FEEDBACK AND COMPLAINT HANDLING PROCEDURE

FEEDBACK AND COMPLAINT HANDLING PROCEDURE

Contact channels

Hotline: 1900277255.

Live chat through Zalo (the ‘Contact sales’ channel on shopcare.vn).

Support email: support@gostream.vn.

Handling process

Submit feedback or a complaint through one of the above channels with a specific description of the issue, such as a feature error, incorrect charge, or TikTok Shop connection problem. We will acknowledge and respond within 05 working days.

Resolution time

We provide an initial response within 05 working days. The maximum resolution period is 30 days from receipt; complex cases may take longer, but no more than 60 days.

If the parties cannot agree on a resolution

The parties prioritize negotiation and mediation. If no agreement is reached, the dispute will be referred to a competent People's Court. You also have the right to complain to consumer protection authorities in accordance with the law.