Concessions

Concessions Verbiage: Please use the following terms when discussing Concessions with diners.
Issuing Concessions
Characteristics of Concessions Codes
Here are the available options:
Concessions Compensation Policies
Check Status/Late Food
Canceled Order (not by the Diner's request)
Pre-Order Cancellations:
Bad Food
Voiding Concessions
Expired Concessions
What happens if the Site/App is down?

Concessions is compensation we give to Diners when there is an issue with their online order and we have exhausted all other options with the
Restaurant.

Concessions is not the first option: the purpose of Concessions is to "surprise and delight" the Diner. This cannot be accomplished without first
resolving all issues. While we always want to take care of our Diners (and Restaurants as well), we do not want to throw money away needlessly
while reinforcing negative/future Diner entitlement.

Concessions Verbiage: Please use the following terms when discussing

Concessions with diners.

Grubhub = Free Grub

Seamless = Seamless Cash

Eat24 = Promo Code

Yelp = Promo Code

Issuing Concessions
Please Note:

We always want to provide exceptional service for our customers, which sometimes could mean friends, family, or coworkers. Bear in mind
that the inappropriate issuance or use of discount codes, coupons, or concessions is considered unacceptable and could subject the
employee to disciplinary action. (Inappropriate includes but is not limited to: exceeding concession guidelines, issuing concessions to
yourself or a relative, etc.) When in doubt, ask a Manager or Lead about appropriate actions to take.

We do NOT issue Free Grub/Seamless Cash for the following:

First Time Diners who accidentally select "cash" when the terms and conditions for a First Time Diner promo code state it has to
be a prepaid order.
Diners with Blocked Orders. It creates the expectation that they'll be able to place an order and that isn't always the case.
Slice order issues (Slice is Grubhub's internal restaurant for employees)
Employee order issues.

To issue Concessions to a Diner with no current order, find a previous order placed by the Diner. If the Diner doesn't have an order history, you will
not be able to issue any Concessions.
When we issue Concessions, the Diner is automatically sent an email with the amount issued, the Concessions code, the expiration date, and
instructions on how to use it.

This is the content of that email:

Characteristics of Concessions Codes

Can be used for either brand and on any platform.

All Concessions Concessions are one time use.
This is explicitly stated in the email diners will receive with the code. However, if their order is canceled - they can reuse the origi
nal code. No need to reissue another code as a replacement.
Valid for the amount of the code or higher
I.e - 10% or $5 for First Time Diners code valid on orders $5.00 or more etc…
History of concession can be viewed.
Valid for 30 days
Only select amounts can be issued.

Here are the available options:

Percentage

Amounts

10%

15%

20%

25%

25%

50%

Dollar amounts are listed but should not be used unless instructed to (usually only for First Time Diners):

Dollar Amounts
 $5

$7

$10

$15

$20

$25

$50

Concession Guidelines in Compass Screenshots

Check Status Total

Check Status Warning

Concessions Display -- Total Concession

Order Cancellation Display

Concessions Compensation Policies

 We can issue Free Grub/Seamless Cash for the following:

Check Status/Late Food

Canceled Order (not by the Diner's request)
Bad Food/Bad Service/ Incorrect Food
Tech Issues with our service (site down, mass closes/confirms, order transmission issues, etc)

Check Status/Late Food

If the order is late and en route you will use the “Check Status” button to provide the Diner a new ETA and the system will automatically determine the
amount of Concessions issued. If the Diner reported the order arrived late, give out the appropriate amount of Concessions accordingly using the "Co
mpensate Diner" button.

The Check Status Tool uses the first delivery estimate to determine how late the order is.

0 - 15 minutes late: No Concessions

Use this as an opportunity to apologize and empathize.

16 – 45 minutes late: 10% or $5 for First Time Diners in Concessions

46 minutes or more: 20% or $10 for First Time Diners in Concessions

We can also use the above concessions guidelines for when a driver has not been assigned to a GHD order and the order is late. The
Check Status Tool will work when we have a delivery time estimate, but in the case where we don't have a driver, please provide the
amount of concessions listed above based on how late the order is.

Note:

In cases such as the diner continues to reach out about the status of the food - The check status button will no longer “cut the diner off”
max is reached. Take note of concessions codes issued for the day so as not to exceed maximum amount.

If the Diner is unhappy with the amount of Concessions given and informs us that they've received more in the past. Explain to them that we evaluate
each situation on a case-by-case basis. You can't say what happened in the previous incident. If they continue to push, feel free to escalate to a Lead,
Manager, or Supervisor.

Canceled Order (not by the Diner's request)

When canceling an order, be mindful of how much you select in concessions.

This does not include Restaurant Closed contacts.

The "Cancel Order" button does not take in account the amount of time that has passed between when the order was placed and when it was
canceled, so be sure to cross reference the Concessions guidelines and send the correct amount accordingly. Calculate the concession based on
when the initial order was placed:

0 – 10 minutes: No Concession
11 - 20 minutes: 10% or $5 (first time diners)
21 – 30 minutes: 20% or $10 (first time diners)
31 minutes or more: % Concessions equivalent for full value of order up to 50% or up to $25 (first time diners)

Pre-Order Cancellations:

If a diner contacts you because their preorder was canceled within 30 minutes before the requested delivery / pickup time, please apologize and
issue 10% or $5 for First Time Diners in Free Grub.

However, if the restaurant cancels a preorder more than 30 minutes before the scheduled delivery / pickup time, please apologize for the trouble
and encourage the diner to place an ASAP order or another preorder if they would still like their meal. Do not issue Free Grub.

Bad Food
While Concessions is not automated by the system in this situation, we are able to give up to 20% or $10 for First Time Diners in Concessions for bad
food.

If the Diner is unhappy with the concessions offered via the guidelines and you are unsure if you should offer more...

Ask the diner to hold so you can review their situation one more time.

Slack chat leadership to get their opinion on the diner's issue to determine whether or not further FG is appropriate. Do not tell the
customer you need to speak with your supervisor, just ask them to give you time to look at their situation one more time.

Suggested Verbiage

Call:

"Would you mind if I put you on a brief hold while I dig a bit deeper into your issue?"

"May I put you on a brief hold so I can review your situation a bit more?"

Chat:

"Please give me a few moments to look into your issue a bit more."

"Please give me a moment to review your situation."

 What does it mean to receive pushback from a customer?

A push back from a customer is when we have followed the correct policy for the customer’s issue and they are unhappy with that offer and
verbalize to the agent that they are frustrated or unhappy with that resolution.

Pushback Example:

Agent: I apologize that you didn’t receive the side of Mac N’ Cheese with your order. I have gone ahead and refunded you for the missing
item.

Customer: The Mac N’ Cheese was for my very hungry toddler who now has to go to bed. If you can’t deliver food than why should I
bother using your companies service.

Agent: I completely understand your frustration with not receiving the item. We strive our best to get all items to your door for you to enjoy.

Customer: Exactly, but it isn’t here! The least you could do is offer some type of credit so I can order this again.

Reach out to leadership for assistance when push back occurs.

Applying Concessions
Concessions can only be applied to prepaid online orders. Concessions cannot be used with Phone Orders and/or Cash Orders. This is simply
because Concessions is a discount code given by GrubHub. When Diners place their orders over the phone or pay with cash, they are paying the
restaurant directly. When they pay through GrubHub, we cover the difference, so the Restaurant still gets paid in full.

Additionally, if a Restaurant has an Order Minimum and the Diner has not yet reached that subtotal, they will not be allowed to checkout.

Voiding Concessions
COMPASS
 1.Under the diner's account, scroll down to concessions....

2.Find the unused concession and select it to open more options.

(The area that says VOIDED will say "Unused"

3.Select Void the Concession.

a. "Email Diner Concession Details" will send the diner an email with the code and instructions on how to use it.

4.Confirm Action.

Expired Concessions
Concessions is valid for 30 days after it is issued. If a Diner contacts us within 3 days of their Concessions expiring, reissue the original amount given.
Note if the Diner frequently requests for expired Concessions to be reinstated, seek assistance from a Lead Manager, or Supervisor.
What happens if the Site/App is down?

If an issue arises where our website or app is not working for customers, please check your team's Slack channel for direction from leadership
concerning concessions.