Notes

Zomato Canned Responses Updated

Opening: Hi there, my name is Leonardo and I will be assisting you today.
Assurance and Acknowledgement- I certainly understand your concern. Please do not worry as I will surely try my best to assist you.
Apology - I agree that apology is not everything, It cannot bring back the expectation you had with your meal but still I sincerely apologize for the inconvenience caused to you.
Empathy - I can understand how you must be feeling right now.
Hold - Please allow me 2 min so that I can check the details for you.
Unhold - Thank you for staying connected. I really appreciate your time and patience.
Positive Statement - I’m happy that I could help you today.
Further Assistance - Is there anything else that I can help you with today?
Closing: Thanks for contacting Zomato. Have a great day ahead.
Asking the customer to understand - I would request your kind cooperation in this.
Asking the customer to understand - Hope you understand this.

Appreciate the customer - I really appreciate your kind understanding in this.

Asking the customer for a source: Could you please confirm that where would you like me to initiate the refund for you? I can either initiate the refund in your source account or in the form of promo.

If you want a refund in your source then I can go ahead and initiate a refund of Rs. 100 for you which will be credited within 5-7 working days.

However if you need it in the form of a promo then you will get Rs. 50 as a promo which will be one time usable and you can use it in all the restaurants on Zomato within 30 days.

Promo - Although refund or coupon is not the solution however, I would like to give you a small token of apology from my end, I am initiating a promo worth ₹50 as a goodwill gesture.


Zomato credits worth ₹30 have been added to your account. These are valid for 30 days. You can use Zomato credits while paying for their next order on Zomato.
We will surely try to improve the service from the next time by minimizing these kind of scenarios in future.
Refund Blocked PQ: I understand that your order was not upto the mark. I can check you had placed an order from this restaurant previously as well & had a similar experience.

As we don't manage the food preparation , its all handled by the restaurant only so I will request you to please share a review under the restaurant page so they can try to improve their services.




Where is my order

Within ETD (Placed)
If the restaurant/valet is reachable

I understand that you want to know your order status.

I will surely try to help you out with this.

Please allow me 2 minutes so that I can call the restaurant/valet so that I can check the order status with them.

Thanks for staying connected.

I would like to let you know that I just contacted the restaurant/valet and they informed me that they are preparing your order.

I would like to let you know that a valet will be assigned for your order shortly so that your order can be delivered to you as soon as possible.

You can also track the order from your application itself.

I hope I was able to help you.

Is there anything else that I can assist you with?

Thanks for choosing Zomato. Have a great day ahead.


If the restaurant/valet is unreachable

I am sorry to let you know that I just tried to contact the restaurant/valet but they are unreachable as of now.

For LOGs order
I can see that your order is placed at the restaurant and the valet will try to deliver the order within XX minutes.

For Non-LOGs order
I would request you to wait till the estimated time of order delivery so that the order can be delivered to you as soon as possible.

Hope you understand that.

I would request your kind cooperation in this.

Thanks for your kind understanding.

I hope I was able to help you.