How to submit a claim after receiving your goods

If there is a problem with the goods after receipt, you can submit a claim in your account or chat with Suzuki. You should submit it soon after receiving the goods so that checking the evidence is easier.

Types of claims you can submit

In the "Claims/Feedback" ("Khiếu nại/Góp ý") section, select the type of content that matches the issue you need to report.

• Lost/damaged.
• Delivery time.
• Shipping fees.
• Quotation/create order.
• Auction.
• Service attitude.
• Feedback.
• Other request.

How to submit a claim

1. 1

   Open the claim section

   Log in to your account and go to the "Claims/Feedback" section. If it is not convenient to do this in your account, you can chat with us for support.

2. 2

   Select the issue type

   Select the correct claim type, for example lost/damaged, delivery time, shipping fees, quotation/create order, or auction.

3. 3

   Enter order information

   Enter the related order code or package code. Briefly describe the issue: the goods are damaged, a package is missing, delivery is delayed, the shipping fee is incorrect, or there is another matter that Suzuki needs to check.

4. 4

   Attach documentation

   Send photos, videos, and related information. For damage or missing goods, you should have a continuous video recorded while opening the package, photos of the packaging, and the label.

5. 5

   Submit and track the response

   After submitting, track the response in the channel where you submitted the claim or via chat. If Suzuki needs more information, you should add photos, videos, or a description so that there is sufficient basis for review.

Documentation you should prepare

• The related order code or package code.
• Photos and a continuous video recorded while opening the package, especially when reporting damage, missing goods, or incorrect condition.
• Photos of the packaging, shipping label, and the external condition of the package.
• A clear description of the issue: when it was discovered, how the goods were affected, and which part needs to be checked.

How Suzuki reviews claims

The review depends on the stage where the issue occurred, the evidence, and the value of the goods. Before the goods arrive at the Japan warehouse, delivery and receipt are the responsibility of the seller and the Japan domestic carrier; Suzuki supports working with the seller or marketplace. From when the goods are received into the Japan warehouse until they leave the Vietnam warehouse, Suzuki reviews its own responsibility. When the Vietnam domestic delivery provider is holding the goods, that delivery provider's policy applies and Suzuki supports the claim.

The compensation amount, if any, is reviewed based on the cause, evidence, and value of the goods. You should keep the packaging, labels, and goods intact until the inspection is complete.