When you submit a complaint through the Complaints System, its status will change to reflect the current stage the complaint has reached and whether it is awaiting action from the customer, the merchant, or the support team.
Available Complaint Statuses and Their Meanings
Below are the statuses that may appear while your complaint is being processed:
| Complaint Status | What Does It Mean? | What Is Required from the Customer? |
|---|---|---|
| Under Review by Salla | This is the initial status after submitting the complaint. The complaint details are being reviewed by the Salla support team. | No immediate action is required. Please ensure that the complaint details are clear and that all supporting attachments (images or documents) are provided. |
| Waiting for Merchant Response | The complaint has been forwarded to the merchant and is awaiting their response. | No immediate action is required. You can follow up on the complaint later to review any updates once the merchant responds. |
| Waiting for Customer Response | An update has been added to the complaint and additional input or clarification is required from the customer. | Log in to the complaint page and add your response or any additional information requested to continue processing the complaint. |
| Closed | The complaint has been closed and its status has been updated to “Closed” after a final resolution. | No further action can be taken. Please ensure the issue has been resolved before closure. |
Important Note Before Closing a Complaint:
Please note that once a complaint is closed, it cannot be reopened. Make sure to verify that the issue has been fully resolved before submitting a closure request. Once closed, the complaint status will be updated immediately to Closed.
Frequently Asked Questions
Can I add a response after the complaint is closed?
No. Once the complaint is closed, you will not be able to add any new replies or updates.
When does the complaint status change?
The complaint status changes based on the stage of handling, such as:
Under review by Salla
Waiting for merchant response
Waiting for customer response
Closed