Complaints & Suggestions
Complaints & Suggestions
Contact Channels
At MercaNow, we highly value your feedback and are committed to continuously improving your shopping experience. You may submit your complaints or suggestions through any of the following channels:
- Mobile (WhatsApp / Call): +966554980293
- Live Chat: Available on the store during business hours.
Submit a Complaint or Suggestion
We are always happy to hear from you. Please use any of the communication channels listed above to share your feedback, suggestions, or concerns.
Types of Complaints and Suggestions
We welcome all complaints and suggestions related to our products and services, including but not limited to:
- Order and shipping issues.
- Payment or invoicing concerns.
- Product quality feedback.
- Suggestions for improving the shopping experience or adding new products.
- General inquiries.
Information Required
To help us process your complaint or suggestion quickly and efficiently, please provide the following information:
- Full name.
- Order number (if applicable).
- Mobile number or email address.
- A detailed description of the complaint or suggestion.
- Supporting photos or documents (if available).
- Order date (if applicable).
- Your preferred method of communication.
Response and Resolution Time
We are committed to responding to all complaints within 48 hours of receipt.
Depending on the nature and complexity of the complaint, the resolution process may require additional time. We will keep you informed of any updates throughout the process.
Tracking Number and Acknowledgment
After submitting your complaint or suggestion, you will receive a unique reference number (for example: C-1024) via WhatsApp or email.
You may use this reference number to inquire about the status of your complaint at any time.
Complaint Handling Process
To ensure transparency and quality, every complaint follows the process below:
- Complaint Registration – Your complaint is recorded upon receipt, and a tracking reference number is issued.
- Initial Review – Our team reviews the complaint to understand the issue.
- Additional Information – If necessary, we may contact you to request further clarification or supporting information.
- Resolution Proposal – Based on our review, we will provide the appropriate solution or explain the actions taken.
- Case Closure – The complaint is closed once it has been resolved and customer satisfaction has been confirmed.
Escalation Process
If you are not satisfied with the proposed resolution, you may request that your complaint be reviewed again.
Your complaint will be escalated to a higher-level representative for further assessment and appropriate action.
If the matter remains unresolved after the review, you have the right to escalate your complaint to the relevant government authority, such as the Ministry of Commerce of the Kingdom of Saudi Arabia, by calling the unified consumer hotline 1900.
Confidentiality and Privacy
We are committed to maintaining the confidentiality of all information provided in your complaints and suggestions.
Your personal information will be used solely for the purpose of handling your complaint or suggestion and in accordance with our Privacy Policy and the requirements of the Saudi Personal Data Protection Law (PDPL).
Business Hours and Response Time
Our Customer Service team is available to assist you during official business hours.
We strive to respond as quickly as possible, even outside business hours; however, response times may occasionally be longer.
Industry Compliance
As a general e-commerce store, MercaNow is committed to providing a smooth, transparent, and customer-focused shopping experience across a wide range of products.
This page has been designed to ensure that customers can easily submit complaints and suggestions, receive timely support, and obtain effective resolutions, reflecting our commitment to transparency, simplicity, and customer satisfaction.