Roadies customer service number — an expert operational guide

Where to locate the official customer service number

The fastest, most reliable way to get Roadies’ official customer service number is from the company’s verified channels: the corporate website, the mobile app, the invoice or airway bill that accompanies your shipment, and the verified social media profiles. On the website look for pages labelled “Contact Us”, “Support”, or “Help Center”; these pages usually list a national toll‑free line (format: 1800‑XXX‑XXXX in India) plus regional office numbers and hours. The mobile app often includes an in‑app “Call Support” button that dials the correct number for your shipment’s region automatically.

If you do not have a shipment invoice to hand, use the company’s domain and support pages rather than search engine snippets: a verified domain (for example, https://www.roadies.example/support — illustrative) or the app store listing will include the official line. Avoid numbers posted on unverified third‑party marketplaces or crowd‑sourced forums; these often change and can route you through non‑official agents.

• Places to check immediately: 1) the airway bill/invoice (top right), 2) Roadies mobile app > Help > Call Support, 3) official website Contact/Help page, 4) verified Facebook/LinkedIn/Twitter profile (look for the blue verification tick), 5) SMS or email confirmations from booking (they typically include a helpline).

Calling etiquette, hours, and what to expect on the line

Most logistics customer service centres operate Monday–Saturday; typical hours are 09:00–19:00 local time, with national toll‑free numbers sometimes offering extended support from 08:00–21:00. When you call, expect an IVR (interactive voice response) menu to route you: choose options for tracking, claims, COD/finance, or regional operations. Industry benchmarks show that peak hold times can be 4–12 minutes during peak seasons (November–January and August sale periods), so calling outside peak windows (early morning or late afternoon) reduces wait time.

Have your airway bill/tracking number ready (see tracking format below). The agent will typically verify identity (last name, shipment PIN, or registered mobile number), confirm the current status, and provide next‑step instructions. Standard first‑contact resolution rates in logistics hover around 60–80% for simple tracking queries; complex claims usually require escalation and documented follow‑up.

Escalation path, service level agreements (SLA) and timelines

If the frontline agent cannot resolve your issue, request and note the official complaint/GRN (Grievance Registration Number) or ticket number. A clear escalation matrix usually exists: frontline agent → supervisor → regional operations manager → national complaints desk. Ask the agent for expected SLA timelines; typical SLAs are 24–48 hours for status clarification, 3–7 business days for delivery re‑attempts, and 7–21 business days for loss or damage claims investigation.

For refunds and reimbursements, standard processing times are 7–14 business days after claim approval. Document every interaction: ticket number, agent name/ID, date/time, and promised resolution time. If you do not receive a resolution within the stated SLA, escalate using the next‑level contact and reference the original ticket to avoid reopening the same case.

• Escalation checklist: 1) Record ticket/GRN, 2) Note promised SLA and agent ID, 3) Send follow‑up email to [email protected] with attachments (photos, invoice), 4) If unresolved after SLA, request regional manager contact and/or file a formal complaint with consumer grievance portal (if applicable).

Alternative channels: email, chat, social media and walk‑in hubs

Besides telephone support, most modern logistics firms provide multiple channels: email ([email protected] — illustrative), in‑app chat, and social media direct messages. Use email for document‑heavy requests (proof of value, photos of damaged goods) because it creates a timestamped audit trail. In‑app chat or chatbot can be faster for tracking updates and basic FAQs; these often provide automated tracking replies by entering the AWB number.

If phone and online channels are ineffective, visit a regional service centre or hub. Addresses vary by city; for example, a typical metropolitan hub address format may read: “Warehouse No. B‑12, Turbhe Ind. Estate, Navi Mumbai — 400705” (example). Walk‑in hubs can process urgent releases or handle documentation faster, but confirm hub operating hours beforehand via the official helpline or website.

What to have ready: tracking formats, charges, and sample scripts

Before you call, prepare the airway bill/tracking number (commonly an alphanumeric string of 8–14 characters), your registered mobile number, the shipment date, declared value, and any photos of damage if applicable. Typical charge ranges for domestic courier services: Rs. 50–Rs. 350 depending on weight and distance; COD processing fees often range from 1.5%–3% of COD value with a minimum fee (e.g., Rs. 30–50). Express or same‑day services attract surcharges between 20%–100% above standard tariff.

Sample opening script: “Hello, my name is Rahul Sharma. My AWB is RDX12345678 (example). The shipment was booked on 2025‑08‑24 and shows status ‘Out for Delivery’ since 10:30. I need confirmation of the delivery attempt and any hold reason. My registered mobile is +91‑98XXXXXX99.” Use this exact data model to shorten verification and achieve faster resolution.