Customer Complaints & Escalation Policy
Version 2.0 — Last updated 18 August 2026. Mandatory Saudi law and any non-waivable customer rights prevail over conflicting contractual language.
This policy provides a clear customer-service path for enterprise orders, digital delivery, invoices, refunds and technical services.
Customer-care channel
The customer-care contact published by SBCMI Store is the primary written channel for order, invoice, delivery, refund and service complaints.
What to include
Include the order or invoice number, legal name of the purchasing entity, contact person, concise description of the issue, requested outcome and any relevant technical or payment evidence. Do not send full card numbers, CVV values or unnecessary sensitive personal data.
Acknowledgement and review targets
SBCMI targets acknowledgement of a complete complaint within one business day and a substantive response or status update within five business days. Complex payment, tax, technical or cross-border matters may require more time; the customer should receive a status update when additional investigation is necessary.
Escalation
If the initial response does not resolve the issue, the customer may request internal escalation. Refund, privacy, security and tax matters are routed to the responsible function. Mandatory rights to use government complaint or regulatory channels remain unaffected.
Complaint records
Complaint correspondence, decisions, evidence and resolution status may be retained as part of the transaction and compliance record for the applicable retention period.