Deepinder Goyal Reveals Common Customer and Rider Frauds on Zomato Orders

Zomato CEO Deepinder Goyal, during a recent appearance on YouTuber Raj Shamani's podcast, revealed shocking details about the most common scams attempted by customers and delivery riders on the food delivery platform. Goyal highlighted how customers engage in "insane frauds" to secure refunds, such as deliberately placing their own hair in food parcels and then filing complaints. He noted a recent surge in AI-generated fake issues, where users add insects, flies, or nails or even smash perfect cakes digitally to claim compensation. "Suddenly, 5 percent of cakes smash. How has this risen so suddenly?" Goyal questioned, pointing to AI making fraud easier. Eternal, Zomato's parent company, uses advanced detection to combat these tactics.

Delivery partners are not innocent either, with Zomato terminating around 5,000 gig workers monthly for various frauds. Common scams include marking orders as "delivered" without actually handing over the food and pocketing the meal. Another prevalent issue is cash-on-delivery abuse, where riders claim a lack of change and promise to return but vanish with the order. Goyal explained that repeated patterns in complaints trigger terminations, ensuring accountability. These revelations underscore the challenges of managing a massive gig workforce while preventing exploitation. The company prioritizes fairness but acts decisively against proven offenders.

To resolve disputes between customers and riders, Zomato employs a unique 'Karma Score' system that tracks historical behavior and reputation for both parties. Goyal admitted that determining fault is often "challenging" and the platform "can never be fully right. " In contested cases, if the rider's karma score is stronger, Zomato sides with them; vice versa for customers. Surprisingly, in 50-70 percent of disputes, the company "takes the hit" by retaining the rider and issuing refunds. This balanced approach aims to maintain trust across the ecosystem. Only stark, repeating patterns lead to action like termination.

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Goyal's candid insights shed light on the operational realities of India's leading food delivery giant, which handles millions of orders daily. The podcast covered broader topics like 10-minute deliveries, founder mindset, and doing business in India. He clarified that 10-minute Blinkit services prioritize safety over speed, with riders instructed not to rush. These disclosures come amid Zomato's growth under Eternal, including Blinkit integration. The karma system exemplifies data-driven fairness in gig economy disputes.

The revelations have sparked online discussions about ethics in food delivery, with many praising Zomato's transparency. Customers and riders alike face temptations in a high-volume system, but Goyal stressed sustainable practices. AI fraud detection highlights tech's dual role in enabling and preventing scams. As Zomato scales, such measures ensure platform integrity. Goyal's podcast appearance reinforces his role as a forthright industry leader addressing real-world challenges.

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