Grubhub Delivery order ready for pickup

Assisted Ordering Overview and FAQ

Customers now have a new, assisted way to order from your restaurant, backed by white-glove service from Grubhub customer service representatives. Assisted ordering will begin rolling out to restaurants to replace phone orders starting on August 23, 2021.

How does assisted ordering work?

When a customer calls the number on your Grubhub menu page, they will be prompted with three options:

  • Press 1 to place an order
  • Press 2 for questions about a previously placed order
  • Press 3 for any other questions

If a customer presses 1 to place an order, their call will be routed to a Grubhub customer service representative, who will identify they are placing the order on Grubhub on your restaurant’s behalf. This representative will then ask to take the customer’s order, enter their payment information and submit the order electronically. Your restaurant will receive this order just like any other online order.

If a customer presses 2 for questions about a previously placed order, they will be routed to a member of Grubhub’s Care team. If a customer presses 3 for other questions, they will be routed to your restaurant (your restaurant will not be charged for this call). If your restaurant has requested to not be contacted by Grubhub customers, they will not hear this last option.

What will assisted ordering do for my restaurant?

Our representatives are trained to make the ordering process quick and easy for your customers. They ensure orders and special instructions are entered accurately, preventing calls to Grubhub’s Care team. This increased efficiency means your staff can spend less time on the phone and focus on making great food.

If your restaurant uses Grubhub Delivery, your customers can now place an order on the phone and have it delivered by Grubhub. Depending on your current staffing, this could free up your own drivers or unlock delivery for your customers who prefer to order by phone.

What does assisted ordering cost?

Your restaurant will be charged your current marketing rate for online orders on the exact total, as well as the standard processing fees for prepaid orders. Delivery orders will be charged your standard delivery rate. There is no additional cost to your customers who use assisted ordering. You will not be charged for customer calls routed to your restaurant from Grubhub through assisted ordering. If your restaurant has requested to not be contacted by Grubhub customers, you will continue to receive no customer phone calls.

Can a restaurant opt-out of assisted ordering?

Assisted ordering gives diners another way to place orders through Grubhub for your restaurant, while still being able to reach you to ask questions or confirm information about your business. Your restaurant will receive these orders just like any other online order and cannot opt-out. You will not be charged for any customer calls routed to your restaurant from Grubhub through assisted ordering.

Will Grubhub’s customer service representatives identify themselves to customers?

Yes, Grubhub’s customer service representatives will clearly state that they are from Grubhub and not your restaurant. The representatives will then ask to take the customer’s order, enter their payment information and submit the order electronically.

Here is an example: 

“Hello. Thank you for contacting [restaurant name] in partnership with Grubhub. This is [Representative Name], from Grubhub. May I have your order?”

What phone number will Grubhub use for assisted ordering?

Grubhub automatically When you partner with Grubhub, we generate a routing phone number for each restaurant partner, which is listed on your restaurant’s menu in the Grubhub Marketplace. If this number has already been assigned to your restaurant, it will not change. If your menu page previously displayed your restaurant’s direct phone number, it will be replaced by your Grubhub routing phone number.

Will I still receive phone orders from Grubhub customers?

Customers who call and press 1 to indicate that they want to order food from your restaurant will be routed to a Grubhub customer service representative. These orders will appear like any other online order. You will not be charged for any customer calls that are routed to your restaurant from Grubhub through assisted ordering. If your restaurant has requested to not be contacted by Grubhub customers, you will continue to receive no customer phone calls.

What if a customer calls and has a question for my restaurant?

When a customer calls the number on your Grubhub menu page, they will be prompted with three options:

  • Press 1 to place an order: the call will be routed to a Grubhub customer service representative. 
  • Press 2 for questions about a previously placed order: the call will be routed to a member of Grubhub’s Care team. 
  • Press 3 for other questions: the call will be routed to your restaurant. (if your restaurant has requested to not be contacted by Grubhub customers, they will not hear this option).

You will not be charged for customer calls routed directly to your restaurant from Grubhub through assisted ordering.

How will these orders arrive to my restaurant?

Orders placed by diners through assisted ordering will appear just like any other online order that customers place through the Grubhub app or Grubhub.com. 

Will I be refunded in the event a customer says the order was placed incorrectly?

Your restaurant will be reimbursed for any food made due to an error by one of our customer service representatives.