Instamart cancelled my order, marked refund as “completed” without RRN and asking for bank statement

Today I had one of the most frustrating Instamart experiences I’ve ever had, and I’m honestly exhausted.

I placed an Instamart order, paid the full amount (₹1012) via UPI, and saw the usual “your order is getting packed” status. Everything looked normal, so I relaxed for a bit.

After around 15 minutes, I opened the app again and saw that Instamart had cancelled my order on their own. No call, no SMS, no push notification, nothing. Just quietly cancelled in the background.

I immediately reached out to their customer care. The agent told me very casually, “Sir, you’ll get your refund in two hours.” While I was still on that call, I actually got the notification that the refund was initiated, so I thought, okay, at least they’re processing it.

But it gets worse.

Around 30 minutes later, the app suddenly started showing the refund as “Completed – Refund credited to your account”. No money in my bank. No UPI credit. No SMS from the bank. And most importantly, no RRN/UTR number in the Swiggy app so that I could even follow up with my bank if I wanted to. The same screen simply tells me, “If there is an issue, please contact your bank’s customer care.” 

So now Swiggy Instamart cancels my order without my consent, shows a fake “refund completed” status, and then conveniently pushes the responsibility onto me and my bank.

I called Instamart support again and explained very clearly:
* I haven’t received the money.
* There is no RRN/UTR visible in the app.
* Without RRN, the bank literally cannot trace anything.

Their “solution”? They told me to share my bank statement so they can “verify” that I haven’t received the refund.

Why should I share my full bank statement for a mistake that Instamart created?
They are the ones:
* Who cancelled my order.
* Who claim the refund is completed.
* Who are not providing any transaction reference number.

And now they want to see my entire banking history because their own system cannot track their own refund?

I am extremely uncomfortable sharing a full statement with a private company’s support team. 

A statement has:
* Complete account details
* All other transactions
* Balance and financial patterns

 It’s not about ₹1012 alone. It’s the feeling of being completely powerless as a customer:
* You pay in advance.
* The platform cancels the order without explanation.
* The app marks refund as “completed” even when it clearly isn’t.
* Then they ask you to prove you didn’t receive it, without even giving you the basic RRN that every UPI refund should have.

This entire thing has honestly left a bad taste. Instamart was always marketed as “quick, convenient, hassle-free”. Today it felt more like “we’ll take your money, and then you run around between us and your bank.”


I’m posting this here because:
* I want others to be aware that this can happen even when the cancellation is from Instamart’s side.
* I want to know if anyone else has faced something similar where Swiggy marks refund as completed but there is no RRN and no money. 
* I also want to ask: is it actually reasonable or safe for them to demand a full bank statement instead of giving their own RRN and fixing their systems? 

At this point, I’m seriously considering taking this up further through consumer complaint channels if they don’t resolve it without forcing me to hand over my entire statement.

If you’ve dealt with this before, what worked for you? Did you escalate on social media, NPCI, bank, or consumer court? Any advice is appreciated.

Swiggy Instamart cancelled my order, marked refund as “completed” without RRN, and is now asking for my bank statement