Receiving feedback, complaints and dispute resolution
Chuong Bao receives feedback and complaints related to products, orders, payments, delivery, warranty, and customer benefits.
1. Receiving channels
Hotline
Address
205/8 Phan Van Han, Gia Dinh Ward, Ho Chi Minh City
Receiving customer feedback or complaints is free of charge.
2. Information to provide
- Order code.
- Full name and contact information.
- Related products.
- Content and time of the incident.
- Images, videos, waybills, or documents if any.
- Desired support options from customers.
3. Processing procedure
Step 1 - Receipt
Record requests and check basic information.
Step 2 - Verification
Cross-check orders, payments, shipping, and related evidence.
Step 3 - Negotiation
Discuss the cause and resolution plan with the customer.
Step 4 - Execution
Exchange items, supplement items, warranty, refund, or other appropriate options.
4. Negotiation time limit
Chuong Bao proceeds to negotiate with consumers within 07 working days from the date of receipt of the negotiation request in accordance with the law.
In case of refusing the negotiation request, the response and reasons are stated within the time limit prescribed by law.
5. Cases requiring additional verification time
If the incident involves the shipping carrier, bank, manufacturer, technical data, or a third party and requires additional verification time, Chuong Bao will notify the customer of the processing status.
6. If negotiation fails
If the parties do not reach an agreement, the customer and Chuong Bao can use appropriate dispute resolution methods according to the law.
- Mediation.
- Requesting support from competent state management agencies.
- Requesting support from social organizations participating in protecting consumer rights when appropriate.
- Arbitration if conditions of application are met.
- Court according to legal regulations.
7. Keep transaction evidence
Customers should keep related documents such as:
- Order code and confirmation email.
- Invoices or payment vouchers.
- Product images or videos.
- Shipping information.
- Exchange history with Chuong Bao.