Complaint Handling Procedure

Submit a report / complaint

1 · Intake channels

• The “Report wrong listing” button on each listing where available (attaches the listing context automatically) — or the form above.
• Intake channel: Contact page (support, takedowns · legal, data)
• Phone: +84 32 911 1119

2 · Handling procedure

1. Receipt & logging (within 24 working hours): the complaint gets a tracking code and is logged.
2. Classification: wrong/scam listing · counterfeit · purchase dispute · personal data/takedown · moderation appeal · other.
3. Two-sided verification: Giá Thật reviews the listing, contacts the seller and the complainant; high-risk content may be temporarily hidden immediately during verification.
4. Conclusion & action within 7 working days: keep / correct / remove the listing / lock the account; the outcome is communicated to the complainant.
5. Audit trail: the whole process is logged; removed content is hidden, not permanently deleted.

3 · Purchase disputes

Transactions are concluded directly between buyer and seller outside the platform, so purchase disputes are negotiated between the parties or brought to the competent authority. Giá Thật assists by providing the listing content, posting time and related seller information within legal limits, and removes/locks violating content discovered through disputes.