The new prompt will combine with the algorithm Grubhub has previously used to determine whether a call resulted in an order, which triggers a fee. This is money that Grubhub was never entitled to in the first place.
"These are hard earned dollars that could mean the difference between a restaurant staying open or having to close their doors. "There is nothing in the proposed changes that would make whole the thousands of restaurants that have already paid for what in many cases were erroneous phone order fees," Gjonaj said. “Our goal is to get orders right–regardless of whether they are placed online, on our app or via phone–while keeping the process fast and easy for both diners and restaurants,” the letter read.Ĭouncilman Mark Gjonaj responded that Grubhub's actions, while appreciated, are not enough to change the plans for "legislative solutions" that the council is considering, though the lawmaker's statement did not clarify what those new rules might be. The City Council put the company on notice with a letter in November, which said members would pursue legislation if Grubhub did not adjust its policies with 60 days. Restaurateurs say they have been hit with commission charges between $4 and $9 for telephone calls driven from the Grubhub app or website, even if those calls did not result in sales. The caller's selection will add a new factor to the algorithm that the company uses to determine whether phone calls placed on lines it set up for local restaurants result in orders. The food marketing and delivery firm-which also owns Seamless-is hoping the prompt will cool months of tension with members of City Council, who say its apps are taking advantage of local restaurant owners. Grubhub customers will hear a new prompt when they call a restaurant through the app, as detailed in a letter the company sent City Council Thursday afternoon. After months of controversy over a phone-ordering system that restaurant owners say stuck them with bogus charges, Grubhub says it has a “common sense” solution.
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