WORKING PROCEDURES & POLICY SALES
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CUSTOMER COMMITMENTS AND STANDARD SERVICE
Our Customer Commitments and Service Standards provide us with a standard of service delivery that ensures our customers, who are at the heart of our business.
**Customer Commitments:**
– Excellent and Stable Quality with on-time Delivery
– Commit to respond within 2 working hours
– Commit to compensate 100% value of defective goods
**Service Standards:**
HAPLAST would like to serve customers with all HEART:
– **H:** High Speed: Response and provide information to customers promptly
– **E:** Excellent execution: Perform with concentration, accuracy, and effectiveness
– **A:** Attention: Carefully listen and focus on execution
– **R:** Responsibility: Ethical working and take responsibility
– **T:** Thankfulness: Express gratitude by doing acts of kindness
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SALES PROCEDURES
Customer Service Number 24/7 support: +84 326323836.
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POLICY AFTER SALES
Buyer should inform Seller detailed errors in writing and show all proofs via email to prove that the fault is apparent, including videos, images, report, barcode & tracing number on the cartons/bales/packages within 15 days from date of receiving the cargo. Seller should check again with production or use a third party (such as SGS, Intertek, etc.) to inspect the shipment at the Buyer’s warehouse and, based on the provided proof, compensate the Buyer reasonably.
1. **INACCURATE QUALITY:** Quality of bags is worse than approved samples. Specifications of bags (size, thickness) are inaccurate according to the sales contract (exceeding the tolerance from +/-3% to +/-10% depending on the agreement in the contract). Seller compensates immediately to the customer by reproducing the quantity of all error bags, shipping them to the Buyer, and offering a discount voucher for the next order.
2. **LATE DELIVERY:** Delivery time is late compared to the date signed in the sales contract (by more than 1 week). If Seller delivers the goods later than the sales contract without approval from the Buyer after the first week from the signed date of delivery, the Seller must compensate the Buyer 0.03% of the total contract value for each day of delay. If the contract is signed for more than 2 containers, the compensation amount is calculated based on the delivery time of each shipment and is 0.03% of the total value of each shipment.
3. **LOOSE-LOADED CONTAINER:** The container is loose-loaded (the space for loading the shipment is free by more than 20% in the container). After receiving all proofs from the Buyer and confirmation from the Seller to prove that the container is loose-loaded, the Seller will immediately compensate the customer by paying 20% of the total value of the actual freight cost for the shipping agent at the real time of loading.
4. **UNWELL PACKING:** The pallets are poorly packed, resulting in boxes being spilled down and broken. After receiving all proofs from the Buyer and confirmation from the Seller to prove that the carton boxes are broken due to poor packing, the Seller will compensate the Buyer the total repackaging fee.
Customer Service Number 24/7 support: +84 326323836 for any assistance.
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SIGNATURES & COMPANY STAMP
