BENGALURU: A troubling incident involving a Bengaluru resident has turned the spotlight back on India’s burgeoning quick-commerce sector. Ankit Diwan ordered a 5-gram gold coin, but upon delivery, he found only a single one-rupee coin inside the sealed package. This mishap has fueled discussions around supply-chain vulnerabilities, the pressures on delivery personnel, and the delicate trust consumers place in instant online shopping.
The Convenience That Comes With New Risks
The rise of quick-commerce platforms in India has dramatically transformed urban shopping habits, enabling customers to get everything from groceries to electronics—and even jewelry—delivered in minutes. This speed and convenience attract millions, creating an appealing shopping experience. However, as Ankit Diwan learned with his order from Swiggy Instamart, that same speed can also expose significant vulnerabilities within the system.
Hoping to sidestep the holiday rush at traditional jewelry stores, Diwan opted for doorstep delivery. The courier arrived promptly, and the package looked intact and sealed. However, the ordinary appearance of the transaction took a shocking turn when Diwan opened the box, revealing not a gold coin but merely an old one-rupee coin.
This moment, captured by Diwan himself, quickly spread on social media, sparking renewed warnings about high-value purchases online and the imperative for “open-box delivery” practices. Consumers are now left reconsidering their level of trust in online shopping platforms.
A Viral Video and a Customer’s Caution
Luckily for Diwan, he had the foresight to check the contents of the package before sharing a one-time password (OTP) for the transaction. In his video, both he and the delivery partner are visibly stunned as the contents are revealed. Sharing the clip online, Diwan cautioned other consumers:
“Please be careful. Never give an OTP without checking the package.”
The advice resonated with many users who began sharing similar experiences involving electronics, cosmetics, and other premium items delivered through quick-commerce platforms. The incident highlights not just a singular failure but a broader trend of similar issues occurring with high-value online transactions.
In response to the complaint, Swiggy issued a refund and indicated that they would conduct an investigation into the incident. Diwan later expressed hope that the company would also address the situation sensitively for the delivery partner, who appeared distressed during the whole affair.
When Delivery Partners Bear the Pressure
Diwan’s subsequent reflections inspired deeper discussions about the hidden pressures faced by gig workers. These delivery partners work for daily wages and are usually incentivized to meet rapid delivery expectations. Unfortunately, they often find themselves at the receiving end of customer frustration, even when they have no control over packaging or order fulfillment processes.
“He was almost in tears,” Diwan recounted, pointing out that many delivery agents fear potential penalties or even job termination for discrepancies that may have occurred outside their influence. Industry experts have noted that the expanding quick-commerce landscape increases stress on these last-mile workers, where one mistake can significantly impact their earnings.
This incident sheds light on the premature blame often directed toward frontline workers, even before a thorough investigation into whether tampering occurred during transit, at warehouses, or through fraudulent return cycles.
A Moment of Satire, and a Deeper Commentary
As Diwan’s video gained traction, he added a joking caption to his post:
“Don’t trust everything on the internet, sir… it’s the age of AI.”
This tongue-in-cheek remark touches on a larger issue: the growing skepticism toward digital systems that facilitate an array of essential services, from banking to grocery shopping.
In recent years, online fraud linked to delivery scams, fake refunds, swapped packages, and the misuse of OTPs has surged across India. Consumer advocacy groups and regulators have urgently called for the implementation of more robust verification protocols, particularly regarding high-value items like gold and luxury products that are now available for instant delivery through various platforms.
