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Step 1: Placing an Order and Making Payment

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Step 1: Placing an Order and Making Payment

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An order at FPT Shop is created when customers purchase a product through the following channel:

Website (fptshop.com.vn)

1. Open the website

Open your browser → go to https://fptshop.com.vn

2. Search and select a product

Enter the product name in the search bar (e.g., iPhone 15).
Select the desired product from the search results.
On the product detail page, check the following:

Product name, code, specifications, color, price, promotions, and stock status.
Choose the version/color/quantity → click “Buy Now” or “Add to Cart.”

3. Apply discount code / voucher

On the cart or order page, enter your discount code in the “Discount Code / Voucher” box.
Click Apply → check whether the total amount has been reduced correctly.

4. Review your order

Confirm product details, quantity, discounted price, and delivery fee (if applicable).

5. Enter customer information

Recipient’s full name

Contact phone number

Email (for order confirmation)

Notes (if any)

6. Enter delivery form

Home delivery: Choose Province/City → District → Ward.
Then, fill in detailed address: house number, street name, building, floor, or nearby landmark.

Pick up at store: If selected, choose the desired branch.

7. Choose payment method

Online payment: domestic/international cards, Internet banking, e-wallets (Momo, ZaloPay, VNPay), or QR Pay.

Cash on Delivery (COD): pay in cash upon delivery.

=> Note: Orders with a value of 50 million VND or more: Customers must make 100% prepayment if they wish to have the order delivered to their home.

8. Review and confirm

Double-check all information → click “Confirm Order” or “Place Order.”

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Step 1: Placing an Order and Making Payment

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Step 1: Placing an Order and Making Payment

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Order Information Includes:

Product details: name, model code, color, configuration, quantity, and unit price.

Promotions or discounts: applied vouchers, discount amount, and final total.

Customer information: full name, phone number, and email address.

Delivery information:

Delivery method (home delivery or store pickup).

Full shipping address if you choose home delivery (province/city, district, ward, street, house number, landmark).

Expected delivery time or special requests (if any).

Payment method: online payment (bank card, e-wallet, QR Pay), cash on delivery (COD).

Order status: confirmation number, order date and time, and estimated delivery schedule.

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Step 2: Order Verification and Confirmation

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Step 2: Order Verification and Confirmation

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After the customer completes the order on the website, the FPT Shop system automatically records the order information and proceeds to the verification and confirmation stage.

Detailed Process

1. Order Reception:
The staff or central system receives order details from the website.
Customer information (name, phone number, delivery address, and ordered products) is carefully checked.

2. Product Availability Check:
Inventory is verified at nearby stores or the central warehouse.

If the product is in stock, it is delivered at the nearest branch for faster delivery.

If the product is out of stock, staff contact the customer to suggest a replacement or call customer to inform and discuss.

3. Payment Verification:
Staff confirm the payment method — whether the customer has paid online or chosen Cash on Delivery (COD).
For online payments, the system verifies that the transaction is successful before confirming the order.

4. Customer Confirmation Call:
The Customer Service Department or hotline contacts the customer to confirm the order details, delivery address, and estimated delivery time. For distances greater than 20 km, FPT Shop staff will provide detailed guidance on the most convenient delivery and pickup methods.
Once confirmed, the order is forwarded to the packaging and shipping team.

5. Order Status Update:
After confirmation, the system updates the order status from “Pending Confirmation” to “Confirmed.”
Customers then receive a confirmation message via SMS or email.

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1. Product Quality and Condition Check

Before packaging, FPT Shop staff carefully inspect the product’s appearance to ensure there are no scratches or damages, and they also check the warranty seal, IMEI code, and serial number against the system.
If any issues are found, the product will be replaced with a new one or handled according to the manufacturer’s warranty policy.

2. Careful and Professional Packaging

+ Within 20km: FPT Shop self-delivery (Orders valued under 100,000 VND are charged a fee of 10,000 VND)
Products are packaged in specialized packaging to ensure safety during transportation.
For fragile items (such as phones, laptops, etc.), FPT Shop uses protective padding to prevent impact (depending on the product, it may be wrapped with shockproof layers, bubble wrap, or foam).

+ Over 20km: Handover to delivery partners
In addition to careful packaging, FPT Shop adds extra protection outside the manufacturer’s box:

Wrap the product with shockproof or air cushion materials

Place it in a carton with FPT tape or a sealed sticker

Include a delivery note and tamper-evident seal to ensure the product remains intact upon receipt

Every order is labeled with the recipient’s information, delivery address, and tracking number for easy monitoring.

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3. Storage and Handover to the Delivery Department

After packaging, the product is handed over to the internal delivery department (for orders within 20 km) or transferred to the partner (for orders over 20 km) to prepare for delivery to the customer.

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1. Barcode Scanning & Inventory Check: FPT Shop warehouse staff use barcode or QR code scanners to verify the serial number, quantity, and actual condition of the goods before they leave the warehouse.

2. Handover and Acknowledgment (for external shipping units): At the handover area, warehouse staff and the shipping unit’s staff cross-check and scan the shipment’s codes to confirm information, condition, and quantity. Both parties then electronically sign to acknowledge the handover.

3. System Status Update: Immediately after receiving the goods, the shipping unit updates the system status to “Received from Warehouse” so that customers and operations staff can track the delivery route. If the status is not updated within the specified time, an alert sound will be triggered to prevent loss or misplacement of shipment information.

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Step 5: FPT Shop's shipping and tracking

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Step 5: FPT Shop's shipping and tracking

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Case 1: Delivery within 20 km (FPT Shop’s internal delivery)

After the order is packaged, the product is transferred to FPT Shop’s internal delivery department.

Delivery staff follow a pre-arranged route to optimize delivery time and cost.

During transit, the staff may contact the customer directly to confirm the delivery time or adjust the delivery location if needed.

Products are delivered within 2–48 hours depending on the area, with same-day delivery available in major cities.

Delivery information is updated in the system at each stage, allowing customers to track their order status via the FPT Shop website.

→ If the customer is absent, the order will be stored and re-delivered at the time slot selected by the customer.

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Step 5: FPT Shop's shipping and tracking

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Step 5: FPT Shop's shipping and tracking

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Case 2: Delivery over 20 km (handed over to a delivery partner)

Orders exceeding 20 km are handed over to contracted delivery partners associated with FPT Shop.

Once the partner receives the order, the status is updated sequentially in the system:

“Received from warehouse”

“Out for delivery”

“Arrived at transit hub”

“Delivering to customer”

FPT Shop’s operations team monitors the entire delivery process through the order management system to ensure timely fulfillment.

If the order is delayed or its status is not updated within the expected time, the system generates an alert for the staff to check and resolve promptly.

→ If the customer is absent, the order will be stored and re-delivered at the time slot selected by the customer.

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Step 6: Delivery and Customer Confirmation

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Step 6: Delivery and Customer Confirmation

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1. Delivery to the Customer

2. Customer Confirmation

Upon receiving the product, customers are allowed to check the condition of the item: intact box, warranty seal, and included accessories.

If the product meets the requirements, the customer signs the delivery note or confirms electronically on the shipper’s device.

For COD (Cash on Delivery) orders, customers pay the delivery staff directly in cash or via QR code using e-wallets (MoMo, VNPay, ZaloPay).

In the case of COD payment via e-wallet, it will be recorded as “COD – E-wallet payment”.

3. System Update & Feedback

After the order is completed, the FPT Shop system updates the status to “Successfully Delivered” and sends an SMS or email notification to the customer.

Customers are invited to provide feedback on their delivery experience directly on the website, contributing to service quality improvement.

If the customer is dissatisfied or requests a return/exchange, the information will be forwarded to the Customer Service Department.

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1. ICT Products (Phones, Laptops, Tablets, Smartwatches, Samsung LCD Monitors)

Manufacturer Defect:

Within the first 30 days: 1:1 replacement (same model, storage, and color). If the item is out of stock, customers can exchange it for an equivalent or higher-value product.

After 30 days: The product will be sent for warranty according to the manufacturer’s or FPT Shop’s policy.

User-Caused Damage:

Returns or exchanges are not applicable. FPT Shop will assist in sending the product for repair; repair costs are borne by the customer.

Return on Request:

Not applicable.

Other Return Fees:

FPT Shop will check the product condition and inform customers of any applicable fees at the store.

2. Home Appliances, PC E-POWER, Computer Components, Printers, Projectors

Manufacturer Defect:

Within the first 30 days: 1:1 replacement for defective components (same configuration and function). If the item is out of stock, FPT Shop will support exchanging it for an equivalent or higher-value product.

After 30 days: The product will be sent for warranty according to the manufacturer’s or FPT Shop’s policy.

User-Caused Damage:

Returns or exchanges are not applicable. FPT Shop will assist in sending the product for repair; repair costs are borne by the customer.

Return on Request:

FPT Shop will check the product condition and inform customers of any applicable fees at the store.

3. Electric Household Appliances (Water Purifiers, Air Coolers, Induction Cookers, Washing Machines, Refrigerators, Vacuum Cleaners, Blenders, Slow Juicers, Handheld Blenders)

Manufacturer Defect:

Within the first 30 days: 1:1 replacement for defective parts after technician verification at the customer’s home. Note: Consumables (e.g., water purifier filters) are not replaceable.

After 30 days: FPT Shop will assist in contacting the manufacturer for home warranty service.

User-Caused Damage:

FPT Shop will assist in sending the product for repair; repair costs are borne by the customer.

Return on Request:

Not applicable.

4. Printers

Manufacturer Defect:

Within the first 30 days: 1:1 replacement (same model, excluding ink cartridges). If the original box is unavailable, FPT Shop will only provide warranty service, not exchanges.

After 30 days: The product will be sent for warranty according to the manufacturer’s or FPT Shop’s policy.

User-Caused Damage:

FPT Shop will assist in sending the product for repair; repair costs are borne by the customer.

Return on Request:

Not applicable.

5. Projectors

Manufacturer Defect:

Within the first 30 days: 1:1 replacement for Beecube projectors (including the main unit and accessories such as remote control and adapter). If out of stock, FPT Shop will support exchanging for an equivalent or higher-value product.

After 30 days: The product will be sent for warranty according to the manufacturer’s or FPT Shop’s policy.

User-Caused Damage:

FPT Shop will assist in sending the product for repair; repair costs are borne by the customer.

Return on Request:

Not applicable.

Support Contact

Hotline: 1800 6601

Email: cskh@fptshop.com.vn

Website: fptshop.com.vn