Orders
Q1. How should I place an order?
A1. You can place your order on Swiggy Assist website. You can also send us a mail at [email protected] with your order details.
Q2. Can I place an order on call?
A2. Yes, we accept orders on call. You can call us on +91-7022409237 for placing your orders.
Q3. How do I know my order is confirmed?
A3. We will send you an order confirmation email once we receive your order.
Q4. Can I edit my order after placing it? How?
A4. Yes, you can! Please call us on +91-7022409237 or write to [email protected] mentioning your Order Number.
Q5. Can I cancel an order after it has been confirmed? How?
A5. Yes, please refer to our Refund, Replacement & Cancellation policy here for more details.
Delivery
Q1. How will my order be delivered?
A1. Orders will be delivered as per the delivery details mentioned while ordering your product. Our delivery personnel will reach out to you in the promised time/SLA. Please write to [email protected] if the product is not delivered by the promised time.
Q2. When is the order delivered?
A2. Different products have different delivery times (details available on the product’s page). The products will be delivered within the promised timelines.
Q3. Are there any delivery charges?
A3. No, there are no delivery or handling charges.
Q4. Why is my location being displayed as “not serviceable”?
A4. This service is currently live only in a few cities. But we'll be coming to your location very soon.
Q5. Can I have my order delivered to me by next day?
A5. Please call +91-7022409237 or [email protected] mentioning your Order no. and we shall try our best to help you out.
Q6. Will all the items that I have ordered for, be delivered at a time?
A6. This depends on the items that you have ordered. We have partnered with different brands for different products to help you get the best prices. So, if you have ordered for different items, you might not receive them all at once.
Q7. Who should I contact if I have a problem with my delivery?
A7. Please call us on +91-7022409237 or write email to [email protected] mentioning your Order number.
Q8. Can I change the address once the order has been placed?
A8. Yes, you can ask for a change in the delivery address if our supplier hasn’t already dispatched the order. Please call on +91-7022409237 or writing to [email protected] mentioning your Order number.
Returns and Replacement
Q1. I received the wrong products, what should I do?
A1. Please don’t worry! Check our Refund, Replacement & Cancellation policy here.
Q2. My goods are damaged, what should I do?
A2. Please check our Refund, Replacement & Cancellation policy here.
Q3. Is there any return policy for the products which could not be sold?
A3. We offer free returns during the first month, i.e. we will take back the goods if the product is not sold. This is to help restaurants understand the quantity and type of SKU to be ordered by them.
Payment
Q1. When do I have to pay?
A1. You can pay at the time of placing order or you can choose the “PAY LATER” option.
Q2. How can I pay for my orders?
A2. There are two modes of payment that are accepted:
Mode 1: Through the Payment Gateway (You will receive a Payment link basis the credit terms)
Mode 2: Via NEFT (Payment link is sent to you, basis the credit terms and NEFT details will be shared in the link)
Q3. Can I buy goods on credit?
A3. Yes, you can buy goods on credit. Credit terms differ across our different partners and will be communicated to you by your sales executive. Alternatively, you can send us an email on [email protected] to know about your credit policy
Q4. Can I pay online?
A4. You can do an NEFT transfer. Account No. and IFSC details will be shared over an email after you place an order.
Q5. Will I get an invoice?
A5. Yes. You will get your invoice from our supplier at the time of delivery. The invoice will be sent via mail too.
Q6. I have lost my bill; can I request for a new bill?
A6. Yes, you can get a copy of your bill. Please write to [email protected], along with your order details.
Q7. What happens if I miss the payment date?
A7. You will be given payment reminders for 2-3 days. If you fail to make payments even after that, your account will be locked temporarily, and the payment may be deducted from your weekly order payout from Swiggy. The account will be unblocked after the payment is settled.
Product
Q1. How have you selected these products?
A1. The products on the platform have been selected basis 3 parameters (1) To fill gaps in the cuisine that a restaurant can offer on their menu (2) Margins that you can earn by including these products in your menu (3) High Product Quality
Q2. You don’t have the product I need, what should I do?
A2. We love to improve! Please send us your suggested products at [email protected] and we will try our best to include them in our catalogue.
Q3. Will the storage be provided by brand? How do we manage the limited storage space we have?
A3. No, Brands won't be providing any facilities for storage. The storage condition for the products is mentioned in the product description.
One way this issue can be resolved is that instead of placing orders for a large number of bottles, restaurants should decide an optimum number of bottles which will be sold out in 2-3 days. They can keep replenishing it when their inventory is low.
Q4. What is the shelf life of the product? Is return of goods possible if the goods remain unsold?
A4. The shelf life of the product is mentioned in the product description section. The landed shelf life will be at 80%of the actual shelf-life
General
Q1. Why is Swiggy doing this?
A1. At Swiggy, one of the key things we want to do is to add value to the business of all our Restaurant Partners. The add-ons that Swiggy is offering on this platform are branded products selected with the view of adding-on or completing meals with options which are popular among customers, but not available on your menu. We believe that these offerings can help in enhancing customer experience and increasing the Average Order Value when they order from you.
Q2. I can source these products myself. Why should I buy them from Swiggy?
A2. Best products - Our product selection is based on research of actual demand among customers, that will help in upgrading customer experience which will eventually help you in retaining them.
Best prices - We get the best possible rates from the brands exclusively for our restaurant partners.
Convenience - We track all orders to ensure you have a hassle-free experience. Your experience is of the utmost importance for us.
Q3. Should we list the product as an ala-carte option?
A3. If the restaurant is running discount, we don't recommend the restaurants to list the product as an ala carte option. Restaurant should rather include these juices as a Combo, Add-on and Add-to Cart Suggestions in the product checkout page. The restaurant will incur a loss through ala-carte option if it is offering discounts and a customer only orders these products during the check-out.
TBC used to list Raw Pressery products as an ala- carte option. It was observed that only 15 % of the total sales were through ala-carte option.
Q4. Will the restaurants incur a loss if they are offering some discounts?
A4. No, they won’t if the product is added as a Combo, Add-on or Add to Cart Suggestions
Example 1: If the restaurant is running regular TD:
Restaurant is offering a discount of 40% with a discount cap of Rs 75: If the Cart Value is 200 before adding the Juice. Total discount reached a value of Rs 80 and is now capped at Rs 75. This means any additional item addition to the menu will be incremental for the restaurant and Swiggy. Thus, if the consumer now adds a beverage, no incremental discounts will be levied
Example 2: If the restaurant is running Growth Packs:
Let’s say the value of Growth Pack is Rs 30. Irrespective of the fact if juice is added in the combo the partner will pay Rs 30 on the order. Thus, adding any additional item to the order, increases the margins for our partners.
Q5. Can we mark items OOS for the Add-ons?
A5. The product will be live by 12th August in the new update to our Self-Serve Menu Revisions.
Q6. Do restaurants get input tax credit for the purchases made of the MRP products?
A6. Restaurants cannot claim any input tax credit. The MRP items will be taxed at 5% GST when it is being sold to the consumers.