Complaints handling

How to contact us

Send feedback to [email protected] or call 0832 677 293 for guidance. Contact address: 161/1-3 Cong Hoa Street, Bay Hien Ward, Ho Chi Minh City, Vietnam. For matters requiring document checks, email is preferable so there is a record of the correspondence.

Information to include

Describe events in order, identify the issue to clarify and state your proposed resolution. Send only relevant documents and conceal other people's information where it is not needed.

• Name, company and a contact channel for our response.
• Shipment, quotation or contract reference, if available.
• Time, location and description of the incident.
• Handover documents, photographs and relevant correspondence.

Coordinating a response

SEALLOGS receives the report, identifies a contact and asks for additional information where needed. The parties then review the service scope, documents and actual circumstances to discuss a resolution.

Processing time depends on the nature of the matter and the information to be verified; progress should be discussed with the sender. This website does not set a universal deadline that replaces contractual or legal deadlines.

Discrepancies at handover

If packages are missing or damage is suspected, promptly record the issue within the scope of the check, retain documents and notify the responsible contact. Responsibility needs to be established from the records, handover timing and service conditions.

Compensation requests, notice periods and supporting evidence need to be assessed under the contract, carriage conditions, insurance if any, and applicable requirements. Not every report leads to the same level of compensation.

Outcome and further discussion

The findings and proposed resolution are communicated through the agreed contact channel. If you disagree, you can provide further evidence or request review of points that remain unclear. Dispute-resolution rights under the agreement and applicable law remain unaffected.