Swiggy — Complaint not a feedback

This is my 3rd bad experience with Swiggy and that's why I wish to escalate this .
I ordered food for my kids and the item was missing. When i asked them for someone mail id where i can share my complaint they never share any mail i.d . i called the restaurant and they confirmed the food was missing. I have the audio recording. They still need my concent to refund the amount of missing item. . Ideally they should immediately refund if somthing that is missing .
No one can feed the refund amount to kids .
My sincere request is someone question Swiggy what is ge requirement of their platform of they dint give any resolution.
I can't attach all chat sceneshots sharing one of it