Notes

17894261

Please accept our apologies for the trouble you faced.



We suggest that you rate the restaurant on the app based on your experience, considering the sole responsibility for the food Quantity and Quality is with the restaurant and it would help them improve the services.

Hi Shweta,
​
Greetings from Swiggy!

Thank you for your feedback.

We will make sure that issues like this can be minimized in the future. Please continue to have faith in our services.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.


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Hi Darshan,
​
Greetings from Swiggy!

Thank you for writing back to us.

We see that the refund of Rs.75/- is already processed from our end. The amount is credited to your Swiggy wallet.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.

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Hi Ipsita,

Greetings from Swiggy!

Can you please share a screenshot of the error? This will help us assist you quickly.

Awaiting your response.

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

Warm Regards,
Sumitra
Swiggy Support Team.
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Need Details
---------------

Hi Nikita,

Greetings from Swiggy!

We see that you have raised your concern regarding cold food.

For a quick resolution, please share the order id from the registered phone number.

Awaiting your response.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.


We see that you have raised your concern regarding foreign particle.
--------------------------------------------------------------------------------------------------------------
ask for details
---------------

​Hi Sailesh,

Thank you for writing to us.

To understand the depth of your query we request that you share the below at your earliest convenience:

1. Order ID:
2. Issue Type:
3. Artifacts (images, screenshots, etc)

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.
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Domino’s Feedback
------------------------------

Hi Nimisha,

Greetings from Swiggy!

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

Please accept our sincere apologies for this experience.

We understand that you would like to report an issue with the food that you’ve received from Domino’s.

Please note that such issues for Domino's orders need to be reported directly to Dominos own helpline.

For a resolution, we request you to reach out to them directly at the Domino’s outlet number (01143613835).

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.
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Ask for details
----------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :- ask for details and ​closing ticket manually

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :- as calling window close hence ask CX for prefer time to call and ticket mark as pending

Ask for details and ticket mark as WOC


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Hi Sang,

Greetings from Swiggy.

Thank you for raising your concern with us for the order id #.

We won't be able to compensate you for the order as your image is not clear. If you have any concerns with your future orders, please share a clear picture with us, that will help us validate your claim.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.


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as i can see


Quality Feedback
-----------------------

Hi Swathi,

Greetings from Swiggy!

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

We see that you are concerned about the quality of the food. Going forward, we'll take extra precautions by asking the restaurant to check the quality of their food. Unfortunately, in this instance, we are unable to compensate you for this issue.

We suggest that you rate the restaurant on the app based on your experience, considering the sole responsibility for the food quantity and quality is with the restaurant and it would help them improve the services.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.





Please feel free to contact us at www.swiggy.com/support for any further queries.

Warm Regards,
Sumitra,
Swiggy Support Team.
--------------------------------------------------------------------------------------------------------------
Compensation already processed
---------------------------------------------

Hi <Cx's Name>,

Greetings from Swiggy.

Thank you for writing to us about the order #.

We see that Rs XX has been issued as a refund on <date> and the amount will take <TAT> to reflect in your source account.

​As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.

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

refund 1st response

Hi <Cx's Name>,

Thank you for writing to us about the order #.

We have verified your claim and a refund of INR XX will be credited to your source account within <TAT>.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.

already credited in your source account.
--------------------------------------------------------------------------------------------------------------
coupon 1st response
-------------------------

Hi abcd,

Thank you for writing to us about the order #.

After reviewing the information shared by you, we will be processing a coupon titled ‘FOOD LOVE’ worth Rs. XX.

The terms and conditions of the coupon are as follows:
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
4. Valid once per user
5. You can find the coupon at the checkout page while placing an order

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.

--------------------------------------------------------------------------------------------------------------
02 response

Hi abcd,

Thank you for writing back to us.

We see that the coupon titled ‘FOOD LOVE' worth Rs. XX is already processed.

The terms and conditions of the coupon are as follows:
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
4. Valid once per user
5. You can find the coupon at the checkout page while placing an order

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.
--------------------------------------------------------------------------------------------------------------


wrong item issue/ invalid images feedbacks
--------------------------------------------------------------------------------



Hi abcd,

Thank you for raising your concern with us for the order id #.

While, the image shared is not clear for us to share constructive feedback to the restaurant so that they can take corrective measures, we'll share a generic feedback about your discomfort with the wrong item issue.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.



--------------------------------------------------------------------------------------------------------------
invalid images feedbacks
----------------------------------------


Hi abcd,

Thank you for raising your concern with us for the order id #.

While, the image shared is not clear for us to share constructive feedback to the restaurant so that they can take corrective measures, we'll share a generic feedback about your discomfort with the packaging and spillage issue.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.



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


Quality Feedback
----------------------

Hi Pavithran,

Thank you for writing to us about the order #.

Thank you for highlighting the quality concern, we suggest that you rate the restaurant on the app based on your experience, considering the sole responsibility for the food quantity and quality is with the restaurant and it would help them improve the services.

Unfortunately, we are unable to process any refund for this order

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.



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

missing item feedback....
------------------------------------


Hi abcd

Hope you're well!

Thank you for writing to us about the order #.

I see that you raised a complaint regarding the quantity of the food you received. Since the restaurant is solely responsible for the quality/preparation of their dishes, I'm afraid we won't be able to compensate you for this.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.



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

quantity feedback
---------------------------

Hi abcd

Hope you're well!

Thank you for writing to us about the order #.

I see that you raised a complaint regarding the quantity of the food you received. Since the restaurant is solely responsible for the quality/preparation of their dishes, I'm afraid we won't be able to compensate you for this.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.






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02 feedback
----------------

Hi 1234,

Hope you're well!

​Thank you for writing back to us.

Going forward, I recommend leaving a rating and feedback for your orders on the app, so that the restaurant can take appropriate measures to resolve any issues.

Also, when placing the order, please use restaurant ratings (on our platform) to help you make an informed decision.

As mentioned earlier, I'm afraid we won't be able to compensate you for this.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.

--------------------------------------------------------------------------------------------------------------
03 feedback
---------------------------

​Hi Vishnu,

​Thank you for writing back to us.

As stated in earlier comms, we will not be able to help you with the compensation at the moment.

Please note that this thread is now being closed.

As always, in case of anything else, we're at your service! Feel free to drop us a note.

Regards,
Swiggy Support.


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Feedback only......


IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per DC feedback taken
IGCC claims :-
Exception count :-
Fraud Segment :- Fraud
Customer Segment :- low value
Note : Not calling as per degradation.


as per new update not gratify in SI hence only feedback shared


not accepted system recommendation as recommendation is less than 20 hence gratify cx manually and as per DC

as CX have no more concern

Order id:-158606290210


As grievance tagged in this ticket hence ticket forward to escalation team and closing ticket manually


override DC as CX shared invalid image hence only feedback shared

Not accepted system recommendation as CX shared invalid image hence only
--------------------------------------------------------------------------------------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Compensation already processed
Fraud Segment :- Fraud
Customer Segment :- low value

--------------------------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-​Ask for an image to validate the issue.


02response feedback......
--------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already shared feedback with Cx hence shared 02 response
(Not calling due to degradation)
-----------------------------------------------------------------

03response ......
--------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution:-Previous agent already shared 02 response with Cx hence shared 03 response.
(Not calling due to degradation)
------------------------------------------------------------ ----------------------------------------------

03 already shared close ticket feedback
----------------------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :- NAR, as 03 response already been shared therefore closing ticket manually.
(Not calling due to degradation)
---------------------------------------------------------- ----------------------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already processed refund with Cx hence shared 02 response
(Not calling due to degradation)

---------------------------------------------------------- ----------------------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already shared compensation already processed hence shared 02 response
(Not calling due to degradation)


We see that Rs 29 has been issued as a refund on 11 Feb 2023 and the amount already credited in your source account.

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calling RX and DE.....

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per RX confirmation and as per DC feedback taken
IGCC Claims :-
Exception Count :-
--------------------------------------------------------------------------------------------------------------
AS CX didn't answer .....

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As CX didn't answer the call hence as per DC
IGCC Claims :-
Exception Count :-
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Compensation already processed,..........


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

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As discuss with CX and as per DC
IGCC Claims :-
Exception Count :-


Note:-Not calling due to degradation.

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Ask CX for prefer time to call and ticket mark as pending


Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per DC
IGCC Claims :-
Exception Count :-

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DC over-ridden in special instruction
-------------------------------------------

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-DC over-ridden as CX didn't gave any special instruction hence only feedback shared

-----------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As manually response shared with CX hence ticket close manually
-----------------------------------------------------------------

Feedbacks in all issue......
-------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per DC feedback taken
IGCC Claims :-
Exception Count :-
Fraud Segment :- Fraud
Customer Segment :- low value
Note:-Not calling due to degradation.

Resolution :-As manually response shared with CX hence ticket close manually


As ​CX shared invalid image hence only feedback shared
-----------------------------------------------------------------


Unable to understand.....
-------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Unable to understand the Concern.

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

system recommendation.....
-------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per system recommendation
Note:-Not calling due to degradation.
-----------------------------------------------------------------------------------------

Resolute...
--------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per resolute
Note:-Not calling due to degradation.
-----------------------------------------------------------------------------------------

Already run Dc and another agent gratify CX...
----------------------------------------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Already run DC in between another executive give coupon hence shared compensation already processed.
-----------------------------------------------------------------

For new user ...
--------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per the cx is new and no gratification in history
-----------------------------------------------------------------

02response feedback......
--------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already shared feedback with Cx hence shared 02 response
(Not calling due to degradation)
-----------------------------------------------------------------

03response ......
--------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution:-Previous agent already shared 02 response with Cx hence shared 03 response.
(Not calling due to degradation)
------------------------------------------------------------ ----------------------------------------------

03 already shared close ticket feedback
----------------------------------------------

IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :- NAR, as 03 response already been shared therefore closing ticket manually.
(Not calling due to degradation)
---------------------------------------------------------- ----------------------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already processed refund with Cx hence shared 02 response
(Not calling due to degradation)

---------------------------------------------------------- ----------------------------------------------
IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Previous agent already shared compensation already processed hence shared 02 response
(Not calling due to degradation)



IGCC
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution:-Inform CX to uninstall the app instead of deactivation

24hrs feedback...
----------------------

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Issue is reported post 24 hours hence shared feedback
-------------------------------------------------------------------
5hrs feedback...
----------------------

Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Issue is reported post 5 hours hence shared feedback
-------------------------------------------------------------------
--------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-
(Not calling due to degradation)
---------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Cx does not have past 05 order count hence not run DC only feedback shared as per CX history.
(Not calling due to degradation)
--------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Cx has less than 5 orders hence unable to run dc but due to no gratification in history
(Not calling due to degradation)
------------------------------------------------------------------------------------
Ticket ID:-
Issue:-
Item :-
VOC :-
Resolution:- DC over-ridden as per cx issue feedback has been shared.
---------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-invalid image, feedback has been shared.
----------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Google image, feedback has been shared.
------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :- IGCC issue image time mismatch,feedback has been shared.
-------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Order already replicated.
--------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Email sent requesting missing item details.
---------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-​Ask for an image to validate the issue.

---------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Unable to create an issue in oveview because its image based scenario
--------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-As per IGCC new rule sheet processed the refund of INR
--------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-DC over-ridden as per cx issue feedback has been shared.
----------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-No image provided hence feedback has been shared.
----------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Cx shared Google image hence feedback has been shared.
----------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Order already replicated.
------------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-(Feedback) Dominos feedback shared.

--------------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution :-Asked entire order Images from cx to validate the issue, the ticket has been closed manually.
------------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution-As cx talking about zomato tapping hence only feedback shared.
------------------------------------------------------------------------------------------------
Ticket ID :-
Issue :-
Item :-
VOC :-
Resolution-DC over-ridden because in RX description they doesn't provide hot chocolate with this item hence only feedback shared.

Ticket ID:-
Issue:
Item :-
VOC :-
Resolution:- DC over-ridden because Cx shared irrelevant image hence shared feedback.