Missing items vs wrong items: why the fix differs
"My order was wrong" covers two very different problems, and support resolves them differently. Naming the right one — missing versus wrong — makes your claim faster to approve and harder to refuse.
The distinction that matters
A missing item is a gap: you paid for three things and two arrived. A wrong item is a swap: you ordered A and received B. A missing item is a straightforward refund for the thing you didn't get. A wrong item is a refund or replacement for the mismatch — and sometimes a redelivery, because you still have no usable version of what you ordered.
Missing item: prove the gap
The trick with a missing item is that you're proving a negative. A photo of everything that did arrive, laid out, is your evidence of the gap, alongside the receipt. Claim the refund for the specific missing item by name: "I paid for a garlic naan; it wasn't in the bag — photo shows the two curries, no naan."
Wrong item: prove the mismatch
A wrong item is easier to evidence because the wrong thing is in front of you. Photograph what arrived next to the order confirmation. "I ordered a chicken biryani; a veg pulao arrived — photo attached." Because you can show both sides, this is one of the cleanest disputes to win.
Why the difference changes your ask
- Missing item → refund for that item. Asking for the whole order back looks unreasonable and slows things down.
- Wrong item → refund for the swapped item, or a redelivery of the correct one.
- Dietary or allergy mismatch → treat as urgent and safety-first — more serious than a taste substitution.
Who is responsible
Both faults are the kitchen's doing, but you complain to the platform, which took your money and owes the remedy. You don't need to prove the kitchen erred; you show that what you received didn't match what you paid for. Our overview of your consumer rights maps who owes what.
When several things went wrong
If an order is both short and swapped, lead with the strongest, clearest fault — usually the wrong item, since you can show both sides — and mention the rest.
Rehearse the clean claim
The habit that wins is boring and effective: name the exact fault, show the photo, ask for the proportionate fix. The Wrong Order drills it — you inspect a delivered order, identify precisely what's wrong, and argue it to an agent and a board that reward specificity.