Last updated: Friday, 21 August 2026.
When a store stops responding or your problem goes unresolved, you have a clear, step-by-step escalation path that ends with a government regulator. Knowing the right order of these steps saves you weeks of chasing the wrong channel, and it improves your chances of getting your money back, because each step documents the one before it.
๐ Article overview:
- Before you file a complaint: gather this information
- Step 1: contact the store
- Step 2: file a complaint through the Salla complaints platform
- Step 3: rate the store on Maroof
- Step 4: report the store to the Ministry of Commerce
- Frequently asked questions
๐ Important notice: Stores on Salla are fully independent businesses, and each one is entirely responsible for fulfilling orders, product quality, shipping, and customer service. That is why every problem starts with the store itself, and only escalates further if the store does not resolve it.
Before you file a complaint: gather this information
Have these ready before you start. Complete information noticeably shortens how long your complaint takes to resolve:
- The order number, the store name, and the store link.
- The order date, the amount, and the payment method you used.
- Proof of payment: a copy of the receipt or your bank statement.
- Photos of the problem, if it is with the product or the packaging.
- Screenshots of your earlier conversations with the store, with their dates.
๐ Record every attempt you make to contact the store, along with the date. This record is what later proves you tried to settle things directly before escalating.
Step 1: contact the store
1. Open the store page and look for its contact channels: the (Contact us) page, the chat icon, or the WhatsApp number it lists.
2. Give your order number in the first message, then explain the problem in short, specific sentences.
3. Ask for a clear outcome: fulfill the order, replace it, or refund the amount.
4. Give the store a reasonable amount of time to reply, then move to the next step if the problem is still unresolved.
โ Most cases end right here, because the store is the only party that can change an order or issue a refund directly.
Step 2: file a complaint through the Salla complaints platform
If the store does not respond, or the problem is still unresolved, your case moves to the Salla compliance team, which reviews the complaint, coordinates with the store, and points you to the right next step.
1. Go to the (Salla complaints platform).
2. Click (Submit a new complaint).
3. Fill in the complaint details and attach the documents you gathered.
4. Keep the complaint number shown to you after you submit.
5. To check on your complaint later, return to the same platform and click (Track a complaint).
๐ This platform is for shoppers who bought from stores on Salla. Merchants who own a store use different channels; see the article "Contacting Salla: the official channels".
Step 3: rate the store on Maroof
(Maroof) is a Ministry of Commerce platform for verifying and rating online stores. Your rating there is visible to every shopper who looks up the store afterwards.
1. Go to Maroof and search for the store name or its link.
2. Add your rating, based on your actual experience.
๐ Important notice: Maroof is a verification and rating platform, not a channel for filing official reports. Use it to check on stores and rate them, and file the official report through the channel described in the next step.
Step 4: report the store to the Ministry of Commerce
If the violation continues, you have the right to report the store to the Ministry of Commerce as the regulating authority.
1. Download the Commercial Report (ุจูุงุบ ุชุฌุงุฑู) app, issued by the Ministry of Commerce, and file your report through it.
2. Or call the Ministry of Commerce unified number 1900.
๐ Important notice: The Ministry of Commerce has warned that commercial reports are filed only through the Commercial Report (ุจูุงุบ ุชุฌุงุฑู) app or the number (1900), and that no website is authorized to do this. Avoid any site or middleman offering to file the report on your behalf for a fee.
Frequently asked questions
โ Can Salla refund my money directly?
No. Payments are collected for the store's account, and the store is the party that issues the refund. The role of the Salla compliance team is to review the complaint, coordinate with the store, and guide you to the right next step.
โ What is the difference between a complaint to Salla and a report to the Ministry of Commerce?
A complaint to Salla is an internal process aimed at solving your problem with the store and checking that the store follows platform policies. A report to the Ministry of Commerce is a formal legal process before the regulator, and it can lead to legal action against the store.
โ The store has closed or disappeared entirely. What do I do?
File a complaint through the Salla complaints platform and attach your proof of payment, then report the store to the Ministry of Commerce through the Commercial Report (ุจูุงุบ ุชุฌุงุฑู) app. If you paid by bank card, also contact your issuing bank to ask about disputing the transaction.
โ I paid by direct bank transfer and never received the product. Is my situation different?
Yes. A direct bank transfer made outside the store's payment gateways leaves you with fewer protections. Keep the transfer receipt, and file the complaint and the report using the steps above. To avoid this happening again, always complete your payments through the store's official checkout page.
โ How long does a complaint take to process?
It depends on the type of complaint, how complete the documents are, and how quickly the store responds. Attach every document from the start, and follow the status through the (Track a complaint) option on the platform.
๐ Supporting services
If buying from stores on Salla has inspired you to start a business of your own, remember that thousands of merchants began exactly where you are standing today: as a customer who spotted a gap in the market and decided to serve it.
For more details, ask and request support from fellow merchants and the Salla Team.
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