Canned Responses

Poor Quality (Refund)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the <XXXXXX
poor taste XXXXXX> issue.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you. We can completely understand your
disappointment on this issue and we have noted your feedback.
As food aggregators, we do not have direct control over the quality and quantity of food,
but we understand that it is an important aspect of your ordering experience. We value
your feedback and suggest leaving a review on the restaurant’s page to help other
customers make informed decisions.
Also as a goodwill gesture, we would like to compensate you for the bad experience. The
refund INR 123.456 has been initiated from our end on 22 April 2023 ,and the amount
typically reflects in the source account within 24 hours but may take up to 7 working days
based on your banking cycle. In case of any issue kindly contact your source bank
(account) customer care.

Thank you for choosing Zomato. Have a great day ahead.

Regards,
Team Zomato

Poor Quality(Promo)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the <XXXXXX
poor taste XXXXXX> issue.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you. We can completely understand your
disappointment on this issue and we have noted your feedback.
As food aggregators, we do not have direct control over the quality and quantity of food,
but we understand that it is an important aspect of your ordering experience. We value
your feedback and suggest leaving a review on the restaurant’s page to help other
customers make informed decisions.
We have added promo code (STALE) worth INR 123.456, on 22 April 2023 which is
applicable for one-time use and is valid for 30 days. You can apply this promo to pay for
any Zomato online orders in the future.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Poor Quality(Deny)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the <XXXXXX
poor taste XXXXXX> issue.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you. We can completely understand your
disappointment on this issue and we have noted your feedback.
As food aggregators, we do not have direct control over the quality and quantity of food,
but we understand that it is an important aspect of your ordering experience. We value
your feedback and suggest leaving a review on the restaurant’s page to help other
customers make informed decisions.
Unfortunately, we would not be able to provide you a monetary compensation in this
case.

Thank you for choosing Zomato. Have a great day ahead.

Regards,
Team Zomato

PG Failure -1

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the payment
failure issue.
We apologies for the inconvenience caused to you. We have checked the details and found
that the transaction for the order got failed and hence, the order could not be placed.
The refund is auto-initiated in such an event and the amount typically reflects in the
source account within 24 hours but may take up to 7 working days based on your banking
cycle from the day of refund initiation. In case of any issue kindly contact your source
bank (account) customer care.
Thank you for contacting Zomato. Have a great day ahead.
Regards,
Team Zomato
Missing Item(MX/DP Denied)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the missing item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
After investigating your claim of the missing item, we have been informed by our
restaurant partner that all items were sent as ordered. Without validation from the
restaurant, we will not be able to initiate a refund for the missing item. We understand
that this may be disappointing, and we regret for any frustration this may have caused.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Missing Item(MX/DP UR)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the missing item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We understand the importance of your satisfaction and we have attempted to contact our
restaurant partner multiple times to validate your claim, however, they are unreachable.
Without validation from the restaurant we wouldn’t be able to process a refund.

Thank you for choosing Zomato. Have a great day ahead.

Regards,
Team Zomato

Missing Item(Refund)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the missing item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.
We have initiated refund INR 123.456 from our end on 22 April 2023 and the amount
typically reflects in the source account within 24 hours but may take up to 7 working days
based on your banking cycle. In case of any issue kindly contact your source bank
(account) customer care.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Missing Item(Promo)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the missing item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.
We have added promo code (MISSING) worth INR 123.456, on 22 April 2023 which is
applicable for one-time use and is valid for 30 days. You can apply this promo to pay for
any Zomato online orders in the future.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Wrong Order(Ask Image)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the wrong order
or item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We would like to inform you that the image of the received order is required to validate
the same with our restaurant partner. We would request you to share a clear picture of
the received item so that we can help you better.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Wrong Order(Denial-Not Verifiable)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the wrong order
or item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
After conducting a thorough investigation, it has been determined that the concern you
raised cannot be confirmed. As a result, we regret to inform you that a refund cannot be
processed. We regret for any inconvenience this may have caused.

Thank you for choosing Zomato. Have a great day ahead.

Regards,
Team Zomato

Wrong Order(Refund)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the wrong order
or item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.
We have initiated refund INR 123.456 from our end on 22 April 2023 and the amount
typically reflects in the source account within 24 hours but may take up to 7 working days
based on your banking cycle. In case of any issue kindly contact your source bank
(account) customer care.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Wrong Order(Promo)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the wrong order
or item.
We apologize for the issue related to this order and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.

We have added promo code (WRONG) worth INR 123.456 , on 22 April 2023 which is
applicable for one-time use and is valid for 30 days. You can apply this promo to pay for
any Zomato online orders in the future.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Packaging Issue (Ask Image)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the packaging
issue.
We apologies for the inconvenience caused to you and believe us, this was never our
intention to provide such an experience to you.
We would like to inform you that the image of the received order is required to validate
the same with our restaurant and delivery partner. We would request you to share a clear
picture of the received item so that we can help you better.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Packaging Issue (Denial Minor)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the packaging
issue.
We apologies for the inconvenience caused to you and believe us, this was never our
intention to provide such an experience to you.
Since we weren’t able to verify any major damage to the food, we regret to inform you that
we can’t provide you with a refund. We regret for any inconvenience this may have
caused.

Thank you for choosing Zomato. Have a great day ahead.

Regards,
Team Zomato

Packaging Issue (Denial Not Verifiable)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the packaging
issue.
We apologies for the inconvenience caused to you and believe us, this was never our
intention to provide such an experience to you.
Unfortunately, we are unable to verify the issue you raised based on the photos provided
and therefore cannot issue a refund. We regret for any inconvenience this may have
caused.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Packaging Issue (Refund)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the packaging
issue.
We apologies for the inconvenience caused to you and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.
We have initiated refund INR 123.456 from our end on 22 April 2023 and the amount
typically reflects in the source account within 24 hours but may take up to 7 working days
based on your banking cycle. In case of any issue kindly contact your source bank
(account) customer care.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato

Packaging Issue (Promo)

Hi Deeksha,
Hope you are doing well.
This mail is for Order ID - 123456789 from ABCD restaurant regarding the packaging
issue.
We apologies for the inconvenience caused to you and believe us, this was never our
intention to provide such an experience to you.
We have noted your feedback and we will try to take every measure to prevent such
incidents from recurring in the future.
We have added promo code (PACKAGING) worth INR 123.456 , n 22 April 2023 which is
applicable for one-time use and is valid for 30 days. You can apply this promo to pay for
any Zomato online orders in the future.
Thank you for choosing Zomato. Have a great day ahead.
Regards,
Team Zomato