Frequently Asked Questions

SOM3A is a customer-trust network for Saudi merchants. It connects to your store, ingests your orders automatically, and gives each customer a real-time risk score so you can decide which orders to fulfil, which need extra checks, and which to decline.

Any online merchant exposed to cash-on-delivery refusals, repeat returns, abusive behaviour, or fake details. Higher-volume stores tend to see the most benefit. Suitable for any volume.

Sumʿa (سُمعة) is the Arabic word for reputation. The name captures the core idea: reputation across the merchant network matters more than any single deal.

Behavioural signals from order history across the network: cash-on-delivery refusals, no-shows, refund and return frequency, chargebacks, and complaints filed by other merchants. We never score on demographics, geography, or the content of what a customer bought.

No. Merchants see a graded risk tier (low/medium/high) with reasons, not a binary allow/deny list. The decision to ship, hold, or refund is always the merchant's. Customers can improve their tier over time through positive order history.

When you install and authorise the SOM3A app from your e-commerce platform's app store, your platform sends us your store details and then forwards each order, update, refund, and cancellation as it happens. SOM3A scores each customer based on their behaviour across the network.

You see an aggregated trust tier (low/medium/high) and the reasons behind it, but never the names, phone numbers, or order details of customers who haven't shopped at your store.

No. SOM3A surfaces signals and information. The decision to fulfil, hold, or refund stays with the merchant.

Within seconds of the order being created in your store. The signal is available on the SOM3A dashboard before your fulfilment team pulls the shipping label.

One credit = one scored order. New merchants get 50 trial credits (valid for 30 days). You can earn +25 more by importing your last 90 days of order history, and +5 per complaint you file (up to 25 total). Paid plans top up credits when you subscribe.

New orders go into a pending queue. As soon as you top up by subscribing or earning bonus credits, the queue is processed automatically and you don't lose any of those orders.

No. Trial credits expire 30 days from activation. Subscribe within the trial window to keep scoring without a gap.

Accept the 'Import your order history?' step during onboarding. We pull the last 90 days from your store, score those customers, and drop 25 bonus credits into your wallet. Historical scoring means your first day is already informed by real customer behaviour.

Every time you file a complaint about a customer (from the orders page in the SOM3A app), you get +5 credits, up to 25 total. Complaints strengthen the network. They turn 'suspicious behaviour' into 'confirmed risk' for every other merchant.

Several tiers are available to suit different order volumes. Subscribe and manage your plan from the SOM3A app page in your e-commerce platform's dashboard.

On Salla, under two minutes: open the SOM3A page in the Salla app store (apps.salla.sa/ar/app/1731713774), click Install, authorise, and complete the onboarding wizard. Same experience on Zid, WooCommerce, and Shopify once those launch.

No. SOM3A only reads orders, customers, and store metadata. It does not create or modify anything in your store.

Yes, from your e-commerce platform's app store at any time. Uninstalling stops the data sync. Your data is retained for 12 months after disconnection to support reconnection and billing; request earlier deletion at support@som3a.tech.

Salla is live today (apps.salla.sa/ar/app/1731713774). Zid, WooCommerce, Shopify, and a direct integration for custom stores are all on the roadmap. Join the notification list on any page and we'll email you the moment your platform is live.

Open the SOM3A app in your platform's dashboard, go to Orders, click the complaint button next to the target order, and submit.

Each store connection is scoped separately. Install SOM3A on every store you want to protect. They'll share the network's risk signals, but credit balance, complaints, and dashboard views stay per-store.

On infrastructure operated for SOM3A from the Kingdom of Saudi Arabia, with some providers (such as email delivery and analytics) that may operate outside KSA under contractual safeguards. See the Privacy Policy for details.

Never in raw form. Other merchants only see an aggregated risk tier and the reasons behind it, never names, phone numbers, emails, or order content. Identifiers are matched across stores using one-way hashes.

Under the Saudi PDPL your customers can request access, correction, deletion, or portability of their data. Forward such requests to support@som3a.tech and we will action them within 30 days.

Email support@som3a.tech with your store ID and a short description. We aim to reply within one business day.

Yes. Send your idea to support@som3a.tech. We prioritise features that help the most merchants and that align with how the trust network grows.