Swiggy — Not paying weekly incentive

I am a swiggy rider in Faridabad, as per swiggy riders should have rating of 4.69 or above to get weekly incentive of 1000/- and 200/- petrol incentive on it . My rating till sunday was full 5.00, i delivered 15 orders on Sunday (28th Nov 21) none of the orders were delayed. Still my rating was reduced to 4.64, when i filled rhe de help form, my manager contacted me and said 1 customer has given me 1 star rating, it was a 10kms order which i delivered on time without any issues. I dont know why customer reduced my rating and due to this i had to face a loss of 1200/-, its not just me every rider is sick of this, we're working 7 days, 10-12hrs every week and are still not getting paid fairly, also the managers are very rude to their own riders.
The thing is if a customer makes extra request like getting alcohol or ciggrates, which is clearly not permitted, still riders can't refuse because we know if we refused, they would drop our rating and that would be a lot if 1200 per week for the rider.