I. Complaint Resolution Procedure
Resolution timeframe: in accordance with the current published postal service quality standards.
1. Filing a Complaint
Customers may file a complaint through any of the following channels:
- In person or by mailing to address: 28 Duong so 6, Phuong 10, Quan Tan Binh, Ho Chi Minh City
- By phone: +65 9674 4446
- By email: support@shipx.asia
ShipX (formerly known as SG Link) will issue a complaint receipt ticket immediately upon receiving the complaint, within no more than 5 business days. In case of rejection, ShipX will notify the complainant of the reasons within 5 business days.
2. Processing a Complaint
The Customer Care Department will verify the complaint details, prepare a resolution report, and submit it for director approval. ShipX will notify the complainant of the result in writing.
3. Customer Response
If the complainant does not receive a response within the specified timeframe, or does not agree with the resolution, they have the right to request dispute resolution. All parties shall actively seek resolution through negotiation and mediation. If the dispute cannot be resolved independently, it may be referred to the competent People's Court.
4. Complaint File Storage
All complaint records are stored by the Customer Care Department, including: the complaint letter, receipt ticket, supporting documents, minutes, resolution reports, and written notification of results.
II. Complaint Timeframes
- Lost or delayed shipments: Within 6 months from the end of the full transit period
- Damaged, tampered, or other shipment issues: Within 1 month from the delivery date
- Complaint resolution deadline: Within 3 months from the date the written complaint is received
- Compensation payment deadline: Within 30 days after liability is determined
III. Compensation Liability
Cases Eligible for Compensation
- Late delivery: ShipX will refund the full service fee for the shipment
- Partial loss, damage, or tampering: Compensation is based on actual damages, not exceeding the maximum liability cap
- Total loss, damage, or tampering: USD $9 per kilogram (calculated in 500g increments; any fraction is rounded up to 500g), with a minimum of USD $30 per shipment, plus a full refund of the service fee
Exemptions from Liability
ShipX shall not be liable for compensation in the following cases:
- Damage caused by the sender's own fault, or by the inherent nature or defects of the shipment contents
- The sender cannot provide proof of shipment, damage, or tampering
- The shipment has been delivered and the recipient raised no objection at the time of receipt
- The shipment was confiscated or destroyed in accordance with applicable laws
- The sender did not comply with ShipX's complaint filing procedures