Characters

Characters
Use cases

Sample 1
Address Type May I know at which address you want this order to be delivered
Modify address 123 and how far is it from the location you mentioned earlier? 180
modification

We charge delivery charges from you to pay our delivery partner

for their services and to appreciate their dedication to serving
batching delivery
customers. These are calculated based on the distance travelled
Batching charge issue 263
by the delivery partner for your order, and the ongoing order
demand.

Jaisa ki mai hum dekh paa rahe hain aapka khana bann gaya hai
aur agar abhi hum aapka order radd karte hain toh bana hua
Hindi 206 khana bekar jaega, toh aapse anurodh karte hain ki aap apne
order ko swikaar kar le.

Cancellation
As I can check the food is ready and if we go ahead with the
cancellation at this moment, it will lead to food wastage. All
English 249 efforts made by the restaurant partner/delivery partner will go in
vain, so I would request you to please accept your order.

That is highly unusual, seems like there is a network congestion

at the delivery partner’s end due to which you are unable to see
DP not moving 264 his movement or precise location. It's also possible that he might 188
be stuck in traffic, leading to no movement. Let me look into this

I can understand your concern, however, a refund/compensation

is not possible in this case. We continue to work with our
No compensation restaurant and delivery partners to ensure a seamless delivery
275 342
experience for you. Please be assured that the order will be at
your door step by XX time.
 We are sorry for the inconvenience caused due to delay. Since
the food is already prepared, the cancellation will lead to food
Promo delay wastage. As a good will gesture, please accept INR X as a promo
303
code with a validity of 30 days. I would request not to cancel the
order. may I go ahead and initiate the same?

Restaurant is currently preparing your order and our delivery

DP Assigned - At
partner is at the restaurant to pick up your order. Please be
the restaurant 183 307
assured that your order will reach you in the next X mins.

We apologize for the inconvenience caused due to the delay in

DP Assigned -
the pick up of this order. I tried calling the delivery partner but
On the way to
he is unresponsive to the calls. In order to ensure the order
restaurant (Call
377 reaches you as soon as possible, without any further delay, I am 291
DP UR) -
requesting the assignment of a new delivery partner to deliver
Extreme delay
the same. Please allow me a few minutes to process this.

Thank you for your patience. I just spoke with the delivery
partner and got to know that unfortunately he has been in an
accident. We are taking the appropriate measures to ensure his
DP accident
321 safety and well-being and also assigning a new delivery partner
reassignment
to pick up the order. Please allow me a few minutes to process
the same.

WIMO
The delivery partner is en route to your location, currently X
On the way -
meters away and expected to arrive in Y minutes. We apologize
Delay (extreme
246 for any delay caused by unforeseen circumstances and assure
delay)
you that the delivery is being made as promptly as possible.

I wanted to update you that your delivery partner is en route to

you with your order. He is currently X meters away and is
On the way -
estimated to arrive in Y minutes. I apologize for the delay caused
Delay (slight
330 by unforeseen circumstances. Please be assured that the delivery 341
delay)
partner is doing his best to deliver the order to you as soon as
possible.
 We understand that you may be eagerly awaiting your meal, and
we assure you that it is currently being prepared with utmost care
DP Assigned - At
and attention. Our delivery partner is at the restaurant. however,
the restaurant -
331 we were not able to reach out to them at the moment. We 335
DP UR
anticipate that your order will be delivered to you within the next
X minutes.

DP Assigned -
I just called the delivery partner, but he’s not answering at the
On the way to
moment as he could be driving to the restaurant. He is expected
restaurant (Call
206 to reach the restaurant by XX, don't worry you should get your 361
DP UR) Slight
order by YY.
delay

I would request you to relaunch the app once, and you should be
able to track the delivery partner. If the issue still persists, I
wimoappstuck 209 would request you to get back to us, we will surely help you out
on the same.

Thank you for your patience. I tried calling the restaurant but he
DP Assigned -
is unresponsive to our calls. However, as I can check your order
On the way to
is prepared by the restaurant and our Delivery partner is on his
restaurant (Call 293 261
way to pick up your order. Please be assured that your order will
MX UR)
reach you in the next X mins.

I tried reaching out to the delivery partner but they are not
DP unresponsive responding to my calls and hence I am unable to convey your
178
instructions instructions to them. I’m sorry for this inconvenience.

I tried reaching out to the restaurant partner but they are not
Instructions MX unresponsive responding to my calls and hence I am unable to convey your
180
instructions instructions to them. I’m sorry for this inconvenience.

I have passed on your instructions to the <restaurant/delivery

Instructions
137 partner>. They have further communicated that the same shall be
passed on
followed.
 Keywords 2
Keywords.
Sample 2
I can definitely go ahead and arrange delivery to
/Address
the new address if the distance is within 5 km.
/Address Modification 2
Please let me know the new address so that I can
Modification1
check the distance and help you.

/
batchingdelivery
chargeissue

/Cancellation/
Hindi

/Cancellation

I apologize for the inconvenience, seems like

there is some issue with the delivery partner’s
device due to which there is a lack of update on /DPnotmoving
his current location. Let me look into this.

We attempt to ensure that orders are delivered

within a reasonable amount of time. However,
there are instances of delays due to unavoidable
factors. We apologize for not being able to /
deliver your order within your expected time, nodelaycompens
Please be assured that the delivery partner is ation
doing his best to deliver the order to you as soon
as possible.
 /delaypromo

Your order is being prepared by the restaurant

and delivery partner is also at the restaurant to
pick up your order. Please be assured that your
order will reach you in next X mins. We know
/preparing1
how hard it is to wait for your favourite dish to
arrive, we really appreciate your patience and
understanding here.

I appreciate your patience. I tried connecting with

the delivery partner, however, he is unresponsive
/
to the calls. In order to avoid any further delay in
/ dpreassignment1
the order, I am requesting the assignment of a
dpreassignment2
new delivery partner to deliver the same. Please
allow me a few minutes to process this.

/DPaccident/
reassignment

/extremedelay/
orderontheway

As I have checked, the delivery partner is on his

way to deliver the order. He is currently X meters
far and shall reach you in Y minutes. I understand /slightdelay/
there has been a delay from the delivery partner’s /slightdelay/ orderontheway1
end due to unavoidable circumstances and orderontheway
apologize for the same. Please be assured he is
trying to deliver the order as soon as possible.
We understand that you may be eagerly awaiting
your meal, and we assure you that it is currently
being prepared with the utmost care and attention.
/dpur-preparing2 /dpur-preparing1
Our delivery partner is at the restaurant. however,
we were not able to reach out to them at the
moment. We anticipate that your order will be
delivered to you within the next X minutes.

Thank you for your patience, I tried connecting

with the delivery partner over call, however, he is
unresponsive now, It is possible that he must be /dpur- /dpur-
driving to the restaurant to pick up your order. I dpnotreachedres dpnotreachedres
will call the merchant meanwhile to fetch updates 1 2
about the order preparation. You can also ask for
updates from the delivery partner via chat support
with him.

/
appstuckrelaunc
h

I just called the restaurant but they seem to be

busy at the moment. However, as I can check /mxur- /mxur-
restaurant is currently preparing your order and dpnotreachedres dpnotreachedres
our Delivery partner is on his way to pick it up. 2 1
Please be assured that your order will reach you
in the next X mins.

/Instructions/
Dpunreponsive

/Instuctions/Mx
unresponsive

/Instructions
 Characters

Characters
Use cases

Sample 1
Type
Please accept our apologies for the packaging issue that
occurred with your order. Rest assured, we are actively
Verified 254 working with our restaurant/delivery partner to address the 305
issue and will try our best to ensure similar issues do not
occur in the future.

Packaging I apologize for any inconvenience you may have

Denial- experienced with your recent order. Since we weren't able to
209 138
Minor verify any major damage to the food, we regret to inform
you that we can't provide you with a refund.

I apologize for any inconvenience you may have

Denial- Not experienced with your recent order. Unfortunately, we are
208 129
verifiable unable to verify the issue you raised based on the photos
provided and therefore cannot issue a refund.

I apologize for the inconvenience caused due to wrong

delivery of items . We assure you that your feedback has
Verified 241 been noted and shared with our restaurant/delivery partner to 261
try and ensure that such mistakes do not happen again in the
future.
Wrong Order

Having investigated your claim thoroughly, I have

determined that the issue you have raised cannot be verified
Denial- Not
237 and therefore, we will not be able to initiate a refund. Please 243
verifiable
accept my apology for any disappointment this may have
caused.

Please accept our sincere apologies for the quality issue. As

an aggregator, we facilitate the delivery from various
restaurants and wouldn't want such issues to occur. We
Verified 301 404
assure you that we have shared your feedback with the
restaurant partner to ensure that such issues do not occur in
the future.

FSSAI
 FSSAI

I apologize for any inconvenience you may have

Denial- Not experienced with your recent order.Unfortunately, we are
208 380
verifiable unable to verify the issue you raised based on the photos
provided and therefore cannot issue a refund.

I apologize for any inconvenience caused by the restaurant

Instructions not following the special cooking instructions provided.
not Please note that instructions are to be followed on a best
323 305
followed(cookin effort basis by the restaurant.We value your feedback and
g) recommend contacting the restaurant directly after placing
your order to ensure accuracy.

Recently We apologize for the delay in your delivery. We are trying to

marked as reach our delivery partner but they are currently
189 309
delivered- unresponsive. We request you to wait for 10-15 minutes as
DP UR they may be nearby.

FND

Our sincerest apologies, [name}. We fell short on delivering

your food as promised and the delivery partner is
Confirmed unresponsive as well. Although this seems to be highly
299 336
FND unusual, we will be taking this with the delivery partner and
will try our best to ensure similar issues do not occur in the
future.

After investigating your claim of the missing item, we have

been informed by our restaurant partner that all items were
Denied by sent as ordered. Without validation from the restaurant, we
345 405
MX will not be able to initiate a refund for the missing item. We
understand that this may be disappointing, and we apologize
for any frustration this may have caused.

Missing Item

I apologize for any inconvenience you may have

experienced with your recent order. We have attempted to
MX UR 277 validate your claim with our restaurant partner but haven't 329
been able to reach out to them. Without validation from the
restaurant we wouldn't be able to process a refund.
 I apologize for the quality issues with your order. As a food
aggregator, we do not have direct control over the quality of
food, but we understand that it is an important aspect of your
Refund 323 248
ordering experience.We value your feedback and would like
to compensate for the bad experience by offering you a
refund/promo of Rs XX.

PQ
I apologize for any inconvenience you may have
experienced with your recent order. Unfortunately, as we do
not have direct control over the quality of food, we would
Denial 334 324
not be able to initiate a refund. We value your feedback and
suggest that you leave a review on the restaurant's page to
help other customers make informed decisions.

Cutlery
I apologize for any inconvenience you may have
instructions
Cutlery experienced with your recent order. Please note, as a food
not
Instructions 274 aggregator our control over the restaurant's decision is 268
followed-
not followed limited. We apologize if your request was not met and assure
Accepted/N
you that we will continue to improve our service.
A
 Keywords 2
Keywords
Sample 2
Please accept our apologies for the packaging issue that
occurred with your order. I can assure you that we are
working actively with our restaurant/delivery partner to
/PP/Verifiable1 /PP/Verifiable
resolve the issue. We assure you that we value your
feedback and will try our best to ensure similar issues
do not occur in the future.

I apologize for the any inconvenience with your order

and regret to inform you that as the food wasn't /PP/Minor /PP/Minor1
damaged, we can't provide a refund.

I regret to inform you that we cannot issue a refund as

/PP/Non-
we are unable to verify the packaging issue based on /PP/Non-Verifiable
Verifiable1
the photos provided.

Please accept my apologies for the inconvenience

caused by the wrong delivery of items. We have noted
your feedback and shared it with our
/WO/Verifiable1 /WO/Verifiable
restaurant/delivery partner, and we will try to take
every measure to prevent such incidents from recurring
in the future.

After conducting a thorough investigation, it has been

determined that the concern you raised cannot be
/WO/
confirmed. As a result, we regret to inform you that a /WO/NonVerifiable1
NonVerifiable
refund cannot be processed. We apologize for any
inconvenience this may have caused.

We deeply regret the quality issue you encountered

with your order. As an aggregator, we take great pride
in connecting our customers with their favorite
restaurants, and we're disappointed that this experience /Fssai//
/Fssai//Verifiable1
fell short of your expectations. We assure you that we Verifiable
have taken your feedback and shared it with our
restaurant partner, with the aim of ensuring that such
issues do not occur in the future.
 I apologize for the disappointment you may have
experienced with your recent order. While we
understand your concern and have taken the time to
review the photos provided, we regret to inform you /Fssai//
/Fssai//NonVerifiable1
that without further validation, we are unable to NonVerifiable
process a refund. We assure you that we value your
feedback and will try our best to ensure similar issues
do not occur in the future.

Our sincere apologies for any inconvenience caused by

/
the restaurant's failure to follow the special cooking
/ InstructionsNotF
instructions. Despite this fact, we as the aggregators
InstructionsNotFollowed/ ollowed/
have limited control over the restaurant's adherence to
CookingInstructions1 CookingInstructi
these instructions. We've noted your feedback and have
ons
shared it with the restaurant.

We understand that you are expecting your order and

that it has not yet arrived. We want you to know that
/FND-(DP
we have attempted to contact our delivery partner, but /FND2-(DP UR/False
UR/False
he appears unresponsive at this time. Since this is Punch)
Punch)
unusual, we would appreciate it if you would wait for
10-15 minutes more as he might be nearby.

We apologize for the inconvenience, [name]. We failed

to fulfill our promise of delivering your food and the
delivery partner has become unresponsive now. This is
/
not the standard practice and seems highly unusual. /FNDconfirmed
FNDconfirmed1
Please accept our sincere apologies for any
inconvenience caused and we look forward to serving
you better in the future.

After investigating your claim of the missing item, we

have been informed by our restaurant partner that all
items were sent as ordered. We are truly sorry for the
disappointment it may have caused. We understand the
/MI/Mx denied /MI/Mx denied2
importance of your satisfaction and although we are
unable to process a refund without validation from the
restaurant, we value your feedback and will do our best
to improve in the future.

I regret the inconvenience caused due to the missing

item in your order. We understand the importance of
your satisfaction and we have attempted to contact our
/MI/Mx
restaurant partner multiple times to validate your claim, /MI/Mx Unresponsive
Unresponsive1
however, they are unreachable. Without validation
from the restaurant we wouldn't be able to process a
refund.
 I apologize for the quality issues with your order. We
understand that quality is important and regret that the
restaurant partner was unable to meet your /PQ/Refund1 /PQ/Refund
expectations. As a gesture of goodwill, we would like
to compensate for the bad experience.

I apologize for the quality issues with your order. As

an aggregator, we do not have direct control over the
quality of food, and we are unable to process a refund.
/PQ/NoRefund1 /PQ/NoRefund
We value your feedback and suggest leaving a review
on the restaurant's page to help other customers make
informed decisions. Thank you for your understanding.

Please accept our apologies for any inconvenience

caused by this. Since we act as an aggregator, we have
limited control over the availability of cutlery or the /NoCutlery /NoCutlery1
adherence to cutlery instructions at the restaurants. We
look forward to serving you better in the future.
 Characters

Characters
Use cases

Sample 1
Type
I sincerely apologize for the hassle you had to
face. While your experience with this order
wasn't up to the mark, we will try our best to
General Apology 197 154
ensure that you do not experience anything
similar again.

Apology Hum vaastav mein apane graahakon ko

sarvottam sambhav tareeke se seva dene ke lie
kadi mehanat karate hain, lekin kabhee-kabhee.
Hum asafal ho jaate hain. Isilie, ham aapaka
Hindi Apology 281
sahayog aur samarthan chaahate hain taaki ham
is par kaam kar saken aur hamaari sevaon mein
sudhaar karen.

Is there anything else apart from this I may help

Further
General 60 you with?
assistance

Please feel free to reach out to us for any further

queries. Thank You for choosing Zomato. Stay
English 103 97
Safe!

Aapni nishshonkoche amader saathe punorai

shakkhath korun jodi aapnar aaro kono
shahayota dorkar hoi. Aamra obosshoi apnake
Bengali 248 shahayota korbo. Zomato r shaathe joritoh
howar jonno aamra apnake oshongkho
dhonnobaad janai. Bhalo thakun sushtho thakun!

mee delivery bhagaswamy ga ZOMATO ni

enchukunnanduku dhanyavaadamulu. Mari eh
Telugu 137 ithara sahamyam kavalanna maaku
teliyajeyandi. Subhadinam.

Ungal delivery patneraaga zomatovai thervu

seithatharku nandri. Vheru yedhenum uthavi
Tamil 147 erundhal engaluku therivikavum. Endha naal
eniya naalagatum.

Closing
Closing
Zomato vannu nimma vitharane paludaranagi
ayke madiddakkagi danayavadagalu.ethare
Kanadda 119
yavdo sahayakagi nammanu samparkisi.

Kirpa karke kisse vi hor sawala lai sade naal

Sampark karan lai Sutantra mahisus
Punjabi 139 karo,Zomato nu chunan lai tuhada dhanwad,
surakshit raho.

Zomato sathe waat karwa maate tamro khoop

Gujarati 73 abhar, Tamaro diwas shub reve!

Pudheel kontyahi prashnasaathi krupya

aamchyashi sampark saadha . Zomato
Marathi 118
nivadlylabadal dhanyavad . Surakshit raha !!

kisee bhee any prashn ke lie krpaya bejhijhak

hamase sampark karen. zomato ko chunane ke
Hindi 122
lie dhanyavaad. surakshit rahen!

Meeku sahayam cheyataniki nenu prayatnam

chestunnanu. Dayachesi kontha samayam
Telegu 88
ivvandi.

Meeku sahayam cheyataniki nenu prayatnam

chestunnanu. Dayachesi kontha samayam
Tamil 88
ivvandi.

Aapnar shomosshar shomadhaan korar jonno

Bengali 70 amake kichhu khon shomoy din

Dayavittu idannu parisilisalu nannage swalpa

Kannada 58 samaya nidi.

Kirpa Karine Mane a Tapasava mata thodo

Gujarati 50 samay apo

Mi Tumchya chintecha nirakaran karnayasathi

Marathi 88 kaam karat aahat, kripya mala thoda vel dya

Aapko hui asuvidha k lie khed hai, hume thoda

samay dijiye hum aapko order k sambandhit
Hindi 120
saari jaankari pradaan karenge.

IR
 IR

I tried connecting with the delivery partner,

DP unresponsive 92 however, they are unresponsive at the moment.

I tried calling the restaurant partner however,

they are unresponsive right now please allow me
MX unresponsive 114 94
few more minutes.

Please allow me a few minutes to review the

Acknowledgement information and I will get back to you with an
99 135
to cx's issue update.

I tried reaching out to the restaurant partner, but

was unable to get any response. Let me try
mx unresponsive-
174 calling the delivery partner for an update and I
call dp
will get back to you shortly.

I tried reaching out to the delivery partner, but

was unable to get any response. Let me try
dp unresponsive-call
174 calling the restaurant partner for an update and I
mx
will get back to you shortly.

Hey there! It's been a while since your last

Customer message. Please let us know if there is
113 171
unresponsive something we can help with.

Your feedback is very important to us and hence

I request you to write a review on the
restaurant's page as it will help them understand
Review 206 139
what went wrong and what they can do to
improve upon their services.

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 place an
Refund vs promo order now or whenever you want. Or you may
Promo 279
pitch wait up to 7 days to receive money back in the
mode of payment. May I process the coupon
refund now?
 I have shared the feedback with the restaurant
partner, and they are apologetic for this
Mx acknowledged 123 202
experience you had to go through.

Feedback
I have tried to reach the restaurant to share strict
feedback, however, they are unresponsive to my
Mx unresponsive 229 calls. Please be assured that we won't let this 180
instance go unnoticed and will try our best to
ensure this doesn't happen again.

Thank you for bringing this matter to our

attention. I have received your request and have
escalated it as an SOS case. This means that our
Escalated to SOS-
dedicated team will be looking into the matter as
SOS escalation Assuring the 355
soon as possible and will be in touch with you
customer
within <TAT>. We apologize for any
inconvenience caused and want to assure you
that your concerns are important to us.
 Keyword 1

Keyword 2

Keyword 3
Sample 2
We understand that this is not acceptable for you and
/apology2
have noted your feedback. However, we always take
/apology1
pride in providing a seamless experience for you.

/apology/hindi

/Further
assistance

Thank you for reaching out to us. Please feel free to /Closing1
contact us if you need further assistance. /Closing2

/ClosingBengali

/Closingtelugu

/Closingtamil
Closingkannada

/Closingpunjabi

/ClosingGujarati

/ClosingMarathi

/Closinghindi

/IR/Telugu

/IR/Tamil

/IR/Bengali

/IR/Kannada

/IR/Gujarati

/IR/Marathi

/IR/Hindi
 /IR/DP
unresponsive

/IR/Mx /IR/Mx
I tried connecting with the restaurant partner, however,
unresponsive unresponsive1
they are unresponsive at the moment.

Please give me sometime to check the details and your /IR/checking /IR/checking /IR4/checking
earlier conversations, to see what best I can do to make details1 details3 details2
your experience better.

/IR/Mx
unresponsive-
call dp

/IR/dp
unresponsive-
call mx

Since we haven't heard from you in a while, we will no

/Cx /Cx
longer be able to hold this chat. However, you may
unresponsive unresponsive1
write back on the same chat window if you need any
further help.

I would request you to leave a review on the

/Review2
restaurant's page and rate the item you have received
/Review1
for them to be more cautious in future.

/promo
I have shared stern feedback with the restaurant partner
and they have assured to improve upon their services to /Feedback1 /Feedback2
avoid such incidents in the future. Once again, we are
sorry for the experience you had.

I am sorry I am not able to contact the restaurant

/Feedback/mx /Feedback/mx
partner right now as they are not responding, however,
unresponsive1 unresponsive2
we will work on this issue to try and avoid such
instances in the future.

/SOS/Escalation