Dispute & Complaint Handling

Last updated: October 14, 2026

To ensure customer satisfaction and maintain transparent, responsive operations, PACK VISION COMPANY LIMITED ("PackVision") hereby establishes this Inquiries, Feedback & Complaint Handling Procedure.

1. Intake Channels

Customers may submit technical inquiries, service feedback, operational requests, or complaints through our official support channels:

  • Email Support: support@packvision.vn (Monitored 24/7)
  • Web Dashboard Settings: Submit support tickets directly via the PackVision web application console at https://packvision.vn/app/settings.
  • In-App Dispute & Evidence Management: For packing disputes, missing items, or damaged shipments, operators and administrators can manage claims directly inside the Web Dashboard under Recordings (select any recording to access the Dispute Management Card). Users can file claims under standardized categories (Missing Item, Damaged Item, Wrong Item, Empty Box, Other), select dispute retention periods (30, 60, 90 days), authenticate tamper-proof evidence verification codes, and resolve or reopen disputes. Aggregated metrics are tracked under Disputes.

2. Intake & Resolution Procedure

All customer requests and complaints are processed through a structured 4-step workflow:

Step 1: Receipt and Acknowledgement

  • Our customer support team logs the incoming request into our ticket management system.
  • An acknowledgement receipt is transmitted to the user within 24 business hours to confirm ticket creation and tracking details.

Step 2: Analysis and Verification

  • Upon logging, the issue is dispatched to the relevant specialized department (Engineering, Customer Operations, or Billing).
  • Specialists examine system telemetry, application logs, transaction records, or camera configurations to identify the underlying root cause.

Step 3: Proposed Solution and Agreement

  • Based on diagnostic results, PackVision presents a clear, actionable resolution plan and communicates directly with the customer.
  • Where appropriate, this may include software patches, operational configuration assistance, subscription adjustments, or invoice corrections.

Step 4: Execution and Ticket Closure

  • Our team carries out the agreed remediation promptly.
  • Once the customer confirms the issue is resolved satisfactorily, the support ticket is formally marked as completed.

3. Response and Resolution Timelines

  • Initial Response: We acknowledge and respond to inquiries as quickly as possible, and no later than 24 business hours from receipt.
  • Target Resolution Time: Most inquiries and complaints are resolved within 07 business days from receiving complete details and supporting documentation from the customer.
  • Complex Inquiries: For matters requiring in-depth technical analysis, extensive data reconciliation, or coordination with third-party service providers (such as payment gateways or cloud infrastructure partners), resolution may take longer. In such cases, PackVision proactively updates the customer regarding the status, reason for delay, and expected completion timeline.

4. Supporting Diagnostic Measures

To ensure effective resolution, PackVision may utilize the following diagnostic measures:

  • Direct Consultation: Communicating with the customer to clarify issue behavior, operational context, and business impact.
  • System and Telemetry Verification: Reviewing account status, transaction logs, and cloud relay diagnostics.
  • Requesting Supplementary Information: Where necessary, requesting relevant error screenshots, application log files, or transaction references to facilitate diagnosis.
  • Partner Coordination: Working in concert with payment gateway partners or infrastructure providers to verify transaction status and network connectivity.

Support Contact

For any feedback, operational inquiries, or complaint assistance, please contact us via email: