Receiving and handling complaints

This document is required by Article (15/7) and Article (11/1/h), and refers to the right given to you by Article (19) of Decree-Law No. (21) of 2025 on Electronic Commerce (قرار بقانون رقم (21) لسنة 2025م بشأن التجارة الإلكترونية).

How to make a complaint

• Email: support@shoabalak.com
• Phone and WhatsApp: +970 56 970 3134
• Address: فلسطين

You can also complain from inside the app, through the order page or the support page.

What we need from you

To speed things up, please give:

• The order number (shown in the order details and on the invoice).
• A clear description of the problem, with the date and time.
• Photographs, where the complaint concerns a missing, damaged or wrong product.
• The outcome you are asking for: a return, an exchange, a refund, or a repair.

The times we hold ourselves to

• Acknowledging the complaint — within 24 hours.
• An initial reply with a decision, or with what we need from you — within 48 hours.
• Handling straightforward complaints — within 3 working days.
• Complaints needing an inspection or a third-party review — up to 10 working days, keeping you informed of progress.
• Refunds once a return is approved (where payment was made in advance) — two weeks at most, Article (14/2).

If we exceed these times without telling you, that is a failure on our part and you are entitled to escalate.

How we handle it

1. Logging: the complaint is logged with a number you can refer back to.
2. Examination: we review the order record, its timings and the photographs, and hear from the business or the driver where necessary.
3. Decision: we tell you the decision and the reason for it. If the complaint is rejected, we say why, explicitly — we do not let it go quiet.
4. Action and follow-up: we carry out the remedy and confirm it has reached you before closing the complaint.

Reopening a complaint

If the decision does not satisfy you, you may ask for it to be reviewed within 7 days of being told, and the complaint is reviewed at a higher supervisory level.

Escalating outside the platform

This policy does not take away your right to go to the official authorities, and does not require you to exhaust our procedures first.

• Ministry of National Economy: under Article (19) of the Electronic Commerce Decree-Law, the Ministry has designated channels for receiving complaints relating to the application of its provisions. Violations by an electronic supplier are recorded in the e-commerce register under Article (20).
• Consumer protection: under the Consumer Protection Law No. (21) of 2005.
• The courts: the competent Palestinian courts.

Complaints from businesses and drivers

Businesses and drivers contracted with us have the same channels, in addition to the channels provided for them inside their own apps and portal.