Are Zomato Customers Using AI To Claim False Refunds? Here’s What Deepinder Goyal Has To Say

Recently, Zomato CEO Deepinder Goyal sat down for an interesting podcast with YouTuber Raj Shamani. The duo talked about quick commerce in India, business, and a lot more. During the conversation, Deepinder revealed that some customers are now misusing AI-generated images, adding fake insects or showing damaged food, to falsely claim refunds.

Deepinder Goyal On False Scams Using AI On Zomato

While talking to Raj Shamani, Deepinder Goyal shed light on a growing challenge Zomato is facing right now – fake refund claims driven by AI-generated images! He shared that some customers have used artificial intelligence to create misleading evidence like insects, nails, and even smashed food to ask for refunds.

Calling out the ‘insane frauds’, he revealed, “AI-generated images are used. They will add an AI-generated fly, an insect, or a foreign object, such as a nail. AI has even made it easier to convert your perfectly fine cake into a smashed, smudged cake. I was like, suddenly, 5% cake smashes. How has this risen so suddenly?”

Also Read: Grammy Winner Ricky Kej Gets Robbed By Zomato Delivery Agents In Bengaluru

Frauds By Online Food Delivery Partners

Not just customers, there have also been cases of frauds involving Zomato delivery partners, Deepinder Goyal shared on the podcast. He shared that the company removes around 5,000 gig workers every month because of various frauds. He revealed one of the most common scams is order being marked as delivered without the food actually reaching the customer. Also, misuse of cash-on-delivery payments is quite common. Delivery partners often claim they don’t have change, promise to return, and then never do.

So, how does Zomato resolve such cases? Deepinder explained that the company uses a “karma score” system, which tracks the past behaviour and history of both customers and delivery partners. While identifying who is at fault can be difficult, he acknowledged that the system isn’t always perfect.

Also Read: Govt’s New Rules For Gig Workers: How Swiggy, Zomato, Blinkit Staff Are Affected?

Let us know your thoughts on this podcast in the comments section.

Cover Image Courtesy: Canva Pro/panida wijitpanya & X/@sanjay_kumar_97