Last updated: Friday, 21 August 2026.
The right way to contact Salla depends entirely on who you are: a shopper with a problem in an order follows one path, and a merchant who runs a store follows another. Sending your message to the correct channel the first time is the difference between a resolution in days and silence with no reply — and it protects you from the fake numbers and websites that pose as Salla.
📌 Article overview
- First, identify who you are
- If you are a shopper who bought from a Salla store
- If you are a merchant who owns a store
- Official Salla channels
- Watch out for unofficial channels
- Frequently asked questions
First, identify who you are
Most messages that land in the wrong place come from mixing up two completely different roles:
Your role | Your situation | Where to go |
Shopper | You ordered a product from an online store | The store first, then Salla's complaints platform |
Merchant | You have a store subscribed to Salla | The Help Center and support inside your dashboard |
If you are a shopper who bought from a Salla store
🎧 The store you bought from is the party responsible for your order, its shipping, and its return, so always start there.
1. Contact the store through the channels it lists on its (Contact us) page or through its chat icon, and include your order number.
2. If the store does not reply, or the problem is still unresolved, go to (Salla's complaints platform).
3. Click (Submit a new complaint) and attach your order number and proof of payment.
4. Follow up on your complaint later through the (Track a complaint) option on the same platform.
📝 For the full path, step by step, along with the regulatory bodies involved, see the article “Filing a complaint against a store on Salla”.
If you are a merchant who owns a store
1. Start at the (Salla Help Center) and search for a documented answer to your case. Most day-to-day questions are already covered there, step by step.
2. If you need direct help, open a support request from inside your store's dashboard, where your store details are attached to the request automatically.
📝 Salla Chat is a tool for merchants to talk to their own customers. It is not a channel for reaching the Salla team, and the two are often confused.
Official Salla channels
Channel | Who it is for | Address |
Salla complaints platform | Shoppers | complaint.salla.sa |
Salla Help Center | Merchants | help.salla.sa |
Email | Everyone | info@salla.sa |
Customer care account on X | Everyone | @SallaCare |
Official account on X | Everyone | @SallaApp |
📝 Phone numbers and working hours can change. Always rely on what is published on the (official Salla website) at the time you get in touch.
Watch out for unofficial channels
🔔 Important warning: Websites and WhatsApp numbers claiming to be “Salla support” are everywhere, and none of them are official. To protect yourself from fraud, stick to these rules:
- Never share your verification code (OTP) with anyone, whoever they claim to be. No official employee will ever ask for it.
- Never share your full bank card details or your account password.
- Never install an app that a “support agent” asks you to install to share your screen or control your device.
- Check that the link ends with the domain salla.sa or salla.com before you enter any details.
💡 Example: A message arrives saying “your shipment could not be delivered, update your details through this link”, then asks for your card number and verification code. That is a fraud attempt, not a message from a store or from Salla. Ignore it and check your order from your account in the store itself.
Frequently asked questions
❓ Does Salla contact shoppers directly about their orders?
No, except in the context of a complaint you filed yourself through the complaints platform. Treat any other message asking for payment details in Salla's name as a fraud attempt.
❓ I sent a complaint and got no reply. What should I do?
Go back to the complaints platform and use the (Track a complaint) option with your complaint number to check its current status before you file a new one. Filing repeat complaints about the same case only delays it.
❓ Why is there no section for order problems in the Help Center?
Because the Help Center is written for merchants and the running of their stores. The shopper path starts with the store and then the complaints platform, exactly as described in this article.
🚀 Supporting services
If buying from Salla stores has inspired you to start a business of your own, remember that thousands of merchants began exactly where you are standing today: a customer who spotted a gap in the market and decided to serve it themselves.
For more details, ask and request support from fellow merchants and the Salla Team.
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