Notes

Under which below scenario will you assign a BR (Buddy Rider) ?
8 Plates of Biryani order value worth INR 5999,

Zomato Gold members will now get a scratch card instead of a straight-up OTG coupon in
case the order gets delayed beyond the OTG promised delivery time.
The scratch card amount to be claimed can vary upto?
100% of Order value

Mx is persuading the advisor to cancel the order and MX is claiming that he got a confirmation from the CX. What actions will you take ?
Check earlier call history, call the CX , do proper probing and take action accordingly

Sanvi ordered for INR 10,000 and she wants the order to be cancelled as there is a delay on the order what will you do?
Inform the Cx that cancellation will lead to effort wastage , food wastage and there might be cancellation charges and try to save the order as per SOP

MX confirmed that there two riders might not be sufficient to deliver the order and DP is unresponsive. What actions will you take?
Fill CAB Booking form immediately

Zomato Gold is a membership-based program that offers which of the following benefits: (Select all Correct Options)
Free delivery and no surge/distance fee under 10km on orders of INR 199 and above
You also get up to 30% OFF on Gold partner restaurants on orders above ₹250 , over and above any other offer

After pickup of the order one of the rider had a vehicle breakdown and no other rider is available near by. In this scenario what action will you take ?
Fill the CAB booking Form and ask DP to deliver the order by CAB

Why can't Cx see the Zomato Gold Discount offer (Cx doesn't care about free delivery) on cart value of ₹199 and above? (Select all possible reasons) (Refer to Help Section for clarity)
Cart value is at less that ₹199 (excluding GST, packaging charge, delivery charge and item level discount)
Cx is not using the lastest version of Zomato app

Cx ordered 50 Starbucks Coffee (250ml), as confirmed by MX that 2 DP can deliver the Order and DP is unresponsive. In this scenario what should you assign a BR or CAB ?
Assign CAB after proper probing with the MX

Zomato Gold members will now get a scratch card instead of a straight-up OTG coupon in
case the order gets delayed beyond the OTG promised delivery time.
Within how much time does the Cx needs to claim the scratch card:
24 Hours

Maria placed a COD order using OTG , is she eligible for OTG coupon if the order breaches the OTG promise delivery time ?
No

Firdous mentioned that she is unable to combine OTG coupon with other promo. What is the resolution you are goin to provide?
Inform the Cx that OTG coupon cant be combined with any other promo

Cx ordered 10 pizza (Size 14 inch) value worth INR 6800, MX and DP both are unresponsive, Will you assign a BR or CAB?
CAB

In case the MX asks you to contact the DP to confirm if BR will be needed and DP is unresponsive, how will you proceed?
Ask MX again as the DP is not responding and assign Buddy rider

Zomato Gold members will now get a scratch card instead of a straight-up OTG coupon in
case the order gets delayed beyond the OTG promised delivery time.
How long is the promo valid for after the Cx has claimed the scratch card?
3 Days