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The original was posted on /r/india by /u/KanonKaBadla on 2025-02-05 08:56:15+00:00.
Background
On Jan 22, I tried placing order on ZEPTO but it was failing due to technical glitch. I was using ZEPTO Wallet as payment mode. Eventually I used my credit cad directly and order went through.
BUT I didn’t realise that money was deducted from ZEPTO wallet for those failed order until this week.
The amount is 1050, deducted twice, so 2100 Rs.
The Incompetence
I reached to customer care through chat explaining my issue. The replies I get -
Upon verification, it has been observed that the amount has not yet been received by us. If you are unable to view this amount, please consider reaching out to the bank either by phone or by visiting in person.
I clearly mentioned the amount was deducted from ZEPTO wallet along with screenshot.
The person escalated to their senior, received a call from them and they agreed amount isn’t refunded. They will do it by end of day. And will give 300 rs extra for inconvenience.
Few hours later, I received 300 Rs but with only 1 refund of 1050 Rs.
The Liars
I decided to directly email their support as I want to document the conversation. I explained the issue, attached screenshot of wallet ledger with deducted amount and refunds I received and asked to issue remaining amount.
The replies I get -
If you are unable to view this amount, please consider reaching out to the bank either by phone or by visiting in person. You can then initiate a charge back, and the dispute team will investigate the matter for you.
Clearly, comprehension is not their strong skill.
After back and forth multiple times -
Upon verification, it has been observed that the amount has not yet been received by us.
Now they are now resorting to lie outright, AFTER refunding for 1 order but not both.
I escalated the issue to grievanceredressal (at) commodum (dot) in. The reply -
We regret any inconvenience you may have had due to the refund discrepancy.Upon checking, we found that the amount was not deducted for these two order IDs. Unfortunately, we can only share this feedback with you.
The absolute thievery.
I am just baffled by how shitty their system is that they can’t track a payment done by their OWN wallet, absolute lack of comprehension skill to understand the issue and find resolution.
In all the years of interacting with various customer cares, this one makes me angry BECAUSE OF ABSOLUTE LYING they have resorted to.
TL;DR - Zepto deducted 1050 twice for failed order from their wallet, refunded only 1, now lying amount was never deducted in first place and refused to give refund.
Screenshots attached -