• In-house delivery staff (in supported locations)

• Third-party logistics partners: GHN, J&T Express, Viettel Post, etc.

• The delivery staff contacts the customer prior to delivery (via phone call, text message, or app notification).

• Upon delivery, customers have the right to inspect the packaging and product condition and check the invoice information.

• After confirmation, the customer signs to acknowledge receipt (either electronic signature or manual).

• If using COD (cash on delivery), the customer pays directly to the delivery staff.

👉 Order tracking:

• Order status is continuously updated on the Điện Máy Xanh website/app.

• Customers can track their order progress anytime.

• Return requests can be submitted via the website, hotline, or in-store. Customers are guided through eligibility based on product type, condition, and time of purchase.💁‍♀️

• Products can be exchanged or returned within 7–30 days depending on the category, especially if the item is defective or damaged due to manufacturer faults.⛹️‍♂️

• For warranty services:

  • Customers can bring the product to the nearest Điện máy XANH store or authorized service center.

  • Alternatively, technicians can be scheduled to visit the customer's location, especially for large appliances (TVs, washing machines, fridges, etc.).

  • Warranty status can be checked online using the product's serial number or purchase invoice.👌

• After-sales support channels include:

  • Toll-free hotline (1800.1061), 📞📞📞 available 7 days a week.

  • Online chat, Zalo, Facebook fanpage, and in-app customer care.🛃📮

  • Email support for detailed or delayed issues.⚙️

• Customers receive post-purchase follow-up:

  • Feedback surveys via SMS or email.

  • Notifications for upcoming maintenance schedules or promotional offers.

  • Personalized care for VIP customers (e.g., extended warranties, loyalty discounts).💌

• In case of complaints:

  • Cases are logged and tracked through the system, with expected response time within 24 hours.⏰

  • Customers are notified about the progress and resolution via phone or app.📢

• Reviewing Customer Details:
  The customer service team (or automated system) verifies key order information, including the customer’s name, phone number, delivery address, product details (name, SKU, quantity, and price), and selected payment method (e.g., cash on delivery, online payment, or installment plan).

• Direct Contact if Necessary:
  In certain cases—such as when the address is incomplete, the phone number is invalid, or an unusually large quantity of items is ordered—staff will contact the customer directly to confirm the details. This step ensures order accuracy and prevents potential issues like incorrect deliveries or duplicated orders.

• Inventory Check and Feasibility Assessment:
  The order is cross-checked against the ERP or inventory management system to confirm that the requested products are available in the selected warehouse or retail location. If an item is out of stock or has low availability, staff will contact the customer to offer alternatives, adjust quantities, or update delivery expectations.

• Final System Update:
  Once all information has been verified, the order status is updated to “Confirmed” or “Processing” in the system. This allows the warehouse and logistics departments to proceed with picking, packing, and shipping the order reliably and efficiently.

• The system automatically updates the delivery progress via the Điện Máy Xanh website and app.

• Both internal teams and third-party logistics partners regularly sync status updates (e.g., “Out for delivery,” “Delivery failed,” “Delivered”).

• The customer service team tracks these updates to proactively detect any delays or issues.

  Handling delivery issues:

• If problems occur (e.g., late delivery, damaged items, customer not reachable), the system triggers alerts for manual intervention.

• The customer service team immediately contacts the customer to clarify the situation and propose solutions:

  • Reschedule delivery

  • Replace damaged products

  • Update address or contact information

• All incidents are logged in the system to improve future service quality.

This step ensures that any disruption in the delivery process is promptly resolved, helping to protect customer satisfaction and reduce the risk of order cancellations or complaints.

Reception channels:

• Dien May Xanh website or application

• Hotline 1800.1061

• At the store directly

Work performed:

• Check product availability

• Enter customer information into the system

• Record payment method and delivery time

• Transfer the order to the next processing department

Once received, the order is transferred to the processing department for checking, packing and delivery to the customer at the committed time.

Target

• Fast and accurate customer support

• Ensuring a convenient and satisfying shopping experience

1. Order Receipt and Confirmation

After you place an order, the system sends an automatic confirmation message. Shortly after, a a Dien May Xanh staff member will call you directly to finalize all information (address, product, price), provide further consultation, and schedule the delivery time. The order is only processed further after this call is completed.

2. Smart Order Fulfillment

Dien May Xanh uses an automated system (OMS) to find the fastest fulfillment location. Based on your address and inventory levels, the order is sent to a central warehouse or prioritized to the nearest store for express delivery, sometimes within just a few hours.

3. Picking and Packing

The picking and packing process at Dien May Xanh is strictly standardized to ensure absolute accuracy and safety. First, staff use barcode scanners to pick the correct product with 100% accuracy, avoiding any mistakes. Next, in the packing stage, small, high-value items like phones and laptops are wrapped with shockproof material and securely sealed in a carton. Meanwhile, large items like TVs and refrigerators are kept in their 100% original manufacturer's packaging to ensure they are brand new, with only the shipping label added to the outside.

4. Handover for Shipping

Dien May Xanh primarily uses its in-house delivery team in areas with a local store. The advantage of this team is that they are knowledgeable about the products, can assist with basic installation, and handle issues quickly. For remote areas or during peak times, the goods are handed over to professional shipping partners.

Inventory & Order Prep in E-Commerce: The Fulfillment Backbone

Following to the SOP ( Standard of Procedure ), there are 3 theories blow that illustrate the relevants process:

Step 3: Inventory Check and Order Preparation – Dien May Xanh (DMX)

1. Automated Inventory Check

When a customer places an order on the DMX website or mobile app, the system automatically checks the real-time inventory status across all warehouses.

It prioritizes the nearest warehouse to the customer’s location for availability.

Example: If a customer in Ho Chi Minh City orders a washing machine, the system will first check the inventory in the closest warehouses, such as Go Vap or Tan Binh.

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2. Warehouse Routing and Picking Process

If the item is available, the order is routed to the assigned warehouse.

At the warehouse, staff receive the order details through the internal system and begin the picking process:

• Locate and pick the product

• Quality check (ensure the product is undamaged, includes all accessories, and has valid warranty)

• Packing (for smaller items) or arrange for delivery preparation (for larger appliances)

Strength of DMX: With a wide and digitalized warehouse network, the company ensures fast order preparation and optimized delivery time.

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3. Transition to Delivery Phase

Once the item is ready, the warehouse updates the system, and the order status changes to “being prepared”.

The order is then handed off to DMX’s in-house logistics team or partnered delivery service (for remote areas).