Process of handling appeals by VTC Pay e-Wallet

When a complaint is sent to , VTC  Pay must follow these steps :
Step 1 : To receive complaints .
Personnel handling complaints and complaint details check claims grounded and reasonable or not , then perform processing complaints :
1 . If the complaint is unfounded , the complaint is not clear content , " junk " status updates , the complaint is " Ended " - Reject the complaint .
2 . If the complaint is groundless , then select "Accept complaints handling ."
- Then , the system sends an email notification to the complainant of their complaint was accepted treatment .
- At the same time , the complaint process to call for both buyers and sellers to grasp the situation , then record the content into the history of the complaint process .

Step 2 : If the complaint handling complaints accepted .
1 . In case the transaction complained of payment transactions custody :
- If the transaction status is " Verified OTP , pending transfer " , the complaint process conducted Lock or freeze the account of the beneficiary upon request after complaints were reviewed .
Then , the system will send email and SMS notification to the buyer and seller know the transaction is locked or blocked account .
Complaints are resolved , the grievance process will be allowed to open locks or Cancel Blockade account . At this point , the system will send email and SMS notification to the buyer and seller know the transaction has been unlocked or blocked account is canceled .
- If the transaction status is " Successful transaction " , the appeal process must be carried out or freeze an account Blockade of recipient upon request after complaints were reviewed
The system will send email and SMS notification to the complainant and the complainant was known to have been frozen account or an account blocked .
After ending complaints , complaint handlers can cancel blockade freeze or cancel your account. Then , the system will send email and SMS notification to the complainant and the complainant was known to have been canceled account freezing an account is canceled or frozen .
2 . In case the transaction is a transaction complained of immediate payment and transaction status is " Successful transaction " .
- The implementation process complaints freeze 1 Blockade account or the account of the complainant was based on the complainant's request after it has been reviewed .
- The system will send email and SMS notification to the complainant and the complainant was frozen accounts have 1 account or accounts were frozen .
- When finished complaints , complaint handlers can cancel blockade freeze or cancel the account and the system will send email , SMS to the complainant and the person complained that the transaction has been canceled or frozen assets Terms blockade has been canceled .

Step 3 : Monitor and handle complaints .
The complaints process must regularly check the complaints are processed , can call or send an email to the buyer and the seller to ask about the status and progress of the settlement between the two sides . Then record your assessment in the history of the complaint process is known to the parties