BEFAS is responsible for receiving complaints, verifying website transaction information, preserving relevant records, and coordinating with involved partners to protect legitimate customer interests.
Customer Care
Complaints & dispute resolution.
BEFAS publishes the process for receiving, assigning responsibility, and resolving customer complaints related to orders and contracts concluded on the website.
Complaint receiving channels
Customers may send complaints through email [email protected], phone 0876778715, the contact page, or the return request portal. Please include order code, customer contact information, issue description, and supporting images or payment proof where relevant.
Handling process
01
Receipt: BEFAS records the complaint and checks whether the order was placed on befas.vn.
02
Verification: BEFAS checks order, payment, delivery, product condition, and communication history.
03
Responsibility assignment: customer service coordinates with the relevant sales, warehouse, delivery, or payment team.
04
Response: BEFAS sends the proposed handling plan to the customer by email, phone, or the channel used to submit the complaint.
05
Completion: BEFAS performs the agreed remedy such as guidance, correction, exchange, refund, payment reconciliation, or delivery support.
Response timeline
BEFAS acknowledges complaints within 24 business hours and provides a handling direction within 3 business days after receiving sufficient information. Complex cases involving delivery partners, payment providers, or product inspection may take longer; BEFAS will update the customer on the expected timeline.
Responsibilities
Customers are responsible for providing accurate order information, contact details, evidence, and preserving the product condition where inspection is needed.
Delivery, payment, or service partners are responsible within their service scope and the information they provide to BEFAS for resolving the case.
Dispute resolution mechanism
BEFAS prioritizes negotiation and mediation with the customer on the basis of the published policies and transaction records. If the parties cannot reach agreement, either party may request assistance from a competent consumer protection authority, mediation body, arbitration center, or court under Vietnamese law.
Last updated: May 2026