Complaints & Dispute Resolution Policy

10.1 Submission

Customers should be able to submit a complaint through Help Center > Submit Complaint using order ID, seller, category, description, attachments and preferred contact method.

10.2 Ticketing

The system should issue a unique complaint ticket and display status updates.

10.3 Workflow

Suggested workflow: Submitted > Under Review > Seller Response Required > Resolution Proposed > Resolved > Closed.

10.4 Evidence

ClickShoppy may review order records, seller packing evidence, customer unboxing evidence, tracking, delivery proof, messages, returns and payment records.

10.5 Escalation

Where a complaint cannot be resolved internally, the customer retains any rights to escalate through competent Saudi authorities or other legally available channels.