Open the FreshPickKat User App, browse products, add items to your basket, choose or add a delivery address, review the total amount, and place the order from checkout. You may need to sign in with your registered phone number before checkout.
Frequently Asked Questions
Quick answers for FreshPickKat grocery ordering, payments, delivery, refunds, account access, notifications, product complaints, app issue reporting, and support.
FreshPickKat primarily supports online payments through Razorpay in INR. Razorpay may offer UPI and other payment methods depending on your device, location, bank, and Razorpay availability.
At checkout, choose Pay Online. If UPI is available, Razorpay may let you pay using supported UPI apps or by entering a UPI ID. After payment, FreshPickKat verifies the transaction before confirming the order.
If payment succeeds but confirmation is delayed, the app may automatically recover and verify the pending payment.
Cash on Delivery may be available only when FreshPickKat shows it during checkout for your delivery location, order value, and account status. If COD is not shown, please use the available online payment option.
Eligible refunds are processed after order review, cancellation, failed payment verification, missing items, or other valid service issues. Refund status may show as initiated, pending, completed, or failed in the app.
Online payment refunds are generally processed through the original payment route, subject to Razorpay, bank, and UPI timelines.
Delivery timelines depend on your location, product availability, order volume, weather, traffic, and delivery partner availability. The app may show live status such as placed, confirmed, packed, out for delivery, delivered, or cancelled.
You can cancel eligible orders from the order details screen while the order is still in an early status such as placed, pending, or confirmed. Orders that are packed, out for delivery, delivered, or already cancelled may not be cancellable from the app.
You can sign in with your registered phone number, manage your profile, update saved delivery addresses, review orders, and sign out from the User App. For account deletion, contact support from the phone number or email linked to your account.
Notifications help FreshPickKat send order confirmations, delivery tracking alerts, refund updates, payment status updates, and important account messages. You can manage notification permission from your device settings.
For order, payment, refund, delivery, account, or privacy support, email support@freshpickkat.com. Include your registered phone number and order ID when available.
Check your internet connection, restart the app, update to the latest version, and try again. If payment or order status looks incorrect, wait a short time because payment recovery and order sync can take a moment. Contact support if the issue continues.
FreshPickKat uses authenticated login, payment verification, controlled server access, and secure third-party payment processing. Never share OTPs, UPI PINs, passwords, or payment credentials with anyone claiming to represent FreshPickKat.
You can file a complaint for any delivered product within 1 day of delivery:
- Go to More → My Orders and tap the delivered order.
- On the product item, tap Report Issue.
- Select an Issue Type: Wrong Product, Damaged Product, Defective Product, Missing Item, Expired Product, or Other.
- Write a description (20–2000 characters) explaining the issue.
- Upload 1–3 images showing the problem.
- Tap Submit. Your complaint is registered with status Pending.
After submission, the admin team reviews your complaint and updates the status.
You can view all your complaints and their current status from the app:
- Go to More → My Complaints to see a list of all complaints.
- Each complaint shows a coloured status badge: Pending (orange), Under Review (blue), Resolved (green), or Rejected (red).
- Tap any complaint to open the Complaint Detail screen, where you can see the product summary, issue description, uploaded images, admin reply (if any), and a visual timeline of status changes.
- You can also tap View Complaint directly from the Order Detail screen for any product that has an existing complaint.
If you encounter a bug, crash, or any issue with the app, please report it:
- Go to More → Help & Support → Report App Issue.
- Select an Issue Type: Login Problem, Payment Issue, App Crash, Notifications Problem, UI Bug, Performance Problem, or Other.
- Enter a Title (3–120 characters) summarising the issue.
- Write a detailed Description (10–2000 characters).
- Optionally attach a screenshot to help explain the problem.
- Your app version, build number, and device info are attached automatically.
- Tap Submit. You will receive a Ticket ID for tracking.
The support team reviews your report and responds via email. You can also reach us directly at support@freshpickkat.com.
Email support@freshpickkat.com with your registered phone number and order ID.