Souqly
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Selling on Souqly: penalty disputes

Sellers can dispute a penalty, and Souqly's seller review team decides. A reversal is credited to the seller wallet in the penalty's currency.

  • Each disputed penalty is decided by Souqly's seller review team, which can uphold it or reverse it in full or in part.
  • A reversal is credited to your seller wallet in the penalty's currency; amounts are never converted between currencies.
  • If the penalty's currency differs from your seller wallet's, the reversal goes to our finance team.

Before you decide

Electronics, Fashion, Fresh & Grocery, Home & Kitchen, Beauty & Care and Sports & Outdoors from independent sellers, delivered in Saudi Arabia and the UAE.

Standard delivery in 2-4 business days, express the next business day, and same-day in metro zones for orders placed before 2:00 PM. If we miss a promised time, we add a wallet credit.

Our Help Centre answers every day from 8:00 AM to 11:00 PM by app chat, WhatsApp or phone, in Arabic and English.

Journal

A good marketplace purchase starts here

Read the seller's listing, dimensions and warranty together: each product shows its own warranty, and many carry none. Keep your order number to hand when you contact support. Separate parcels may move at different speeds.

Keep your return options open

Check the department before opening the packaging. Most items can be returned within 14 days, unused and in the original packaging, and fashion with its tags attached. Electronics go back for a change of mind only unopened and factory-sealed, within 7 days. Fresh and grocery items can't be returned unless they arrive damaged or spoiled.

Changing a delivery plan

Before dispatch you can change the address within the order's country. After dispatch the courier can reroute the parcel to an address you confirm in the same country, with a new delivery slot. Keep building and access directions clear, without sensitive information in a public note.

Where does a refund go?

The payment method decides the route. Card and Apple Pay refunds go back to the original card in 5-7 business days. Wallet refunds are instant. Cash-on-delivery refunds go to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after verification, never to a card.