Frequently asked questions

Orders

Q1. Can I place order on call?

A1. Sorry, we don’t accept orders on call. However you can call us on +91-7259085922 for any help related to placing order.

Q2. How do I know my order is confirmed?

A2. We will send you a order confirmation email once we receive your order.

Q3. How do I edit my order after placing it?

A3. Please call us on +91-7259085922 or write email to [email protected] mentioning your Order #.

Q4. How do I cancel my order?

A4. Please refer to our return & cancellation policy here.

Delivery

Q1. How will be my orders delivered?

A1. Orders are delivered directly by the Swiggy Packaging Assist suppliers. Different items in an order could be fulfilled by different suppliers. We will share the contact details and amount payable for all deliveries via email and SMS.

Q2. When is the order delivered?

A2. Our suppliers deliver the products within 3-4 days of orders being placed. For products with your logo printed, lead time could be higher. Please check details at the product page.

Q3. Is delivery free?

A3. Yes. There are no delivery or handling charges.

Q4. Why is my location is not serviceable?

A4. We are currently live only in a few cities. We will be expanding soon.

Q5. Can I have my order delivered to me by next day?

A5. Please call Swiggy Partner Support on +91-7259085922 or write email to [email protected] mentioning your Order # and we shall try our best to help you out.

Q6. Will I get my entire order in single delivery?

A6. This depends on the items you have ordered. We have partnered with different suppliers for different products to help you get the best pricing.

Q7. What if I have a problem with my delivery?

A7. Please call Swiggy Partner Support on +91-7259085922 or write email to [email protected] mentioning your Order # and they will help you out.

Q8. Can I change the address once the order has been placed?

A8. Yes, you can ask for a change in delivery address if our supplier hasn’t dispatched the placed order by calling Swiggy Partner Support on +91-7259085922 or writing to [email protected] mentioning your Order #

Returns

Q1. I received wrong products, what should I do?

A1. Please see our return and cancellation policy here.

Q2. My goods are damaged, what should I do?

A2. Please see our return and cancellation policy here.

Payments

Q1. When I have to pay?

A1. You will have to pay at the time of delivery as per the payment details we send to you via email.

Q2. What payment modes are accepted?

A2. You can pay by cash or cheque at the time of delivery. We will soon be introducing more payment methods.

Q3. Can I buy the goods on credit?

A3. Sorry, we don’t allow a credit on goods currently.

Q4. Can I pay online?

A4. You can do NEFT transfer. We will be sharing the details via email.

Q5. Will I get an invoice?

A5. Yes. You will get your invoice from our supplier at the time of delivery.

Product

Q1. How have you selected these products?

A1. We have show products which have passed our quality tests and are best suited for delivery. We will keep updating our catalog with better products. Stay tuned!

Q2. You don’t have the product I need, what should I do?

A2. You can write to us at [email protected] and we will try our best to include your need in our catalog.

General

Q1. Why is Swiggy doing this?

A1. At Swiggy we strive to add value to your business. We understand the challenges you face on a daily basis in sourcing the best quality packaging material. Swiggy Packaging Assist is to take care of all your packaging needs.

Q2. How are you guys are different?

A2. Best products - We only list the products which have passed our tests and are the best suitable for delivery. They will help in giving a better consumer experience, so you can get get repeated orders.

Best prices - We have negotiated rates with our distributors exclusive for Swiggy Restaurant.

Convenience - No need to haggle for prices. No need to follow-up on delivery. We track all orders to ensure you have a hassle free experience.

FAQs

General

  

Requests

Q1. Can I request for manpower interviews on call?

A1. Sorry, we don’t accept any requests on call. However, the restaurant can send us an email forany help related to placing requests at [email protected]

Q2. How do I know my request has been accepted?

A2. The partnering recruitment agency will send the restaurant a confirmation email once they have accepted its request. Soon after the restaurant places a request, it will receive communication to approve sample profile(s) and an interview will be scheduled with the candidate at a mutually convenient time. Once the interview(s) has been scheduled, the restaurant will receive another email with all the interview details.

Q3. How do I edit my request after placing it?

A3. Please write to us at ​[email protected]​ mentioning the order details (Request ID of the restaurant, Date of placing order and required edits). We will try to accommodate the same provided sample profile has yet not been shared with the restaurant.

Q4. How do I cancel my request?

A4. Please refer to our Return & Cancellation policy.

Interviews

Q1. How will the candidates be sent for interviews?

A1. Soon after the restaurant places a request, it will receive communication from our partneringagency to approve sample profile(s). Once the restaurant approves the sample profile, the executive will schedule an interview at a mutually convenient time for the restaurant and the candidate. An email notification will be sent to the restaurant as soon as the interview is scheduled. The restaurant can also give any instructions to the candidate before the interview.

Q2. How long will it take to process my request and when will the recruitment agency send acandidate for an interview?

A2. It will depend on the type of manpower required. For service staff, it usually takes 3-5 days andfor kitchen and managerial staff, it may take 3-7 days.

Q3. Can I change the time of interview for the conversion model?

A3. We request the restaurant to inform the partner agency at least six hours prior to the time of the interview. Our executive will postpone the interview according to the availability of the restaurant andthe candidate. Rescheduling can only be done once.

Q4. Can I change the restaurant for which I had raised the request to another franchise?

A4. Yes, the restaurant can ask for a change in the address of the restaurant, provided a sampleprofile for a different location has not yet been approved. For this, please write an email to us withdetails on ​[email protected]​. No refunds will be processed for cancellations after scheduling of the interview.

Q5. How many times can I modify my request before an interview is done?

A5. The restaurant can modify its request only once before the sharing of profiles. No further changes will be allowed. This modification will be done only if it implies to all the profiles and if sample profile has not yet been approved.

Q6. How will I identify the candidate or verify the genuinity of the person sent for theinterview?

A6. Our Partner Agency will instruct all the candidates to carry their government ID cards for verification at the time of interview.

Q7. Can I interview all the candidates in the bundled interview model together?

A7. The interviews will be scheduled based on the convenience of the restaurant as well as the availability of the candidate. Such a request can be placed while approving the sample profile, and we will try to accommodate the same. However, the same cannot be guaranteed.

Q8. How do I convey that I want to employ the candidate sent in the conversion model?

A8. The restaurant will get a feedback call and a feedback form to indicate their choice(HIRE/WAIT/NO HIRE). Right after this, the restaurant will receive an email with the payment link.

Q9. What if I have a problem with the candidate sent for the interview and would like to report him?

A9. Please report the candidate to Swiggy in such a situation. We will forward the issue to the concerned recruitment agency.

Q10. How do I give the feedback for the interview?

A10. As soon as the interview is done, the restaurant will receive a feedback form with three options:
HIRE​: If the restaurant wants to hire the candidate immediately, he can select this option. This will be communicated to the candidate for immediate joining. The remaining interviews will take place asscheduled.
WAIT: ​If the restaurant decides to keep the candidate on hold, it can select this option. The profile will not be shown for any other requests for the next 2 days. The remaining interviews will take place as scheduled. ​We take no responsibility if the candidate gets hired elsewhere. We suggest you to HIRE the candidate if he meets your requirement
NO HIRE: ​If the restaurant decides to reject the candidate, it can select this option. The remaining interviews will take place as scheduled.
Please note that it is restaurants’ sole responsibility if it decides to choose the hire option for more candidates than the number of positions it initially had. ​In the profile based model, recruitment decision is restaurants' sole responsibility and the vendor is only responsible for ensuring walk-ins.

Payments

Q1. When do I have to pay?

A1. The restaurant will have to pay as per the model it have chosen:
For​​ single interview and bundle interview models​, the restaurant will have to pay right after itapproves the sample profile. We will share a payment link with the restaurant and online paymentwill have to be made before availing the services.
If it is a ​conversion based​ model, the restaurant has to pay when it selects the candidate anddecides to employ him/her. The restaurant will receive a feedback call for the candidate and it will be asked whether it wants to employ the candidate. If the restaurant wants to employ the candidate, we will send instructions via email for the payment.

Q2. Are there any other charges apart from those mentioned in the rate chart?

A2. The prices mentioned on the website are inclusive of all taxes.

Q3. What payment modes are accepted?

A3. All online payment modes are accepted.

Q4. Can I take this service on credit?

A4. Sorry, we don’t allow a credit on this service currently.

Q5. Will I get an invoice?

A5. Yes. The restaurant will get an invoice from our partnering recruitment agency.

Quality

Q1. What quality assurance do I get of the profiles sent by Swiggy?

A1. We have some of the best recruitment agencies partnering with us to solve one of the key issuesof the restaurant industry. The recruitment agencies have over thousands of profiles and we aim toprovide the restaurants with the best manpower as per your requirements. For a bundled interview model, the restaurant will be shown a sample profile and the other profiles will be similar to this sample profile. The restaurant has to pay only after it likes the first sample profile.

Q2. You don’t have the manpower requirement that I need, what should I do?

A2. The restaurant can write to us at [email protected] and we will try our best to include the need in our services.

FAQs

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.