The Saudi Ministry of Commerce is rolling out a range of initiatives to help reform e-stores across the kingdom.
The move comes in response to a nation-wide customer survey of six thousand shoppers.
Some of the challenges shoppers highlighted include: delays in handling and fixing complaints; a lack of clarity regarding warranty and maintenance policies; delays in issuing refunds; and a lack of delivery services.
In response, the Ministry has introduced a range of initiatives that will see e-commerce outlets expanding their delivery networks, diversifying shopping options and offering customers multiple payment solutions.
A simple easy-to-use returns policy will also be introduced.
The Ministry also urged electronic stores to create video manuals to showcase and explain the range of products for sale.
E-stores must also submit periodic performance reports to the Ministry of Commerce.
The 10 initiatives come as part of the Federation of Saudi Chambers’ goal to reinforce the role of the private sector in keeping with the kingdom’s Vision 2030.
According to a report by Boston Consulting Group, Saudi Arabia’s e-commerce market is forecast to exceed SR50 billion by 2025 after witnessing rapid growth in recent years.
In 2020, online sales accounted for six per cent of the total retail sales in the kingdom compared to 18 per cent in leading e-commerce markets.
Saudi Arabia’s e-commerce is expected to grow at a compound annual growth rate of above 12.56 per cent during the 2022-2027 forecast period.
