getting penalize by Auto QA

2.1 - for failing to communicate the complete resolution

2.2 - for failing to provide the information stated in the WFT