Complaints & disputes
Case load, resolution performance and SLA-breached escalations. Sample data — pending backend wiring.
Open complaints
128
-14 vs last month
Open disputes
37
+4 this week
Resolved (30d)
203
Escalated
4
Past SLA — listed below
Complaint categories
Open cases by category.
Delivery issues64
Refund delays38
Seller fraud21
Account issues17
Resolution tracking
How quickly cases are being closed.
Average resolution time
4.6 days
-0.8 days vs last month
Oldest unresolved dispute
19 days
D-2214 · SAR 380,000
First response time
6.2 hours
Reopened cases (30d)
7
Regulatory escalations — cases past SLA
| Case | Type | Subject | Amount | Age vs SLA | Assigned to |
|---|---|---|---|---|---|
| D-2214 | Dispute | Undelivered construction materials | SAR 380,000.00 | 19d / 15d SLA | Disputes team A |
| C-5182 | Complaint | Refund not received after cancellation | SAR 12,400.00 | 12d / 10d SLA | Customer care |
| D-2189 | Dispute | Goods delivered damaged, partial refund contested | SAR 47,800.00 | 17d / 15d SLA | Disputes team B |
| C-5150 | Complaint | Account blocked during KYC re-verification | — | 11d / 10d SLA | Compliance ops |