Marketing

Promos,
Concessions &
Gift Cards
 LEARNING OBJECTIVES

01 Knowledge of Marketing Promos 

Distinguish between Free Grub, Seamless

02 Cash, and Promotional Codes

03 Determine when to refund in place of codes

04 Knowledge of Gift Cards

Marketing
Marketing Promos are a special method of
Promos payment that is issued from Grubhub

They are at times grouped into campaigns

Marketing Promos are NOT Free Grub or

Seamless Cash
Usage Based Codes
o Dollar amount off
o Percentage off
o Free delivery
Restaurant Promos
Applying a
Promo Code
First Time Diners
Check Compass East to see if a
diner is eligible for a first-time
promo code

o If diner information matches

other accounts with orders, then
we cannot honor the promotion
o If the diner has other accounts
but hasn't placed any orders
we can honor the promotion
Troubleshooting – Cannot Redeem Promo

Order Ask for Code

Placed? code valid?

Diner Apply
Verify
eligible? code
Troubleshooting – Email Promotion

Order Have diner Code

Placed? email code valid?

Diner Apply
Verify
eligible? code
Helpful Verbiage
“Unfortunately, the system will not allow for this code to be used
with this order. (The code is for first time users and the system has
shown your information is linked to different accounts).” 

“I am sorry, but the code has expired.”

“In reviewing of the promotion. The terms and conditions have not
been met.”
Promo Code Requests
We MUST inform our diners that
we do not give out promo codes
just for contacting us

Ways they can obtain codes:

o Email alerts
o Twitter
o Facebook
o Instagram
Refund In Place Of Promo
Code

Manually refund the amount

of the promo code

Void the promo code

If the diner has not placed the

order, walk them through the
process
 Free Grub,
Seamless Cash,
& Concessions
 Concessions

Grubhub = Yelp =
01 03
Free Grub Promo Code

Seamless = Eat24 =
02 04
Seamless Cash Promo Code
 o Used on either brand on any platform
Concessions
o Only valid for the amount of the code

o Valid for 30 days

o Only select amounts can be used

o Used only one time

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

o First Time Diners who accidentally select

"cash"
o Diners with Blocked Orders
o Slice order issues
o Employee order issues
Concession Compensation
Policies
We can issue Free Grub/Seamless Cash for
the following:

o Check Status/Late Food

o Canceled Order (not by the Diner's
request)
o Bad Food/Bad Service/ Incorrect Food
o Tech Issues with our service

o Please refer to the Wiki

https://wiki-ext.grubhub.com/display/CARE/C
oncessions
for detailed information on Concessions
What does this look like in Compass?
How would you void a concession?
Gift Cards
Gift Cards
Issued starting at $10 up to $1,000 per card

Personalized

Never expire

Available in a digital or physical format

Purchasing a Gift Card
o “Buy a gift card“ link on the
website

o Pick design and amount

o Fill out the recipient

information

o Payment and checkout

Gift Card
Documentation
– Email
Confirmation
Gift Card
Documentation
- Receipt
Receiving & Viewing Gift
Cards
Troubleshooting Gift Cards

If the diner has locked their

account, it will be indicated here

Click here to view associated gift

cards and balances

You can unlock accounts here

Common Contact Trends
o Balance is $0

o No credit card on file

o Invalid gift card number

o Confusion between gift cards and promo codes

o Already linked to another account

 Gift Card Escalations
Reissued or Trouble printing
01 04 or viewing
resent gift card

Change the Return or

02 05
message refund

Change send Billing or

03 06
date purchase issues
Quiz