COMPLAINTS AND COMPENSATION PROCESS

1 / Compensation principle

- Compensation for damage is paid to the sender or receiver if designated by the sender.

- In case goods are lost or damaged or partially exchanged, the compensation level is calculated as follows:

Compensation amount = Percentage of volume lost or damaged or swapped * Compensation amount.

2 / Complaint and compensation settlement process:

- Receive the sender's complaints by phone or email or text; Only accept the settlement when the complaint is on time according to the provisions of law.

- The statute of limitations for complaint is:

+ 06 months from the end of transit time of postal item for complaints about loss of postal articles, delayed delivery of postal articles compared to the announced transit time; in case the enterprise does not announce the transit time, this statute of limitations shall be counted from the day after the postal date is accepted;

+ 01 month from the date the item is delivered to the recipient, for complaints about damage, postage and other contents directly related to the item.

- Time to resolve complaints is within 2 months (for domestic services) and 3 months (for international services) from the date SPEEDEX received written complaints.  

- Pay compensation (cash or bank transfer) within 30 days from the time of establishing compensation in writing.

- In case SPEEDEX and the sender have a specific agreement, SPEEDEX will compensate according to that specific agreement.    

3 / Disclaimer of compensation:

- Indirect damage or unrecognized resources caused by the provision of poor quality services.

- Fragile goods (glass, china, porcelain ...), or special goods (liquid, ink, water paint ...) that are damaged during transportation.

- Wars, natural disasters, fires.

- Goods damaged due to physical, biological, chemical ... or their natural properties.

- Delay in time target due to flight delay or flight cancellation.

- The service user cannot prove the sending or damage or damage of the item.

  + For postal articles using financial invoice services, the compensation level is 100% of the fine amount as decided by the tax agency but must not exceed VND 4,000,000 / item.

- High value goods: 

  + If the sender uses the service "transportation insurance", the level of compensation is 100% of the declared value for the proportion of lost or damaged weight.

 + If the sender does not use the service "shipping insurance", the level of compensation for high-value goods will be the same as that of ordinary goods, according to the service on the post, no compensation at the price. value of goods.

- Co-check

 + If the sender uses the service "transportation insurance", the level of compensation is 100% of the declared value for the proportion of lost or damaged weight. 

 + If the sender does not use the service "shipping insurance", the level of compensation for high-value goods will be the same as that of ordinary goods, according to the service on the item and based on the rate. the volume is lost or damaged. 

- Fragile goods, special goods

 + SPEEDEX not compensate for the case of fragile, particularly in the transport process.  

4 / Rate of compensation

Compensation level is in accordance with Article 24 and Article 25 of Decree 47/2011 / ND-CP and Article 10 of Decree 86/2014 / ND-CP, specifically as follows: