Policies

Complaints

10. Receipt and Resolution of Feedback and Complaints

PIXTA VIETNAM receives and handles Customer feedback, requests and complaints relating to the Website, Orders and Products in accordance with this Section.

PIXTA VIETNAM will acknowledge receipt within an appropriate period and no later than any mandatory statutory deadline.

10.1. Contact Channels

Customers may contact PIXTA VIETNAM through:

• Email: quietaltitude@pixta.co.jp (primary channel);
  • Fanpage: Quiet Altitude Coffee – Cà Phê Đặc Sản Việt Nam Chất Lượng Cao (direct message);
  • Hotline/Zalo: 0964858058, 9:00–17:00, Monday–Friday.

For matters initially communicated by telephone, PIXTA VIETNAM may request confirmation by email, Zalo or another written method to ensure sufficient information is available for processing.

The time of receipt is determined based on when the information is recorded by the relevant PIXTA VIETNAM communication system.

10.2. Information to Be Provided

To support verification and handling, Customers should provide, where relevant:

a) Order number;

b) name and contact details;

c) details of the feedback, request or complaint;

d) relevant Product or transaction;

e) the remedy requested by the Customer; and

f) photographs, video, invoices, receipts, delivery information or other relevant documents, where available.

The absence of photographs or video does not automatically deprive the Customer of the right to submit feedback, complaints or requests where the matter can be verified through other evidence.

PIXTA VIETNAM may request additional reasonable information necessary to verify the matter.

10.3. Handling Procedure

The standard procedure consists of the following steps:

Step 1 – Receipt

PIXTA VIETNAM records the information provided by the Customer and, where appropriate, assigns a case number or reference number for tracking.

Step 2 – Acknowledgement

PIXTA VIETNAM sends an acknowledgement by email, Zalo or another appropriate method.

Acknowledgement does not mean PIXTA VIETNAM has determined that the complaint is substantiated.

Step 3 – Verification

Depending on the nature of the matter, PIXTA VIETNAM may review:

• Order information;
  • payment information;
  • Product lot or roast-date information;
  • stock status;
  • delivery data and information from logistics providers;
  • photographs, video or documents supplied by the Customer; and
  • other information necessary to determine the cause.

Step 4 – Proposed and Implemented Resolution

Based on verification and these Terms and Conditions of Sale, PIXTA VIETNAM may propose or implement one or more appropriate measures, including:

a) providing information or explanations;

b) delivering missing Products;

c) exchanging Products;

d) receiving returned Products;

e) refunding part or all of the amount paid;

f) assisting in communication with a logistics provider or other service provider; or

g) another remedy agreed between the parties or required by law.

Step 5 – Notification of Outcome

PIXTA VIETNAM notifies the Customer of the result and proposed resolution.

Where the Customer disagrees with the outcome, the Customer may request further review by PIXTA VIETNAM or exercise dispute-resolution rights under Section 10.6.

10.4. Processing Timeframes

PIXTA VIETNAM endeavours to handle feedback, requests and complaints within the following estimated timeframes:

These periods are estimated service timeframes and do not extend any mandatory period prescribed by law.

10.5. Consumer Requests for Negotiation

Where a Customer is a consumer and requests resolution of a dispute through negotiation, PIXTA VIETNAM shall receive and conduct negotiations in accordance with applicable consumer protection law.

PIXTA VIETNAM will commence negotiations with the consumer within seven (07) Business Days from receipt of the negotiation request, unless otherwise provided by law.

Where PIXTA VIETNAM refuses a request for negotiation, it will provide a written response stating the reason within the statutory period.

Negotiations may be conducted in person or through another communication method agreed by the parties.

10.6. Dispute Resolution

PIXTA VIETNAM and the Customer shall first seek to resolve disputes through good-faith communication and negotiation.

Where a dispute cannot be resolved through negotiation, the Customer may, as applicable and in accordance with law:

a) request assistance in negotiation from the competent consumer protection authority or a social organisation participating in consumer protection;

b) submit feedback, requests or complaints relating to e-commerce activities through the E-commerce Activity Management System at online.gov.vn, within the scope accepted by the system;

c) request mediation in accordance with law;

d) submit the dispute to arbitration where a valid arbitration agreement exists and arbitration is legally applicable; or

e) commence proceedings before a competent court in accordance with law.

Nothing in this Section limits the Customer’s right to use other lawful consumer protection mechanisms.

10.7. Supporting Tools and Case Records

During processing, PIXTA VIETNAM may use:

a) case numbers or reference information for tracking;

b) email, Zalo or other appropriate channels for status updates;

c) photographs, video, transaction information or other documents for verification; and

d) internal systems for retaining handling history in accordance with the personal data protection requirements in Section 3.

Decisions directly affecting Customers’ rights to exchange, return, receive refunds or complain will not be made solely on the basis of automated processing where doing so would be inconsistent with applicable law.

PIXTA VIETNAM currently provides support in Vietnamese and English.