Zomato CEO Deepinder Goyal has claimed that customers and delivery partners are increasingly using artificial intelligence tools to fraudulently claim refunds, exposing new challenges for trust-based digital platforms in India’s fast-growing food delivery ecosystem.
India’s leading food delivery platform, Zomato, is grappling with a new and unexpected challenge: artificial intelligence-powered attempts to game its refund system.
The revelation came from Zomato CEO Deepinder Goyal, who spoke candidly about the issue during a recent podcast, shedding light on how rapidly evolving technology is being misused to exploit platform vulnerabilities.
According to Goyal, some users are leveraging AI tools to fabricate evidence-such as manipulated images of food, misleading order details, or false claims of non-delivery-to secure refunds they are not entitled to.
In some cases, delivery partners are also reportedly attempting to bypass accountability by providing inaccurate or altered information. While such cases represent a small proportion of overall orders, Goyal noted that the sophistication and frequency of these attempts are steadily increasing.
“People Are Getting Smarter at Gaming the System,” Says Goyal
Speaking about the issue, Goyal explained that Zomato’s customer support and refund mechanisms are largely built on trust, designed to resolve grievances quickly and minimise inconvenience.
“We try to be fair and fast because food delivery is time-sensitive,” he said, adding that excessive scrutiny can often hurt genuine customers.
However, the rise of AI-generated content-such as convincingly altered photos or fabricated complaint narratives—has made it increasingly difficult to distinguish legitimate claims from fraudulent ones.
“People are getting smarter at gaming the system,” Goyal observed, highlighting how easily accessible AI tools have lowered the barrier to digital deception.
Zomato officials have not disclosed exact figures, but Goyal indicated that refund fraud remains a relatively small fraction of transactions. Nevertheless, the trend has raised internal concerns about long-term sustainability, especially as the platform processes millions of orders daily across India.
Trust-Based Systems Under Pressure in the Gig Economy
Zomato’s challenge reflects a broader issue facing gig economy platforms that rely heavily on trust-based dispute resolution models.
From ride-hailing apps to online marketplaces, companies have traditionally prioritised customer satisfaction by offering quick refunds or credits, often with minimal verification.
This approach has been central to Zomato’s growth, helping it build user loyalty in a competitive market. However, as AI tools become more advanced and widely available, such systems are increasingly vulnerable to exploitation.
Industry experts note that generative AI can produce realistic images, text, and even metadata, making fraudulent claims harder to detect without more invasive checks.
For delivery partners, the situation is equally complex. Many operate under tight timelines and financial pressure, and false accusations-whether genuine or fabricated-can impact their earnings or ratings.
At the same time, cases of misuse by a minority risk undermining trust in the wider delivery workforce.
Balancing Speed, Fairness, and Fraud Prevention
Goyal acknowledged the delicate balance Zomato must strike between preventing misuse and protecting honest users. Introducing stricter verification processes could slow down complaint resolution and frustrate customers who have legitimate grievances.
“We don’t want to punish the 99 per cent for the actions of a few,” he said, underlining the company’s cautious approach.
While no specific countermeasures were announced, Goyal hinted that Zomato is exploring technology-led solutions to identify patterns of abuse rather than scrutinising individual complaints in isolation.
This could include better detection of repeat offenders or inconsistencies across multiple claims, without requiring customers to jump through additional hoops.
The company is also reportedly investing in internal systems to better support delivery partners, ensuring that disputes are resolved more transparently and fairly for all parties involved.
AI Misuse Raises Ethical Questions Beyond Zomato
The issue has sparked wider conversations about the ethical use of artificial intelligence in everyday life. While AI has the potential to improve efficiency, accessibility, and innovation, its misuse for personal gain raises concerns about accountability and digital integrity.
Legal and technology experts warn that as AI-generated fraud becomes more common, platforms may be forced to adopt stricter controls, which could inadvertently impact user privacy or ease of access.
This, in turn, may widen the trust gap between companies and consumers.
For users, the temptation to exploit perceived “faceless” systems often stems from a belief that small acts of dishonesty cause no real harm. Yet, as platforms tighten policies to curb misuse, the consequences are frequently borne by honest customers and workers.
The Logical Indian’s Perspective
At the heart of this issue lies a question of values, not just technology. Artificial intelligence is a powerful tool—but its impact depends entirely on how we choose to use it.
Misusing AI to deceive platforms may seem harmless, but it erodes trust, burdens systems, and ultimately affects the most vulnerable stakeholders, including delivery workers.
As companies like Zomato work to strengthen safeguards without losing empathy, there is an equal responsibility on users to act with integrity.
In a digital ecosystem built on mutual trust, small acts of honesty can have far-reaching effects.
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