Complaints and Compensation
I. POLICY OF COMPLAINT
In order to ensure the rights of customers in the process of cooperation, Ninja Van follows the procedure and complaint settlement policy as follows:
1. Conditions of complaint
When the customer has any problems related to the package (damaged, lost, order status) or has problems arising with the employee delivering (receiving) the goods.
2. The channel received a complaint
Method 1: Customer sends email to: support_vn@ninjavan.co
Method 2: Customers call the support center: 1900 988 928
Method 3: Customers send contact form on the website at the link: https://www.ninjavan.co/en-vn/support/contact-us
4. Process for handling complaints
Step 1: Customers contact Ninja Van through the receiving channels mentioned in item three (3).
Step 2: Ninja Van Customer Care will receive customer complaints. Depending on the nature and extent of the complaint, Ninja Van will have specific procedures to assist customers to resolve the dispute
Step 3: Ninja Van requires customers to provide information and documents (post office/receipt, service order information) related to transactions/services.
Step 4: Ninja Van checks the information and will respond to the customer within seven (7) working days from the date of receipt of the request and the relevant information/papers.
Customers can contact the company at the following information:
LIMITED LIABILITY COMPANY NIN SING LOGISTICS
- Address: 215 Ma Lo, Town 6, Binh Tri Dong A ward, Binh Tan district, Ho Chi Minh city, Viet Nam
- Email: support_vn@ninjavan.co
- Telephone number: : 1900.988.928
II. COMPENSATION POLICY
1. PRINCIPLES
| No. | Section | Description |
| 1.1 | Cases that are considered lost parcel |
(Timelines Excluding the date of pickup success, the date of update of the RTS status, the arising time (if any) due to the request to change the delivery/RTS location, reschedule the delivery/RTS date (to be recorded on Ninja's system), Sundays, Tet and Holidays) |
| 1.2 | Cases that are considered to be damage to goods due to fault of Ninja in delivery |
|
| 1.3 | Cases of damaged parcels are not under the responsibility of the Ninja. |
|
| 1.4 | Compensation in case the Shipper receives a discount or promotion | In case the Shipper has a discount or promotion with a discount code, Ninja will compensate the value before the discount or promotion if the Shipper provides evidence to prove the application of this offer to the recipient by Valid contract or VAT invoice with specific content. |
2. COMPENSATION FOR LOSS PARCEL
2.1. The compensation value is determined based on COD value and valid invoice of such Parcel, as follows:
| Value | Value Declaration | Invoice | Compensation |
| COD ≤ 1,000,000đ | No | Yes/No | Based on the COD (or the value of the parcel) |
| COD ≤ 1,000,000đ | ≤ 1,000,000đ | The liability invoice and the value of the parcel > COD (In case Recipient already paid the part of the parcels) | According to the lower value between the invoice value and the declared value, up to 1,000,000đ |
| COD ≤ 1,000,000đ | ≤ 1,000,000đ | The liability invoice and the value of the parcel ≤ COD | According to the lowest value between invoice value, COD and declared value, up to 1,000,000đ |
| COD ≤ 1,000,000đ | ≤ 1,000,000đ | No | According to the lowest value between invoice value, COD and declared value, up to 1,000,000đ |
| COD ≤ 1,000,000đ | > 1,000,000đ | Unable to provide invoice and Unable to provide transaction image,... | According to the COD |
| COD ≤ 1,000,000đ | > 1,000,000đ | Unable to provide invoice but provide transaction image,... proof of goods value > COD (In case the Recipient has paid part of the goods) | According to the lowest value between the declared value and the value on the transaction image, up to 2,000,000đ |
| COD ≤ 1,000,000đ | > 1,000,000đ | Have invoice and invoice value > COD (In case the Recipient has paid part of the goods) | According to the lowest price between the invoice value and the declared value, up to 20,000,000đ |
| COD > 1,000,000đ | No | Yes/No | 1,000,000đ |
COD > 1,000,000đ | ≤ 1,000,000đ | Yes/No | Get the lowest value between invoice value, declared value and COD |
COD > 1,000,000đ | > 1,000,000đ | Unable to invoice and Unable to provide transaction image,... | 1,000,000đ |
COD > 1,000,000đ | > 1,000,000đ | Unable to invoice but can provide transaction pictures,... prove the value of goods | According to the lowest value between the declared value, the value on the transaction image and the COD, up to 2,000,000đ |
COD > 1,000,000đ | > 1,000,000đ | The liability invoice and the value of the parcel > COD (In case the Recipient already paid the part of the parcel) | According to the lowest price between the invoice value and the declared value, up to 20,000,000đ |
| COD > 1,000,000đ | > 1,000,000đ | The liability invoice and the value of the parcel ≤ COD | Get the lower price between COD and declared value, up to 20,000,000đ |
| Non COD | No | No | 4x delivery fee excluding VAT |
| Non COD | No | Invoice or transaction image to prove the value of goods | Maximum 1,000,000đ |
| Non COD | ≤ 1,000,000đ | No | 4x delivery fee excluding VAT (if Shipper cannot provide invoice or proof of value of goods after 2 months) |
| Non COD | ≤ 1,000,000đ | Yes | Get the lower price between invoice value and declared value |
| Non COD | > 1,000,000đ | Unable to provide invoice and can't provide transaction image,... | 1,000,000đ |
| Non COD | > 1,000,000đ | Unable to provide invoice but provide transaction image,... proof of goods value | Take the lowest value between the declared value and the value on the transaction image, up to 2,000,000đ |
| Non COD | > 1,000,000đ | Yes | Get the lower price between the invoice value and the declared value, up to 20,000,000đ |
2.2. Regulations on invoices and VAT compensation
a. Invoices with legal value are one of the following types:
(i) Value-Added Tax invoice, if the sellers are the company, declaring value-added tax ("VAT") according to the deduction method; or
(ii) Sale invoice, if the seller is a business household declares VAT under the direct method; or
(iii) Commercial Invoice and customs declaration dossier set, if goods are imported from abroad into Vietnam.
b. Compensation includes VAT if and only if:
(i) The Shipper issues a financial invoice to Ninja (regardless of the time of the invoice, as long as it is before the time of the compensation payment) or
(ii) The Shipper has issued a financial invoice to the recipient on the Ninja system with the invoice date before the time of “pickup success” on the Ninja system.
The remaining cases: Compensation value does not include VAT
c. Invoices are only considered valid when the customer's name or address information matches the information on the Ninja system
A retail invoice is an invoice that is not protected and managed by the Tax authority and has no legal value. Therefore, retail invoices will not be accepted in the settlement of compensation.
2.3. The valid transaction images for compensation purposes will be considered by Ninja on a case-by-case basis
3. COMPENSATION FOR DAMAGED PARCELS
The compensation value is determined based on the compensation for loss Parcels value (for each case as prescribed in Section 2 of this Appendix) multiplied by the actual compensation rate and the actual quantity of damaged goods (if any) of the parcel. In case the parcel is complained about more than 01 type of damage, the compensation will be based on the highest compensation rate among them. The actual compensation rate as the basis for determining the above compensation value is determined by Ninja based on the maximum compensation rate as follows:
| Damaged Cases | Maximum compensation rate |
| Torn, broken, wet packaging manufacturers | 15% |
| Tearing of the manufacturer's seal | 15% |
| Activate electronic warranty or power activation | 20% |
| Lost Accessories | 20% |
| Parcel is partially damaged, can be used again after repair. Broken/damaged the appearance of the product and does not affect the function of the product | 50% |
| Parcel is completely damaged and cannot be used | 100% |
Note:
The ownership of completely damaged, unusable Parcels (100% compensation rate) when indemnified:
- For parcels with COD: Ninja keeps the parcels
- For non –COD parcels:
- In case Ninja confirmed to compensate 4 times the delivery fee: The Shipper keeps the parcels
- The remaining cases: Ninja keeps the parcels
Cases of damaged parcels with a compensation rate of less than 100%: The shipper keeps the parcels
4. COMPENSATION PROCEDURE
4.1. Ninja will export and email the data to be compensated for lost/ damaged Parcels to Shipper once per month or another frequency informed by Ninja.
4.2. The compensation amount will be transferred by Ninja to the Shipper’s account provided in the Agreement within 15 (fifteen) working days from the date Ninja receives the signed and sealed compensation confirmation record.
4.3. Minutes of compensation is the final evidence of confirmed compensations. After the parties confirm and the compensation amount is transferred, any claims from the Shipper will not be resolved.
5. HIGH PARCEL LIABILITY COVERAGE
5.1. High Parcel Liability Coverage Fee: For Parcel with declaration value from 1,000,000 VND the value declaration fee shall be charged as the % rate of declaration value of such Parcel (maximum Parcel value allowed: 20,000,000 VND) specified in Appendix 1 of this Agreement.
5.2. For the avoidance of doubt, the declaration value as regulated in Clause 5.1 of this Appendix is the total COD value of the Parcel. In case of a non-COD Parcel or the declaration value higher than the COD value due to partial payment/ discount/ promotion/ commission/ etc…the Shipper has to provide the evidence including VAT invoice/ payment receipt/or any other valid documents proving the real value of the Parcel at the time of declaration and CCTV video packing the Parcel (with clear bill of lading code). Ninja reserves the right to unilaterally determine the value of the Parcel for the basis of compensation at the time of processing compensation in case the Shipper fails to provide these documents at the time of price declaration.
6. COMPENSATION DISCLAIMER
Ninja is exempt from compensation under the provisions of this Appendix in the following cases:
6.1. The Parcel has been completely delivered in accordance with the Agreement between the Parties and the Recipient or the Shipper has signed to confirm that the goods are completely intact when received from Ninja.
6.2. Damaged parcels do not fall under the responsibility of Ninja specified in section 1.3 of this Appendix.
6.3. Parcel is not properly packed, the item is damaged, lost due to the fault of the Shipper or due to the nature of the goods inside.
6.4. Parcel is unacceptable, Parcel includes prohibited, illegal, non-originating items/goods or seized/confiscated by authorities.
6.5. Due to Force Majeure Event events as specified in the Agreement.
6.6. The Shipper/recipient has a complaint after the expiration of the prescribed time limit for complaints.
