Dispute Resolution

As both the platform operator and logistics service provider, ILSI acts as:

• Intermediary Mediator: Receiving and handling complaints between Buyers and Suppliers.
• Direct Liability: Fully responsible for incidents related to transportation and cargo loss occurring during ILSI’s operational processes.

Customers must submit claim requests via the system within:

• 03 working days from receipt for external defects (breakage, shortage, wet packaging).
• 30 days from receipt for product quality defects (internal damage, mismatch with samples).

• Step 1 – Reception: The system records the claim along with evidence (photos/videos of the scene, delivery record/POD with the driver’s signature).
• Step 2 – Investigation: ILSI cross-checks warehouse camera footage and weight data, and works with the Supplier within 3-5 working days.
• Step 3 – Determination & Compensation:
  • Shipping Fault: ILSI compensates based on the declared value or cargo insurance.
  • Supplier Fault: ILSI assists the buyer in negotiating for Returns or Refunds. The payment will be held (Escrow) and not transferred to the Supplier until the dispute is fully resolved.

In case negotiation fails, the dispute will be settled at the Vietnam International Arbitration Centre (VIAC) in accordance with Vietnamese law (or according to the signed foreign trade contract terms).