Notes

ABG Templates (Alpha, Beta, Gamma)
Email Food Issue Only



Type of food Issues


Quality
IMAGE VALIDATION

Burnt/Melted/Oily - Required

Bad taste, Bland Food, Spicy - Not Required

Foreign Particle - Required

Cold/Stale - Not Required

Uncooked Food - Not Required




Wrong Item
IMAGE VALIDATION

Veg Non-Veg Issue - Required

Other wrong item - Required



Missing Item / Special Instructions not followed


IMAGE VALIDATION

Not Required






Special Instruction not followed (Allergies or religious sentiments) / Quantity Issue


IMAGE VALIDATION

Required




Packaging Issue / Spillage Issue
IMAGE VALIDATION

Required









IMAGE VALIDATION

Customer has not shared images - Delta to assign to Gamma and Gamma to use below templates

Customer did not share the image
Customer did not share the image
Gamma Template

Spillage/Packaging

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us regarding your order #xyz

Having gone through your concern, we have understood the issue raised by you and will consequently raise a dispute with the restaurant partner that fulfilled your order. To expedite this process, please share the following:

1) Image of the food you received : Please ensure that the image is clear and shows the specific issue(s) you noticed with the food. Feel free to share more than one image, in case a single image is not sufficient to substantiate your claim.

2) The packaging in which the food was received: Please provide an image of the packaging material that was used by the restaurant.

This should help us substantiate the dispute with the restaurant partner and we will work towards taking corrective actions.

We appreciate your support towards resolving this issue.

​Please feel free to contact us, if you require further assistance at ​[email protected]




Gamma Template

Burnt/Melted/Oily

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us regarding your Order#.


Upon going through your concern, we have raised a dispute with the restaurant partner that supplied your order. For us to settle this dispute, we need your help with the following at the earliest:

Image of the food you received : Please ensure that the image is clear and supports the claim. Feel free to share more than one image in case a single image is not sufficient to substantiate your concern.

In case you have further queries about this process, please feel free to write back to us. We would appreciate any assistance from your end towards this issue and are keen to resolve this at the earliest.

​Please feel free to contact us, if you require further assistance at ​[email protected]


Gamma Template

Foreign Particle


Hi <Customer Name>,

Greetings from Swiggy!

We're sorry to learn that the items delivered on your order #xyz had unwanted particles.

Upon going through your concern, we have raised a dispute with the restaurant partner that supplied your order. For us to settle this dispute, we need your help with the following at the earliest:

1) Image of the food you received : Please ensure that the image is clear and supports the claim. Feel free to share more than one image in case a single image is not sufficient to substantiate your concern.


In case you have further queries about this process, please feel free to write back to us. We would appreciate any assistance from your end towards this issue and are keen to resolve this at the earliest.

​Please feel free to contact us, if you require further assistance at ​[email protected]










Gamma Template

VEG/NON-VEG

Hi <Customer Name>,

Greetings from Swiggy!

We're appalled to learn about the mishap on your order #.

Upon going through your concern, we have raised a dispute with the restaurant partner that supplied your order. For us to settle this dispute, we need your help with the following at the earliest:

1) Image of the food you received : Please ensure that the image is clear and shows the specific issue(s) you noticed with the food. Feel free to share more than one image in case a single image is not sufficient to substantiate your claim.


2) The packaging in which the food was received: Please provide an image of the packaging material that was used by the restaurant. It might help us understand the cause of the issue and work towards taking corrective actions.

In case you have further queries about this process, please feel free to write back to us. We would appreciate any assistance from your end towards this issue and are keen to resolve this at the earliest.

​Please feel free to contact us, if you require further assistance at ​[email protected]













Other incorrect item

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us regarding your Order#


Upon going through your concern, we have raised a dispute with the restaurant partner that supplied your order. For us to settle this dispute, we need your help with the following at the earliest:

1) Image of the food you received : Please ensure that the image is clear and supports the claim. Feel free to share more than one image in case a single image is not sufficient to substantiate your concern.


2) The packaging in which the food was received: Please provide an image of the packaging material that was used by the restaurant. It might help us understand the cause of the issue and work towards taking corrective actions.

In case you have further queries about this process, please feel free to write back to us. We would appreciate any assistance from your end towards this issue and are keen to resolve this at the earliest.

​Please feel free to contact us, if you require further assistance at ​[email protected]




















IMAGE DEPENDENT SCENARIOS - 1ST LEVEL RESPONSES

Proofs provided by customer, investigation closed in customers favor

Delta will send to Beta for gratification and Beta to use the below template

Hi <Customer Name>,

Greetings from Swiggy!


Thank you for writing to us about the order#


Please accept our sincere apologies for this experience. Based on your response and the <images/ details> shared, we’ve raised a dispute with the restaurant and are processing a coupon/refund in the amount of ..... <Include terms of usage if coupon>.

The feedback from this specific incident will also be passed to our teams that work closely with the restaurants and delivery partners to prevent such issues. This helps us ensure we remain on track to provide a hassle free experience to our customers.

​Please feel free to contact us, if you require further assistance at ​[email protected]







Beta to use the above template, wherein the Delta agent has screened the images and validated the checklist and approved gratification. The above template is applicable to all food issues.

Coupon template T & C - The coupon can be applied only in one order and it is valid for 30/90 days. It is applicable on all orders, except Swiggy POP and Dominos cash on delivery orders. You will find the coupon in the offer section of your app.



Customer does not have images - Only Feedback

The below template has to be used when a customer was asked for valid images and the customer replied stating he/she does not have the images. Alpha to use this template

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us regarding your Order #xyz /Thank you for getting back to us.

We understand that the details required to substantiate the issue you experienced are unavailable.

Please note that in such cases, it is important for us to substantiate/validate the concerns through <Images/Bills/Details) with the restaurant partner. In the absence of the same, Swiggy cannot raise a dispute with the restaurant partner and provide a fair resolution to the concern you’ve raised with us.

Alternatively, we suggest you to use the following measures:
You can rate the restaurant on the platform based on your experience. This ensures that the restaurant partners continuously keep working to reduce such issues as this directly impacts their businesses.
You can report the issue to FSSAI (Food Safety and Standards Authority of India) using the steps below:
Step 1 - Click on the link https://foodlicensing.fssai.gov.in/cmsweb/
Step 2 - Select "Food premises"
Step 3 - Select "Food Premises Type" as Restaurant
Step 4 - FSSAI registration/license no. to be entered
Step 5 - Select "Others" under Hygiene Rule Codes
Step 6 - Enter the issue in the field "Description of Concern"
Step 7 - Attach pictures if available
Step 8 - Names of DOs & FSOs can be ignored
Step 9 - Select "Others" under Location/Seller/Outlet
Step 10 - Select State/City & enter the name and address of the restaurant
Step 11 - Enter Name, Email address, and mobile number
Step 12 - Please save the Ref.no provided with which you can track the progress of your complaint on link https://foodlicensing.fssai.gov.in/cmsweb/TrackYourConcern.aspx

​Please feel free to contact us, if you require further assistance at ​[email protected]






Customer denied sharing the images - Only feedback

The below template has to be used when a customer is asked for valid images and the customer replies that he/she does not want to share the images (due to personal reasons, unwillingness to share, defensive). To be used by Alpha Team

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for reaching out to us regarding the the order #<Order ID>.

We understand that the image required to substantiate the issue you experienced is unavailable.
Please note that with regards to such issues, it is important for us to corroborate the concerns through images with the restaurant partner. In the absence of the same, Swiggy cannot raise a dispute with the restaurant partner and facilitate a fair resolution.

While we continuously work on minimizing such missteps going forward, we also request you to capture and share a clear image, if you ever experience any such issues with the food delivered to you. Having adequate evidence certainly helps us understand where we’ve let you down and take the required actions to fix it.

It pains us to state that we will not be able to substantiate the issue you experienced for this instance, due to the lack. However, we continue to work on minimizing such issues on the platform through our internal audits and reports from other customers. In case you ever repeatedly experience such issues with the food delivered to you, please ensure you retain <Image/Bill/Details> so we can do our utmost to help resolve your concern in a satisfying manner.

Thank you for writing to us / Thank you for getting back to us and helping us improve the ordering experience with your valuable feedback.

​Please feel free to contact us, if you require further assistance at ​[email protected]







Customer denied sharing the details/images - One time exception (Gratifying)

The below template has to be used when a customer does not have an image or necessary details for validation but as per the checklist customer is eligible for some compensation (BOD). To be used by Beta team

Hi <Customer Name>,

Greetings from Swiggy!

We’re in dismay to know that the apt packaging/food handling standards were not met on the order #<Order ID>.

We understand that the image required to substantiate the issue you experienced is unavailable.

Please note that with regards to such issues, it is important for us to raise the concerns through images with the restaurant/delivery partner. In the absence of the same, Swiggy cannot raise a dispute with the restaurant/delivery partner and facilitate a fair resolution.

In this instance, considering your devoted patronage with Swiggy, we are granting a one-time exception and processing a coupon to the value of..... <Include terms of usage if coupon.>

While we continuously work on minimizing such missteps going forward, we also request you to capture and share a clear image, if you ever experience any such issues with the food delivered to you. Having adequate evidence certainly helps us understand where we’ve let you down and take the required actions to fix it.

We’re eager to have your continued patronage with us.

​Please feel free to contact us, if you require further assistance at ​[email protected]





Coupon template T & C - The coupon can be applied only in one order and it is valid for 30/90 days. It is applicable on all orders, except Swiggy POP and Dominos cash on delivery orders. You will find the coupon in the offer section of your app.


Customer shared images did not pass the validation

Type - 1 - Asking for valid image (Used by Gamma)
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us about your order# / Thank you for getting back to us.

We’ve checked the image provided by you and we’re afraid it did not pass the checks we ran before disputing this order with the restaurant/delivery partner.

Issues found : Image already provided to dispute a previous order/Image not clear/Incorrect image

We’re keen to look into your issue. We believe this may simply be due to an error while attaching the image and request you to provide the correct image at the earliest, so that we may proceed further to resolve your concern.

We look forward to your response.

​Please feel free to contact us, if you require further assistance at ​[email protected]







TYPE - 2 Only feedback (Used by Alpha)
Hi <Customer Name>,

Greetings from Swiggy!

Thank
you for writing to us regarding your Order#../Thank you for getting back to us.

We’ve checked the image provided by you and we’re afraid it did not pass the checks we ran before disputing this order with the restaurant.

Issues found : Image downloaded from the internet/Image already provided to dispute a previous order/Image not clear/Incorrect image

While we continuously work on minimizing such missteps going forward, we also request you to capture and share a clear image, if you ever experience any such issues with the food delivered to you. Having adequate evidence certainly helps us understand where we’ve let you down and take the required actions to fix it.

We look forward to your response.

​Please feel free to contact us, if you require further assistance at ​[email protected]




NON IMAGE DEPENDENT SCENARIOS - 1ST LEVEL RESPONSES
To be used by Alpha for feedback



Type - 1 Cold / Stale Food
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us about your Order #

As the restaurant solely participates in the preparation of the food, we will definitely have stern feedback passed on to them so that measures are taken to improve the services based on your feedback.

We continue to work on minimizing such instances on the platform through our internal audits and reports from other customers.

​Please feel free to contact us, if you require further assistance at ​[email protected]







Type - 2 Bad taste/Spicy/ Bland food
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us about your Order #

As the restaurant solely participates in the preparation of the food, we will definitely have stern feedback passed on to them so that measures are taken to improve the services based on your feedback.

We continue to work on minimizing such instances on the platform through our internal audits and reports from other customers.

​Please feel free to contact us, if you require further assistance at ​[email protected]










Type 3 Missing Item/ Incorrect quantity
Hi <Customer Name>,

Greetings from Swiggy!
Thank you for reaching us, we regret the unpleasant experience you have undergone with Swiggy.
We understand how you would have felt in receiving an incomplete order.
We always strive to maintain the highest standards of service at Swiggy and we are grateful that you have taken the time to highlight this issue.
We have taken a feedback regarding this and will strive to ensure that such errors will be minimized in the future.
​Please feel free to contact us, if you require further assistance at ​[email protected]












Type 4 Special Instructions not followed
Hi <Customer Name>,

Greetings from Swiggy!

We are sorry to know your instruction was not followed with your Order #


Please note that we convey the special instructions to the restaurant partners, however, it's not guaranteed to be followed at all times due to certain limitations. It's mostly followed whenever it's feasible for the restaurant.

We do acknowledge that it's been a disappointment and we assure you that we are working on cutting down on such limitations as much as possible, working in tandem with our partners.

​Please feel free to contact us, if you require further assistance at ​[email protected]









IMAGE DEPENDENT SCENARIOS - 2nd LEVEL RESPONSES
The below template to be used by Alpha for final denial


Type - 1 Spillage Issue - Only feedback
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for getting back to us.

We have carefully evaluated the issue based on the images/bill provided, however, we will not be able to substantiate the claim or close the dispute in your favor.

Alternatively, we suggest you rate the restaurant on the platform based on your experience

However, we continue to work on minimizing such instances on the platform through our internal audits and reports from other customers. In case you ever repeatedly experience such issues with the food delivered to you, please ensure you retain <Image/Bill/Details> so we can do our utmost to help resolve your concern in a satisfying manner.


​Please feel free to contact us, if you require further assistance at ​[email protected]





Type - 2 Burned/Melted/Oily - Only feedback
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for getting back to us.

We have carefully evaluated the issue based on the images/bill provided, however, we will not be able to substantiate the claim or close the dispute in your favor.

Alternatively, we suggest you rate the restaurant on the platform based on your experience

We continue to work on minimizing such instances on the platform through our internal audits and reports from other customers.

​Please feel free to contact us, if you require further assistance at ​[email protected]








Type - 3 Foreign Particles - Only feedback
Hi <Customer Name>,

Greetings from Swiggy!


Thank you for getting back to us.


We have carefully evaluated the issue based on the images/bill provided, however, we regret to say that we will not be able to substantiate the claim or close the dispute in your favor.


Alternatively, we suggest you use the following measures:
1. You can rate the restaurant on the platform based on your experience
2. You can report the issue to FSSAI (Food Safety and Standards Authority of India) using the steps below:

Step 1 - Click on the link https://foodlicensing.fssai.gov.in/cmsweb/
Step 2 - Select "Food premises"
Step 3 - Select "Food Premises Type" as Restaurant
Step 4 - FSSAI registration/license no. to be entered
Step 5 - Select "Others" under Hygiene Rule Codes
Step 6 - Enter the issue in the field "Description of Concern"
Step 7 - Attach pictures if available
Step 8 - Names of DOs & FSOs can be ignored
Step 9 - Select "Others" under Location/Seller/Outlet
Step 10 - Select State/City & enter the name and address of the Restaurant
Step 11 - Enter Name, Email address, and mobile number
Step 12 - Please save the Ref.no provided with which you can track the progress of your complaint on link:
https://foodlicensing.fssai.gov.in/cmsweb/TrackYourConcern.aspx


We continue to work on minimizing such instances on the platform through our internal audits and reports from other customers.


​Please feel free to contact us, if you require further assistance at ​[email protected]






Type 4 Veg Non-Veg Issue / Wrong Item - Only feedback
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing to us about your Order# ../ Thank you for getting back to us.

We have carefully evaluated the issue based on the images/bill provided, however, we regret to say that we will not be able to substantiate the claim or close the dispute in your favor.

Alternatively, we suggest you use the following measures:
1. You can rate the restaurant on the platform based on your experience
2. You can report the issue to FSSAI (Food Safety and Standards Authority of India) using the steps below:

Step 1 - Click on the link https://foodlicensing.fssai.gov.in/cmsweb/
Step 2 - Select "Food premises"
Step 3 - Select "Food Premises Type" as Restaurant
Step 4 - FSSAI registration/license no. to be entered
Step 5 - Select "Others" under Hygiene Rule Codes
Step 6 - Enter the issue in the field "Description of Concern"
Step 7 - Attach pictures if available
Step 8 - Names of DOs & FSOs can be ignored
Step 9 - Select "Others" under Location/Seller/Outlet
Step 10 - Select State/City & enter the name and address of the Restaurant
Step 11 - Enter Name, Email address, and mobile number
Step 12 - Please save the Ref.no provided with which you can track the progress of your complaint on link:
https://foodlicensing.fssai.gov.in/cmsweb/TrackYourConcern.aspx



We continue to work on minimizing such instances on the platform through our internal audits and reports from other customers.

​Please feel free to contact us, if you require further assistance at ​[email protected]






Type 5 Special Instructions not followed (Allergies / Religious Sentiments) - One time exception- BETA
Hi <Customer Name>,

Greetings from Swiggy!


We are absolutely dismayed to know your instruction was not followed with your Order#.

Please note that we convey the special instructions to the restaurant partners, however, it's not guaranteed to be followed at all times due to certain limitations. It's mostly followed whenever it's feasible for the restaurant.


However, in this instance, considering your patronage with Swiggy, we have generated a refund/coupon <<

We do acknowledge that it's been a disappointment and we assure you that we are working on cutting down on such limitations as much as possible, working in tandem with our partners.

​Please feel free to contact us, if you require further assistance at ​[email protected]

















NON IMAGE DEPENDENT SCENARIOS – 2nd LEVEL RESPONSES

Type - 1 Cold / Stale Food

Hi <Name>.

Greetings from Swiggy!

c

Regards,


Type - 2 Bad taste/Spicy/ Bland food

Hi <Name>,

Greetings from Swiggy!

Thank you for writing back to us.

We understand that this must be frustrating, however, as mentioned in the previous email, while we are unable to compensate you at this time. We have pushed your feedback to the restaurant so they may take corrective action to avoid such instances in the future.

Having said that, we do appreciate your patience and understanding at this time and hope to provide you with a better experience on your future orders.

​Please feel free to contact us, if you require further assistance at ​[email protected]

Regards,



Type 3 Missing Item/ Incorrect quantity
Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing back to us.

As mentioned in the previous email, we have carefully evaluated the issue based on the images/bill provided, however, we regret to inform you that we will not be able to substantiate the claim or close the dispute in your favor.

Having said that, we would like to inform you that we have passed your feedback on to the restaurant and request that you rate the experience on our platform.

We do appreciate your patience and understanding at this time and hope to provide you with a better experience on your future orders.

​Please feel free to contact us, if you require further assistance at ​[email protected]



Type 4- Special Instructions not followed

Hi <Customer Name>,

Greetings from Swiggy!

Thank you for writing back to us.

We cannot guarantee that the restaurant will comply with the special instructions. As mentioned in our previous communication, your feedback has been shared with the restaurant so they may be able to avoid such misses in the future.

​Please feel free to contact us, if you require further assistance at ​[email protected]

Manufacturing/Expiry date not available in sweet/packaged boxes

Hi <Name>,

Greetings from Swiggy.

We acknowledge your concern regarding the FSSAI directive, urging restaurants/stores to mention the date of expiration on their sweet packages.

We would like you to know that we are constantly working with restaurants to encourage them to implement this directive at the earliest. To this effect, we have forwarded the issue to our partner management team, who are actively engaging the restaurants to have them be compliant with the FSSAI directive. This is a continual endeavor and we are confident that an effective engagement will have productive results.

We appreciate you taking the time to write to us and hope that you will notice a positive outcome for this in the near future.