COMPLAINT RESOLUTION
COMPLAINT & DISPUTE RESOLUTION POLICY
(Issued under Article 7 of Decree No. 248/2026/ND-CP detailing E-Commerce Law No. 122/2025/QH15)
TWENTI is committed to protecting customer interests by handling inquiries, feedback, and complaints transparently and promptly.
a) Channels for Submitting Complaints
Customers can submit complaints through our official channels:
- Mandatory Online Channel: Interactive Online Complaint Form embedded below;
- Customer Service Hotline: +84 978 371 623 (10:00 – 17:00, Monday – Friday);
- Email: dgroupsystem25@gmail.com;
- Head Office: No. 58/2E Road 12, Quarter 4, Tam Binh Ward, Thu Duc City, Ho Chi Minh City, Vietnam.
b) 5-Step Complaint Resolution Procedure
- Step 1 — Submission: Customer submits complaint with Order ID, detailed description, and supporting photos/videos.
- Step 2 — Confirmation: TWENTI issues an acknowledgment ticket within 24 business hours.
- Step 3 — Verification: Our team reconciles with warehouse, couriers, or payment gateways to identify root causes.
- Step 4 — Resolution Proposal: TWENTI notifies the customer of the proposed solution (Replacement, Refund, Re-delivery, or clarification).
- Step 5 — Execution & Archiving: Executing the agreed resolution and archiving records for reference.
c) Committed Timelines
- Initial acknowledgment: Within 24 business hours;
- Standard inquiries (order status, size exchange): 1 – 3 business days;
- Return & Refund handling: 3 – 7 business days upon receiving package & documents;
- Complex disputes (product inspection): Maximum 15 business days with periodic progress updates.
d) Support Tools
We deploy online ticket tracking, historical order logs, and a dedicated support team to ensure every complaint is resolved satisfactorily.
ONLINE COMPLAINT & FEEDBACK FORM
Official online channel pursuant to Article 7 of Decree No. 248/2026/ND-CP. All information is confidential and handled within committed timelines.