Daraz Complaint Escalation Guide — Live Chat, Helpline & Disputes
Quick Answer
For an urgent Daraz delivery problem in Pakistan, start a live chat in the Daraz app Help Center, or call Daraz customer support on 021-111-132729 (Monday to Saturday, 10:00 AM to 6:00 PM). If a parcel shows 'Delivered' but you did not get it, report it as soon as you can.
When Should You Complain About a Daraz Delivery?
Most Daraz orders arrive without problems, but sometimes things go wrong. If a parcel is stuck, the wrong item arrives or you need help from the Daraz helpline, using the right channel gets a faster answer.
Common reasons to take a complaint further:
Marked False “Delivered” Scansldquo;DeliveredFalse “Delivered” Scansrdquo; but Not Received
Tracking says the parcel was delivered, but nobody at your address received it.
Damaged or Opened Parcels
The box arrived with broken tape, water damage or crushing, and the item may be damaged.
Parcel Stuck for Too Long
The parcel has shown no progress for much longer than the delivery estimate on your order.
Refund Not Received
A return passed the quality check, but the refund has not reached your card or Daraz Wallet.
Step 1: Live Chat in the Daraz App
Live chat is often the quickest way to sort out an order problem without waiting on the phone:
- Open the Daraz app and log in to your account.
- Go to the Help Center in the app.
- Start a live chat with customer care.
- A virtual assistant answers first. Ask to speak to a person; human agents are available during support hours.
- Choose the order you are asking about and give the tracking number. Ask the agent to check what happened to your parcel.
Step 2: Call the Helpline
If live chat does not sort it out, call Daraz:
Operational Hours: Monday to Saturday, 10:00 AM to 6:00 PM PKT.
Have ready: Your Daraz order number, the courier tracking number, your delivery address and your registered email address.
Keep a record: Ask for a complaint or ticket number, so you can follow up.
Step 3: Consumer Protection Options in Pakistan
If a problem with a paid order or a refund is still not sorted out, you may be able to take it to consumer protection bodies in your province. We cannot give legal advice, but these options are commonly available:
- Consumer courts: Consumer courts may accept complaints with your invoice, tracking records and messages with the seller or Daraz.
- Provincial offices: Some provinces have consumer protection offices or online complaint portals.
Keep all labels, delivery slips, screenshots of tracking and chat transcripts, in case you need them for a complaint.
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