'Zomato should introduce OTP based verification for food deliveries,' Pune student fumes after order vanishes, netizens support idea

A Pune-based tech student, identified on X as @Rushu_Tushu, has called for OTP‑based verification for food deliveries after their Zomato order went missing.

The post has since gone viral on X, crossing more than seven lakh views, prompting several users to share similar experiences with quick-delivery apps such as Zomato, Blinkit and Swiggy. 

Many of them supported the engineering student's idea to use OTPs to verify customers before orders are delivered.

The Pune customer took to X on Monday and shared about placing a Zomato order late on Sunday.

When the delivery was delayed by almost 30 minutes, the customer found it suspicious.

After going downstairs to collect the order, the person got a notification informing, “Order delivered” — even though no one had called or handed over the package.

In the post, the Pune student mentioned trying to call the delivery partner, who did not take the calls. The customer then contacted Zomato support, which arranged a conference call with the delivery partner and customer care.

The delivery partner claimed that he had given the parcel to “a boy standing in the colony” who allegedly mentioned the order ID.

But as the Pune student pointed out, order IDs are printed on most delivery bags, raising questions about how an order could be handed over without any identity confirmation.

Zomato eventually refunded the amount, but with a warning that “this is the first and last time,” which the student called “unfair”.

Reacting to Zomato's response, the customer said, “How is this my fault? And what if it happens again? Will I not get a refund then?”

The student added that incidents like this could be easily prevented if Zomato required OTP verification before delivery.

"Anyway, I’ve deleted the Zomato app. Not ordering food online anymore. They wasted my time, and I ended up with nothing to eat in the middle of the night."

Startup Pedia has not been able to verify the incident.

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Netizens respond

The post triggered a flood of responses from users who reported similar issues.

One user shared a Blinkit incident where items meant for a house party were marked as delivered even though the order had been given to someone else standing outside the wrong house.

The delivery partner later returned, apologised, and took responsibility. "Thankfully, we got our items back. But the bigger question remains: how can an order be delivered without proper verification? Anyone standing nearby can simply accept the order," the user commented.

Another X user shared their experience with Swiggy. They placed an order that was delayed and eventually cancelled after the delivery partner claimed to have an accident. Swiggy re‑ordered the items, but the second delivery partner also reported an accident. Later, Swiggy allegedly told the user that no refund could be issued as it was a repeat order, leaving them “with no food, money lost, and a waste of two hours.”

Zomato should introduce OTP based verification for food deliveries.

Yesterday, I ordered food from Zomato, and the delivery partner was unusually delayed, almost 30 minutes late, which already felt suspicious.

When I went downstairs to receive my order, I suddenly got a… pic.twitter.com/nnk1kHyoLh

— SUPERBRO (@Rushu_Tushu) January 26, 2026

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