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🔹 Delivery Time

Current issue: Delivery is sometimes delayed, especially during peak seasons or to remote areas, despite time commitments.

Suggestion: Optimize logistics operations and clearly show estimated time of arrival (ETA) during order placement.

🔹 Item Inspection upon Delivery

Current issue: Inconsistent inspection policy; some delivery staff do not allow item checks.

Suggestion: Establish a transparent inspection policy and train staff for consistent enforcement.

🔹 Post-delivery Support

Current issue: Complaint resolution is slow and lacks flexibility when recipients discover issues after receiving items.

Suggestion: Improve customer care quality and create a clear process for returns and exchanges.

🔹 Order Status Notifications

Current issue: Only basic statuses are shown: picked up, in transit, delivered.

Suggestion: Add more detailed updates like "arrived at transit hub", "out for delivery", along with shipper’s name/phone number.

🔹 App/Website Interface

Current issue: The interface may be difficult to use for customers unfamiliar with technology.

Suggestion: Improve UI/UX design and simplify navigation to enhance user-friendliness.

🔹 Flexible Delivery Options

Current issue: Lacks advanced services like express delivery, scheduled delivery, or off-hours delivery.

Suggestion: Add flexible delivery services to meet modern e-commerce needs.

🔹 Clearer Return Policy

Current issue: The return process is not clearly explained: Who pays the fee? How long to return to sender? Can customers choose to re-deliver or return?

Suggestion: Build a transparent return policy with clear steps and responsibilities to reduce disputes and improve customer experience.

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Viettel Post’s delivery and receiving process is generally well-structured and suitable for the e-commerce context. However, to enhance user experience and remain competitive with modern delivery service providers, Viettel Post should continue improving in areas such as flexible delivery, after-sales support, item inspection policy, return procedures, and technological upgrades.

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Convenient tracking system via app/website with transparent delivery journey.

Pre-delivery calls help recipients arrange a suitable time, reducing failed delivery attempts.

Multiple receiving options: Home delivery or pick-up at post office.

COD (Cash on Delivery) support — especially suitable for the Vietnamese e-commerce market.

Allows rating of delivery personnel, helping to improve service quality.

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Official Name: Viettel Post Joint Stock Corporation

Established: 1997

Headquarters: Hanoi, Vietnam

Parent Company: Viettel Group (one of Vietnam’s largest telecommunications and technology corporations)

Core Services: Domestic and international express delivery, e-commerce logistics, warehousing, cargo transport (road, air, sea), and logistics technology solutions

Network Coverage: Over 2,200 post offices and 20,000+ delivery personnel across 63 provinces

Key Partners: Shopee, Tiki, Lazada, and other major e-commerce platforms

Tech Applications: MyViettelPost app, real-time tracking system, smart logistics solutions

Revenue (2023): Over 10,000 billion VND

Top 3 logistics companies in Vietnam

Regional Expansion: Actively expanding into Southeast Asia

Vision: To become the leading smart logistics provider in Vietnam and the region

Motto: “Faster – Safer – Friendlier”

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Viettel Post operates through a modern logistics process, managing orders via both mobile app and website. The system includes centralized processing and partial automation for efficiency.

Benefits:

Nationwide delivery network, including remote areas.
User-friendly app for order tracking and management.
Flexible services: standard and express shipping, cash-on-delivery (COD).
Quick reconciliation and return support.
24/7 customer service via hotline and chatbot.
Drawbacks:

Slower delivery times in remote or mountainous areas.
Occasional system/app glitches, especially for new users.
Human errors may still occur (e.g., wrong deliveries, package loss).
Limited support for international shipping compared to global couriers.

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1. Single Order (for individual packages)

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1. Single Order (for individual packages)

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Step 1: Go to the “Create Order” section and select “Single Order”

Step 2: Choose either Domestic or International shipping

→ Fill in the following required information:

Sender and recipient details

Package weight, size, and description

Declared value and type of delivery service (economy, express, COD, etc.)

Step 3: Click “Send Now” to create the order

→ The system will generate a tracking number (order ID)

* Note: For items valued at over 3 million VND, it is recommended to declare the value and use additional insurance services for safety.

2. Excel Import Order (for multiple orders at once)

Step 1: Go to “Create Order”, then select “Import Excel”

Step 2:

- You can either enter the order information directly into the online sheet

- Or upload a pre-filled Excel file by clicking “Upload file” then “Open File”

→ The system will automatically validate all orders and show which ones are valid or invalid.

Step 3: Click “Submit Orders” → The system will process and create all valid orders.

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Advantages:

·       Clear and easy-to-follow ordering process.

·       High automation saves time and effort for customers.

·       Supports various payment methods and integrates with multiple sales platforms.

Disadvantages:

·       User experience needs improvement in terms of interface and usability.

·       Order status updates can be delayed.

·       Customer service response time and complaint handling should be improved.

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How to order: Customers log in to the Viettel Post app or website to create an order.

Required Information:

Name, address, and phone number of the sender and receiver.

Product details: product name, weight, quantity.

Chosen service type: economy, express, or super express.

Payment method: COD (Cash on Delivery), e-wallet, etc.

Special instructions (if any).

Note: Customers must pack their goods properly to ensure safety during transportation.

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Pick-up:

Viettel Post staff picks up the goods at the sender’s address.

Or the customer can drop the package off at a Viettel Post office.

Delivery:

Items are delivered according to a predefined route.

Status updates include “Picked up”, “In delivery”, and “Delivered successfully”.

Tracking Journey: Customers can track the shipment via tracking number or QR code.

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Step 1: Order Receipt and Processing

Order Receipt: Customers can drop off parcels at post offices or request pickup from their location.

Inspection and Packaging: Viettel Post staff checks the items, ensures proper packaging to guarantee safety during transportation, and labels the parcel with the recipient’s address.

Step 2: Transportation

Collection: Goods are gathered from various pickup points and transported to sorting centers.

Domestic Shipping: Parcels are delivered to the destination province or city via Viettel Post’s logistics network, including trucks, motorbikes, and air freight.

Step 3: Delivery

Delivery Confirmation: The delivery person contacts the recipient in advance to arrange the delivery time.

Proof of Delivery: The recipient signs a delivery note or signs electronically to confirm successful delivery.

Step 4: Status Updates & Customer Support

Status Updates: The system updates the order status and notifies both sender and recipient.

Customer Support: If any issues arise (delays, damage, wrong item), customers can contact the support center for resolution.

Step 5: Post-Delivery Handling

Complaint Handling: Return or complaint cases are processed by Viettel Post according to after-sales service policies.

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Waybill Generation, Service Confirmation, Information Transfer and Order Tracking

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Waybill Generation, Service Confirmation, Information Transfer and Order Tracking

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Waybill Generation: The system automatically creates a tracking number and calculates the shipping fee based on the provided details.

Service Confirmation: Confirms the selected service type and any special requests.

Information Transfer: Order details are sent to the delivery team to arrange the delivery route.

Order Tracking: Customers can monitor the order status via the Viettel Post app or website.

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Payment Methods:

Pay on delivery.

Post-payment.

COD.

E-wallet.

COD Reconciliation:

COD amounts are transferred back to the sender after a few days, depending on the chosen payment method.