Unsuccessful delivery occurs when the Shipping Unit is unable to deliver the parcel to the Customer. This may be due to various reasons, such as the Customer refusing to receive the parcel, the Customer’s address being incorrect, or multiple failed delivery attempts, etc.

I.              An Order Is Considered Unsuccessfully Delivered When

·      For standard delivery method: The Shipping Unit has attempted to deliver items to the Customer at the delivery address at least 01 (one) time per day, and maximum 03 (three) times but has not been able to contact the Customer through the phone number that Customer registered in the Order according to the correct process and thereafter, the Customer did not respond the delivery notification from the Marketplace within 48 (forty-eight) hours from the time the Shipping Unit failed to contact the Customer.

·      For express delivery method: The Shipping Unit has made up to 03 (three) attempts (with the first call being no more than 10 minutes after the last call) to deliver the parcel to the Customer. The Customer could not be reached via the phone number registered in the Order.

In these cases, AEONMALL will automatically cancel the Order and refund the Customer. The Shipping Unit will return the unsuccessful delivery parcel to the Seller.

II.           Instructions for Seller to Receive Unsuccessfully Delivered Orders

Upon receiving the returned parcel, Seller can co-check the items in the parcel with the shipper and decide the next steps based on the condition of the parcel:

1.             For parcels with items still intact and undamaged:

The Seller selects "Received" in the "Order Details".

2.             For parcels with damaged, lost items, or parcels not actually received by the Seller:

The Seller selects "Complaint" in the "Order Details" on the Seller's management system.

⚠️ Note: Parcels returned to Seller due to unsuccessful delivery are different with those returned due to return/refund request.

a.    Complaint Deadlines

(i).     For damaged product:

-       For standard delivery method or Seller's self-delivery:

·       Within 07 (seven) days from the date the Customer receives the parcel and the Shipping Unit or the Seller updates the status "Delivery successful" (in case the Customer complains) or;

·       In case the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to co-check the returned product with the shipper to determine the product condition at the time of handover and receipt. Within 02 (two) days from the date the Shipping Unit updates the status "Return successful", the Seller needs to file a complaint on the Seller Management System (in case the Seller complains).

-       For express delivery method:

•       Within 24 (twenty-four) hours from the time the Customer receives the parcel and the Shipping Unit updates the status "Delivery successful" (in case the Customer complains) or;

•       In case the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to co-check the returned product with the shipper to determine the product condition at the time of handover and receipt. Within 05 (five) hours from the time the Shipping Unit updates the status "Return successful", the Seller needs to file a complaint on the Seller Management System (in case the Seller complains).

(ii). Not receiving the parcel in reality:

-       For standard delivery method or Seller's self-delivery

·      Within 07 (seven) days from the date the Shipping Unit or the Seller updates the status "Delivery successful" but the Customer has not actually received the parcel (in case the Customer complains), or;

·      In case the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to track the returned parcel status. Within 05 (five) days from the date the Shipping Unit updates the status "Return", or within 02 (two) days from the date the Shipping Unit updates the status "Return successful" but the Seller has not actually received the parcel, the Seller needs to file a complaint on the Seller Management System (in case the Seller complains).

-       For express delivery method

·      Within 24 (twenty-four) hours from the time the Shipping Unit updates the status "Delivery successful" but the Customer has not actually received the parcel (in case the Customer complains) or;

·      In case the Shipping Unit fails to deliver and returns the parcel to the Seller, the Seller needs to track the returned parcel status. Within 15 (fifteen) hours from the time the Shipping Unit updates the status "Unsuccessful delivery", or within 05 (five) hours from the time the Shipping Unit updates the status "Return successful" but the Seller has not actually received the parcel, the Seller needs to file a complaint on the Seller Management System (in case the Seller complains).

Channels for receiving complaints about delivery: Customer, Seller can file complaints according to the Dispute And Complaint Settlement Procedure, or Hotline (support time from 08:30 - 22:00 from Monday to Sunday) at the following information:

·      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

b.   Evidence when filing a complaint

When filing a complaint or upon request from AEONMALL, depending on each case, the Seller needs to provide the following information to AEONMALL:

-       Order code/shipment code and a photo or original Receipt with full signatures.

-       Photo/Video of the parcel's packaging condition when the parcel is returned to the Seller.

-       Photo/Video of the original parcel packaging condition when the Seller hands over it to the shipper according to the Delivery Policy, or the initial product/parcel packaging condition when the Seller sent it to the Customer in case the Customer self-delivery.

-       Photo/Video of the damaged part of the product making it unusable or inoperable normally.

-       Video of the packing process, ensuring it shows that the Seller packed the product according to the Delivery Policy, pasted and/or wrote on the parcel containing the product with full and correct Order information as required by the Delivery Policy. Other evidence as requested by AEONMALL (if any).

Note:

-       AEONMALL only supports Customer, Seller, and/or Shipping Unit to resolve complaints and disputes related to product delivery; therefore, the above-mentioned parties will be primarily responsible for resolving these complaints and disputes. Unless there are other regulations or agreements between AEONMALL and the above-mentioned parties, AEONMALL will not be responsible for any errors, violations of AEONMALL's Policies or the law, damages, losses of any above-mentioned parties arising from complaints and disputes related to product delivery.

-       AEONMALL has the right to refuse to support complaint handling about delivery and/or exempt compensation liability according to the Delivery Policy and any other responsibility in case: (i) Customer/Sellers violates the regulations of the Delivery Policy, and/or violates the relevant laws related to product delivery; and (ii) Seller complains about the delivery and/or the shipping unit chosen by the Seller in case the Seller self-delivery according to the Delivery Policy.

-       Seller must keep the Receipt according to the instructions to serve as evidence when complaints, disputes about parcel and/or product loss arise.

3.             In Case The Shipping Unit Cannot Return The Unsuccessful Delivery Order To The Seller

This situation occurs when the Shipping Unit cannot contact the Seller and/or the Seller refuses to receive the returned parcel due to unsuccessful delivery to the Customer.

In this case, the shipper will contact AEONMALL, and AEONMALL will receive the returned parcel on behalf of the Seller; however, AEONMALL will be exempt from all responsibilities related to the goods in the parcel. Within 02 (two) days from the date AEONMALL notifies and the Seller still refuses to receive this order without a valid reason, it will be understood that the Seller has abandoned the ownership of the product and AEONMALL will have full authority to handle the product and not deal with any complaints from the Seller.