In a Reddit AMA, a self-proclaimed Swiggy customer support agent disclosed how users are ranked and why some customers get faster refunds and more lenient cancellation policies.
March 31, 2025: An anonymous Reddit AMA has shed light on Swiggy’s internal customer service practices, revealing how users are segmented and why certain customers receive better perks.
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The individual, claiming to be a Swiggy customer service executive working through a third-party agency, opened up about the classification of users, refund protocols, and how “high value” customers are treated differently from regular users.
The AMA, held on Reddit, attracted considerable attention. While the information is unverified, the session provided some intriguing insights.
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Customer Categories: 4-Tier System
According to the executive, Swiggy divides its users into four tiers:
- New Users
- Low Value Customers
- Medium Value Customers
- High Value Customers (also referred to as PQ customers)
The classification is automated by the system and is based on two key metrics:
- Order frequency
- Order value
“We don’t decide… it’s the system,” the support executive wrote. “High value means ordering frequently and placing high-value orders.”
Perks for High Value Customers
High value customers receive certain privileges that others don’t:
- Full Refunds Instantly: While standard users are first offered partial refunds (₹30–₹35 on a ₹100 item) for issues like spillage or poor quality, PQ customers may receive full refunds right away.
- Faster Escalation: Issues raised by PQ users are given higher priority and often resolved more quickly.
- Free Cancellations: High value users are eligible for one free cancellation—only in cases where the customer didn’t answer the call or input a wrong address.
New users, however, don’t receive this cancellation benefit.
How Refunds Work (For Most Users)
Refunds are tiered:
- ₹30–₹35 is offered first for a ₹100 issue.
- If the customer refuses, the offer may increase to ₹50.
- A full refund is generally the last resort—unless the customer is classified as high value.
“Swiggy saves money because most users accept the first refund offer,” the executive explained.
Final Note:
The Reddit session gives a rare, unfiltered look into the backend logic of one of India’s largest food delivery services. While the authenticity of the claims is yet to be verified, it does spark conversation about customer segmentation and digital fairness in service platforms.
Swiggy is yet to release an official statement.
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Swiggy, Swiggy customer support, Swiggy refunds, Swiggy high value customer, food delivery secrets, Swiggy tiers, Reddit AMA, Swiggy insider, Swiggy complaint process, online food delivery, customer segmentation, Swiggy policy