Fake Customer Support Zomato/Swiggy Refund Scam — How to Identify & Stay Safe

INDIA — By BharatSecure Threat Intelligence Team · Updated May 29, 2026

Severity: CRITICAL | View Full Scam Details

Beware the Fake Customer Support Zomato/Swiggy Refund Scam in India 2026: How UPI and WhatsApp Are Misused

A growing number of Indians are falling victim to a critical scam involving fake customer support calls and messages claiming refunds from popular food delivery apps Zomato and Swiggy.

What Is the Fake Customer Support Zomato/Swiggy Refund Scam?

This scam targets users of food delivery platforms in India by falsely promising refunds or promotional credits through fake customer support interactions. Fraudsters impersonate official agents from Zomato or Swiggy and contact victims via WhatsApp or phone calls. They claim there was an overcharge, duplicate payment, or failed order, and offer to process a refund.

Such cases have surged in recent years, exploiting India’s widespread use of UPI payments and WhatsApp for communication. Victims are typically urban or semi-urban food delivery app users who trust customer support channels. Multiple public complaints received by cybercrime cells and alerts issued by CERT-In and the Indian Cyber Crime Coordination Centre (I4C) confirm that this scam is widespread and constantly evolving.

The Reserve Bank of India (RBI) has also highlighted increase in phishing attacks aimed at UPI users, urging vigilance against unsolicited messages and refund offers reportedly linked to established apps.

How This Scam Works — Step by Step

1. Initial Contact: Victims receive a WhatsApp message or a phone call claiming to be from Zomato or Swiggy customer support. The message states there was an error in billing and they are eligible for a refund or credit.

2. Convincing the Victim: The fraudster shares fake screenshots of the victim’s order history or payment details to gain trust and explains the refund process as requiring “account verification” or “payment confirmation.”

3. Request for UPI or Bank Details: The caller asks the victim to share UPI IDs, bank account numbers, or OTPs under the pretext of processing the refund.

4. Fake Refund Link or UPI Collect Request: Victims may be sent a fake UPI payment link or a UPI collect request that looks legitimate but actually routes money to the scammer’s account.

5. Sharing OTP or PIN: The caller pressures victims to share the OTP received on their registered mobile number or even their UPI PIN, claiming it’s needed for verification.

6. Money Loss and Disconnection: Once the scammer receives sensitive information or completes a fraudulent UPI transaction, the victim’s money is drained, and the scammer ceases communication.

Real Warning Signs to Watch For

• Unsolicited calls or WhatsApp messages claiming urgent refunds.
• Requests to share OTPs or UPI PINs — official support never asks for these.
• Links or QR codes sent for “refund confirmation” that seem suspicious or don’t come from official app domains.
• Pressure tactics urging immediate action or threatening account suspension.
• Caller ID numbers that do not match official Zomato or Swiggy contacts.
• Requests for personal bank details or Aadhaar numbers over chat or call.
• Poor grammar or spelling errors in messages purportedly from official support.

What Happens to Victims

Victims often lose hundreds to thousands of rupees as fraudsters empty their linked bank accounts or UPI wallets. Since UPI transactions are almost instantaneous and typically irreversible, the financial impact is immediate and painful.

Emotionally, victims face stress, loss of trust in digital payments, and sometimes harassment through repeated scam calls. Victims’ personal data such as Aadhaar-linked bank accounts could be further exploited in identity theft or SIM swap frauds, amplifying the risk of continued financial loss.

What RBI and CERT-In Say

The Reserve Bank of India has issued general advisories cautioning users against phishing and social engineering scams targeting UPI and other digital payments. RBI recommends never sharing OTPs, PINs, or passwords and verifying refund claims directly through official app channels or websites.

CERT-In and the Indian Cyber Crime Coordination Centre (I4C) emphasize reporting suspicious digital refund offers and fake customer support calls. They provide the 1930 cybercrime helpline for victims to lodge complaints and seek assistance. The framework encourages awareness campaigns and technology solutions like multi-factor authentication to protect users.

How to Protect Yourself

1. Always verify refund offers by logging into the official Zomato or Swiggy app directly — do not trust links or messages.
2. Never share your UPI PIN, OTP, passwords, or bank details over calls or WhatsApp.
3. Do not click on UPI links or scan QR codes sent by unknown or unofficial sources.
4. Save and check official customer care numbers from apps/websites before calling back.
5. Enable app lock and biometric authentication for food delivery apps and UPI apps.
6. Register your mobile number with your bank and UPI apps to receive transaction alerts.
7. Report suspicious messages immediately on BharatSecure.app and to the 1930 cybercrime helpline.

What to Do If You’ve Been Targeted

• Immediately block the caller/contact from WhatsApp and phone.
• Contact your bank or UPI service provider to freeze or monitor your account for unauthorized transactions.
• Change your UPI PIN and app login passwords without delay.
• File a complaint on the cybercrime.gov.in portal or call the 1930 cybercrime helpline.
• Inform Zomato or Swiggy via their official support channels about the incident.
• Keep records of all scam-related communications and transaction details for police reporting.

Frequently Asked Questions

Q: Can Zomato or Swiggy initiate refunds by calling me on WhatsApp?
A: No. Official refunds or credits are processed within the app or through authenticated communication channels. They do not ask for OTPs, PINs, or bank details over calls or WhatsApp.

Q: What should I do if I accidentally shared my UPI PIN or OTP?
A: Change your UPI PIN immediately and contact your bank to block further transactions. Report the incident to cybercrime authorities via 1930 or cybercrime.gov.in.

Q: How can I check if a message claiming to be from Zomato or Swiggy is genuine?
A: Verify through the official app or website. Do not click on links or reply to messages from unknown numbers. Use BharatSecure.app to verify suspicious messages.

Stay alert and protect your money! If you receive suspicious messages about refunds on WhatsApp or calls claiming to be from food delivery apps, verify first at BharatSecure.app and report fraud at the national 1930 helpline.

Disclaimer: This article describes a pattern of fraud reported in public sources for public-safety awareness. It is not legal, financial, or medical advice. To request correction or removal of any content, write to hello@bharatsecure.app.