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Apology
Calling Restaurant
Calling DP
Calling DP/MX

One Chance

Checking previous chat history

Asking for an IMAGE

Asking for an IMAGE
UNCLEAR IMAGE
UNCLEAR IMAGE
Image shared by the CX.

Other Language NOT AVAIL

Anything else
Closing

No response

EMAIL process

Appreciate Cx
Appreciate Cx
Appreciate Cx
Hi, I am Abhinav here, and I will be assisting you today.
Namaskaar , Zomato ke Chat Support mein aapka swagat hai. Mera naam Sapna hai aur aaj main aapki sahayata karungi.

Please bear with me for a few minutes, and let me quickly check your order detail.
Request you to give me a few minutes to check the details of your order

I apologize for the hassle which you have faced

Could you please allow me a few minutes to get in touch with the restaurant partner to check the status of your order?
Could you please allow me a few minutes to get in touch with the delivery partner to check the status of your order?
I would request you to please stay connected while I quickly check on this with <delivery/restaurant partner> to understan

I request you to please forgive us just this once and give us a chance to improve our services for you to serve you better in

Please allow me a moment to go over previous conversation so we can assist you with the best resolution possible.

In order to raise this further, could you please help us with a clear image of the wrong order that you received?
Uh-oh! To take your concern up with the restaurant partner, we require food pictures as validation of the item(s) delivered
The Image shared by you is unclear, and we are unable to verify the same. Hence, request you to please share another ima
The image is not clear. We request you to please share one more image for better understanding.
Thank you for sharing the image with us. Please allow me a few minutes to get in touch with the restaurant and share ster
Hey XXX, due to the unavailability of Telugu agents, your chat has been assigned to me, would request you to let us kno

Is there anything else I can assist you with?

Thank you for using Zomato chat, in case of any other query you can reach out to us again and we would be happy to help

Since there is no response, we can't hold the chat longer. Hence, closing this case.
Thanks again for reaching out!
Thank you. I request you to be online while I get in touch with the restaurant partner

Request you to write an email to order@zomato.com. Please mention the order ID and issue description in your email, alo
in 24-48 hours.

I really appreciate your patience.

Thanks so much for being patient! We’ll be with you soon.
Thank you for waiting! I’m here now—sorry about that wait
Hello! We are glad to welcome you to Zomato. I am Sapna and I’m h
mato. I am Sapna and I’m here to help.
I would request you to please treat this incident as an exception and give us another chance to serve you much better ne

Thanks for reaching out about this!

Request you to give me a few minutes to check the details of your order
I’m sorry to hear that you are having trouble.

I understand how that could be frustrating.

I understand that you’re on a timeline right now!

I’ve had something like this happen before—I know how frustrating it can feel.
I’m sorry you’ve had to deal with this.
I hear you. I’m sorry that you’re still having trouble with this. I’m going to talk to my team to see what else we can do here

I’m sorry that this hasn’t worked out as you expected.

I regret to inform you that there is no compensation applicable for this order.
I’m going to work on getting this right for you as soon as possible.

Ah! Sorry to hear about the trouble, but I have good news: here’s how you can fix it:
We certainly never wanted you to face this. Really sorry for such an unpleasant experience with us.
There are no words that I can say to make you feel better but be assured, we will try to provide you with a better experien
The image is not clear. We request you to please share one more image for better understanding.
Please bear with me for a few mins. Let me quickly check the detail for you.
Please let me know what you would like to opt-out of the given options.
Thank you for sharing the image with us. Please allow me a few minutes to get in touch with the restaurant and share ster
Trust me, we too never want to hamper the experience of our valued customers like you. We are constantly trying to impr
Personally, we never want our customers to face this sort of issue and I am seriously apologetic about the same.
Due to the technical glitch, the order was accepted by the restaurant. however, they don't want to hamper your order stat

As a token of apology, would you like to have a promo code of INR XX into your Zomato account.

Apologies for the same but a call cannot be initiated at the moment and I would request you to kindly let me assist you
I’ll work with our team here to resolve this.

I’ll get back to you as soon as possible

I’m able to reproduce this—it’s not just you.

Rest assured, I will personally do the followup

Need more info

We need just a bit more information before getting this resolved.

Happy to help with this! I just need a bit more information from you.

Just to confirm, can you share the image of the same. So that we can verify and assist you better

I have initiated a refund of INR xxx to your source account. The amount will be refunded within the TAT **** working da

I understand that no money can compensate the value of food and time, but I would request you to please accept it as an

I hope you are happy with the resolution provided by us. We request you to please share your valuable feedback after the

As a token of apology, would you like to have a promo code of INR XX into your Zomato account or a refund of INR XX into
 I just had a word with the delivery person. He has picked your order and is on the way. He will deliver the order in the next xx
I just had a word with the delivery person. He informed me that he is at the restaurant and is waiting for your food. Once pick
delivery time of xx minutes.
I would like to inform you that the restaurant told me that they have dispatched your order. The order will be delivered as per
I have informed the restaurant/delivery person to deliver your order as soon as possible. They will try their best to deliver it be
I would like to inform you that the delivery partner is not responding to my calls at the moment. However, as per the live trac
order and should reach by <promised delivery time>

Unfortunately, the delivery partner is unresponsive at the moment. I request you to kindly wait till the <promised delivery tim

        I
would like to inform you that I am unable to get an update for your order as the restaurant is not responding to the calls a
minutes to deliver the order. Your order should be delivered as per the promised time.

As I can see your order is running on time and will reach at your place within the promised delivery time.
I would request you to wait for a few more minutes so that once the order is delivered. We will be able to check the accurat
Our Delivery partner is on his way and will try to reach at your place as soon as possible.
I would request you to wait for **** more minutes approx. The Rider is already trying his best to cover the delay time. and
We can understand the inconvenience caused to you due to this delay. But Please rest assured, your order is on its way.

I can totally understand your situation but sometimes food gets delayed due to weather conditions,traffic jams and ther

We are sorry for the inconvenience caused due to the delay. Since the food is already prepared, the cancellation will lea
promo code. I would request not to cancel the order. may I go ahead and initiate the same?

        I
just had a word with <delivery partner/restaurant>. I was informed that your order has been delayed due to <reason>
get delivered in next (X minutes).
        I
just had a word with <delivery partner/restaurant>. I was informed that there was an unexpected delay because of <r
expected to get delivered in next (X minutes)

        I
had a word with the delivery partner and he informed me that he has picked up the order from the restaurant. Also, t
with them and it took them some time to prepare the food/the delivery partner met with an accident and he had to go ba

        I
just checked with the delivery partner. He has 2 orders to deliver from the same restaurant due to which there is an e
on the way to deliver your order. He should reach in the next xx minutes.
        In
case order is not getting delivered <FE not responding/moving in other direction>- Despite several attempts I am not
for another xx minutes as he is nearby your location.
I tried connecting with the delivery partner but he is unresponsive at the moment. As per the live tracking, I can see that h
in <time>.
I tried connecting with the restaurant but they are unresponsive at the moment. I completely understand your disappointm
generally deliver their orders in <xx> minutes. I would request you to wait for another <xx> minutes and the order should

I tried contacting the delivery partner, but he was unresponsive. Since he didn’t pick the order, I am re-assigning this ord

Unfortunately, the delivery person was unable to locate your address, due to which the order was delayed. He tried conta

I would like to inform you that the restaurant didn’t accepted your order. We had assigned a delivery partner who went to
restaurant will not be able to fulfill your order. We are sorry since you had to wait for so long.
Unfortunately, we were unable to assign a delivery partner to deliver this order & have to cancel this order. We regret the

We appreciate your patience. Since we could not keep up to the promised delivery time, I am adding <amount> as promo
would be visible on your payment screen under 'Apply promo' option when you place an order. An SMS will also be sent w

We apologize for the experience here. We do treat such concerns seriously and we will be initiating a full refund for the or
which is valid till next 30 days. The same would be visible on your payment screen under 'Apply promo' option when you p
shortly. We hope to serve you timely in your next order.
We regret the inconvenience caused to you. The delivery partner will deliver your order in the next 10 minutes as the orde
trouble, we are waiving off your delivery charges and adding <amount> in the form of a promo code, which is valid for 30 d

I would request you to wait at least till the order gets delivered. So that accordingly we can check the accurate delay time
      We
can understand the inconvenience caused to you due to this delay. I was informed by the restaurant that due to hig
time. Usually, this restaurant dispatches food on time.
      I
can check your last 3 orders were also delayed. I can understand the situation you must be in. I have instructed the del
informed me that he will deliver the order in the next xx minutes.

I just had a word with <delivery partner/restaurant>. I was informed that your order has been delayed due to <reason>. T
and will deliver it in <xx> minutes. Be assured the food will be delivered in proper condition to you.
We take these matters seriously and will share stern feedback with the <delivery partner/restaurant> so that such instance

    We
can understand that the order was delayed. As I can check, the order was picked up on time from the restaurant, h
vehicle, due to which the order got delayed.
      It
was never our intention to hamper your ordering experience. I request you to kindly accept the order. Since we could
to your Zomato account, which will be valid for 30 days.

This is really unfortunate as we usually deliver on time. Please allow me a minute to check what’s causing the delay

We understand your disappointment that the meal will be delayed. We are offering this meal from Zomato's side at our
In order to raise this further, we require an image. Could you please share the same?
I had a word with the delivery person and shared feedback with him. I have initiated a refund for your order, request you to k
While I completely understand that compensation can't make up for the special occasion for which you ordered the cake <me
and amount will be credited in your <mode of payment>.
I just had a word with the restaurant and I was informed that your order has been declined due to/as <reason>. I have shared
credited into your account within <TAT>.

I just had a word with the delivery person and he informed that he is unable to deliver the order due to <reason>. Please do n

I just had a word with the delivery person and he informed that the order could not be fulfilled due to <reason>. I tried re-assi
this order which will reflect in your account <TAT>. Also, I am adding a coupon <amount> to your zomato account since we co
order.
I just had a word with the restaurant and I was informed that the item which you have ordered is not available with them righ
I completely understand your concern that the restaurant shouldn’t have accepted the order when they were not able to fulfi
regarding the same and they will surely take care of this in future.

I tried contacting the restaurant but they are unresponsive at the moment. As I can check that your order has been declined b

Zomato does not control the food preparation methods adopted by restaurants directly. However, as a platform we offer ra

Zomato as a platform has have multiple restaurants. So, we always recommend you to check the restaurants overall ratings
I regret to inform you, that currently, the replacement on this order is not available.
Please do not misunderstand me but the food is controlled by the restaurant
For any poor taste and quality concerns please write a feedback on the restaurant page for the same. It will help the restauran
Zomato does not control the food preparations as a platform we offer ratings and reviews to help in the decision making whe
A review from the customer’s side really effects a lot on their rating so it would be great if you do so
I completely understand your concern but the food preparation is solely handled by the restaurant, without any inputs from Z
I will please request you to go at Zomato application over there at the right up corner some icon given then click
I understand your concern, but quantity and quality are something on which we do not have much control. It is comp

You’re a valued customer so we are offering you a refund of INR xx. You will immediately receive a coupon that you can use to
payment. May I process the coupon refund now?
I am sorry to inform you that the restaurant was not able to fulfill your order since one of the items was out of stock. Due to
notice it while accepting your order. We have shared stern feedback with them and they’ve assured me that they will take c
you to kindly place a new order from a different restaurant.

The refund has been auto initiated and it will reflect in your account within <TAT>. We are adding a promo of <amount> in you
to meet your expectations. The promo will be valid till next 30 days and is for one time use only.
Unfortunately, we had to reject your order as the delivery person’s bike got punctured. Since the order was already picked u
person for your order. We regret the inconvenience caused to you.
I have initiated a refund for this order. You will get your money back in your source account within <TAT>. I would request you
restaurant.
I am sorry to inform you that the delivery person was unable to fulfill your order because the delivery address is too far and

The refund for this order has been auto initiated and the same will reflect in your source account within <TAT>.

We tried assigning the delivery partner to your order. however, we found delivery partner is completing another order right
partner available as of now for the assignment

I just spoke to the delivery partner and unfortunately, he will not be able to deliver the order as he met with an accident. W

Unfortunately, we had to reject your order as the delivery person’s bike got punctured. I am trying to assign a new delivery
inconvenience caused to you.
Reason for cancel

food wastage

Cancellation Fee

Order cancelled

Cancel fee exception

What are the cancelltion
charges?
I understand that you would like to cancel your order. Could you please let me know the reason for cancellation?
Cancelling the order will lead to food wastage and we do not support it. We are also obliged to pay to our restaurant partn
request you to not cancel this order.
I would like to inform you that a cancellation fee will be charged for cancelling this order. Would you like to go ahead with

As per your request, I canceled your order. A cancellation fee of <amount> has been charged and the remaining <amount
refunded. It will reflect in your <source> in <TAT>.

As you are one of our valued customers. Hence, we are not charging you a cancellation fee for this order as a one-time e
I am sorry, but we will not be able to check the cancellation fee at this moment, as it is calculated by the system and also d
status of your order. However, a cancellation fee may get apply on your order if you will cancel it.
 Pre- Delivery

Order/ Delay Status Done

Instruction Done

Order Modification Done

Address Change Done

Cancellation Done

Rejection Done
Cashback Payment related Done
Post Delivery
Wrong Item Done
Missing Item Done
Quality/Quantity Issue Done
Refund Related Done
Poor Packaging Done
Instructions Not Followed Done
Food Not Delivered Done
NEW karma checks? Done
silver- Good History/Bad History Done
Show Announcement Done
Veg/Non-veg Mix-up(Non-veg instead of
Done
veg) concern.
explain calling window Done
replacement window Done
Process Update Tracker Done
System Tool overview/navigation Done
Smartplug Lifeline login Done
Live Chat reading Done
I understand that this is a very serious concern and is unacceptable. Please allow me to quickly check on what went wrong.
In order to raise this further, could you please help us with a clear image of the wrong order that you received?
I have checked the details. Unfortunately, the restaurant’s staff handed over a different order to our delivery person. I have sh
the restaurant to ensure that such instances are not repeated again. They have acknowledged the concern and understand th
They have assured to take all necessary steps to avoid such instances in future.
Can you please share the image of your order so that we can validate it and help you in a better manner?
Please be assured your feedback has been shared with the restaurant to make their service better and would also request you
future instances so that we are able to assist you in the best possible manner.
Unfortunately, we won't be able to proceed with your request for a refund in this case. We value you as a customer and look
you.
We are sorry about the difficulty that you’ve encountered in your last order with us. We understand that the product you hav
per your expectation.
We will surely share a stern feedback with the restaurant's management/delivery person regarding the same and will encoura
their services so that such instances are not repeated.
We do understand how disappointing it is when you do not receive correct order.
Also, we have refunded your amount from our end and it will reflect in your account within <xyz working days> and we do rea
cover up for the experience but we will try our best that this does not happen again.
It was never our intention to provide such an experience to you.
Rest assured we have shared your feedback with the restaurant and they will work upon it.
Pvt Notes
I regret to inform you that there is no compensation applicable for this order.
As there is no response on chat, calling Customer

Calling Delivery partner

Calling Merchant
Calling Customer

On call with DP
On call with Mx
On call with Cx

As per our conversation on call, I have informed you that

"Formal Communication for Abusive Chat User*

I understand what you have been through and there was no intention behind providing such an experience to you. I would re
I understand you are not happy with our service and the experience you had with us but please remain calm so that I can assi
I would request you to be professional and not use profanity as this won’t resolve the issue. I am trying my best to provide you
I would really appreciate it if you could maintain professionalism over the chat support. We are here in your service and will p
I can sense the level of arrogance here as this was not what you were expecting. Please calm down so that I can go ahead and
I appreciate your patience and anticipation, perhaps we would encourage a cordial conversation that will help us resolve your
I would request you to kindly help us in maintaining the sanity of the conversation and help you with the best resolution possi

153768747 Birthday customer

n help with the best possible resolution.
I understand that this is a very serious concern and is unacceptable. Please allow me to quickly check on what went wrong.

In order to raise this further, could you please help us with a clear image of the food / items that you received?

I have shared strict feedback with the restaurant. They were very apologetic about this. The restaurant follows a very strict
hygiene protocols, however, they have assured me that they will be more careful about this going forward.

At Zomato we treat these issues very seriously and something that we do not want our customers to go through. We
apologize for the experience. I am initiating a full refund for your order which will reflect in your <mode of payment> in the
next <TAT>

At Zomato we treat these issues very seriously and something that we do not want our customers to go through. We
apologize for the experience. I am adding a promo of <amount> in your Zomato wallet which is valid till next 30 days. The
same would be visible on your payment screen under 'Apply promo' option when you place an order.

An SMS will also be sent with the promo code details shortly.
We will be working closely with the restaurant partner to avoid such instances in future to ensure you never have a bad
meal. Hope to provide you with a flawless experience next time you order from us.
We apologize for the inconvenience caused to you. We request you to share the image of the order which is delivered to
you.
Thank you for sharing the image with us. Please allow me few minutes to get in touch with the restaurant and share a stern
feedback with them.
We understand that how it feels when the order delivered is not as per your expectations. Hence, we are initiating a full
refund of the order/item value and also a feedback has been shared with the restaurant regarding this. They will surely take
care of this in future.
We understand and apologise for the trouble you had to go through but we would require an image in order to validate the
issue and help you with the best possible resolution.
Since you do not have an image, it would be difficult for us to validate the same from our end. Hence, we would request you
to write a review on the restaurant’s page.

We have shared a stern feedback with the restaurant. They told me they will take care of this going ahead.
I just had a word with the delivery person. He told me that by mistake he has marked the order as delivered. He is on the way
<xx minutes>. I would request you to kindly wait for another <xx minutes> and the order should reach you by then. I apologise

I had a word with the delivery person/restaurant and I was informed that delivery person/restaurant could not fulfill your ord
long. I am initiating a refund for this order which will reflect in your account within <TAT>. I am also adding <amount> as prom

I would like to inform you that the delivery person/restaurant is not responding to the calls. I completely understand your disa
are not getting any update from the delivery person/restaurant we are initiating a refund for this order. It will reflect in your a
your Zomato wallet which is valid till next 30 days.

Despite of my several attempts, the delivery person is not responding to my calls. I am really sorry for the inconvenience caus
reflect in your account within<TAT>. Since we could not keep up the promise to deliver the order, I am adding <amount> as pr

I tried connecting with the delivery person but he is not responding to my calls at the moment. I would request you to wait fo
with your order.
I can understand your concern. I have checked the image uploaded by the delivery person but it is not clearly visible. I tried co
really sorry for the trouble caused. I am initiating a refund for this order which will reflect in your account within <TAT>. I am a
gesture which will be valid till next 30 days.

We can understand the inconvenience caused to you due to this. I tried contacting the delivery person multiple times but he is
promise of delivering the order, I am initiating a refund for the same. It will reflect in your account within <TAT>. Along with th
account and it will be valid upto next 30 days.

That would be frustrating to me as well if I would be at your place. I tried several times, but he is not answering to my calls.
I have passed on your instructions to the restaurant/delivery person. They have confirmed that they will follow the same.

I could see you’ve mentioned some instructions for your order and the same were not followed. Please be assured that we
share a feedback with the restaurant regarding this so that they can take of this in future orders.
I regret for the inconvenience caused to you. Could you please help me with the exact issue you faced with your food due to
which your health got affected? It will help us to provide a better resolution to you.
I would like to inform you that we won’t be able to add/remove any items from your order. I would request you to place anot
order for the same.
 Hindi

Marathi

Tamil

Bengali

Hindi
हमने देखा है कि आप कु छ समय से निष्क्रिय हैं। मैं इस चैट को अभी के लिए बंद कर दूंगा, हालांकि, यदि आपको किसी और सहायता की आवश्यकता हो तो हम आपकी सहायता के लिए चैट लॉबी
Namashkaar ABC, Zomato ke Chat Support mein aapka swagat hai. Mera naam XYZ hai aur aaj main aapki sahayata karunga/k
Namashkar ABC, Mera naam XYZ hai aur aaj main aapki sahayata karunga/karungi.

Namaskar XYZ, Mi ABC aahe aani mi aj tumhala madat karene

Namaskar ABC, Zomato chat support madhye tumcha swagat ahe. Mi XYZ ahe ani mi aaj tumhala madat karen
Tumchya chat Marathi desk var hastyantarit kelya gelya ahete. Maaza nao XYZ ahe, Aamhi tumchya query la madat karnayasa
samasye var jjanyasathi kaahi vel dya.

Vanakkam <customer's name>. Indru naan ungalukku udhava pogiren

Vanakkam <customer's name>,Thangalukku enna udhavi thevai endru koorungal. Ungalukku udhavuvadil magizhchi adaivom.
Ungal arattai tamizh mesaikku maatrappattulladu. En peyar XYZ. Thangal vinaavirku vidai theda udhava engal aadharavu undu
nimidangal anumadhiyungal.

Hey XYZ, Aapnar chat ti bangal support desk e sthanantaran kora hocchhe. Amar Naam XYZ. Anugroho kore amader kichu sho
shommossha ti bojhar chestha korchhi
Anugroho Kore aapnar shommossha ti amader ke janan. Aamra Jothashaddhyo chesta korbo aapnar sahayota korar.
Hey XYX, Ami ABC, r Ami aapnake aajke sahayota korbo.

Asha karti hu hamne apke sawalo ke sareh jawab diye. agar aap hamare seva se khush heh toh ye chat ke end me apka valuab
Asha karti hu hamne apke sawalo ke sareh jawab diye. Zomato se sampark karne ke liye dhanyawaad.

Apse koi response na ane ke karan, hame filhal ye chat close karni pad rahi hai, agar apko aur koi bhi jankari chahiye ho toh aa
I completely understand your concern and the inconvenience caused to you. Can you please tell me the name of the item whi

I just had a word with the restaurant/ delivery person and have shared the feedback with them. They informed that by mistak
left at the restaurant.
We have initiated the refund for this missing item which will reflect in your account within <TAT>.
We apologize for the experience here. We do treat such concerns seriously and we will be sharing a stern feedback with the re
person. Can you please share the image of the items so that we can validate and help you better.
I just had a word with the restaurant. They have accepted their mistake and assured that they will be more careful in future a
repeated again.
I am initiating a refund for the missing items. You will get the money back in your account within <TAT>.
I would request you to kindly share the image because it will help us in validating the issue and will also help in sharing the fee
restaurant.
Without image we won’t be able to validate the concern and hence we won’t be able to refund for this.
I understand that a Pizza without oregano does not taste good.
I am adding INR xxX as promo in your Zomato wallet which is valid till next 30 days.