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Customer service

1. Introduction

This policy aims to regulate the mechanism for receiving complaints, inquiries, and support requests submitted by customers of the Tote platform, which is owned and operated by Makein Company. This ensures that requests are processed in a professional, fair, and organized manner, raising the quality of service, enhancing the customer experience, and addressing operational, financial, and technical feedback associated with using the platform.

The customer’s use of the platform, or their submission of a complaint or support request through the approved channels, constitutes an agreement to this policy and any updates made to it.

2. Scope of Application

This policy applies to all complaints, support requests, and inquiries submitted by customers regarding the use of the Tote application or any associated services, orders, or operations, including but not limited to:

  • Account creation or login issues.

  • Order, delivery, or pickup issues.

  • Complaints related to products or services provided through the stores.

  • Objections to payments or refunds.

  • Reports concerning technical glitches or system errors.

  • Feedback regarding the behavior of a store or a service provider.

  • General inquiries related to the use of the platform, policies, or procedures.

3. Definitions

For the purposes of this policy, the following terms shall have the meanings assigned to them below:

  • The Platform / The Application: Tote platform.

  • The Company: Makein Company.

  • The Customer: The user who benefits from the platform's services or submits a complaint or support request.

  • The Merchant / The Store: The entity registered on the platform to display and sell products or services.

  • The Complaint: An objection or grievance submitted by the customer regarding a usage experience, order, transaction, or service.

  • The Support Request: A request for assistance, an inquiry, or the resolution of an operational, technical, or financial issue.

  • The Dispute: A state of disagreement that requires reviewing facts, data, and evidence before a decision is rendered.

  • Approved Channels: The official means designated by the platform to receive complaints and support requests.

  • Processing Time: The estimated duration required to review a request, respond to it, or take action regarding it.

4. Channels for Receiving Complaints and Support

The platform receives complaints and support requests through its official approved channels, which may include:

  • The Help Center or support section within the application.

  • Live chat or customer service.

  • The official email address.

  • The customer service number or other official means approved by the Company.

The platform is under no obligation to consider requests or complaints received through unofficial or undocumented channels.

5. Data Required to Submit a Complaint or Support Request

To enable the platform to study the complaint or request effectively, the customer may be asked to provide certain data or information, such as:

  • Name or account details.

  • The mobile number or email address associated with the account.

  • Order number (if applicable).

  • A clear description of the issue.

  • The time or date the issue occurred.

  • Images, screenshots, or supporting documents when required.

  • Any additional information that helps verify or resolve the incident.

The customer undertakes to provide information that is as true, accurate, and complete as possible.

6. Classification of Complaints and Support Requests

The platform may classify complaints and support requests according to their nature, including:

  • Operational Complaints: Such as delays, shortages, non-receipt, or poor execution.

  • Technical Complaints: Such as glitches, system errors, or electronic payment issues.

  • Financial Complaints: Such as refunds, discounts, duplicate transactions, or incorrect charges.

  • Behavioral Complaints: Such as unprofessional conduct or inappropriate behavior by any party related to the service.

  • General Inquiries: Such as questions regarding the use of the platform, terms of service, or policies.

This classification aims to direct the request to the competent department and process it according to its priority and nature.

7. Processing Mechanism

The platform processes complaints and support requests in accordance with the following general procedures:

  • Receiving the request through the approved channel.

  • Logging the request and performing an initial review.

  • Verifying the data and attachments.

  • Coordinating with relevant parties when necessary, such as the store, delivery provider, or payment provider.

  • Taking the appropriate action or providing the customer with a response, solution, or clarification.

  • Closing the request after resolution, or when it cannot be completed due to a failure to provide the necessary data or a lack of basis for the complaint.

8. Estimated Timeline for Response and Processing

The platform commits to exercising reasonable care to respond to complaints and support requests within appropriate timeframes based on the type and nature of the request. However, processing times may vary due to several factors, including:

  • The type of complaint or request.

  • The completeness of the provided data.

  • The need to verify details with the store, delivery provider, or payment provider.

  • The complexity of the case or the existence of a dispute between parties.

  • The volume of requests received during the same period.

The platform may provide the customer with an initial response acknowledging receipt of the complaint, and then follow up on processing until the review is fully completed.

9. Coordination with Stores and Relevant Entities

If the complaint is related to a specific store, order, or third-party service, the platform may share the minimum necessary data and information with the relevant party for verification and resolution purposes, in accordance with applicable laws and approved policies.

The platform may also request statements or documents from the store, service provider, payment provider, or delivery provider to rule on the complaint.

10. Complaints Related to Refunds or Financial Disputes

If the complaint is related to a financial amount, refund, discount, or payment transaction, it shall also be subject to the Cancellation and Refund Policy approved by the platform. The platform may review transaction records with the payment provider, bank, or store as required by the circumstances.

Submitting a complaint does not, in itself, signify an automatic entitlement to a refund unless verified and proven in accordance with the approved reviews and controls.

11. Customer Obligations When Using Support Channels

When submitting a complaint or support request, the customer undertakes to:

  • Use the official approved channels.

  • Provide true and non-misleading information.

  • Cooperate with the support team and provide them with the requested data.

  • Maintain a professional and respectful style of communication.

  • Refrain from misusing support channels or submitting malicious or unjustifiably repetitive reports.

  • Refrain from directing insults, threats, or inappropriate language toward any support staff, platform representatives, or relevant parties.

The platform reserves the right to take appropriate measures if misuse of the support channels is proven.

12. Cases Where a Complaint May Be Closed or Rejected

The platform may close a complaint or decline to pursue it in the following cases:

  • Insufficient information to verify the complaint.

  • The customer's failure to respond to requests for completion within a reasonable period.

  • Proof that the complaint is duplicate and has been previously resolved.

  • Proof that the claim is untrue or based on misleading information.

  • The customer's violation of communication etiquette or misuse of support channels.

  • The subject of the complaint falling outside the scope of the platform's services or jurisdiction.

This does not prejudice the customer's right to utilize the competent statutory channels whenever there is a legal justification.

13. Improvement and Quality

The platform reserves the right to use complaints and support requests data for the purposes of:

  • Improving service quality.

  • Developing the user experience.

  • Addressing operational or technical deficiencies.

  • Training workflows and teams.

  • Enhancing compliance and internal audit controls.

This is conducted in accordance with approved regulations and policies, and in a manner consistent with the applicable Privacy Policy.

14. Confidentiality and Data Protection

The platform treats complaints and support requests data with appropriate professional confidentiality, and processes it within the limits necessary for responding, resolving, and verifying, in accordance with the Privacy Policy and relevant regulations.

15. Limitation of the Platform's Liability

The platform exerts reasonable care in receiving, reviewing, and processing complaints and support requests; however, it does not guarantee that all complaints will result in the outcome desired by the customer, particularly if the resolution is linked to disputed facts, a third party, or incomplete or incorrect information.

Furthermore, the platform bears no responsibility for any delay beyond its control resulting from the non-responsiveness of relevant parties, technical glitches, or operational or regulatory circumstances that affect processing times.

16. Escalation

If the customer is not satisfied with the outcome of the complaint processing, they may request its escalation through the approved channels within the platform, provided that the additional review shall be subject to the available data, evidence, and records associated with the case.

This does not prejudice the customer's right to resort to the competent authorities in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia.

17. Amendments to the Policy

The Company reserves the right to amend this policy at any time, and any amendment shall be effective from the date it is published via the application or through approved means. The customer’s continued use of the platform or utilization of its services after updates are published constitutes an approval of them within the limits permitted by regulations.

18. Governing Law

This policy shall be governed by and construed in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia.