Service quality standards

I. GENERAL REGULATIONS

1. Purpose

  • The Service Quality Standards define the specific commitments of Greenffm Logistics to its customers.

  • These standards also serve as a basis for the Company to manage, evaluate, and adjust its commitments, aiming to continuously improve service quality and better meet customer expectations.

2. Scope of Application

  • These service quality standards apply to all customers of Greenffm Logistics Joint Stock Company.

II. CONTENT

1. Inbound (Receiving to Warehouse)

  • Greenffm Logistics commits to completing the inbound process within the prescribed time for goods that meet the following criteria:

    • New goods with intact labels, manufacturer seals, and a minimum remaining shelf life of 6 months (for goods under 6 months, seller confirmation is required).

    • Goods with complete and legal invoices and documents.

    • Goods labeled in Vietnamese, showing full origin and ingredient information.

    • Goods not on the list of prohibited items.

    • Goods meeting Greenffm Logistics’ published inbound standards available on the company’s website:
      👉 https://greenffm.vn/tieu-chuan-hang-hoa-luu-kho/

  • In cases where goods do not meet the inbound standards or need additional reinforcement, Greenffm Logistics provides extra packaging or strengthening services to ensure product quality during storage and transportation.

  • Greenffm Logistics reserves the right to refuse service for goods listed under restricted categories published at:
    👉 https://greenffm.vn/dieu-khoan-dich-vu/

Greenffm Logistics Operation Standards (Table 1)

Content Time Notes
Receive goods information for inbound request 24 hours Customer sends Packing List, Master Data, sub-labels (if any) 24 hours before arrival
Priority inbound 2 hours From receipt of priority notice, between 08:00–16:00 (service with extra fee)
Special priority inbound (labeling, QC, sorting, reinforcement, etc.) 4 hours From receipt of request, between 08:00–16:00 (extra fee applies)
Standard inbound (normal) 24 hours From check-in time, excluding unloading time
Special inbound (extra processing) 48 hours Inventory updated promptly to avoid impact on customer sales
Inbound report sent 4 hours After completion of inbound

2. Storage

  • Greenffm Logistics provides two types of warehouses:

    • Standard warehouse (no air conditioning)

    • Cool warehouse (maintained at 25–28°C)

  • Inventory is managed via the OMS system, updated in real-time.

  • Customers receive:

    • A quarterly stock report.

    • One free on-site joint stocktaking per year upon request.

  • Warehouses meet all safety and quality requirements, including automatic fire prevention (PCCC), flood protection, monthly pest control, and daily 5S cleaning.

  • Goods are stored in carton boxes or manufacturer packaging, always on racks or pallets, separated by expiration date, and arranged neatly according to manufacturer orientation.

  • Greenffm Logistics is not responsible for natural deterioration or goods requiring special storage conditions not covered in the service agreement.

3. Order Packaging

  • Goods are reinforced and packed following Greenffm’s standard packaging procedures, suitable for product categories such as cosmetics, fashion, FMCG, household goods, and electronics.

  • For custom packaging (branded boxes, promotional materials, gifts, etc.), Greenffm provides consulting and additional reinforcement services as needed.

4. Outbound (Shipping Orders)

  • Greenffm commits to packing and handing over goods according to internal operational standards (Table 2) for all orders with full shipping labels and information.

  • During major sales events, Greenffm ensures packaging meets e-commerce platform SLA requirements and notifies customers of any adjusted timelines.

Greenffm Logistics Operation Standards (Table 2)

Content Time Notes
B2C orders on e-commerce platforms According to platform SLA From the time system receives the order
B2C off-platform orders Standard timeline Orders before 12:00 → packed by 23:59 same day. Orders after 12:00 → packed by 15:00 next day
B2C with special requests (labeling, combo, etc.) As agreed From receipt of request
Express B2C orders (no special service) 45 minutes Between 08:00–20:00 (extra fee applies)
B2B standard orders (including return shipments) 24 hours From system receipt
B2B with special requests As agreed From receipt of request
Express B2B orders 4 hours ≤50 SKUs, ≤2000 units, before 15:00 (extra fee applies)

5. Order Cancellation

  • Orders can only be canceled before “Pending Handover” status.

  • Orders are automatically canceled and returned when carriers fail to collect within the time limit:

Content Time Notes
Auto-cancel B2C orders 72 hours If the carrier fails to collect after packaging
Auto-cancel B2B orders 96 hours If not collected after packaging

  • Orders may be extended up to 6 additional days (with storage fees) after expiration.

6. Returns (Inbound of Returned Orders)

  • Returned goods are confirmed immediately upon receipt if shipping labels are clear.

  • Qualified returns are re-stocked within the committed timeline:

Content Time Notes
E-commerce platform returns 24 hours From time of receipt
Off-platform returns 48 hours From time of receipt

  • For unidentified returns (no order info, damaged, wrong items), the system processes within 24 hours. If no response within 48 hours after notice, the items are moved to “unidentified goods” area, and Greenffm is not liable for compensation.

  • Returned goods are classified as:

    • Type A: Standard goods (re-saleable)

    • Type D1: Minor package damage, intact seal

    • Type D2: Lost seal or missing parts — managed for liquidation

    • Type D3: Fully damaged — counted by quantity only

  • D2 and D3 goods are stored max 30 days.

  • Greenffm provides video and joint inspection reports for all return orders showing signs of damage or tampering.

7. Technology

  • Customers are provided an OMS account to manage all warehouse activities.

  • Greenffm supports integration with:

    • Internal systems (ERP, OMS/WMS)

    • E-commerce platforms (Shopee, Lazada, Tiki, TikTok, Sendo…)

    • Web platforms (Haravan, Sapo, Shopify, WooCommerce…)

    • Social channels (Facebook, Zalo, Instagram…)

  • API integration with shipping partners is supported to update tracking and logistics data.

8. Transportation

  • E-commerce orders: Processed and handed over according to platform SLA.

  • Off-platform orders (own carrier): Greenffm handles packaging and handover to the customer’s carrier.

  • Off-platform orders (Greenffm carrier): Greenffm handles packing, handover, carrier selection, COD reconciliation, and supports dispute resolution to protect customer interests.

9. Working Hours

Schedule Operations Inbound/Outbound Express B2C Handling
Monday – Saturday 08:00 – 17:00 08:00 – 17:00 08:00 – 20:00
Breaks 12:00 – 13:00 and 17:00 – 17:30

  • Holiday schedules are announced 7 days in advance.

  • Services outside working hours or during national holidays are available with extra service fees.

10. Request / Complaint Handling

  • Greenffm Logistics receives and resolves customer requests via:

  • Working hours: Monday – Friday, 08:00–17:30

  • Complaint resolution time:

    • Within 15 working days from receipt.

    • Complex cases: within 2 months from complaint date.

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