Complaint policy
COMPLAINTS POLICY OF VN CHECK
1. DEFINITION
Complaint handling is the process of receiving and handling issues that product suppliers do not fulfill/meet the requirements properly and fully:
- The products that we provide are anti-counterfeiting stamps, traceability stamps
- The supplier is a supplier of food, pharmaceuticals and cosmetics within the scope of supporting this claim.
2. COMPLAINTS HANDLING POLICY:
a. Time for making, receiving and handling complaints:
- Time for customers to make complaints:
+ Complaints during use (from the time of receipt of goods) up to 03 days.
+ Receive and process information (reasonable complaints) from 01 to 03 days.
- Complaint handling time depends on the following factors:
+ For complaints, it is necessary to confirm information or work with a third party including (suppliers, transporters...). We will have to work with these units to get information and handle complaints (normally, complaint review time is: 03 days).
+ For complaints arising from errors of VN Check, we will handle them within 03 working days (administrative), in case there is no interruption in the process of exchanging and communicating with customers about the issues, problem’s solution.
b. Provisions:
- Time of complaint: From the time of purchase and up to 03 days from the time of receipt of goods (the time of receipt of goods will be based on the policy of storage of goods).
- Complaint method: Customers make complaints through the complaint submission function:
+ Complaints on orders (contact section on VNCheck.com website).
+ Complain via E. Mail.
- Complaint information: Complaint information needs to be written in full: Code/name of goods, condition... At the same time, clearly state that you want to be resolved in the direction of return or compensation. Specific requirements are as follows:
+ Requirements for claims for lack of goods:
– Specify the ID of the missing product.
– Attach a picture of the delivery note (showing the weight or quantity of the actual delivered product with the signature of the delivery staff).
– Pictures of goods received (including packaging and products).
- Pictures of actual products received.
– The supplier's shipping bill code is affixed to the package; Visualization. Seller's delivery order in the package (if any).
+ Requirements for claims of wrong, defective or damaged goods:
– Specify the required content in the complaint details (Compensation or exchange of goods)
– Overall image of the actual product received: Close-up/detail/angles at the defective position on the product;
– Send a video of product failure via E. Mail [email protected] (after creating a successful complaint) for cases of defective products that do not recognize errors through images…
– Proposing a solution right from the time of complaint: Desire to be compensated/share the amount:…. VND or want to exchange / return goods.
+ For complaints related to volume:
– Attach a picture of the delivery note (showing the weight or quantity of the actual delivered product with the signature of the delivery staff).
– Take pictures of the quantity of goods at the warehouse or have the confirmation of the delivery staff in the condition that the packages are still unopened.
For complaints outside of the above complaint contents (emergency situations):
– We may require additional information to be able to work with the supplier, the shipping unit. In the process of carrying out the complaint procedures, we look forward to receiving your cooperation and providing information so that we can quickly and accurately resolve situations in the spirit of support, reducing damage to all 3 parties (Suppliers, Customers and VN Check).
Other regulations:
– For complaints related to suppliers – when the supplier violates the terms of goods transaction (terms of transactions on sales websites), or claims the applications do not use the goods inspection service, We will assist customer processing.
– In some cases, we have the right to refuse or will ask the customer to actively make a complaint with the supplier (for example, the customer has had a prior agreement with the supplier about the product, we pay only on request).
– We require customers to cooperate with VN Check during the time of handling supplier complaints.
c. Contact form:
We will communicate via phone: 024 6666 2369 or E. mails: [email protected]
d. Compensation policy
- We set fees on the basis of minimizing import costs for customers to create competitive advantages.
- With the characteristics of the online method of importing goods, there are many risks and limitations (product images for sale are different from real images, goods are not registered for inventory before returning to Vietnam); the form of road transport in packages that are easily bumped, pinched, dented, etc.; We encourage customers to choose goods from reputable suppliers; use appropriate packaging/shipping and support risk-sharing with us when unexpected damage occurs.
e. Other notes:
The exchange/return of goods contains many risks, we do not recommend handling Complaints under the exchange/return plan.
In the process of handling Complaints related to the Supplier, we will ask for your cooperation so that the implementation of the complaint is quick and accurate.
Best regards!
