Giá Thật

Complaint Handling Procedure

Submit a report / complaint

At least one contact method (phone/Zalo or email) is needed so Giá Thật can tell you the outcome.

Check a complaint's status

Only the status and the last-update time are shown — never the complaint itself or any contact details. Complaints sent before this lookup existed may not be found yet; please call hotline +84 819 891 899.

1 · Intake channels

2 · Handling procedure

  1. Receipt & logging: the complaint gets a tracking code and is logged; Giá Thật endeavors to provide an initial response within 02 working days upon receiving a valid request.
  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: keep / correct / remove the listing / lock the account; the outcome is communicated to the complainant. Expected timelines: erroneous account information, listing errors, or display glitches: a maximum of 03 working days; complaints regarding violating listings, misinformation, or signs of fraud: a maximum of 07 working days (where verification with relevant third parties is required, this period may be extended, and Giá Thật will notify the sender); requests related to personal data: handled in accordance with the timelines and procedures prescribed by applicable personal data protection laws; complex cases involving multiple parties or requiring data source verification: Giá Thật notifies the sender of a separate estimated timeline (Procedure for receiving and resolving feedback, requests and complaints).
  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.