I.              Order Limits

Seller notes that Customer can only order a maximum of 20 types of products in one payment.

II.           Order Processing Procedure

1.             Order Confirmation and Preparation 

AEONMALL will process all orders within 01 (one) day from the time of order placement. In case of:

·       Order with full necessary information: The Marketplace system will automatically confirm via the email that the Customer registered.

·       Order with lacking necessary information or if the Customer requests order confirmation: The Seller will confirm by phone call.

After the Marketplace system confirms the Order, the Seller is responsible for checking and confirming the execution of the Order:

·       For products in physical form: The Seller is responsible for selecting “Confirm” on the order detail page and fulfilling the order within a maximum of 02 (two) days from the date of receiving the order information. The Seller is obliged to complete the order in a state ready for delivery to the Customer and successfully hand over the parcel to the Delivery Staff within a maximum of 03 (three) days from the time the Seller confirms the order.

·       For products in the form of electronic vouchers, electronic discount codes, electronic membership cards, etc.: The Seller must complete setting up the code parameters during the product creation step.

When the Seller confirms the order, it means that a Sales Contract with the Customer has been concluded.

The Seller is provided with information related to the order through the Marketplace to process the order.

2.             Document

The Seller must print sales documents for each order to deliver to the Customer, including but not limited to:

·       Sales invoice;

·       VAT invoice (if any);

·       Delivery label;

·       Warranty card (if any);

·       Other documents proving the product’s origin and legality as required by AEONMALL and legal regulations.

In all cases, AEONMALL or Shipping Units, Payment Service Providers may refuse to provide services for orders that the Seller fails to ensure the required documents as mentioned above.

3.             Product Delivery and Packaging

Depending on the Customer's selection, the product is delivered to the Customer by one of the following methods:

·       For product in physical form, the Customer chooses one of the following 3 methods:

(i).     The Shipping Unit will pick up the product at the address agreed upon by the Seller and AEONMALL (“Seller’s Address”) within 03 (three) days from the date the Seller confirms the Order and proceed to deliver to the Customer according to the Delivery Policy;

(ii).  The Customer directly picks up the goods at the Seller's Address at AEON MALL Shopping Mall within a maximum of 07 (seven) days from the date the Seller confirms the order and has prepared the product in accordance with the order in a state ready to be handed over to the Customer. The Seller must confirm the successful order on the Seller management system of the Marketplace within a maximum of 01 (one) day from the date of completion of handing over the product to the Customer.

(iii).With AEONMALL's consent, the Seller delivers the product to the Customer according to an agreement with AEONMALL. The Seller is responsible for packing and delivering the product to the Customer using the Seller's delivery service and updating the delivery status on the Seller management system of the Marketplace. The delivery time and update on the Seller management system are stipulated as follows: the delivery start time and updating “Delivering” status within 03 (three) days from the date the Seller confirms the order, the successful delivery to the Customer and updating “Successful delivery” status within 07 (seven) days from the date of updating “Delivering” status.

·       For products in the form of electronic vouchers, electronic discount codes, electronic membership cards, etc.: the code will be sent to the Customer via email or phone message or displayed in the Order details.

The Seller must pack the product completely when the Shipping Unit or Customer comes to pick it up. The Shipping Unit may refuse to transport orders that do not meet the packaging standards issued by AEONMALL from time to time, and the Seller will bear all losses, costs, and damages arising from this.

The Seller will bear all product packaging costs for delivery to the Customer.

AEONMALL may limit the locations where the Seller can deliver products sold on the Marketplace.

III.        Order Cancellation

1.             Order Cancellation Cases

a.    Seller Cancels Order:

Upon receiving order information placed by the Customer on the Marketplace, the Seller may select “Cancel order” on the Order Details page if the item is out of stock or does not meet quality standards. The order will be canceled by the Marketplace and notified to the Customer.

b.   Customer Cancels Order:

The Customer can only request order cancellation when:

·       The order is in “Awaiting confirmation” status.

·       When the order is in “Awaiting pickup” status and has not been delivered to the Shipping Unit, the request will need to be responded to by the Seller.

·       When the Order has transitioned to “Delivering” status, the Customer cannot cancel the order.

c.    Marketplace Cancels Order:

Order will be automatically canceled in the following cases:

·       AEONMALL/Seller's staff cannot contact the Customer to confirm the Order as mentioned in Section 1 above.

·       The Seller does not handle issues related to the order within the time specified by AEONMALL's Policies, including but not limited to order placement request, order cancellation, and order handover to the Delivery Unit.

·       Orders cannot be delivered to the Customer in the following cases:

• The Delivery Staff cannot contact the Customer at the time of delivery, or the Customer refuses to receive the goods.
• The Customer does not pick up the goods directly at the Seller's Address within the stipulated time.

·      When the services connected to the Marketplace, such as delivery services, are temporarily interrupted during the order’s required time.

·      Other cases stipulated in AEONMALL's Policies.

2.             Instructions for Handling Order Cancellation Request from Customer

The Seller checks the list of orders with cancellation requests in the Canceled Order section, the Seller selects “Agree” or “Reject” the Customer's cancellation request within 01 (one) day from the date the Customer sends the cancellation request:

Note:

-       If the Seller agrees to the Customer's cancellation request:

·      Please do not continue preparing and delivering this order.

·      If the Customer wants to repurchase after the Seller has agreed to cancel, please DO NOT deliver the agreed canceled order and ask the Customer to place a new order.

·      The refund process (for prepaid orders) will be automatically performed by the Marketplace; the Seller does not need to take any further action.

-       If the Seller rejects the order cancellation:

·      The order will no longer be in the Canceled Order section.

·      The Seller should proceed to prepare and deliver the goods according to the specified time.

·      The Seller should only reject the cancellation request when the goods have been handed over to the Shipping Unit.

IV.        Undelivered Orders (Unsuccessful Delivery)

1.             Cases of Unsuccessful Delivery

An order is considered as unsuccessful delivery when:

·       For standard delivery method: The Shipping Unit has made efforts to deliver the parcel to the Customer’s delivery address at least once per day and a maximum of 3 times but cannot contact the Customer via the phone number registered in the order according to the correct process, and then the Customer does not respond to the Marketplace notification within 48 hours from the time the Shipping Unit fails to contact the Customer.

·       For express delivery method: The Shipping Unit has made efforts to contact a maximum of 3 times (the first call should be made at least 10 minutes apart from the last call) to deliver the parcel to the Customer but cannot contact the Customer via the phone number registered in the order according to the correct process.

In case of unsuccessful delivery as mentioned above, AEONMALL will automatically cancel the Order and refund the Customer according to the regulations in Types of AEONMALL VIETNAM E-commerce Marketplace Fees. The Shipping Unit will transport the parcel of the unsuccessful delivery back to the Seller.

2.             Seller Receiving Back Unsuccessful Delivery

For unsuccessful order according to the Delivery Policy, the Seller agrees to receive back the product following the procedures and guidelines stipulated in the Delivery Policy published on the Marketplace.

In case the Delivery Unit fails to return the product: Within 02 (two) days from the date AEONMALL informs and the Seller still refuses to receive the returned product without a reasonable reason, it is understood that the Seller has abandoned the ownership of the product, and AEONMALL will have full authority to handle the product and not address any complaints from the Seller.

3.             Fees Arising from Unsuccessful Delivery Orders

In the case of unsuccessful Order:

• For Cash on Delivery (COD) payment method: The Seller agrees: (1) to pay AEONMALL the costs arising from the transportation of the product to the Customer and from the Customer back to the Seller’s Address; and (2) to compensate AEONMALL for any costs, expenses, and damages arising from or related to the transportation of the product, except for unsuccessful orders due to the fault of the Shipping Unit.
• For online payment methods: AEONMALL will refund the remaining amount from the Order to the Customer on behalf of the Seller after deducting the costs arising from transporting the product to the Customer and from the Customer back to the Seller’s Address. The Seller agrees to compensate AEONMALL for any costs, expenses, and damages arising from or related to the transportation of the product, except for unsuccessful orders due to the fault of the Shipping Unit.

AEONMALL does not charge the Operating Fee for these orders as stipulated in the E-commerce Service Contract. If AEONMALL has already collected the Operating Fee, AEONMALL will refund it to the Seller in the next settlement period.

In the case that an order cannot be delivered due to a fault of the Shipping Unit, compensation for damages and handling of the order are specifically stipulated in the Delivery Policy published on the Marketplace.

4.             Complaints

Any complaints or disputes related to delivery will be resolved in accordance with the Dispute And Complaint Settlement Procedure, and Delivery Policy. In all cases, the final decision lies with AEONMALL.

Complaint period:

(i).          Damaged product:

·      With standard delivery method: If the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to jointly inspect the returned product with the Delivery Staff to determine the product's condition at the time of handover and receipt. Within 02 (two) days from the date the Shipping Unit updates the status to "Successful return," the Seller needs to file a complaint on the Seller management system.

·      With express delivery method: If the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to jointly inspect the returned product with the Delivery Staff to determine the product's condition at the time of handover and receipt. Within 05 (five) hours from the time the Shipping Unit updates the status to "Successful return," the Seller needs to file a complaint on the Seller management system.

(ii).       Not actually receiving the Parcel:

·      With standard delivery method: If the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to monitor the return parcel status. Within 05 (five) days from the date the Shipping Unit updates the status to "Return", or after 02 (two) days from the date the Shipping Unit updates the status to "Successful return" but the Seller has not actually received the parcel, the Seller needs to file a complaint on the Seller management system.

·      With express delivery method: If the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to monitor the return parcel status. Within 15 (fifteen) hours from the time the Shipping Unit updates the status to "Unsuccessful delivery", or after 05 (five) hours from the time the Shipping Unit updates the status to "Successful return" but the Seller has not actually received the parcel, the Seller needs to file a complaint on the Seller management system.

Channels for receiving complaints about delivery: The Seller can submit complaint in accordance with the Dispute And Complaint Settlement Procedure, or the hotline:

·      AEON MALL Hai Phong Le Chan Shopping Mall - Hotline: 0225 3525 888

·      AEON MALL Binh Duong Canary Shopping Mall - Hotline: 0274 6259 333

·      AEON MALL Ha Dong Shopping Mall - Hotline: 0243 7576 999 (ext. 135)

·      AEON MALL Binh Tan Shopping Mall - Hotline: 190063692

Operating hours: from 08:30 - 22:00 daily from Monday to Sunday.