Dispute And Complaint Resolution Process

- Savyu and the Seller are responsible for receiving complaints and supporting the Buyer in relation to transactions on the Savyu Website. In case of a dispute, Savyu prioritizes negotiation and mediation between the parties.

- The dispute resolution process is carried out as follows:

Step 1:

The Buyer sends a complaint about the Seller's Product (along with the Purchase Confirmation ID) to the email or hotline of Savyu's Customer Care Department.

Step 2:

Depending on the nature of the complaint:

If the complaint is about the Website's operation (such as the Buyer not receiving a Purchase Confirmation or not receiving Savyu Dollars rewards), Savyu will handle it directly; or
If the complaint is about the Product (such as quality, quantity, warranty, etc.), Savyu will immediately forward it to the Seller for resolution.
Complaints will be resolved promptly within 3 (three) working days from the date Savyu receives the Buyer's complaint, in accordance with the Operating Procedures.

Step 3:

In case the Buyer does not agree with the complaint resolution result and the matter is beyond Savyu's capacity and authority, Savyu will recommend that the Buyer bring the matter to the competent state agency for settlement in accordance with the law.

* Note

In the process of resolving complaints, Savyu is responsible for providing information related to the Buyer, the Seller, and the transaction conducted through the website or Application when requested by the parties involved in the dispute and the competent authority within the permitted scope and in accordance with Vietnamese law. The process of receiving and resolving complaints by Savyu may be recorded as evidence in the dispute resolution process.

Dispute And Complaint Resolution Process: Version 1.0

Last updated: 13 Feb 2025

Previous Versions

7 Jan 2025