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Long Chau Pharmacy is one of the biggest and fastest-growing pharmacy chains in Vietnam, with over 2,000 stores. It is part of FPT Retail. Customers can buy medicine in-store, on the website, app, or social media. Long Chau uses AI and Big Data to give smart advice, manage stock, and make sure prescriptions are correct. It has trained pharmacists, high-quality medicine, fast delivery, and a 30-day return policy.

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Presented by NHOM 2

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Customers can order without logging in. They just need to give the correct address, email, and phone number so Long Chau can confirm the order. But if they create an account, they can get reward points, check their order status, and use more features

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Long Chau offers two main ways to find products: you can type in the search bar, or browse through categories like Medication Reminder, Get Vaccinated, and Product Catalog (including medicine, health supplements, cosmetics, and medical equipment),...

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STEP 3: Adding products to the shopping cart 

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STEP 3: Adding products to the shopping cart 

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After selecting a product, customers can place an order in two ways: by purchasing a single item or by buying multiple products at once

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If purchasing a single product, the customer can click the "Buy Now" button on the product detail page, and the system will proceed directly to the checkout step

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To buy many items at once, customers can click the 'Add to Cart' button to put products in their cart and keep shopping. When they're ready, they can click the cart icon at the top right to see what they’ve chosen.

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Customers can choose from different ways to pay for their order:

1. Cash on Delivery

2. Bank Transfer (QR Code)

3. ATM or Bank Account Payment

4. International Cards

5. E-wallets

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Customers can choose how they want to get their order:

1. Standard Shipping – The order will be delivered to their address by a delivery service.

2. In-store Pickup – they can pick up the order at the nearest Long Chau Pharmacy.

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After completing the payment, customers can track their orders via the Long Chau Pharmacy website or mobile app.

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Order by phone for prescription drug consultation

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Order by phone for prescription drug consultation

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Customers will call the pharmacy to discuss their medical condition to receive advice and prescription from the pharmacist. (Do not use the drug on your own, because improper use of the drug can lead to serious complications and dangerous side effects.)

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Place orders via app for over-the-counter medications and other products

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Place orders via app for over-the-counter medications and other products

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Includes all products on app/web

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Staff will receive calls from customers who want advice and after receiving order from app/web. Long Chau will call the customer using the phone number provided to confirm the order via the hotline 1800 6928. During this call, Pharmacy staff will verify the information and agree on the delivery fee and timeframe. The details to be confirmed include: order code, customer’s name, address, phone number, and the committed delivery time. The listed content includes: actual product photos or images provided by the manufacturer, an introduction article, and detailed product information. Data entry is done using a dedicated management tool for Long Chau Pharmacy staff.

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Verify whether the customer's delivery method is in-store pickup or home delivery

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Confirm in-store pickup by the customer.

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Confirm in-store pickup by the customer.

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After confirmation, pharmacy staff will prepare the order for customers to pick up directly in the store.

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Upon arrival to pick up the order, the customer may inspect the product before making payment. Payment can be made by cash, bank transfer, or domestic ATM card

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Confirm that the order will be delivered to the customer's address.

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Confirm that the order will be delivered to the customer's address.

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Long Chau started assigning drivers from shipping companies such as Xanh Express and its internal shipper team, combined with the Long Chau application to deliver goods to customers. In addition, Long Chau also cooperated with CarePlus VietNam to deliver medicine to patients' homes. Delivery time (eg: Within the city, many areas can be delivered within 1–2 hours or the same day (8am–8pm daily), With distances >10km within the province: 1–2 working days, Interprovincial distances under 200km: delivered within 2–3 working days, Interprovincial distances ≥200km: from 3–5 working days.)

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If the delivery is unsuccessful, Long Chau will contact the customer to reschedule. If contact cannot be made, the order may be canceled.

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Customers need to pay COD when receiving the goods

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Customers have paid on the app and customers only need to receive the goods, no additional fees are required (unless there are any additional charges beyond the original scope).

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Order delivered successfully

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COD PAYMENT PROCESS

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Customers Will Pay COD Directly Though Long Chau Delivery Staff I Cash Or By Bank Transfer

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Customers Will Pay COD Directly Though Long Chau Delivery Staff I Cash Or By Bank Transfer

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Delivery Staff Will Collect COD Form Customers And Delivery The Goods

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Delivery Staff Will Collect COD Form Customers And Delivery The Goods

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Delivery Staff Will Submit COD To Long Chau

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Delivery Staff Will Submit COD To Long Chau

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During the medication handover process, customers are encouraged to thoroughly check all product information, including the medication name, quantity, expiration date, and packaging condition. Additionally, retaining the purchase receipt serves as proof of transaction and may be required for any exchange or complaint handling (if applicable).

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The pharmacy accepts returns or exchanges within 30 days from the date of in-store purchase or delivery, for eligible cases such as medicines, dietary supplements, cosmetics/pharmaceutical cosmetics, medical devices (excluding machines), and other products that are defective, damaged, expired, or delivered incorrectly.

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Return & Exchange Policy

For medicines, supplements, cosmetics, and non-machine medical devices:
→ Free return/exchange for manufacturer defects (e.g. discoloration, uneven color, broken tablets, separated or clumpy creams, layered suspensions, etc.).
→ Free if unused and sealed; 30% restocking fee if packaging is missing (for boxed items).

For medical equipment (machines):
→ Free within 1 year for manufacturer defects (with all components intact).
→ Free if unused; 30% fee if used or missing packaging.

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Items Not Eligible for Return/Exchange

- COVID-19 treatment drugs containing Molnupiravir, Cancer medications priced from 5 million VND, Injectables, cold-chain products, Custom orders, project-based items, Split-dose products, Items without guarantee seals or tamper-evident packaging, Liquid (e.g., sprays), cream/gel-based products (e.g., topical tubes), Single-use or hygiene items: test pens/strips, socks, splints, needles, etc.

- Promotional or giveaway items

- Products no longer intact (e.g., cut blister packs, multi-pack items with one or more units used)

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To receive the refund, customers have two options:

- Refund at the store: Receive cash directly at the counter.

- Bank transfer:

Long Chau sends a link via phone number for customers to fill in account information.

After confirmation, refund within 2–3 working days.

Deduct from the next order: Applicable if the customer agrees, usually used for loyal customers or small orders.

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4. AFTER-SALES PROCESS – LONG CHAU PHARMACY

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4. AFTER-SALES PROCESS – LONG CHAU PHARMACY

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Diverse support channels: Support available 24/7 via phone, email, chat, and social media.

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Customers receive follow-up calls/emails, satisfaction surveys, and birthday gifts or vouchers.

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Customers who collect 7 receipts spelling the word “GIA ĐÌNH” will have a chance to win 15 million VND, awarded to 28 lucky winners.

Every purchase from 150,000 VND or more on promotional products qualifies for a lucky draw worth 25 million VND, with 20 winners.

Many other attractive offers are also available.

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Positive customer reviews when using Long Chau pharmacy service application include:

Enthusiastic consultation

Easy to use: Simple layout, friendly interfact

Fast ordering: Quick search, fast checkout.

Clear product info: Details about dosage, price, and availability.

Convenient delivery: Same-day shipping in many areas.

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There are also some negative reviews such as

Slow app performance during peak time

Order tracking delays or missing real-time updates

Some users find the payment process confusing, especially during their first-time use

Occasional app crashes during checkout

Therefore, pharmacies need to address this issue to create a good ordering experience for customers.

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Launched in 2024, it helps users set up medication reminders by entering manually, taking a photo of prescriptions, or scanning a code.

The system automatically identifies the medicine, dosage, and suitable time to take it.

Sends timely notifications based on the doctor’s prescription or user settings.

Personalizes the schedule based on health records, age, and medication habits.

Suggests refills or monitors progress after a few days of use.

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Customers send messages via chatbot or live chat on the application, or via hotline, website when they want to exchange or return a product. Phone number must match original order to be traceable

The system will then issue a return code and instruct the customer to send the product to the nearest store.

The pharmacy will quickly check the product to see if it is still in its original packaging, unused and within the expiration date.

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– Purchase invoice (paper or e-invoice) for system verification.

– Image or intact product, with full label and barcode.

– Original prescription if prescription drug – required to ensure correct person, correct prescription.

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After checking, Long Chau will notify the result of the exchange/return:

If valid: proceed to refund or send a new product

If invalid: refuse and clearly state the reason to the customer

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STEP 6: Recheck Customer's invoice on another application

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STEP 6: Recheck Customer's invoice on another application

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After selecting shipping method, Customers will be asked to review their invoice to ensure that the information is correct.