ixigo x swiggy food on train
Ordering / Payment Flow —> Cx views and pays for FoT order on ixigo trains or confirm tkt app.
Cancellation / Order Status Flow → Cx requests cancellation / WIMO status on ixigo / CT app.
CC Support → Cx reaches out for MDI and post-delivery issues on ixigo trains or confirm tkt app
Overall | WIMO | Cancellation | MDI (Marked Delivered Incorrectly) | PDI / IGCC
(Post Delivery) |
ixigo TAT
( to Cx) | instant, App-based | See 2nd Table | See 2nd Table | See 3rd Table |
Swiggy TAT
( to ixigo) | N.A. | N.A. | <= 24 hours | <= 24 hours |
Refund
Logic | N.A. | 100% refund, until Rx starts meal prep | As per current
FMP logic, only refunds. | As per current FMP logic, only refunds. |
Cancellation
Stage | Pre-Relay
(CDC) | Post-Relay (CDC) | SDC/RDC/
VDC | Walker missed the Train | Train Delayed beyond Stn Timings | MDI |
Request raised by | Cx | Cx | Swiggy | Cx or Swiggy | Swiggy | Cx |
Refund
Logic | 100% refund | No refund | 100% refund | 100% refund | 100% refund | 100% refund |
ixigo TAT
( to Cx) | instant, App-based | instant, App-based | instant, from Backend | <=20 minutes, from Backend | around 10pm, from Backend | 24-48 hours, from Backend |
Communicate Refund TAT | Refund initiated it will take x days | Started preparing order, will lead to food wastage
Ixigo agent - deter with messaging, still wants to cancel then inform money deduction | Unavoidable circumstances
Regret
Refund | Unavoidable circumstances
Regret
Refund | Train delayed beyond our ops timings
Refund | Validation based response |
Refund initiated by | Swiggy | N.A. | Swiggy | Swiggy | Swiggy | Swiggy |
Refund intimation sent via | ixigosupport
@swiggy.in | N.A, | ixigosupport
@swiggy.in | ixigosupport @swiggy.in | ixigosupport @swiggy.in | ixigosupport @swiggy.in |
IGCC
Issues | Quality Issues
(Cold / Melted) | Quality Issues (Others) | Packaging | Quantitiy Issues | Wrong Item |
Request sent by ixigo on behalf of Cx to Swiggy | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in |
Request to be
raised within | <=7 days of Order created | <=7 days of Order created | <=7 days of Order created | <=7 days of Order created | <=7 days of Order created |
Any other Requirement | Need Images | Need Images | Need Images | Need Images | Need Images |
Oneview containing Order Id & User Id | Yes | Yes | Yes | Yes | Yes |
Ticket Created By | Agent | Agent | Agent | Agent | Agent |
Bot based TNS Check | No | No | No | No | No |
Oneview based Fraud Check | Yes | Yes | Yes | Yes | Yes |
Replacement Order | No | No | No | No | No |
Oneview containing Order Id & User Id | Yes | Yes | Yes | Yes | Yes |
Refund
Logic | As per current
FMP logic | As per current
FMP logic | As per current
FMP logic | As per current
FMP logic | As per current
FMP logic |
Swiggy TAT
( to ixigo) | N.A. | N.A. | <= 24 hrs | <= 24 hrs | N.A. |
ixigo TAT
( to Cx) | TBC | TBC | TBC | TBC | TBC |
Refund initiated by | Swiggy | Swiggy | Swiggy | Swiggy | Swiggy |
Refund intimation sent via | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in | ixigosupport
@swiggy.in |
Are we allowing Cx to raise request from their Swiggy App? NO
Scorecard of ixigo stream performance -
Claims raised
Refunds given
Email TAT by issue type
…
SERVICE RECOVERY FOR IXIGO CONSUMERS
