Shell recharge · Food and Beverages

Shell recharge Food and Beverages: customer care and complaint escalation

Shell recharge customer care

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Shell recharge Food and Beverages: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Shell recharge Food and Beverages.

Troubleshooting tips

  • If your Shell recharge payment for a food and beverage purchase fails, first check that your payment method has sufficient funds and that the transaction is not blocked by your bank. Then retry after 10 minutes.
  • If you haven't received your food and beverage voucher or confirmation after payment, check your email spam folder and the 'Orders' section in your Shell recharge account. If missing, contact support with your transaction ID.
  • If the food and beverage item is unavailable at the selected outlet, try choosing a different outlet or contact support for a refund or alternative.

Frequently asked questions

How long does it take to receive a food and beverage voucher after payment?

Typically, vouchers are delivered instantly via email and SMS. If you don't receive it within 10 minutes, check your spam folder and contact support at shellrechargeindia@shell.com or 011-408-49548.

What should I do if my food and beverage voucher is not accepted at the outlet?

Ensure the voucher is valid and the outlet is participating. If issues persist, contact support with your voucher code and transaction details for resolution within 24-48 hours.

Can I get a refund for a food and beverage purchase if the outlet is closed?

Yes, if the outlet is closed or cannot honor the voucher, you can request a refund by contacting support. Refunds are processed within 5-7 business days.

How to escalate a complaint with Shell recharge

If the first response isn’t good enough, here’s the path to a resolution.

Shell Recharge is Shell's electric vehicle charging service in India. For issues with charging sessions, billing, or the app, start with Shell's dedicated 24x7 customer support, then escalate to Shell India's general contact or grievance channels, and finally to India's consumer protection authorities.

  1. Contact Shell Recharge Customer Support

    Reach out to Shell Recharge's dedicated customer care team for help with charging, billing, or app issues.

    Customer Care Phone
    011-408-49548 24x7 support for Shell Recharge
    Customer Care Email
    shellrechargeindia@shell.com For Shell Recharge queries
    • Have your account details, charging session ID, and any error messages ready.
    • If you are not satisfied with the response, ask for a complaint reference number.

  2. Escalate to Shell India General Contact or Grievance Channel

    If the issue is not resolved, escalate to Shell India's general contact or use their live chat for further assistance.

    General Enquiries Email
    enquiries-in@shell.com For general Shell India queries
    General Enquiries Phone
    044-3099 1103, 044-4344 2650 Monday to Friday, 9:30 AM – 5:30 PM
    • Mention that you have already contacted Shell Recharge support and provide the reference number.
    • If you have a complaint about service quality at a Shell retail station, use the same contact details.

  3. External Escalation via Consumer Protection Authorities

    If Shell does not resolve your complaint, escalate to India's consumer grievance redressal mechanisms.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints
    Consumer Helpline Website
    https://consumerhelpline.gov.in Online complaint registration
    • File a complaint on the National Consumer Helpline portal or call 1915.
    • You can also approach the Consumer Commission under the Consumer Protection Act, 2019 for further escalation.
    • If the issue involves payment or banking, you may approach the RBI Ombudsman.

Tips for a stronger escalation

  • Keep a record of all communications, including dates, times, and names of representatives.
  • Clearly state your desired resolution (e.g., refund, credit, technical fix) when escalating.
  • Use email or written communication for formal complaints to have a paper trail.
  • If you use social media, tag Shell India's official handle for faster response.
  • Check Shell Recharge's terms and conditions for any specific complaint procedures.
  • Escalate to consumer forums only after giving the company a reasonable time to respond.

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