Swiggy — Irresponsible Cancelling of my swiggy order and extra charges on next orders

Address: banglore

Order number: [protected]
Date and Time of cancellation: Sun, Oct 6th, 22:07 (10:07 pm)
Item Price: rupees 254

On Sunday, October 6, at 9:20 PM, I placed an order for ice cream from Polar Bear via Swiggy. At 9:50 PM, the swiggy delivery guy called, claiming he was at my location. He said, "Your location is 500m away". I instructed him to come to my floor since it was an apartment building. However, he didn't come.

I checked the swiggy app, and the map in the app showed him wandering in a different area (near Marathallli), which was concerning. He called me to get the location. He gave me a phone number and asked me to send the location, which I shared through whatsapp. He replied that my shared location is "5 km away." The location I shared was the same location I used in the swiggy app every time.

By 10:10 PM, after waiting, I got a notification from swiggy that my polar bear order was cancelled, and to my dismay, a cancellation fee (Rupees 254) was added to my account. I reached out to the chat and call support of swiggy and talked with their team. They told me that, the delivery guy had said, "I was not picking up the call", therefore swiggy cancelled my order.

This is completely baseless because I talked to him, I got his number and shared my location and then the order got cancelled. This to me seems like "delivery fraud".

I talked with the Swiggy team today. And requested to remove the "cancellation fee" charged on my new orders. But they refused, saying "As per policy, they can't do it".

Resolution:
1. Removal of my cancellation fee.
2. Charge swiggy with fines for mishandling complaints and issues.
3. Make swiggy change its policies on cancelling orders.