Article 5. Complaint Methods
1. Purpose
Website https://shiningriversidehoian.com/ always puts customer interests first. We build mechanisms to receive and resolve feedback, requests and complaints to ensure all customer comments are fully received, transparently handled and responded to within a reasonable time according to law.
This policy applies to all customers generating transactions of purchasing goods or using services on website https://shiningriversidehoian.com/.
2. Methods for receiving feedback, requests and complaints Customers can send feedback, requests or complaints through one of the following methods: Website: https://shiningriversidehoian.com/ Email: info@shiningriversidehoian.com Online contact form on website: https://shiningriversidehoian.com/lien-he Receiving address: Minh An Hoi An Tourism Joint Stock Company – Group 10, Thanh Nam Block, Cam Chau Ward, Hoi An City, Quang Nam Province, Vietnam Customers are requested to provide full information: Full name; Phone number; Email; Order code (if any); Content of feedback, request or complaint; Images, videos or related documents (if any).
3. Reception and processing sequence
Step 1. Receiving information
Immediately upon receiving feedback or complaints from customers, the Customer Care department will record information and check record completeness.
In case information is incomplete, customers will be requested to supplement for processing purposes.
Step 2. Verification
The website proceeds to:
Check order information; Cross-check transaction data; Check shipping status; Work with shipping units or related departments (if needed).
Step 3. Initial response
After receiving full information, we will send confirmation response of request receipt and announce expected processing plans.
Step 4. Resolution
Depending on cases, the website will implement:
Explaining information; Supporting exchanges and returns; Refunding (if eligible); Delivering replacement goods; Adjusting order information; Or other appropriate plans according to website policies.
Step 5. Conclusion
When cases are resolved, the website will notify results to customers via phone, email or registered contact methods.
4. Response time
- Product consultation | Initial response time: Within 24 working hours | Expected processing time: Within the day
- Order confirmation | Initial response time: Within 24 hours | Expected processing time: 01 working day
- Product quality feedback | Initial response time: Within 24 hours | Expected processing time: 03–07 working days
- Delivery complaints | Initial response time: Within 24 hours | Expected processing time: 03–05 working days
- Exchange and return requests | Initial response time: Within 24 hours | Expected processing time: 03–07 working days
- Refund | Initial response time: Within 24 hours | Expected processing time: 05–10 working days (depending on payment methods)
- Other complaints | Initial response time: Within 24 hours | Expected processing time: Not exceeding 15 working days (except force majeure cases)
In cases requiring more verification time, we will proactively notify customers.
5. Support measures for resolution
To ensure quick and accurate resolution, the website applies following measures:
Storing transaction and order history; Managing processing status on systems; Checking payment data; Cross-checking information with shipping units; Receiving images, videos and documents from customers; Supporting via phone, email and online forms; Coordinating among related departments for fastest processing.
6. Customer rights and obligations
Customers have responsibilities to:
Provide truthful information; Cooperate during verification processes; Not take advantage of policies for profiteering.
The website has the right to refuse resolution for cases:
Inaccurate information; No verification basis; Signs of fraud or legal violations.
7. Contact information
Website: https://shiningriversidehoian.com/
Email: info@shiningriversidehoian.com