Complaints and Suggestions
At Mutqin (ksa-Mutqin), we are committed to providing the best services. Believing in the importance of your communication, we offer multiple channels for submitting complaints and suggestions. This dedicated page is for your feedback. We believe your comments are the foundation of our continuous improvement, and we strive to ensure an excellent experience for you every time.
Contact Channels for Mutqin Electronic Services
At Mutqin (ksa-Mutqin), we are committed to providing the best services.
To submit complaints and suggestions:
**Email:**
You can send your inquiries,complaints,or suggestions via the dedicated email address: [email protected]
Mobile & WhatsApp:
For direct communication and urgent inquiries, you can contact us via WhatsApp at: +966569691902
Contact Form:
To submit a complaint or suggestion in an organized manner, please fill out the form on this page. Live Chat:
If available, contact us directly via the live chat icon during official working hours for immediate support.
Submit a complaint / Send a suggestion / Contact us
https://mutqinksa.zid.store
Types of Accepted Complaints and Suggestions
At "ksa-Mutqin," we welcome all types of complaints and suggestions related to our services to ensure continuous improvement. This includes:
**Order Service Complaints:** Any feedback related to the service request process, such as difficulty in execution or delays in initial response.
**Payment Complaints:** Issues related to payment processes, such as difficulties in completing payments or obtaining refunds.
**Service Quality or Final Output Complaints:** Delays in execution, the final output not meeting the agreed-upon service requirements, or any shortcomings in the quality of service provided.
**Modification Requests That May Become Complaints:** If there is a disagreement regarding the scope of work or dissatisfaction with the final product that necessitates a request for additional modifications beyond what was agreed upon in the original service, this will be handled according to our modification policy and may be recorded as a quality complaint if it stems from a deficiency on our part.
**Store Experience Complaints:** Comments regarding the ease of use of the store, the clarity of information, or any other aspects related to your overall experience.
**Development Suggestions:** Your ideas and suggestions for improving our services, adding new services, or enhancing the user experience.
**General Inquiries:** Any questions or inquiries that fall under the above categories. Information Required to Submit a Complaint or Suggestion
To ensure a quick and efficient handling of your complaint or suggestion, please provide us with the following information as much as possible:
**Full Name:** To facilitate communication with you.
**Order Number:** This is crucial for identifying the service in question and expediting the review process.
**Mobile Number or Email Address:** So that our teams can contact you regarding your complaint or suggestion. **Preferred Communication Method:** For example: WhatsApp, email, phone call
**Request Date:** Date the service was provided or completed.
**Problem/Suggestion Description:** A detailed and clear explanation of the problem you are experiencing or the suggestion you wish to make. For services, please specify whether it is a quality complaint, a delay, or a violation of scope of work.
**Supporting Images or Documents:** Optional
Any documents, screenshots, or files that may help clarify the problem
Response and Complaint Processing Time
At ksa-Mutqin, we are committed to responding to your complaints and suggestions as quickly and effectively as possible.
**Initial Response Time:** You will be contacted within **24 hours** of receiving your complaint to confirm receipt and provide you with a tracking number.
**Processing Time:** Complaints are carefully analyzed, and the processing time may depend on the nature and scope of the issue. We will ensure you are informed of any necessary updates during this period. Complaint Tracking Number: Upon receiving your complaint and receiving an initial response within 24 hours, you will be provided with a unique tracking number (e.g., -1024C) via email or WhatsApp, depending on your preferred communication method. You can use this number to inquire about the status of your complaint at any time.
Complaint Handling Steps
At ksa-Mutqin, we follow a clear methodology for handling complaints to ensure transparency and efficiency:
1. **Receipt and Confirmation:** Upon receiving your complaint, you will receive a confirmation of receipt and a tracking number within 24 hours.
2. **Review and Analysis:** Our specialized team will review the complaint and analyze all submitted data and documents.
3. **Requesting Additional Information:** We may contact you to request further details or documents if necessary to fully understand the issue.
4. **Proposing a Solution:** Based on the review, we will propose suitable solutions in accordance with store policies and professional standards. 5. **Processing and Implementation:** After agreeing on a solution, the necessary procedures will be taken to address the complaint.
6. **Closure:**Based on your approval of the solution and its implementation, the complaint will be closed.
Escalation and Re-review Mechanism
At ksa-Mutqin, we always strive for your satisfaction. If you are not satisfied with the solution provided for your complaint, you can request a re-review.
The complaint will then be escalated to a higher administrative level for review and a final decision.
If you are still not satisfied with the solutions provided even after a re-review, you, as Saudi consumers, have the right to escalate and file your complaint with the relevant government authorities, such as the Ministry of Commerce, through the Complaints Center.
Unified Number: 1900.
Confidentiality and Protection of Personal Data
At ksa-Mutqin, we assure you of our full commitment to the confidentiality of your data and the privacy of your complaint. All information you provide will be treated with strict confidentiality and used only for the purpose of processing your complaint or suggestion. We are committed to complying with the provisions of the Personal Data Protection Law (PDPL) in the Kingdom of Saudi Arabia to ensure the security of your information and your rights.
Working Hours and Response Time
Our customer service team is available to support you during official working hours, Sunday through Thursday, from 9:00 AM to 5:00 PM.We promise a prompt response within these hours to ensure the best possible service.
Service Industry Notes
At ksa-Mutqin, we understand that the nature of our services may require additional clarification when handling complaints.
The Difference Between a Quality Complaint and a New Modification Request:
**Quality Complaint:** This relates to the final product of the service not conforming to the previously agreed-upon standards or to deficiencies in our execution process. Examples include unjustified delays in service delivery or a lack of required information within the service.
**New Modification Request:** This pertains to additions or changes to the previously agreed-upon service, requested by the client after the service has commenced or been completed, and which fall outside the scope of the original work. This may incur additional fees or be agreed upon as a new service. Example: Request to add a service not included in the original package, or a substantial change in service requirements after starting it. We will carefully classify your request to ensure it is handled correctly according to its nature.