Notes

1) No Order id

Delta Ticket id :
Issue:
Resolution: Email sent requesting complete details.
- - - - - - - - - - - - - - - - - - - - - - -

Hi<Customer Name>,

Greetings from Swiggy!

Please let us know your concern in this email, and we will assist you in resolving your query as quickly as possible.

Awaiting your response.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

- - - - - - - - - - - - - - - - - - - - - -02

Hi<Customer Name>,
Greetings from Swiggy!

We are sorry to inform you that we are unable to accommodate your request without proper details.
Hence, we request you to help us with relevant order ID details, so that we can assist you with your request.
Looking forward to your response.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

_____________________________________________________________________________________________________________________________________________________________________

2) No Response

Delta Ticket id :
Issue:
Resolution: No respnse obtained, ticket closed.

--------------------------------------------------

Hi XXXXX,

Greetings from Swiggy!

Thank you for writing in and explaining your concern.

As we haven't received any response from your end, hence we will be unable to proceed further .

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

_____________________________________________________________________________________________________________________________________________________________________

3) partner support

Delta Ticket id :
Issue:
Resolution: E-mail forwarded to Partner support, Acknowledgement e-mail sent to CX.

----------------------------------------------

Hi,

Greeting from Swiggy!

Thank you for writing back to us regarding your concern.

For any queries related to partnering with us, we request you to kindly call the support team on 080-67466777 / 080-68179777 during their operational hours between 10 AM to 10 PM for a faster resolution or write to them at [email protected].

Regarding your request to partner with us, we have routed your concern to the partner support team and they will be getting back to you with a resolution.

For any other queries, please feel free to reach out to us at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.


______________________________________________________________________________________________________________________________________________________________________


4) Image probing

Delta Ticket id :
Issue:
Resolution: E-mail sent requesting relevent images.

------------------------------------------


Hi <Customer Name>,

Greetings from Swiggy.

We are writing to you regarding the concern raised on your Swiggy order# with our chat team.

Having gone through your concern, we have understood that you have reported <an incorrect item/ incorrect items> with this order.

In order to expedite the resolution, we would require some more information. This will aid us in substantiating your claim and disputing it with the restaurant.


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 at https://www.swiggy.com/support, if you require any further assistance.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

___________________________________________________________________________________________________________________________________________________________________

5) Giving compansation

Delta Ticket id :
Issue:
Resolution: compansation processed INR

---------------------------------------------------


Hi <Customer Name>,

Greetings from Swiggy!


We are writing to you regarding the concern raised on your Swiggy order#

Please accept our sincere apologies for this experience. Based on your response and 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 https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.


Coupon Terms and Conditions:
1. Valid for 30 days from the date of the coupon being issued
2. Valid on all modes of payments
3. Offer is not valid on Domino's COD and POP orders
4. Valid once per user
5. You can find the coupon in the offer section of your App.


____________________________________________________________________________________________________________________________________________________________________

6) High Abusive

Delta Ticket id :
Issue:
Resolution: Customers linked to high abusive users,feedback has been shared and ticket closed manually.

--------------------------------------------

Hi <Customer Name>,

Greetings from Swiggy!

We can understand that the issue you faced has caused you some distress.

Please don't worry, we have already forwarded your feedback to the concerned department so that we can avoid the recurrence of issues like these in the future.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

7) Need invoice

Delta Ticket id : 12385272
Issue: invoice request
Resolution: Invoice shared over e-mail, ticket closed.

--------------------------------------------

Hi Swati ,

Greetings from Swiggy!

Thank you for writing in and explaining your concern.

The email for the invoice has been shared to you.
Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

8) Quality feedback

Delta Ticket id :
ISSUE - Bad food quality
VOC:
RES:Apologized and FBT.

--------------------------------------------

Dear Anand,

Greetings from Swiggy!

Thank you for writing to us about your Order #115472723822

We are sorry to learn that you were unhappy with the quality of the food delivered to you. At Swiggy, we strive to ensure that the best quality of food is delivered to our customers.

Having said that, it is wonderful to see you, our customer takes the initiative of bringing this issue forward. We take these issues seriously and will work towards having this fixed.

Please feel free to get in touch with us at https://www.swiggy.com/support for any further queries.

Warm Regards,

Archit Sharma
Swiggy Support Team.

-------------02-------------

Dear Anand,

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

Warm Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

9) Account Deactivation

Delta Ticket id :
ISSUE - Account Deactivation
VOC:
RES: E-mail sent to cx informing the same.

--------------------------------------------

Hi Mohan,

Greetings from Swiggy!

We have forwarded your request to our concerned team and they will reach out to you within 48 hours on your registered number.

We request you to kindly log out your account from all other devices to get your account deactivated.

We would also like to inform you that whenever you want to create a new account then you need to submit your new credentials, as once the account is deactivated you cannot activate it again with the same credentials. Also, active super subscription and offers will be disabled in the account.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Warm Regards,
Archit Sharma
Swiggy Support Team.

---------------------------------01

Hi Mohan,

Greetings from Swiggy.

We are sorry to hear that you wish to deactivate your account.

Instead of deactivating your account, we suggest that you uninstall the app or log out in case of Swiggy for the web. In such a case, you can always reinstall & login to the app in the future, if you wish to resume our services.

Warm Regards,

Archit Sharma
Swiggy Support Team.

--------------------------------------------


Hi Asim,

Greetings from Swiggy.

We are sorry to hear that you wish to deactivate your account.

Instead of deactivating your account, we suggest that you uninstall the app or log out in case of Swiggy for the web. In such a case, you can always reinstall & login to the app in the future, if you wish to resume our services.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Warm Regards,

Archit Sharma
Swiggy Support Team.
____________________________________________________________________________________________________________________________________________________________________

10) DE Related


Delta Ticket id :
ISSUE - DE Related
VOC:
RES: E-mail sent to DE informing the same.


--------------------------------------------
Dear Partner,

Greetings from Swiggy!

Thank you for your email.

For any assistance on issues such as:
Payout not received for last order
Payout not received for ICA Order.
Payout not received for last week or on hold.
I am getting assigned for long-distance orders.
My bag is torn.
I need Swiggy T-shirt.
PF Or Insurance details
DP not getting tenure completion incentive (3 years/5 years)
DP complaining about getting fewer orders compared to other DP
DP complaining about ID block
DP wants to resign.

Warm Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

11) Internal FWD


Delta Ticket id :
ISSUE - Payment related
VOC:
RES: E-mail sent to CX informing the same.

--------------------------------------------



Hi Mr .Khurana ,

Greetings from Swiggy!

Thank you for writing in and explaining your concern.

We have highlighted the issue to the concerned team and we will get back to you within 48 Hrs .

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

12) Customer care number

Type- Details reqd. / Waiting on CX

Delta Ticket id :
ISSUE - Customer care number
VOC:
RES: E-mail sent to CX asking info for the same.


--------------------------------------------


Hi Mr .Khurana ,

Greetings from Swiggy.

Please let us know your concern in this email, and we will assist you in resolving your query as quickly as possible.

Awaiting your response.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

13) Restro. tie-up

Delta Ticket id :
ISSUE - Restro. tie-up
VOC:
RES: E-mail sent to CX asking info for the same.


--------------------------------------------


Hi Mr .Khurana ,

Greetings from Swiggy!


Thank you for showing your interest in partnering with us.

We request you to submit the details by filling this form "https://partner-with-us.swiggy.com/".

The concerned team will respond after performing their due diligence if they feel we can mutually benefit from this association.

Should you have any queries in this regard, please feel free to contact us at [email protected]

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

14) Cancelation fees reversal

Delta Ticket id : 12421748
Issue: Cancelation fees reversal
Resolution: Cancelation fees reversed, email shared to cx informing the same.

---------------------------------------------------

Hi <Customer Name>,

Greetings from Swiggy!


We are writing to you regarding the concern raised on your Swiggy order#

Please accept our sincere apologies for this experience. Based on your response and details shared, we’ve raised a dispute with the restaurant and reversing your cancelation fees.

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 https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.


____________________________________________________________________________________________________________________________________________________________________

15) Profile Edit - Phone number/Email Id

Delta Ticket id : 12421748
Issue: Profile Edit
Resolution: Email shared to cx informing the same.

Type: User account- change


-------------------------------------------------name change

Dear Pavan,

Greetings from Swiggy!

We would like to inform you that your request cannot be processed as name change is not possible.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

---------------------------------------------------02

Dear Abhilash ,

Greetings from Swiggy!

We would like to inform you that your email id and your mobile number can be easily changed/updated from your Swiggy app.

We would also like to inform you that you can go ahead and change your email id and mobile number once in 6 months.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Warm Regards,

Archit Sharma
Swiggy Support Team.


-------------------------------------------01


Dear XXXXXX,

Greetings from Swiggy!

We would like to inform you that your email id and your mobile number can be easily changed/updated from your Swiggy app.
Please follow the Steps to change the email id and mobile number:
Android:
1. Go to profile.
2. Select the Edit option beside ‘Contact information’.
3. Once you change the e-mail id, then you will have to click on resend verification e-mail to verify.
IOS:
1. Go to profile
2. Select the edit option beside the details.
3. Change the details & click on 'Update'.
We would also like to inform you that you can go ahead and change your email id and mobile number once in 6 months.
Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.

____________________________________________________________________________________________________________________________________________________________________

16) User account-Unsubscribe (email)

Delta Ticket id : 12421748
Issue: User account-Unsubscribe
Resolution: Email shared to cx informing the same.


-------------------------------------------------


Hi Drashyam,
Greetings from Swiggy!
Thank you for bringing this to our notice.
We would like to inform you that we provide the unsubscribe option in every mail we send.
Hence, we request you to click on the same and register to unsubscribe from our mailers. However, we would like to point out that you would be missing out on various offers/promotions which Swiggy provides to esteemed customers like you.
Hope this was helpful.
Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Thanks and Regards,

Archit Sharma
Swiggy Support Team.
____________________________________________________________________________________________________________________________________________________________________

17) 48 Hrs

Delta Ticket id :
Issue: issue reported post 48 Hrs
Resolution: Email shared to cx informing the same.


------------------------------------------------- 01

Hi Shalini,

Greetings from Swiggy!

We are in receipt of your report regarding the issue you faced with the order #115471008750.

Unfortunately, we cannot resolve the issue at this, since it has been more than 48 hours since it occurred.

Having said that, if any such incident occurs in the future, we request you to please report it within 48 hours of the order being delivered to you, so that we can raise a dispute with the relevant team and take the right steps to fix it.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Warm Regards,

Archit Sharma
Swiggy Support Team

------------------------------------------------- 02

Hi Shalini,

Greetings from Swiggy!

We are in receipt of your report regarding the issue you faced with the order #115471008750.

Unfortunately, we cannot resolve the issue at this.

Having said that, if any such incident occurs in the future, we request you to please report it within 48 hours of the order being delivered to you, so that we can raise a dispute with the relevant team and take the right steps to fix it.

Please feel free to contact us, if you require further assistance at https://www.swiggy.com/support.

Warm Regards,

Archit Sharma
Swiggy Support Team
____________________________________________________________________________________________________________________________________________________________________

17) IGCC Mismatch

Delta Ticket id :
Issue: IGCC Mismatch
Resolution: Email shared to cx informing the same.


------------------------------------------------- 01

Dear ,

Greetings from Swiggy.

We have checked the image provided and our system flagged this image as invalid since it did not pass the necessary checks. In this situation, we cannot open a dispute on this order with the delivery partner or restaurant.

If you have uploaded this image in error, please provide the correct image so the required action can be taken.

We look forward to your response.

​Please feel free to contact us, if you require further assistance at ​https://www.swiggy.com/support.

Warm Regards,

Archit Sharma
Swiggy Support Team