Online Store Complaints and Verification: Egypt and KSA

If you have a complaint against an online store in Egypt, start with the store itself; if that fails, file a complaint with the Consumer Protection Agency on the 19588 hotline, on WhatsApp at 01577779999, or online through its website. In Saudi Arabia, complaints go through the Ministry of Commerce's "Balagh Tejari" (commercial report) app or the 1900 call centre, and before buying you can check whether a store is verified through the Business Platform's inquiry service.

The short version: before you buy, check the store: real contact details, a written returns policy and, in Saudi Arabia, an authentication number you can verify. If something goes wrong, keep the invoice and screenshots of your chats, try to settle it amicably, then complain to the official body in your country. If you are a merchant, that same clarity is what lets customers buy from you without worry.

This article is for both sides: the shopper who wants to know how to file a complaint, and the merchant who wants to understand verification and complaints to build a trustworthy store. Every official detail here comes from the authority's own website, linked, and rules change, so check the source before acting.

How to check an online store before you buy

Before paying a new store, these signs separate a real store from a fake one:

Sign	Probably trustworthy	Warning sign
Contact details	A working number and clear business details	WhatsApp only, and nobody answers after payment
Returns policy	Written, with a time limit and conditions	Missing, or vague wording
Payment	Cash on delivery or a known payment gateway	A request to transfer to a personal account before shipping
Prices	Close to the market	Unrealistically cheap
Authentication (Saudi Arabia)	An authentication number you can verify	No number, or one that does not appear in the inquiry

The Saudi Ministry of Commerce itself warns shoppers against transferring money to personal bank accounts to prevent fraud, as stated in its announcement on reports against verified stores. It is a useful rule in any country.

Checking a verified online store in Saudi Arabia

The verified online store inquiry service is available on the Business Platform run by the Saudi Business Center. According to the service guide published on the Ministry of Commerce website, you can search by any one of: the authentication number, the establishment's unified national number, the commercial register number, the freelance document number, or the store name. The result shows the authentication status and the store's details.

Spotting a fake online store

A "fake store" can mean two very different things. One is a test store a merchant builds on a platform before launch; that is normal and sells to no one. The other is a scam store set up to take money without shipping. Its signs: impossible prices, pressure to pay quickly, transfers to a personal account, and no way to reach anyone after payment. If in doubt, do not pay upfront, and choose cash on delivery where it is offered.

Filing a complaint against an online store in Egypt

Egypt's Consumer Protection Agency advises first trying to settle the complaint amicably with the seller, then going to the nearest consumer protection association, or complaining to the agency directly. These are the official channels listed on its website:

1. The 19588 hotline from any landline.
2. WhatsApp on 01577779999.
3. An online complaint through the agency's website.
4. The mobile app on Android and iPhone.
5. Fax on 0233055753.
6. In person at the agency's offices: 96 Ahmed Orabi Street, Mohandessin, or 115B Smart Village.

The agency asks you to attach a copy of the purchase invoice, or to send the invoice and product or service documents by WhatsApp to 01281661882 with your details or complaint number written on them. It states that complaints are only accepted through these channels.

Prepare before you complain: the invoice or order confirmation, the order number, photos of the product, screenshots of your chats with the store, and the date of each step. The agency's website lists Consumer Protection Law No. 181 of 2018 among the legislation it works under.

Complaining about an online store in Saudi Arabia: Balagh Tejari and 1900

The Ministry of Commerce announced that the Balagh Tejari app and the 1900 call centre handle e-commerce reports against stores verified on the Business Platform. The commercial report service page on the ministry's website lists the steps:

1. Download the Balagh Tejari app and log in through the National Single Sign-On (Nafath).
2. Choose a new report and select its type: online store or physical shop.
3. For an online store, state whether it is verified on the Saudi Business Center platform or has a commercial register.
4. Select the violation type, enter the business details, describe the issue and name the product.
5. Attach the required documents for that report type, confirm, and submit.

The service page states a processing time of seven working days, in Arabic and English.

A store "not registered on Maroof"?

Many people still search for how to complain about a store not registered on Maroof. According to the Ministry of Commerce, authentication moved from the Maroof platform to the Business Platform, which is now the only approved platform for e-commerce authentication. Inquiry and authentication happen there today.

Store verification: what merchants need to know

In Saudi Arabia

According to the Ministry of Commerce, e-store authentication is done online through the Business Platform (business.sa). The conditions are a valid commercial register or a valid freelance document, plus a commercial bank account linked to the online store, not an account in a person's name. So if you are asking whether you can open an online store with a freelance document: the ministry accepts a valid freelance document as a basis for authentication, and you should check the activities your document covers on the freelance platform. Authentication itself requires one of the two.

In Egypt

Do you need a commercial register to open an online store in Egypt? It depends on the form and size of your business, and we will not give legal advice on it. The Egyptian Tax Authority has a page for its e-commerce system and registration guidance; ask an accountant before you scale. What we can say with confidence is that a store issuing clear invoices and written policies resolves most complaints before they reach any authority.

How merchants can prevent complaints in the first place

Complaints against online stores often come down to a product that differs from its photos, late delivery with no updates, refused returns, or fees that appear out of nowhere. The fixes are practical:

• Honest photos and descriptions with sizes and materials. Details in how to build a product page that converts.
• A written exchange and returns policy, visible before the order.
• Order confirmation and shipping updates on WhatsApp, so the customer never feels forgotten. See the COD order confirmation playbook.
• Cash on delivery as an option, because it reassures new customers. How to reduce its returns is in cash on delivery in Egypt: best practices.
• Fast replies to any complaint before the customer goes to an authority.

How Baseet helps you look trustworthy

On Baseet, your store sits on your own domain or an address on baseet.cc, with pages for your policies, and, according to the website: every order has a number, a status and a tracked journey; automatic WhatsApp messages confirm orders and share shipping status; and cash on delivery sits alongside gateways such as Paymob and Fawry. None of this replaces official paperwork, but it removes many reasons for complaints from the start.

FAQ

Where do I file a complaint against an online store?

In Egypt, with the Consumer Protection Agency: the 19588 hotline, WhatsApp on 01577779999, or an online complaint through its website or app. In Saudi Arabia, through the Ministry of Commerce's Balagh Tejari app or the 1900 call centre. In both cases, try to settle it with the store first.

How do I check whether an online store is verified?

In Saudi Arabia, use the verified online store inquiry service on the Business Platform. You can search by authentication number, unified national number, commercial register number, freelance document number or store name, and you will see the authentication status and store details.

Can I open an online store with a freelance document?

In Saudi Arabia, the Ministry of Commerce requires a valid commercial register or a valid freelance document for authentication, together with a commercial bank account linked to the store. So a freelance document is accepted as a basis for authentication; check the activities your document covers.

How do I report a scam online store?

Keep all the evidence: screenshots of the ad, your chats and the transfer receipt. In Egypt, complain to the Consumer Protection Agency through its official channels; in Saudi Arabia, file a report in the app or on 1900. If money was taken fraudulently, contact the bank you paid from immediately.

How long does a complaint take?

The Saudi commercial report service page states seven working days. Egypt's Consumer Protection Agency does not state a fixed time on its channels page, so follow your complaint through the complaint-tracking service on its website.

As a merchant, how should I handle a complaint?

Reply quickly and calmly, ask for the order number and photos of the problem, and offer a clear solution: an exchange or refund under your policy. A complaint resolved within a day rarely reaches an authority, and the customer may well buy again.

Written by Sara Mahmoud, E-commerce Strategist at Baseet. Last updated: 6 October 2026. This article is general information, not legal advice; for your situation, consult a lawyer or accountant.

If you are a merchant who wants clear policies and automatic order confirmation, start your store on Baseet for free.