1. PURPOSE AND SCOPE OF APPLICATION

This Procedure sets out the methods, sequence, time limits and support measures for receiving and handling customers’ feedback, requests and complaints relating to goods, services, content and transactions on the website https://ve-de-di.com/ (the “Website”) owned and operated by Về Để Đi TNHH Về Để Đi (“Về Để Đi”).

This Procedure applies to: (i) all customers who visit or conduct transactions on the Website; (ii) the employees and departments of Về Để Đi; and (iii) payment units, carriers, suppliers or related parties participating in the verification and remediation of cases, within their respective scope of responsibility.

2. CLASSIFICATION

• Feedback: Refers to the customer’s provision of comments or observations regarding the quality of products or services, the content displayed on the Website, the service attitude of personnel, or the general shopping experience, not accompanied by any specific financial handling or compensation request.
• Request: Refers to the customer’s request that Về Để Đi carry out a specific support measure or operational action, including but not limited to providing information, canceling an order, exchanging or returning goods, refunds, reconciling payment transactions, adjusting financial invoices, or exercising rights relating to personal data.
• Complaint: Refers to the customer’s assertion that their lawful rights and interests have been infringed, or the customer’s expression of disagreement with a decision or handling plan of Về Để Đi together with a request for re-examination and re-resolution.
• Urgent case: Refers to circumstances that arise with signs or a risk of seriously affecting life, health, property safety or personal data; goods suspected of being counterfeit, damaged, leaking or unsafe; unauthenticated transactions arising; or acts in violation of the regulations on selling/delivering alcohol and beer products to persons under 18 years of age.
• Dispute: Refers to disagreements that cannot be resolved after exchange or negotiation, or where one of the parties requests the application of a dispute resolution mechanism under current law.

3. METHODS OF RECEIPT

Customers may submit feedback, requests and complaints through the following channels:

For information containing payment data, personal identification information or other confidential data, Customers are kindly requested not to publish it publicly on social media platforms; Về Để Đi shall not be responsible for information published publicly in this manner.

4. PROCEDURE AND PROCESSING TIME LIMITS

For urgent cases or cases at risk of affecting the health or safety of customers, Về Để Đi gives priority to receiving and handling them immediately within the working day.

5. INFORMATION AND DOCUMENTS TO BE PROVIDED

To support verification, customers are kindly requested to provide:

• Order code together with necessary contact information (including full name, telephone number and email address);
• A detailed and accurate description of the content of the feedback, request or complaint;
• Relevant documents, images, videos or supporting records (if any) to serve the verification and resolution of the case.

6. MEASURES AND TOOLS SUPPORTING RESOLUTION

Depending on the nature and progress of each case, Về Để Đi may apply the following resolution-support measures and tools:

• Case file management system and the complete log of interactions with customers;
• Online intake form to help customers provide detailed content and initial materials;
• Tools for tracking handling progress via email or direct updates from the customer care department;
• Detailed order data;
• Payment history, transaction codes and related documents;
• Warehouse information, goods inspection records, shipping data and the actual delivery route;
• Images, video recordings, working minutes or verification documents from the supplying unit;
• Procedures for suspending transactions, ceasing distribution, recalling products, refunding payments, adjusting information and issuing safety warnings;

Về Để Đi undertakes to preserve evidence and retain records for the periods prescribed by law, and not to modify, delete or conceal information or documents that may be unfavorable to Về Để Đi.

7. DISPUTE RESOLUTION METHODS

If no agreement is reached through the above procedure, the customer has the right to choose an appropriate method in accordance with law:

• direct negotiation between the Parties;
• mediation through a mediation organization or a social organization participating in the protection of consumers’ rights;
• commercial arbitration, if there is a valid arbitration agreement and the law permits;
• requesting support from a state management authority/consumer protection organization; or
• Filing a lawsuit at a competent Court.

8. EFFECTIVENESS AND AMENDMENT OF THE POLICY

The Policy takes effect from the date it is published on the Website and is an integral part of Về Để Đi’s Policies and Transaction Terms publicly displayed on the Website. Về Để Đi has the right to amend and supplement this Policy to conform with current legal provisions and actual management and operational needs; amendments (if any) will be publicly announced on the Website and take effect from the time of posting.

9. CONTACT INFORMATION

In the event of questions, feedback or complaints relating to this Policy, customers are kindly requested to contact Về Để Đi through the following methods:

• Về Để Đi: Về Để Đi TNHH Về Để Đi
• Enterprise code: 0111052003
• Website: https://ve-de-di.com/
• Phone: +84 766 343 438
• Email: hello@ve-de-di.com
• Address: Floor 4, No. 5B, Lane 55 Huỳnh Thúc Kháng, Láng Ward, Hanoi City, Vietnam