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• Bank transfer: Viettel Post will transfer the COD amount to the seller's registered bank account. Transfer time is usually on fixed days of the week (eg Monday, Wednesday, Friday) or as agreed in the contract.

• Receive cash at the post office: For orders of small value or upon request, the seller can go directly to the Viettel Post office to receive cash. The seller needs to bring ID card/CCCD and related documents for verification. Cash receipt time is usually on weekdays (except Sundays and holidays).

Receiving address or related address.

Bill of lading code (order code).

The content of the complaint, clearly describes the error or incident that occurred.

Type of complaint.

On Viettel Post website

Viettel Post application

Fanpage or Facebook group Viettel Post

Call the customer care hotline..

Go directly to Viettel Post post office

Contact email or Zalo Viettel Post.

Viettel Post receives complaints through support channels, confirms with customers (via phone/SMS), and handles them according to internal procedures to ensure efficiency.

Step 4: Provide Feedback

After processing, Viettel Post informs customers of the results. If the complaint is valid, corrective measures and compensation (if applicable) will be provided. If the complaint is not justified, Viettel Post will clearly state the reason.

Complaints:

- 06 months: Lost goods, delayed delivery.

- 01 month: Damage, wrong rate.

- Settlement time: 2 months (domestic), 3 months (international).

How to file a complaint:

• Switchboard 19008095, Viettel Post website/app, fanpage, email cskh@viettelpost.com.vn, or directly at the post office.

• Viettel Post determines the cause, if the error is due to the seller, Viettel Post coordinates to handle it, but the seller is mainly responsible.

Verification and Compensation:

• Insured items: 100% compensation.

• Uninsured items: Compensation up to 4 times the domestic shipping fee.

• International service: Compensation of 5-9 SDR/kg based on operation method.

Customers must request a report if damage or loss is detected upon delivery.

Handling Delivery Errors:

• Viettel Post verifies wrong deliveries or delays through its system and processes them accordingly.

• Customer service ratings help assess delivery staff. Poor ratings trigger corrective measures.

Complaint channels: Hotline, website, Viettel Post app. Processing time: 2 months (domestic), 3 months (international).

• Hotline: 19008095 (7:00–24:00 Monday–Saturday, 7:00–23:00 Sunday).

• Website/app Viettel Post, fanpage "Viettel Post", group "Viettel Post Customer Support".

• Email: cskh@viettelpost.com.vn.

-Complaint Processing Time:

• Domestic service: Up to 2 months.

• International service: Up to 3 months.

- Recommendations for Customers:

• Proper packaging (use carton boxes, include information and warnings if needed).

• Keep the shipping receipt as proof in case of disputes.

• Check goods upon receipt and request a report immediately if any issues arise.

Step 2: Confirmation: Viettel Post checks the order, processes within 1-2 business days.

Step 3: Collection & Delivery: Item returned to the seller, 2-7 days (domestic), 7-15 days (international).

Step 4: Completion: Seller receives the item; disputes require a report upon receipt.

- Paid: If caused by the seller (wrong item, poor packaging) or the recipient refuses for personal reasons.

• Return fee equals the original shipping cost, based on Viettel Post's pricing.

• COD orders: If payment was collected, it will be refunded to the seller, minus service fees (if applicable).

Required Documents: Incident report, proof photos, shipping receipt, invoice.

Compensation:

• Insured items: 100% value.

• Uninsured items: Up to 4 times domestic shipping fee or based on SDR (international)

Delayed Returns: Contact hotline 19008095 or the Viettel Post app for updates.

In addition, the application also has other features such as creating regular orders, creating smart orders, creating orders for immediate delivery within the province, creating international orders, order management, vip game, smart box, sample order list, address list, order lookup, post office lookup, and fee lookup.

• Home pickup: Viettel Post supports home pickup without any limit on the number of orders. Orders created before 4 PM will be picked up on the same day, and those created after 4 PM will be picked up the next morning. After picking up the goods, ViettelPost staff will take photos of the pickup to create an electronic bill and upload it to the Viettel Post system. Customers can check on the ViettelPost App or Website.

• Delivery at the post office: Customers can also bring their packages directly to Viettel Post offices for shipping.

• 100% automated sorting system: Using AGV autonomous robots, Wheel Sorter Matrix, and Cross-belt Sorter to sort goods with high accuracy.

• High processing capacity: The system can handle up to 4 million parcels per day, meeting 50% of the e-commerce demand in Vietnam.

• Smart monitoring: The application of the Digital Twin system combined with AI cameras to oversee the entire cargo handling process, ensuring quick and accurate processing.

- Packaging: Follow standards to avoid damage.

- Document retention: Keep shipping receipt and tracking number.

- Inspection: Check item condition upon receipt, report issues.

- Claims deadline:

- Lost items/delayed delivery: Within 6 months.

- Damage/deterioration: Within 1 month.

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Goods are transported from the sending point to the receiving point nationwide through Viettel Post's delivery network (means of transport: cars, motor bikes, air transport services). Customers can track the status of orders in real time through the Viettel Post application. Depending on the service and geographical distance, delivery time can range from 1 to 7 days.

International shipping

Goods are transported from the sending point to the customs office for export declaration and customs clearance procedures, then appropriate transportation will be arranged based on the customer's chosen transportation method: road, sea, air.