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Refund Still Not Received After 1.5 Years – Only Offering Wallet Credits Now

Deepak_9155

TF Premier
Recently, while deleting some old emails, I came across a Zomato order I had placed back in October 2023. I remembered there was an issue with the order, and Zomato had promised me a partial refund. At the time, I didn’t follow up much, assuming it would be taken care of automatically.


But when I checked, I realized I had never received the refund.

So I decided to follow up recently. The order was paid using a HDFC RuPay credit card via CRED Pay. I reached out to Zomato through Twitter, and after some back-and-forth, they called me on 6 July 2025. During the call, they admitted that the refund attempts had failed due to some payment gateway issue, and instead offered me Zomato credits valid for one year.


I clearly told them I don’t want Zomato credits - I paid in real money and expect the refund back to my original payment method. They said they would send an email confirming this, and I have since received that email, where they officially confirmed that the refund was never processed successfully.

1751992440315.webp

To be clear, the actual promised refund amount was less than ₹100, but that's not the point - the issue is about accountability and how Zomato handled (or rather, didn’t handle) the refund for over 500 days. Instead of resolving the issue properly, they’ve offered wallet money and stopped responding on Twitter.

I also reached out to CRED for transaction details, but they told me they don’t store data older than 1 year — which I find hard to believe.


As far as I understand, the RBI has very clear guidelines regarding failed or delayed digital payment refunds. Refunds must be completed within T+5 working days, and beyond that, ₹100 per day compensation becomes applicable until the refund is processed. Zomato has completely ignored this aspect.


Now I need help with the next steps:​


How can I file an official complaint with the RBI to escalate this issue and claim the compensation? I want to know the exact steps to raise this with the RBI Ombudsman, now that Zomato has clearly admitted the refund failure and it’s far beyond the allowed timeline.


Also, how can I make sure the ₹100/day compensation (as per RBI guidelines) is acknowledged and addressed in the complaint?


Would really appreciate step-by-step help or inputs from anyone who’s gone through something similar.


Thanks in advance!
 
Recently, while deleting some old emails, I came across a Zomato order I had placed back in October 2023. I remembered there was an issue with the order, and Zomato had promised me a partial refund. At the time, I didn’t follow up much, assuming it would be taken care of automatically.


But when I checked, I realized I had never received the refund.

So I decided to follow up recently. The order was paid using a HDFC RuPay credit card via CRED Pay. I reached out to Zomato through Twitter, and after some back-and-forth, they called me on 6 July 2025. During the call, they admitted that the refund attempts had failed due to some payment gateway issue, and instead offered me Zomato credits valid for one year.


I clearly told them I don’t want Zomato credits - I paid in real money and expect the refund back to my original payment method. They said they would send an email confirming this, and I have since received that email, where they officially confirmed that the refund was never processed successfully.

View attachment 103010

To be clear, the actual promised refund amount was less than ₹100, but that's not the point - the issue is about accountability and how Zomato handled (or rather, didn’t handle) the refund for over 500 days. Instead of resolving the issue properly, they’ve offered wallet money and stopped responding on Twitter.

I also reached out to CRED for transaction details, but they told me they don’t store data older than 1 year — which I find hard to believe.


As far as I understand, the RBI has very clear guidelines regarding failed or delayed digital payment refunds. Refunds must be completed within T+5 working days, and beyond that, ₹100 per day compensation becomes applicable until the refund is processed. Zomato has completely ignored this aspect.


Now I need help with the next steps:​


How can I file an official complaint with the RBI to escalate this issue and claim the compensation? I want to know the exact steps to raise this with the RBI Ombudsman, now that Zomato has clearly admitted the refund failure and it’s far beyond the allowed timeline.


Also, how can I make sure the ₹100/day compensation (as per RBI guidelines) is acknowledged and addressed in the complaint?


Would really appreciate step-by-step help or inputs from anyone who’s gone through something similar.


Thanks in advance!
i guess you can lodge complaint against payment gateway entity and add Zomato as service provider in your case, also you can add cred. it will be interesting, will rbi consider the case or not. if yes, who will pay compensation
 
Recently, while deleting some old emails, I came across a Zomato order I had placed back in October 2023. I remembered there was an issue with the order, and Zomato had promised me a partial refund. At the time, I didn’t follow up much, assuming it would be taken care of automatically.


But when I checked, I realized I had never received the refund.

So I decided to follow up recently. The order was paid using a HDFC RuPay credit card via CRED Pay. I reached out to Zomato through Twitter, and after some back-and-forth, they called me on 6 July 2025. During the call, they admitted that the refund attempts had failed due to some payment gateway issue, and instead offered me Zomato credits valid for one year.


I clearly told them I don’t want Zomato credits - I paid in real money and expect the refund back to my original payment method. They said they would send an email confirming this, and I have since received that email, where they officially confirmed that the refund was never processed successfully.

View attachment 103010

To be clear, the actual promised refund amount was less than ₹100, but that's not the point - the issue is about accountability and how Zomato handled (or rather, didn’t handle) the refund for over 500 days. Instead of resolving the issue properly, they’ve offered wallet money and stopped responding on Twitter.

I also reached out to CRED for transaction details, but they told me they don’t store data older than 1 year — which I find hard to believe.


As far as I understand, the RBI has very clear guidelines regarding failed or delayed digital payment refunds. Refunds must be completed within T+5 working days, and beyond that, ₹100 per day compensation becomes applicable until the refund is processed. Zomato has completely ignored this aspect.


Now I need help with the next steps:​


How can I file an official complaint with the RBI to escalate this issue and claim the compensation? I want to know the exact steps to raise this with the RBI Ombudsman, now that Zomato has clearly admitted the refund failure and it’s far beyond the allowed timeline.


Also, how can I make sure the ₹100/day compensation (as per RBI guidelines) is acknowledged and addressed in the complaint?


Would really appreciate step-by-step help or inputs from anyone who’s gone through something similar.


Thanks in advance!
That rule is applicable when your payment fails like money deducted but order not confirmed not applicable on refund of product due to item issue or services issue. I think I am correct ✅ but if wrong anyone can correct it.
 
Thanks everyone for your inputs and clarifications!

Since this case doesn’t fall under RBI's purview, I understand I can’t escalate it via the RBI Ombudsman route.

So I’ve decided to just accept the Zomato credits they offered and close the matter for now.

Appreciate all your replies and time
Cheers!

🙏
 
Last edited:
Thanks everyone for your inputs and clarifications!

Since this case doesn’t fall under RBI's purview, I understand I can’t escalate it via the RBI Ombudsman route.

So I’ve decided to just accept the Zomato credits they offered and close the matter for now.

Appreciate all your replies and time
Cheers!

🙏
Wise decision .
 
No its not matter of peace if zomato has not refund the failed transaction than he should fight for compensation if we calculate in year 100×365 = 36500 as per RBI guidelines. But here it is refund.
You are calculating the compensation based on the guidelines which are not applicable here. Again since OP is satisfied with Zomato credits and its not big money involved here so it can be let go for peace of mind. Don't get stressed. Chill bro.
 
Zomato order

Zomato's brother Swiggy is no better, ... perhaps even worse!

Recently they delivered an entirely different item (that we couldn't even eat) in place of what I had actually ordered !

When contacted, Swiggy flat out denied any responsibility whatsoever, pretty much telling me that it was entirely between me and the restaurant! No refund, no compensation, nothing!

As a consequence Swiggy would never receive another order from my household ever again. Talk about penny wise and pound foolish!
.
 
Zomato's brother Swiggy is no better, ... perhaps even worse!

Recently they delivered an entirely different item (that we couldn't even eat) in place of what I had actually ordered !

When contacted, Swiggy flat out denied any responsibility whatsoever, pretty much telling me that it was entirely between me and the restaurant! No refund, no compensation, nothing!

As a consequence Swiggy would never receive another order from my household ever again. Talk about penny wise and pound foolish!
.
Rightly said. Swiggy Customer Support is way pathetic. They turn all your complaints to mere feedback that will happen again and they will have same response. Sometimes they issue 30 rs coupons just for delivery fee compensation but those coupons are always useless. Zomato here atleast credited the amount to the wallet which is like real money. Swiggy don't have guts to issue such wallet credits. They do it but it's very rare.
 
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