The communication channels with Salla vary depending on your relationship with the platform; if you are a buyer from an online store, there is a dedicated path to help you solve your order issues, whereas if you are a merchant, you can access the support team through your store's control panel.
Learn about the appropriate channel for your situation, how to access it, and the official channels you can rely on.
🚀 Determine your status and choose the appropriate communication channel
Most messages that reach the wrong channel come from mixing two completely different statuses:
If you are... | Appropriate communication channel |
| A buyer from a store on Salla | The store first, then the complaints platform on Salla if needed |
| A merchant subscribed to Salla | Help center or direct support from the control panel |
🧩 If you are a buyer from a store on Salla
🎧 The store you purchased from is responsible for your order, its shipment, and return, so always start there.
1. Contact the store directly
Use the communication channels announced on the (Contact Us) page or the chat icon within the store, and mention your order number to facilitate tracking your case.
2. File a complaint if the issue is not resolved
If the store does not respond or the issue is not resolved, enter the (complaints platform on Salla), then click (Submit a new complaint) and attach the order number and proof of payment.
3. Track the complaint status
After submitting the complaint, you can return to the platform and use the (Track Complaint) option to know the latest updates about it.
📝 For the complete path with its steps and regulatory bodies, refer to the article File a complaint about a store on Salla
🧩 If you are a merchant with a store
1. Find the solution in the help center
Start from the (Salla Help Center) to search for a documented solution to your case, as it includes guide articles explaining how to use the platform, its features, and services step by step.
2. Contact the support team directly
If you do not find an answer to your inquiry, you can contact the Salla team through your store's control panel.
The location of accessing support varies depending on your store's package and how you browse the platform, whether from a computer, mobile, or the Salla app. Therefore, look for the support icon.
Your store's data is automatically linked to the support request when submitted from the control panel.
📝 Salla Chat is a tool dedicated to the merchant to communicate with their customers, and it is not a channel to communicate with the Salla team. Confusion between them is common.
🧭 Official approved channels
Channel | For whom | Address |
Complaints platform on Salla | Buyers | |
Salla Help Center | Merchants | |
Email | General | info@salla.sa |
Customer service account on platform X | General | |
Official account on platform X | General |
📝 Numbers and working hours may change. Always rely on what is published on the (official Salla website) at the time of your contact.
🔒 How to protect yourself from unofficial channels?
🔔 Important note: Websites and WhatsApp numbers claiming to be "Salla support" are spreading and are not official at all. To protect against fraud, adhere to the following:
- Do not share the verification code (OTP) with any party, regardless of their claimed status. No official employee requests it.
- Do not share your full bank card details or account password.
- Do not install any application requested by a "support employee" to share your screen or control your device.
- Ensure the link ends with the domain salla.sa or salla.com before entering any data.
💡 Practical example: A message you receive says "Your shipment could not be delivered, update your information via the link" and then asks for your card number and verification code — this is a fraud attempt, not a message from a store or Salla. Ignore it and check your order from your account in the store directly.
❓Frequently asked questions
❓ Does Salla communicate directly with buyers regarding their orders?
No, except in the context of a complaint you submitted through the complaints platform. Any other message requesting payment data in the name of Salla should be treated as a fraud attempt.
❓ I sent a complaint and did not receive a response, what should I do?
Return to the complaints platform and use the (Track Complaint) option with your complaint number to know its current status before sending a new complaint; repeating complaints about the same case delays its processing.
❓ Why can't I find a section for order issues in the help center?
Because the help center is directed towards merchants and operating their stores. The buyer's path starts from the store and then from the complaints platform, which is the path outlined in this section.
🚀 Supportive services
If your experience buying from Salla stores has inspired you to start your own business, thousands of merchants started from the same site you stand on today: a customer who noticed an opportunity in the market and decided to serve it themselves.
For more details... ask, and request support from merchants and the Salla team.
Own a professional store on Salla — create your store now with flexible tools and integrated solutions that help you at every step towards growing your sales and marketing your products.