Customer Complaints and Escalation Policy
The three escalation stages inside Fawran, and the regulators you can go to at any time.
1. Purpose#
1.1 This policy explains how to make a complaint, how it escalates if it is not resolved, the timeframes we hold ourselves to, and where to go if we do not agree.
1.2 Our starting point: a complaint is not a nuisance; it is where we find out what is not working.
1.3 Who your complaint is against, and who answers it. The entity that receives, investigates and answers your complaint is FAWRAN LLC, operating under the trade name FAWRAN. Where the subject of the complaint is the Item itself, the Seller is your counterparty in the sale — but you still deal with Fawran, which takes the matter up with the Seller under the Marketplace and Third-Party Seller Terms. Complaints are made through the channels in this policy.
2. When to use this policy#
| Use it if | Use instead |
|---|---|
| You have had no reply within the published time | — |
| Your request was refused and you do not think that is right | — |
| The same problem has recurred | — |
| You are not satisfied with the resolution offered | — |
| You want to open a return | Returns Policy |
| Your Item is defective or wrong | Damaged, Defective, Wrong or Missing Products Policy |
| You want to exercise a data right | Data Rights and Privacy Requests Policy |
| You want to appeal a rejected return | Product Inspection and Return-Rejection Policy, section 9 |
3. ★ The three stages#
Stage 1 — Support#
| Element | Detail |
|---|---|
| How | Open a ticket through the official support channels |
| What to include | Order number, a description of the problem, what you want as a resolution, and any images or documents |
| Acknowledgement | Within one working day |
| Substantive reply | Within two working days |
Stage 2 — Escalation#
| Element | Detail |
|---|---|
| When | If you have no reply within the times, or you are not satisfied with the resolution |
| How | Ask expressly to escalate in the same ticket, or open a complaint quoting the earlier ticket number |
| Who reviews it | Someone who was not involved in the first decision |
| Reply | Within five (5) working days |
| What you get | A reasoned decision setting out what it rested on, not a bare outcome |
Stage 3 — Final review#
| Element | Detail |
|---|---|
| When | If you are not satisfied with the Stage 2 outcome |
| How | Ask for a final review, or write to the legal contact address shown at the foot of this document |
| Reply | Within ten (10) working days |
| What you get | Fawran's final position in writing, with reasons and what remains open to you |
3.1 We do not ask you to exhaust all three stages before going to a regulator or to court. That is your right at any time.
4. What we commit to#
| Commitment | What it means |
|---|---|
| Replying within the times | And if we need longer, telling you why and when, before the time expires |
| Giving reasons | We set out what our decision rested on, not the word “rejected” |
| An independent reviewer | Whoever reviews an escalation was not involved in the first decision |
| Human review | No final decision on a complaint is taken by automated processing alone |
| No detriment | We do not restrict your account or change how we treat you because you complained |
| A record | We keep the complaint, its correspondence and its outcome, and you can refer back to it |
5. What helps us resolve your complaint faster#
- the order number or return request number;
- a short factual description of what happened and when;
- what you want, specifically (a refund, a redelivery, a corrected statement, an apology);
- images or documents if you have them;
- the earlier ticket number if you are escalating.
6. The limits of what we can do#
Plainly, there are things this policy cannot deliver:
- we do not give legal advice and do not represent you before anyone;
- we do not compel a Seller to do more than its published obligations require;
- we do not control how long a refund takes to appear on your card statement — see the Refund Policy;
- we do not control repair times at an authorised service centre — see the Warranty Policy.
Where we cannot help, we say so and set out the alternative. We do not leave you waiting indefinitely.
7. ★ External bodies#
At any time — and without having to go through us first — you may go to:
| Body | For what |
|---|---|
| The Consumer Protection Directorate — Ministry of Industry, Trade and Supply | Consumer complaints about goods and services. Article 11(B) of the Consumer Protection Law No. (7) of 2017 makes it competent to receive complaints from consumers about any violation of the Law, verify them, and record them |
| Consumer protection associations | Article 15 of the Law empowers an association to receive and verify complaints and work to remove their causes, to give advice, to represent the consumer before official and unofficial bodies, and to mediate to settle disputes between the consumer and the supplier where both parties agree. Article 17 empowers an association to bring a case, complaint or application before the competent court to stop or correct non-compliant practices |
| The personal data protection regulator | Privacy and data complaints, under Articles 17(E) and 18(B) of the Personal Data Protection Law No. (24) of 2023 |
| The competent courts | See the Dispute Resolution and Governing Law Policy |
7.1 Article 23 of the Consumer Protection Law No. (7) of 2017 gives civil and criminal consumer-protection cases urgent status before the competent courts, including the enforcement of their judgments.
8. Complaints about a staff member or a Captain#
8.1 If you were treated badly by a support agent or a Captain, tell us immediately with the order number and the date and time of the incident.
8.2 We treat these reports as a priority and in confidence.
8.3 Captain and support conduct is governed by internal standards, and a breach draws action against them.
9. Version history#
| Version | Date | What changed |
|---|---|---|
| 1.0 | 26 July 2026 | Initial publication. A new document: there was no published escalation path, no binding response times, and no statement of the external bodies a buyer can go to. |
| 1.1 | 26 July 2026 | The entity that receives, investigates and answers a complaint identified as FAWRAN LLC; recorded that the buyer still deals with Fawran where the complaint concerns the Item, and that the registered office does not receive complaints. A clarification of an identity that has always applied; no right or obligation is changed and the effective date is unchanged. |
| 1.2 | 28 July 2026 | How the entity that receives and answers your complaint is named was simplified. |
Operator and contact details
These details apply to every document in the Legal Center.
- Contracting entity
- FAWRAN LLC
- Trading as
- FAWRAN — فورا
- Operating market
- Marketplace services for customers in The Hashemite Kingdom of Jordan
- Registered Office
- FAWRAN LLC 131 Continental Drive, Suite 305 Newark, Delaware 19713 United States of America
- Legal and privacy contact
- admin@fawra.net
- Customer support
- https://help.fa9ran.com
- Governing law
- the laws of the Hashemite Kingdom of Jordan
- Dispute venue
- the competent courts of Amman
Address of record for the entity in its state of formation. It is not a customer-service address, not a returns address, not a warehouse, and not an address for correspondence about an order. Do not send returns or ordinary customer correspondence there.
For legal notices and privacy requests. For help with an Order, use customer support below.
Support runs through the Help Center and in-app support. Those are our official support channels.
The buyer policies are governed by applicable Jordanian law for our operations in Jordan, and no mandatory Jordanian consumer protection is removed by them.
Related documents
The law that governs your contract, where a claim is heard, and the steps before litigation.
Every official channel to reach Fawran — and how to tell a real one from an impostor.
What we check when a return arrives, why a return can be rejected, and how to appeal.
Your statutory route when something is wrong with what arrived — separate from change-of-mind returns.