Verified: 7 June 2026 04:30 am IST
Industry: E-Commerce & Retail (Quick Commerce & Food Delivery)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs / FSSAI
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Swiggy does not have an inbound customer care number. Scammers frequently buy ads on Google displaying fake Swiggy or Instamart helplines. This is a scam. Swiggy staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed grocery order.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, spoiled groceries, refund delays, or delivery issues) directly via the Help & Support section on the Swiggy app. You must select the specific Instamart order and initiate a chat. To bypass the automated chatbot if it refuses to resolve your issue, you can directly email their central helpdesk at support@swiggy.in. If you require phone assistance, you must request a callback through the app’s chat interface.
Availability: The in-app chat support and email helpdesk operate 24x7.
Timeline: Because of the perishable nature of their goods, Swiggy aims to resolve most standard Level 1 missing/damaged item queries immediately during the interaction, or within 24 to 48 hours for issues requiring delivery partner investigation.
Level 2: Internal Escalation (Grievance & Nodal Officer)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or the delivery partner engaged in misconduct, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated Grievance Officer & Nodal Officer (currently Mr. Saurabh Deshpande). You must email the Grievance Officer directly at support@swiggy.in (marking a copy to the corporate desk at grievances@swiggy.in). You must include your registered mobile number, Order ID, and screenshots of your failed Level 1 chat interaction. Written legal notices can be sent to their Headquarters (Grievance Officer, Swiggy Limited, 3rd-6th Floor, Tower I, Sumadhura Capitol Towers, Pattanduru Agrahara Village, K.R. Puram Hobli, Bengaluru, Karnataka – 560066).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline & FSSAI)
Authority: There is no binding E-Commerce Ombudsman in India. If the Swiggy Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs. (Note: If your complaint is strictly regarding contaminated or adulterated food products, you must report it to the Food Safety and Standards Authority of India - FSSAI).
Portal/Contact: You must register your grievance against Swiggy Limited on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure Swiggy’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or Swiggy refuses to comply with a refund request for a high-value order, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Swiggy Instamart refusing to refund a missing expensive grocery item, or are you looking for the correct template to formally escalate a damaged product complaint to the Bengaluru Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!