Hi. Welcome to Zepto. I am happy to assist you today.

Thank you for informing.

Thank you so much for contacting us.

May I understand your concern to assist you better?

May I know the exact missing items so that I can assist you further?

As I would like to inform you that order cannot be edited once it placed.

Glad to hear that you shop with us !

I am really sorry for the trouble caused to you.

I kindly request you to share clear images of the product received so that I can assist you better.

I kindly request you to share clear image of an issue so that I can assist you better.

I would appreciate a prompt reply so that I can take action immediately.

Since there is no provision to provide to share the product Image, Please feel free to come back at your
convenience and me or my colleagues available at the time will assist you with the resolution.

As I can see you are not available as of now. Please feel free to come back at your convenience and me or
my colleagues available at the time will assist you with the resolution.

As I am checking your details with the warehouse team, it is taking more than excepted time. I
request you to bear with us.

It might take 5-7 mins as we need to validate things. Request you to bear with us and stay connected with
us.

Thank you so much for sharing image.

I will quickly look into this for you.

Definitely, I will make certain that this gets resolved quickly for you.

The best thing as of now which I can do will pass this feedback to my team to get this addressed so
will provide you a pleasant experience going forward!

Kindly allow me a min so I can check with your detail.

Kindly allow me a min so I can initiate your refund.

After confirmation from the store, we are confident we have delivered as expected. We will not be able to
assist any further on this. Thank you for your understanding.
As of now we are facing high demands of order I request you to bear with us. We will deliver your order
shortly.
Thank you for your patience.

As I would like to inform you we store all product with updated barcode and expiry date so it helps to
keep perfect Inventory

Gaurav I can understand the concern about MRP but as I would like to inform you we store all product
with updated barcode, expiry date and MRP so it helps to keep perfect Inventory but sometimes it
happens by human errors

We confirmed with the team that all the products were correctly delivered. We have checked with the rider and the
records as well. We will not be able to assist any further on this. Thank you for your understanding.
Going forward request you to check the order at your doorsteps and if the order is not as per the expectation you
have full right to deny the order if you collect the order it will be considered a correct and consumable order and no
refund and voucher will be issued.

Due to heavy demand, our orders are getting delayed. However, we are trying our best to deliver the
order at the earliest. We request your co-operation in this regard.

We are sorry about this experience. I will pass this feedback to my team to get this addressed

Meanwhile I request you to please accept either a coupon or a refund as a token of apology for the
inconvenience caused. Which one do you prefer? 

Going forward request you to please check your order before receiving it as if order is not up to the mark
you have full right to Deny it at your doorstep.

As your last order was COD I request you to please accept coupon worth ₹  / as a token of apology for
the inconvenience caused.

I have initiated a refund of ₹ /- which will be reflected in your source bank account in 3-5 working days.

As I can see you are not available as of now I have initiated a refund of ₹ , /- which will be reflected in
your source bank account in 3-5 working days.

We have already initiated a refund. Please allow 3 to 5 business days for the refund to reflect in your
source account

As your last order was COD I have initiated a coupon with a code of APXSIB worth ₹ : /

I hope I addressed your concern and resolved it to your satisfaction.

Apart from this Is there anything else I can help you with?

If you face any issues in the future, please connect with us! We are always here for you!

Thank you for choosing Zepto. Keep shopping with us!!!

I request you to wait for 5-10 min we will deliver your order shortly.

Thank you for being patient with us, I have initiated a coupon with a code of CVUPTS worth Rs/
Coupon is available at the "Avail Coupons / Offers " section on your app. You may use it to place a fresh
order with us.

The coupon will be valid for 30 days. If any product in your cart does not qualify for the deal offered by
the coupon, it will be specified when applying the coupon.

Sorry to say this but coupon gets expired as you cancelled the order.

As you also know about weather, it may be got melt during delivering to you as we store all chilled
products at cool temperature at our warehouse. As of now I request you to refrigerate it for some time
and then consume it.

If the product is in consumable state you can keep it else you can discard it!

I would like to inform you that you can visit www.zeptonow.com/paan and website will give you an option
to download an Application and after registering your number if the app is taking you to the shopping
page then you can shop with us for placing tobacco products ordered whichever is preferable.

As I like to inform you, sir, to shop with us you have to download the App from the Play Store/App Store.
After registering your number if the app is taking you to the shopping page then you can shop with us.

If application is not letting you go to the shopping page means we do not deliver products to that
particular area as of now stay tuned for updates and we hope to serve you in the near future. Have a great
day.

If I was able to solve your queries to the best, we would love to hear your thoughts and opinion.

We are working hard to build even higher-quality products for our customers. Please share your
feedback with us. Thank you for choosing Zepto. Keep shopping with us!!!

After checking your details I can see that you have multiple canceled orders at your account. As of now I
am enabling your COD option from my end it will activate within 24 Hours

If not then request you to please make one online payment. As you make one online payment system will
automatically enable your COD option instantly.

As of now have enabled your COD option kindly check it. If it’s not showing you then there is no other
option than making one online payment!

In the meantime, we request you to use the alternate mode of payment for ordering from Zepto.

Request you to bear with us as we are evolving we wants supports from customers like you to grow
better! Hope you will understand and support us !

Basically, when we deliver our order, there is a packaging team who works really hard in the backend to
pack all the products quickly and swiftly. Hence, there's a charge of Rs. 7
As we do not have access to the rider but you can click on the “Call Rider” option to connect with the
rider. You can find this option under the ETA timer.

Arrived option.

After checking your order status I noticed that our delivery executive has already arrived at your location
and will deliver your order to you shortly.

For better accuracy of order status I request you to click on the “Call Rider” option to connect with the
rider.

In case you are not able to reach out to our delivery executive, I request you to rest assured once the
delivery executive reaches your location he will give you a call.

Packed.

Thank you for patience. After checking your order status I noticed that your order is packed, our delivery
executive has already arrived store and will deliver your order to you shortly.

Dispatched

After checking your order status I noticed that your order is dispatched and our delivery executive has
already arrived at store location and will deliver your order to you shortly.

Closing

Thank you for connecting with us today, we look forward to serving you again. Wishing you a good day
ahead. Please stay safe.

Gift

As I can there was no added Gift in your cart. Would you bother sending me a snap of your order details
so I can get an idea that you were eligible for the gift Item?

I am sorry to hear it, unfortunately we are retailers and have limited control over taste and texture of the
product. The best I can do for you is that I will raise this issue with the manufacturing company.

We ensure that necessary actions will be taken and you will not have such experiences going forward.

So Sorry We don't want our valuable customer's to have unpleasant experience. Here the best I can do by our side is
to initiate the refund for you.

Request you to please follow the basic troubleshooting steps

I would like to tell you that to place an order please go to the home page.
Search for the product you want.
You will see the 'Add' option. Please add all the products you want to the cart.
And then go to view cart and proceed.
If you are able to see the products on our app, we deliver to that location.
If that is not the case, then stay tuned for updates and we hope to serve you in the near future. Have a
great day.

We ensure the products that we deliver are scanned, checked and verified before we dispatch.

We care deeply about your experience and we failed to meet that. We should have been careful.

It’s not the experience we wish to create for any of our customers.

We will ensure that we provide you a pleasant experience going forward!

As we are evolving request you to bear with us, customers like you can help us to grow better.
Please try to understand and support us to grow better!

We apologize for the inconvenience caused in this regard. We wish to inform you that our team is aware
about this issue and they are relentless working to get this issue resolved. In the meantime, we request
you to use the alternate mode of payment for ordering from Zepto.

We aim to deliver in 10 minutes but due to high order flow we are unable to do so that's why we are
working on it but we will be available back soon.

As of now we are facing high demands of order it will take approximately 5-6 working hours to replacement or
return instead of it I can process for a coupon or a refund. You may use it to place a fresh order with us.

As of now we do not have return or replacement policy I request you to please accept either a coupon or
a refund as a token of apology for the inconvenience caused. Coupon will reflect on your Zepto account in
about 2 minutes and refund will take about 3-5 working days to reflect in your account.

I’m sad to hear that you had a negative experience. Please tell me what happened, and I’ll do everything I
can to make things right.

We are facing a third party gateway issue, I have already highlighted this issue with concerned team

I can either process a coupon that will reflect on your Zepto account in about 2 minutes and can be used
immediately or I can process a refund which will take about 3-5 working days to reflect in your account.

Surge fee is applied during instances of very high demand in certain areas, it encourages more delivery
partners to be on the ground ensuring smooth operations. That said, the surge fee is applicable only for a
brief period. You can click on the notify me button on the app to know once the surge fee is removed.
Thank you for the information, I have forwarded the numbers to the team and they will get in unblocked
in the next 2 days.

Just to inform you that you're getting this error because you tried login the application using more than 2
numbers.

So the reason because you getting because you tried to log in from different numbers You can not log in
with multiple accounts on one device

We have upgraded our services and hence multiple logins are not allowed. You need to place order with
one desired number in one device only, I would request you to please Uninstall n reinstall it again.

Packing charges are for the packers who are packing the products for you, if your one number is getting
charged and the other one is not getting charged that means on some accounts it is free from the Zepto,
it comes under offer.

Basically, when we deliver our order, there is a packaging team who works really hard in the backend to
pack all the products quickly and swiftly. Hence, there's a charge of Rs. 7

8777361170

As we are retailers we do not have control over the quality taste texture and color of the product, Request
you to contact manufacturer for the same.

Thank you for your patience so far. I will be escalating this further to a senior member to assist you
with a resolution. Please allow me some time while I initiate this for you. 

We take the health of our customer with upmost priority, request you to take the refund as of now, I'll
forward this feedback to the concerned team.

Hi All,
 
We will now stop providing refunds for cases where the customers complain that the product received is
not cold. This is to be followed by the CS and escalation desk.
 
To assist you with this, below are a few canned responses that should be used when a customer informs
you about receiving a warm drink (example, warm Tropicana, warm Frooti, warm Red-bull, warm cold
drink like Pepsi, 7- Up and Sprite)
 
Note: CS Agents should not be transferring ‘Not cold’ cases to the escalation Desk. They should be using
the below responses.
 
Not Cold - 1st Response:
Thank you for bringing this to our notice. We appreciate your feedback and will pass it on to the store.
Considering that beverages are usually consumed cold, we try to deliver them in a ready-to-consume
condition. That may not always be possible though! We appreciate your understanding in this case.
 
Not Cold - 2nd Response:
We're sorry that you feel disappointed about the beverage not being delivered as per your expectations.
While we would love to have it delivered chilled and ready for you to consume, we hope you understand
that it may not always be possible considering the volume of orders received for beverages. Apologies
once again.
 
Not Cold - 3rd Response:
We understand that this has been a disappointing experience for you! We assure you that we will pass
the feedback on to the store, however, a refund can only be given if we have failed to deliver the product
as described on our app. I appreciate your understanding.
 
Not Cold – 4th Response:
We understand that this has been a disappointing experience for you! We assure you that we will pass
the feedback on to the store, however, a refund can only be given if we have failed to deliver the product
as described on our app. I appreciate your understanding.
 
Is there any other concern you would like me to address? If there is no other concern, I will need to close
this chat.
 
Thank you for contacting Zepto. We appreciate your continued patronage. Have a nice day.
 
Not Cold - Supervisor Escalation Response: (Only to be used if the chat is transferred to a
supervisor)
I understand where you are coming from, however, I hope you will agree that even when we purchase
beverages from a store or a supermarket, we don’t always manage to get chilled beverages because they
also have a limit on the storage capacity. As has been explained by the Customer Service Associate,
since the product has been delivered exactly as is described on our app, I hope you understand the
reason for the denial of a refund in this case. Is there any other concern you would like me to address?