Complaint Resolution Process
Ho Chi Minh City, June 1, 2026
I. PURPOSE
This process sets out the steps for receiving, handling, and resolving customer feedback, requests, and complaints while customers research, purchase, and use services on Store-dji.vn. It protects consumers' lawful rights and interests and complies with Vietnamese e-commerce law.
II. SCOPE OF APPLICATION
This process applies to all complaints concerning:
Product quality or goods that do not match their description.
Delivery progress or the service attitude of delivery/customer service staff.
Incorrect order information or an incorrectly calculated payment amount.
Personal-data security under Decree No. 13/2023/ND-CP.
Other disputes arising during transactions on the website.
III. PRINCIPLES FOR RESOLVING COMPLAINTS
Public and transparent: The process is publicly posted on the website so purchasers can easily access it and submit a request when necessary.
Timely and lawful: All feedback must be recorded and handled within the specified period, with due respect for customers' lawful rights and interests.
Negotiation and mediation: Priority is given to resolving issues through proactive negotiation, attentive listening, and cooperation to identify the best solution for both parties.
IV. CHANNELS FOR RECEIVING FEEDBACK & COMPLAINTS
Customer Service Hotline: 0789 133911 (Working hours: 8:00 AM-5:30 PM, Monday-Friday)
Complaint email: cskh@sumosolutions.vn
In-person/mail receiving address: 40-42 Hung Gia 2, Phu My Hung, Tan Hung Ward, Ho Chi Minh City
Online submission form: The "Contact" / "Support" section on Store-dji.vn
V. FIVE-STEP COMPLAINT HANDLING PROCESS
| # | Step name | Details | Processing time |
|---|---|---|---|
| Step 1 | Receive information | The Customer Service Department receives the customer's request by email, hotline, or written correspondence. The order number, details of the matter, and supporting images, videos, or invoices are recorded. | Within 24 working hours |
| Step 2 | Verification & classification | Review supporting evidence and reconcile the matter with relevant departments (Warehouse, Shipping, Accounting, Technical, etc.). Classify the case: - Service/transaction complaint: proceed to Step 3 below. - Warranty exclusion: if the product has a technical defect or malfunction during use that falls within the warranty conditions, Customer Service will transfer the file to the Product Warranty Policy process and guide the customer through the separate warranty procedure. | 1-2 working days |
| Step 3 | Propose a solution | Propose a resolution (exchange/return, refund, voucher compensation, data correction, etc.). Contact the customer directly to negotiate the proposed resolution. | Within the next 24 hours |
| Step 4 | Implementation & remediation | Implement the solution agreed with the customer (send a replacement product, transfer a refund, or update personal information as requested). | 1-3 working days |
| Step 5 | Close & archive the complaint | Send a completion notice to the customer by email/telephone, request feedback on satisfaction, and retain the case file in the tracking system. | Process completed |
Time note: The total complaint-resolution time will not exceed 5-7 working days from receipt of all required information. For complex cases involving a third party such as a shipping provider or payment bank, processing may take longer but will not exceed 15 days, and the customer must receive a written/email notice explaining the reason.
VI. DISPUTE-RESOLUTION MECHANISM WHEN NO AGREEMENT IS REACHED
Store-dji.vn respects and strictly complies with laws protecting consumers' rights and interests.
- If a complaint or dispute is beyond the parties' ability to resolve, or no agreement can be reached through negotiation, either party may refer the matter to a competent state authority (the Vietnam Competition and Consumer Authority, Ministry of Industry and Trade) or a competent People's Court for resolution in accordance with Vietnamese law.
