PCS is committed to protecting customer rights with a clear and transparent compensation policy. In the event of unexpected incidents, we will carefully assess the situation and offer the most appropriate compensation plan for the customer. The handling process is conducted promptly, fairly, and fully dedicated to customer service.
1. Compensation principles
- Compensation for direct damages is carried out based on the service contract. PCS does not provide compensation for indirect damages beyond the contract or loss of anticipated profits due to service quality issues unless explicitly agreed upon by both parties.
- If a shipment is lost, damaged, or entirely tampered with, compensation will be provided according to the regulations applicable to each service type.
- Compensation will be paid to either the sender or the recipient, as designated by the sender.
- If a shipment is partially lost or damaged, the compensation amount is calculated as follows:
Compensation Amount = (Percentage of lost/damaged weight) × (Applicable compensation Rrte)
2. Complaint filing deadline
- 6 months from the delivery completion date for complaints about lost shipments or delays exceeding the announced delivery timeframe. If no delivery timeframe is announced, the deadline is counted from the day after the shipment was accepted.
- 1 month from the delivery date for complaints related to damaged shipments, incorrect fees, or any other issue directly related to the shipment.
3. Complaint resolution timeline
- Up to 2 months for domestic services.
- Up to 3 months for international services.
The resolution timeframe is counted from when PCS receives a formal written complaint. The right to dispute resolution will no longer be valid if a complaint is not filed within the specified period.
4. Compensation policy
PCS follows the compensation limits established for express postal services.
4.1 Compensation for Domestic Shipments
- For delayed deliveries caused by PCS: The shipping fee will be fully refunded.
- For lost or entirely misplaced shipments due to PCS: Compensation equals four times the shipping fee paid.
- For partially lost or damaged shipments due to PCS's fault, the compensation amount is calculated as follows: aged shipments due to PCS’s fault, the compensation amount is calculated as follows:
Compensation Amount = (Percentage of lost/damaged weight) × (Compensation rate)
Where:
+ The percentage of lost/damaged weight is determined based on an official inspection report confirmed by the sender.
+ The compensation rate is four times the shipping fee at shipment acceptance.
4.2 Compensation for International Air Shipments
- For delayed deliveries caused by PCS: The shipping fee will be fully refunded.
- For lost or completely misplaced shipments due to PCS: After refunding the shipping fee, the customer will be compensated a minimum of 1,000,000 VND per shipment or 300,000 VND per kilogram (calculated per 500g, with any fraction rounded up to 500g).
4.3 Full Compensation (100% of Declared Goods Value)
This applies only if the customer has purchased shipping insurance for the shipment's declared value. PCS assists customers in purchasing shipping insurance, with the insurance fee paid by the customer. Compensation in these cases will be processed according to the terms of the insurance contract with the insurance provider.
5. Exemptions from compensation liability
PCS is not liable for compensation in the following cases:
- The shipment has been delivered correctly per the service contract and regulations.
- The customer fails to provide necessary transportation or customs clearance documents, resulting in damages such as spoilage, fines, confiscation, or delivery delays.
- The shipment is damaged or lost due to physical, biological, or chemical factors or inherent product characteristics.
- The shipment is confiscated by government authorities or seized by foreign customs due to local import/export regulations.
- Indirect damages or loss of expected profits due to shipment loss, damage, or delayed delivery.
- The customer cannot provide proof of shipment (e.g., missing shipping receipt or tracking confirmation).
- The customer cannot prove the shipment was damaged or tampered with upon delivery.
- No shipping fee refunds will be granted in cases of delays caused by uncontrollable factors, such as:
+ Weather conditions
+ Weekends, public holidays
+ Recipient unavailability at the time of delivery
+ Difficult-to-locate addresses
+ Airline technical issues
- Force majeure events: PCS is not liable for damages from accidents, natural disasters (earthquakes, floods), wars, or pandemics.
Compensation policies may be updated based on specific circumstances and service adjustments. For the most accurate and up-to-date information, please get in touch with PCS for further assistance.
