Complaints and Disputes

1. Channels

• The support centre in your account: every complaint is a ticket with a reference number quoted in all correspondence about it.
• The public support page: for anyone without an account or unable to sign in; the reply goes to the e-mail address given there.
• A return request from the order page: for a damaged item, one that does not match its description, or any return within its period (see Buyer Protection).
• No party is ever asked to communicate or pay outside the Platform; report any such request through the support centre.

2. First response

• General complaints and order escalations: the Platform team aims to send a first response within four hours of the ticket being opened.
• Payment disputes: the Platform team aims to send a first response within one hour of the ticket being opened.
• These times run from when the ticket is opened, and the Platform team follows up every ticket whose response is late.

3. Deciding a complaint

• Every complaint is decided in a written decision stating its reason, delivered in the ticket itself and by e-mail.
• Anyone who disagrees with the decision may ask for it to be reviewed with whatever supports the request: as long as the ticket is not closed, the reply goes in that ticket; otherwise a new ticket is opened that states the subject and date of the previous one.
• A complaint about an item, a return or a refund is also governed by the Returns & Shipping Policy and the Buyer Protection page.

4. If a complaint is not resolved on the Platform

Anyone whose complaint is not resolved on the Platform may take it to the Consumer Protection Directorate at the Ministry of Industry, Trade and Supply under Jordan's Consumer Protection Law, or go to court under section 15 of the Terms of Use.