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-Checking inventory, verifying the product or out of stock (when receiving orders, the inventory confirmation staff).

-Packaging products by standard packaging, sealing, recipient information, bill of lading, etc.

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Check inventory on the system: the staff in charge will regularly check the quantity of products through the LS Central system integrated with ERP S/4HANA (data management and inventory can synchronize data via API) to manage orders

> Official website: Regularly update the product catalog and quantity and connect the API with the ERP S/4HANA system. If the product warehouse department announces that a product is out of stock, the staff in charge will update the status "Out of stock".

> E-commerce platform (Shopee): create a store on Shopee and register Shopee Mall to access Shopee's API key to connect to the SAP HANA ERP system to synchronize product management on the system

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- Customers have the right to return the product within (7 days if the error is detected by the manufacturer or damage during transportation.

- With orders purchased on e -commerce floors (Shopee, Lazada, Tiki), the policy of returning/refund according to the regulations of the floor but still supported by Trung Nguyen Legend.

* Note: If you buy directly at Trung Nguyen Legend shop, usually just bring invoices and products to the store to change (without video). If the product is defective purchased from e -commerce channels, it is necessary to comply with the regulation of the exchange and exchange policy of those e -commerce channels. For example, when you buy goods at Shopee, you need to record Unboxing videos when receiving goods as evidence if the complaint arises (such as defective goods, broken, wrong products).

* Return conditions:

- Customers have paid but did not receive the product, or did not receive all the products that have been set, or received the product of fake and counterfeit goods;

- The product is defective or damaged during transportation;

- False product delivery to buyers (for example: wrong size, wrong color, etc.);

- Customers' products receive distinct differences compared to the information provided in the product description;

- Returned products are not products restricted from returning goods;

- The company has agreed and agreed for customers to return the goods.

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- Some special products such as coffee machines, accessories are genuine warranty.

- The process of transparent warranty, with supporting customer service center.

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Link: https://banhang.shopee.vn/edu/article/8497

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-The delivery process: Trung Nguyen Legend Café combines with reputable and reliable delivery units such as Grab, fast delivery, savings delivery, ViettelPost and internal delivery team, ensuring goods are delivered directly to customers nationwide:

-The customers' goods will be contacted to the maximum delivered in 2 times (in case the first delivery fails, there will be contact staff to arrange the 2nd delivery schedule with the customer. The staff will try to contact again in the next 24 -hour work, in case it is still unable to contact or not receive any feedback from the customer, the order will be no longer effective.

-To check information or order status, customers can use the order number sent in the confirmation letter and check with the customer care department or the hotline for information to check information

-After successful ordering customers can check the status and number of products in the order. And make the selection of forms of "direct payment when receiving goods", "Payment via Momo, ZaloPay e -wallet", "Payment via bank account" ...

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Select the product you want to buy, then the website will display detailed product information, at this time customers can choose "Add to cart" to save to cart or choose "Buy now". If the product is out of stock, customers can access it but will not be able to click "Buy now"

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Official website: if the customer selects “Buy Now” on the product they want to buy, the website will automatically switch to the payment for the selected product “Payment and Delivery”

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Shopee: if they select “Buy Now”, they will automatically go to the “Cart” section and the Shopee system will automatically select the product the customer wants to buy

After adding to the cart, the customer accesses “Cart” to view the product they want to buy and selects “Buy”

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Step 2: Receive order payment information

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Step 2: Receive order payment information

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Receive orders: When a customer orders a product on the Official website and Shopee (using API Key for synchronization), the SAP HANA ERP system will automatically record the customer's order and send payment information to the customer.

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Official website: after the customer clicks “Pay”, the website switches to the payment interface. At this time, the customer must enter full personal information such as Full name, Phone number, Address,... There are two main payment methods: COD (Cash on delivery) and Transfer via ZaloPay. If you do not enter enough information before payment, the system will automatically prompt you to fill in the missing information.

Note: (*) means that information is required to be filled in

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Shopee: After the customer clicks “Buy” on the coffee product they want to buy, the website will switch to Shopee’s payment interface. Here, the customer will choose the delivery address, shipping method including “Economy”, “Fast” and “Express”, choose a Voucher (if needed) and choose a payment method including COD, ShopeePay, Bank transfer,...

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Step 3: Payment and type of order confirmation

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Step 3: Payment and type of order confirmation

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System confirms the order: After receiving the money, the system automatically sends an email/text message confirming the order to the customer. During this process, product and price information is checked one last time and the staff can call the customer to confirm the order. If the customer refuses, the system will cancel the order immediately.

> Official website: If you pay by Bank transfer, you will be automatically transferred to ZaloPay to transfer the amount you buy the product, but if you pay by COD, the system will automatically notify you of success and send an invoice via email. After paying by one of the two payment methods above, the email will automatically send the customer an invoice with order payment information and Trung Nguyen Legend staff will call you to confirm the order about 3 - 6 hours after placing the order. After confirmation, the order will be given to the shipping units cooperating with Trung Nguyen Legend to transport the goods, at the latest 36 hours

> Shopee: The payment method is the same as the Official website. If you buy on Shopee and pay through the above methods, the customer only needs to wait 1-2 days depending on the location and the Shopee system will automatically select the shipping unit to pick up the goods at the warehouse of Trung Nguyen Legend Group and deliver the goods.

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After a customer successfully places an order on the website or e-commerce platform (Shopee Mall, Lazada Mall, Tiki...), the system automatically sends an email/SMS notification immediately.

The confirmation content includes:

+ Order code.

+ Product name, quantity, price.

+ Payment information.

+ Delivery address and expected time.

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For some special orders (high value orders, gift combos, or first-time customers), Call Center staff will call to confirm directly. This helps limit the risk of incorrect information and reduce order cancellations.

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An order is only considered valid when

+ Customer information (full name, phone number, address, ...) is complete and clear. Payment method is successful (for prepaid orders via ZaloPay e-wallet, bank card, COD).

+ Valid delivery address (not wrong area, missing house number, not outside the shipping area).

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- There is a Customer Customer Center 1900 6011, support email and online chat channel on the website.

- The customer care team is trained to respond quickly and resolve complaints within 24 hours.

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-For the inner city of Ho Chi Minh City, Hanoi from 1-3 days depending on the geographical location.

-Delivery time of other areas ranges from 3-7 days depending on the geographical location.

-Delivery time is calculated from the successful payment for the form of bank transfer or e -wallet payment, or the time to confirm the order successfully when paying COD.

*Note: Trung Nguyen Legend Café reserves the right to change the delivery time in some cases of force majeure such as bad weather, unfavorable traffic conditions, damaged vehicles on delivery roads, problems during the process of exporting. TN will actively contact customers to notify in the above cases.

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- Trung Nguyen Legend provides a product user manual (có especially with Capsule coffee, Capsule).

- On YouTube/Website, there is a video of detailed instructions for preparing and preserving coffee, helping customers to experience better.

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Hướng dẫn sử dụng máy cà phê Trung Nguyên Legend Capsule

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Building relationships & proactive customer care

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Building relationships & proactive customer care

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- Loyalty program: Accounting, gifts, birthday incentives.

- Send personalized email marketing: Suggestions of new products, seasonal gifts combos.

- Event, Workshop on Coffee (Offline / Online) to maintain cohesion with customers

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=> Legend Highlands applies after sales support policies (After Sales Support) to:

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=> Legend Highlands applies after sales support policies (After Sales Support) to:

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- Increase customer satisfaction & loyalty.

- Create different from the opponent, because not only selling products but also sells "energy coffee and coffee coffee".

- Contribute to long-term brand value in the fierce competitive coffee market.