Refunds: when they apply, where they go, and how to withdraw

This article explains the cases where money is refunded to your Suzuki account, where the money will go, common processing times, and how to withdraw money to a bank account.

When refunds are issued

• A proxy-buying order cannot be purchased because it is out of stock, the seller cancels, or it is rejected: the link is canceled and the held money is refunded to your Suzuki Balance.
• Surcharges due to the seller increasing the price: you may refuse to pay. In that case, the link is canceled and the money is refunded to your Suzuki Balance. For Yahoo! Auctions only, surcharges are mandatory.
• Items rejected before purchase or before bidding because they belong to a prohibited or restricted category, or require inspection but are not approved: the money is refunded to your Suzuki Balance.
• Auction deposit: when eligible, click "Withdraw deposit" ("Rút cọc") to move the deposit to your Suzuki Balance.
• Claims for loss, damage, or post-delivery issues: the refund or compensation amount, if any, is reviewed based on the cause, evidence, and item value. You need to submit your documents in "Claims/Feedback" ("Khiếu nại/Góp ý") or send a chat message.

Where refunds go

Refunded money is added to Suzuki Balance in your account. This balance is denominated in Vietnamese dong and can be used to pay charges on Suzuki, such as item payments, surcharges, international shipping fees, or other related fees.

Suzuki Balance cannot be transferred to another account and does not earn interest. Available balance is the balance after deducting money currently held for orders not yet completed and withdrawal requests being processed. Auction deposit is kept separate and is not included in the available balance.

How long refunds take

For canceled proxy-buying orders, most refunds are issued as soon as the link is canceled. If Suzuki must wait for the marketplace or seller to issue a refund, it may take longer and Suzuki does not commit to a specific number of days.

For post-delivery claims, Suzuki needs to review the documents, cause, and evidence before announcing the result. If there is a refund or compensation, Suzuki will notify you on a case-by-case basis.

1. 1

   Check the refund

   Go to the account page to view your transaction history. If there are still amounts that need to be paid, you can check them in "Payment Management" ("Quản lý thanh toán").

2. 2

   Prepare to withdraw money

   Make sure you have no unpaid amounts remaining, such as unpaid auction orders, shipping fee invoices, surcharges, or advance payments.

3. 3

   Create a withdrawal request

   Go to "Withdrawal History" ("Lịch sử rút tiền") and create a withdrawal request to your bank account. Only the Vietnamese dong wallet can be withdrawn.

4. 4

   Wait for approval and bank transfer

   Withdrawal requests are approved manually by staff. Requests are usually approved within 48 hours and transferred within approximately 7 business days.

Withdrawal conditions and limits

• The minimum withdrawal amount is 50,000 VND per request.
• The maximum withdrawal amount is 20,000,000 VND per request.
• You may withdraw up to 30,000,000 VND and 3 requests per day.
• Suzuki does not charge a withdrawal fee.
• Withdrawals cannot be made if there are unpaid amounts or outstanding advance payments.