PROCEDURE FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS
This document outlines the standard operating procedures of Giathat.vn for handling users' feedback, requests, and complaints, ensuring a transparent, fair, and efficient trading environment.
a. Methods of Receipt
Users may submit feedback, requests, or complaints through the following channels:
Online: Submit a request via the "Contact/Complaint” function directly on the Giathat.vn platform, or via email to: support@giathat.vn.
Telephone: Contact our hotline at: +84 32 911 1119 during official business hours.
Required Information: Submissions should ideally include the sender's full name, contact details, a comprehensive description of the case, the proposed resolution, and any supporting documents or evidence (if available).
b. Procedure for Receipt and Processing
Step 1 – Receipt: Giathat records the incoming request and sends an acknowledgment of receipt to the sender.
Step 2 – Verification: Giathat verifies the relevant information, accounts, listings, data, or supporting documents, and may request the sender to provide necessary supplementary information.
Step 3 – Resolution: Giathat assesses the case and applies appropriate measures, which may include correcting erroneous information, removing or temporarily hiding violating listings, requesting the poster to provide an explanation, adjusting displayed data, or clarifying data sources.
Step 4 – Feedback: Giathat notifies the sender of the processing results, along with the reasoning and implemented resolution measures, via email, account notification, or another appropriate contact method.
Note on Product Disputes: With respect to disputes regarding the quality, condition, ownership, or actual transaction of a product, Giathat may assist by providing relevant information within its scope of management but does not replace the legal dispute resolution mechanisms between the buyer and the seller.
c. Timeframe for Response and Resolution
Giathat endeavors to provide an initial response within 02 working days upon receiving a valid request. Expected resolution timelines are as follows:
Erroneous account information, listing errors, or display glitches: Resolved within a maximum of 03 working days.
Complaints regarding violating listings, misinformation, or signs of fraud: Resolved within a maximum of 07 working days. In cases where verification with relevant third parties is required, this period may be extended, and Giathat will proactively 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: Giathat will establish and notify the sender of a dedicated, customized estimated timeline.
d. Resolution Measures and Support Tools
To effectively resolve complaints and ensure platform integrity, Giathat utilizes the following measures and tools:
Reviewing account history, listing details, and associated data logs.
Cross-referencing published or aggregated vehicle specifications and pricing against standard market sources.
Requesting the listing poster to provide supporting documentation or formal explanations.
Temporarily hiding, editing, or removing listings that exhibit signs of violation in accordance with Giathat's terms of service.
Adjusting, updating, or correcting data when errors are identified.
Archiving processing records and case files to facilitate compliance inspections, future dispute resolution, and legal compliance.