1. Definition

• Wrong items sent: The product delivered to the customer is not the right one compared to the product information posted for sale on the seller’s store.

• Wrong quantity sent: The number of products delivered is different from the number of products in the order that the customer has placed. Missing items also include accessories or gifts.

2. Cases that are considered to be wrongly delivered or under-delivered

Sellers refer to specific examples of cases that are considered wrong or missing deliveries below to avoid violations.

1. Wrong items sent

• Customer ordered scented candles but received a match

• Customer ordered a Mickey shirt but received a Minions shirt

• Customer ordered Small sized jeans but received Medium sized jeans

• Customer ordered a Logitech mouse but received another brand’s mouse

2. Wrong quantity sent

• Customer ordered 2 pairs of jeans but only received 1

• Customer ordered 1 set of suit (clothes + shirt) but only received pants

• Customer’s order includes 1 hair clip and a free product is a hair pin, but the package delivered only includes 1 hair clip

3. Method of handling when the seller performs wrong items sent and wrong quantity sent

Tiki will handle violations according to regulations for sellers who committed wrong items sent and wrong quantity sent as follows:

• About the offending product: Permanently locked

• About the store: Tiki will lock down the store for a definite period or stop business cooperation permanently depending on the severity of the seller’s repeated violations based on section 3.5 – Table of violations and methods of handling violations for sellers on Tiki.vn E-commerce platform (Please use Google translate to support you).

In order to avoid the wrong items sent and wrong quantity sent violations when doing business on the Tiki e-commerce platform, you should:

• Check the product before packing and delivering to the shipping partner,

• Double check the quantity of product components (accessories and gifts) before packing

• Ensure product content is constantly updated

• Make sure product descriptions and images are accurate

• Check the product before packing

• Make sure the shipping address is correct.

4. Guide to handling cases of false complaints related to wrong items sent and wrong quantity sent

In case the Seller is complained of wrong items sent and wrong quantity sent, to prove the delivery of enough/correct products, you need to provide a product packaging video that clearly shows the following factors:

• Show the correct order information (order code, bill of lading code,…) that the customer has ordered

• Packaging time at which the order is placed

• The product is packed intact, without defects, in the correct design, and in sufficient quantity as the customer ordered

Note: If the video size is large, you can upload the video on Youtube or Google Drive in public mode, then attach the video link to Tiki via the Partner Support Department mailbox: partnersupport@tiki.vn/hotrodoitac@tiki.vn.

1. Definition

The order is sent to the customer but there are no products inside, or contains garbage, products have no use value,… is counted as empty box delivery.

2. Classification of violations

• Delivery of  empty box, no products inside

• Garbage delivery (carton pieces)

• Delivery of useless materials (elastic bands, etc.)

3. Method of handling when the seller makes empty box delivery

When receiving complaints directly from customers or related departments, Tiki will check and handle these cases as follows:

• Violation: Permanently lock the infringing product and stop doing business with the seller based on the Table of violations and methods of handling violations for sellers on Tiki.vn E-commerce platform (Please use Google translate to support you).

• No violation: The product will still be displayed normally on the Tiki e-commerce platform

Empty box delivery violation is considered the highest violation under Tiki’s regulations and policies. Therefore, you should note the following to avoid violations and unwarranted penalties:

• Do not put trash or used products in the package

• In case the seller cannot process the order due to out of stock, defective products, etc. Please use the order cancellation function so as not to violate Tiki policy nor cause bad experience for customers.

• The act of being out of stock but still confirming the order and sending the product that is not in accordance with the order is highly prohibited.

4. Instructions for handling false claims related to empty delivery

In case the Seller has fully packed the product but the customer raised that they received an empty package, please provide a video of the product packaging clearly showing the following factors for explanation when receiving sanction information from Tiki:

• Show the correct order information (order code, bill of lading code,…) that the customer has ordered

• Packaging time at which the order is placed

• The product is packed intact, without defects, in the correct design, and in sufficient quantity as the customer ordered

Note: If the video size is large, you can upload the video on Youtube or Google Drive in public mode, then attach the video link to Tiki via the Partner Support Department mailbox: partnersupport@tiki.vn/hotrodoitac@tiki.vn.