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About this tool
Work out the refund you are owed on a spoiled, missing or wrongly charged food order and draft the complaint to the platform and its grievance officer.
This tool converts a food-delivery invoice into the exact refund you are entitled to claim, then drafts the complaint that goes with it. It apportions any coupon discount across the affected items, adds back the GST charged on that food, includes delivery, packaging and tip only when the whole order failed, and flags any gap between the line items and the amount actually debited. The letter is addressed to the grievance officer every e-commerce entity must appoint under rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
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Discount and GST are apportioned line by line, so the number in the letter matches the invoice.
Goes to the grievance officer with the 48-hour acknowledgement and one-month redressal clock stated up front.
In-app support, grievance officer, National Consumer Helpline and e-Daakhil, each with the date it becomes due.
Raise it in the app immediately with a photograph of what arrived, then, if the refund is refused or offered only as wallet credit, write to the platform's grievance officer claiming the item value plus the GST charged on it. Under rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 the platform must acknowledge your complaint within 48 hours and redress it within one month.
Yes — you can ask for the refund to go back to the original payment method, and a complaint should say so explicitly rather than accepting store credit by default. Wallet credit locks you into the same platform, and refusing to reverse a payment for a service that was never delivered is a deficiency in service under section 2(11) of the Consumer Protection Act, 2019.
Complain to the platform's grievance officer and, separately, to FSSAI, which regulates food businesses under the Food Safety and Standards Act, 2006 and takes consumer reports about unsafe food. Preserve the food and the packaging, note the restaurant's FSSAI licence number from the invoice, and photograph everything before you dispose of it.
Two years from the date the cause of action arose, under section 69 of the Consumer Protection Act, 2019. You can file online through the e-Daakhil portal in the District Consumer Disputes Redressal Commission where you reside or work, which handles claims up to Rs 50 lakh; larger claims go to the State or National Commission.