Notes

For order status closing -
Please mark the order as delivered once you have received it.
Please mark "YES" in app, once you receive your order.
Please do let us know once you have received your order.
Thank you for chatting with us today. Have a nice day ahead.

For IRT responses, when you need to buy time -

Please allow me few minutes to check this and quickly get an update from the restaurant.
I am actively working on this, please allow me few minutes.
It is taking more time than expected, please bear with me.
I do understand this and also working on the same.
I am continuously trying my best to get an update for you.
I'm trying my best to get in touch with the restaurant. It's taking a bit longer than expected, as they haven't been responding to my calls.
We also do not want you to be hungry for long, please allow me few minutes to get an update.
I am still working on this, please allow me few more minutes to sort this for you.
I appreciate your patience. It is taking a little longer than usual.
When you have taken the update on the order status -

I just had a word with the restaurant and they have confirmed that your order has already been dispatched from the restaurant and will be delivered to you within 10-15 minutes.
I do understand your concern here, but I request you to please wait for few more minutes, as the order is about to reach you.
When restaurant is not answering in case of order status -

They are still not answering, I request you to please wait for another 10-12 more minutes. If you still haven't receive the order, do let us know here.
When order is not not yet confirmed -
Our concerned team is working on your order, you will soon be notified about the acceptance or cancellation.
I request you to please wait for another 5-7 minutes, you will soon be notified.
When you need to calm the customer down -
Be assured that we will share a stern feedback with the restaurant and make sure to improve upon the services and avoid such incidents.
We regret for the slight delay regarding your order.We'll ensure that this doesn't gets repeated again in future.
We request you to please mark this as an exception and give us another chance in future to serve you bigger and better.
I would also suggest to share a stern feedback on the restaurant page and same would be done from our end to avoid these instances.
We always try to serve our customers in a better way but some situations are beyond our control.We assure you it will not be repeated again.
I hope you'll consider this an isolated incident and give us one more chance to prove our standard and service to win your heart.
I do understand the inconvenience you have faced, and I extend my sincere apologies for the same.
We have mentioned in terms of Online ordering already that "Delivery periods quoted at the time of ordering are approximate only, and may vary".
When you need to buy time from the user to check the status of his order


Please allow me a few minutes to connect with the restaurant and get back to you with an update.
This is taking longer than expected. Please bear with me while I continue to work on your request.
We appreciate your patience. It is taking a little longer than usual. Please bear with us.


The situation where you are not able to get an update from the restaurant

I’m constantly working on your request but the restaurant is not responding. Please give me few more minutes to get an update on this. Meanwhile, I would request you to please confirm here if you receive the order.

If the user is very irate and the condition is (Delay, Poor food quality, Unhappy with the restaurant's services )

We are really sorry for the inconvenience caused but please be assured this has been taken up with the restaurant management and will make sure such incidents are not repeated again in future.

Please be assured that corrective measures will be taken here. To ensure this, the matter has already been raised with the management of the restaurant and we’ll keep following up till we are satisfied that this will not be repeated again. Deeply regret the trouble here and truly hope you will give us another chance.

This is as serious for us as it is for you. I will myself take this to the higher management and we will ensure that we work closely with them to avoid such issues from cropping up in the future.

We work really hard to make your experience better, but sometimes due to unavoidable circumstances, we fall back. I can understand your frustration and it’s totally justified. I am once again extremely sorry for the experience. I hope you give us another chance to rectify our mistake.


There’s no amount of apology that can cover up for the trouble caused, our efforts will only be emphasized on providing you a better experience next time

How can I cancel my order ?

For cancellation purpose you need to reach us and then we get in touch with the restaurant for the same and only after their consent we can proceed on cancellation
In case of Poor Quality -

I do understand your concern here, but quality and quantity depends on the sole discretion of the restaurant and we've very less control over it, however will take this up with the restaurant's management.
I understand that you were not happy with the food. Being a foodie, I can completely relate to your situation. However, I request you to please understand that we do not have control over the quality of the food that's provided by the restaurant. We never let these issues go unnoticed. Your feedback always is shared with the restaurant management, which will help them to improve the quality of the food.
Please be assured that it would never be our intention that the food quality and quantity doesn’t live up to the ordering experience you had. Unfortunately, our control over the quality and the quantity of the food that is prepared by the restaurant is limited and we would not be able to make any monetary compensation for the same.
I would definitely suggest that you post a review on the restaurant page on Zomato. This would be the best way to make sure that the restaurant management takes note of the food quality that was delivered to you and give them a chance to take corrective measures. We always try to serve our customers in a better way but some situations are beyond our control. We assure you it will not be repeated again.
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