Notes

***(PACKAGING ISSUE)***
Dear Customer,

Thank you for writing to us about your Order #

We have carefully evaluated the issue based on the images 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 images so we can do our utmost to help resolve your concern in a satisfying manner.




Please reach out to us in case of any other questions. We’re always here to help.

Warm Regards,
Nikita
Swiggy Support Team
******************************************************************************************
***(WRONG ITEM)***
Hi

Thank you for writing to us regarding your Order #.

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.

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.

Warm Regards,
Nikita
Swiggy Support Team
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***(WRONG ITEM 02 )***

Dear Customer,

Greetings from Swiggy.

We would like to inform you that, after carefully reviewing your issue, we were unable to validate your claim. Therefore, based on our policies, we will not be able to provide you with any compensation in this instance.

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

Thank you for contacting Swiggy.

Warm Regards,
Nikita
Swiggy Support Team
*******************************************************************************************************************************
***(ALPHA - Cold / Stale Food or Bad taste/Spicy/Bland food/Uncooked)***
Dear Customer,

Greetings from Swiggy.

This is with reference to the concern raised by you on Order# .

Having gone through your email, we see that you reported having received poor quality food on this order. Since the restaurant is solely responsible for the preparation of the food, we will be unable to compensate you for this issue.







Having said that, you may rate the restaurant on the app, as this impacts their business directly and they are likely to be pulled into action seeing the same.

Thank you for taking the time to write to us regarding this issue.





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

Warm Regards
Nikita
Swiggy Support Team
----------------------------------------------------------
**(02 RESPONSE)**
Hi

Greetings from Swiggy.

We would like to inform you that, after carefully reviewing your issue, we were unable to validate your claim. Therefore, based on our policies, we will not be able to provide you with any compensation in this instance.

Thank you for contacting Swiggy.

Warm Regards,
Swiggy Support Team
******************************************************************************************
***(ALPHA- Missing Item/ Incorrect quantity)***
Hi

Greetings from Swiggy.

This is with reference to the concern raised by you on Order #.

Having carefully evaluated the issue based on your complaint, we were unable to substantiate the claim or close the dispute in your favor and therefore unable to compensate you for the same.







Alternatively, you may rate the restaurant on the app, as this impacts their business directly and they are likely to be pulled into action seeing the same.

Thank you for taking the time to write to us regarding this issue.




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

Warm Regards,
Nikita
Swiggy Support Team
*********************************************************************************************
***(REFUND)***
Hi

Thank you for writing to us about the order #

Please accept our sincere apologies for this experience. Based on your response and the details shared, we’ve raised a dispute with the restaurant and are processing a refund of Rs.179/- which will reflect in your source account within 2 hours.

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 www.swiggy.com/support.

Warm Regards,
Nikita
Swiggy Support Team
************************************************************************************
***(BETA-Compensation already provided)***
Hi

Thank you for writing to us about the order #

Please accept our sincere apologies for this experience. We see that the Refund of Rs. 265 has already been provided for the same.

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 www.swiggy.com/support.

Warm Regards,
Nikita
Swiggy Support Team
**********************************************************************
**(HIGH ABUSIVE)**
Hi

Thank you for writing to us.

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

Warm Regards,
Nikita
Swiggy Support Team.
---------------------------------------------------------------------
**(HIGH ABUSIVE 02 )**
Hi

Greeting from Swiggy.

Thank you for writing back to us.

We can understand that you are upset about the issue, and as we mentioned before, we have already shared your feedback with the concerned team. They will look into the matter and will attempt to ensure that this doesn’t recur in future.

We understand you're unhappy about the experience & will ensure this is worked upon to render a better service.

We will diligently work on improvement.

Please note that we are closing the loop.

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

Warm Regards,
Nikita
Swiggy Support Team
****************************************************************************************************************
(**ORDER ID**)
Hi Rohit,

Greetings from Swiggy!

We are sorry to inform you that we are not able to find your order id. Hence, we request you to share relevant details like order number/registered email id/registered mobile number so that we can check and resolve the problem for you.

Looking forward to your response.

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

Warm Regards,
Nikita
Swiggy Support Team
-----------------------------------------------------------
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :- Asked cx for an order id
***********************************************************************************************************************************
**(SCREENSHOT)**
Hi Tanmoy,

Greetings from Swiggy!

We are extremely sorry for the inconvenience caused.

Request you to let us know the exact error you are getting by sharing the screenshot so that we could assist you accordingly.
`
Please feel free to contact us, if you require further assistance at www.swiggy.com/support

Warm Regards,
Nikita
Swiggy Support Team
********************************************************************************************************************************
(**COUPON**)
Dear Prem,

Thank you for writing to us about the order#124118215706.

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 FOODLOVE-PBILDJ worth Rs.120/-.

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 orders
4. Valid once per user
5. The coupon code will be visible at the checkout page by selecting the ‘Apply Coupon’
6.The coupon code will be visible at the checkout page by selecting the ‘Apply 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 www.swiggy.com/support.

Warm Regards,
Nikita
Swiggy Support Team
*/*************************************************************************************************
(**IGCC TIME MISATCH**) 01
Dear Customer,

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 www.swiggy.com/support

Regards,
Nikita
Swiggy Support Team
---------------------------------------------------------------------------
(**IGCC TIME MISATCH**) 02
Dear Customer,

Greetings from Swiggy.

We would like to inform you that, after carefully reviewing your issue, we were unable to validate your claim. Therefore, based on our policies, we will not be able to provide you with any compensation at the moment.

Thank you for contacting Swiggy.

Warm Regards,
Nikita
Swiggy Support Team
******************************************************************************************
**(24 Hours FOR response)**
Hi

Greetings from Swiggy!

Since we haven’t heard from you in over 24 hours, we will have to close this ticket.

However, if you do wish for further assistance please feel free to reach out to us again.

Warm Regards,
Nikita
Swiggy Support Team
***************************************************************************
Hi ,

Greetings from Swiggy!

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

Warm Regards,
Nikita
Swiggy Support Team
*************************************************
**(FORWARD TICKET)**
Hi Team,

Greetings for the day!

Please look into the matter.

VOC :-

Regards,
Nikita
Swiggy Support Team
************************************************************************************************************************************************
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :- cx doesn’t reply back within 24 hours hence ticket close
---------------------------------------------------
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :- ticket forward to stores hence close

***********************************************************
***(Asked to uninstall the app(Mark the ticket resolve)***
Hi

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,

Nikita
Swiggy Support Team
*******************************************************************************************************************
***(Post 5 hours)***
Hi Akash,

Greetings from Swiggy!

Thank you for writing to us.

We regret to inform you that since the issue was not reported within 5 hours, we will be unable to close it in your favor. In the future, kindly report such issues within 5 hours for a quick redressal.

As discussed in the previous email, we have forwarded the feedback to the relevant team and we will strive to ensure that this error is not repeated in the future.




Please feel free to contact us back at www.swiggy.com/support, in case you need any further assistance.

Warm Regards,
Nikita
Swiggy Support Team
************************************************************************************************************
Hi Vishal,

Greetings from Swiggy!

We are sorry to inform you that we are not able to determine the issue. Hence, we request you to elaborate the problem with relevant details like order number/registered email id/registered mobile number so that we can check and resolve the problem for you.

Looking forward to your response.

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

Warm Regards,
Nikita
Swiggy Support Team
----------------------------------------------

***********************************************************************************************************************
***(User account-Unsubscribe (SMS))***2nd response
Hi

Greetings from Swiggy!

Thank you for writing to us.

We are sorry to know that you would want to unsubscribe your mobile number: .

As per your request, we have shared your concern for unsubscribing via SMS to the relevant team, who will work on it and we request you to wait for 24 - 48 hour and the team shall get back to you.

Please feel free to contact us, if you require further assistance at www.swiggy.com/support.
​
Warm Regards,
Nikita
Swiggy Support Team
---------------------------------------
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :- asked cx to wait for 24-48 hours// Promo SMS and Emails - Subscription list filled
**************************************************************************************************************************
***(SCREENSHOT)***

Hi Samarth,

Greetings from Swiggy!

We are extremely sorry for the inconvenience caused.

Request you to let us know the exact error you are getting by sharing the screenshot so that we could assist you accordingly.

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

Warm Regards,
Nikita
Swiggy Support Team
-------------------------------------
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :-asked cx to share the screenshot of the exact error
*************************************************************************************************
***(Unable to determine the issue)***
Hi

Greetings from Swiggy!

We are sorry to inform you that we are not able to determine the issue. Hence, we request you to elaborate the problem with relevant details like order number/registered email id/registered mobile number so that we can check and resolve the problem for you.

Looking forward to your response.

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

Warm Regards,
Nikita
Swiggy Support Team
------------------------------------------
DELTA FIT
Ticket ID :-
Issue :-
VOC :-
Resolution :-asked cx to eleobatrete the concern

**************************************************************************************
***(Order marked delivered)***
Hi Ayush,

Greetings from Swiggy.

We are sorry that you had to go through all of this and it is unacceptable.

We would like to inform you that we have issued a refund of INR 146/- for your order. You will receive within 5-7 days.

Please feel free to write back to us if you have any further queries.

Warm Regards,
Nikita
Swiggy Support Team
----------------------------------

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