Complaint Handling & Dispute Resolution Policy
Last Updated: March 27, 2026Applicable to users, business clients, and partners on website https://sharemap.live. Managed and operated by SHAREMAP COMPANY LIMITED (Business Code: 0318019274).
1. Purpose & Core Principles
This document sets out the rights, duties, and SLAs for resolving user inquiries, complaints, and service tickets on ShareMap, ensuring utmost legal protection under Vietnamese regulations.
- All complaints are recorded and processed promptly, objectively, and transparently.
- Prioritizing goodwill dialogue, negotiation, and amicable settlement.
- Strict confidentiality of customer identities and complaint dossiers.
- Compliance with agreed Service Level Agreements (SLA) and e-commerce laws.
2. Scope of Inquiries & Complaints
- Map Service Outages: Map rendering latency, API call timeouts, geocoding inaccuracies, or route computation failures.
- Fleet & Location Tracking: Real-time GPS synchronization delay, historical route playback errors, or export failures.
- API Keys & Quotas: Disputes on billable request counts, package quota limits, or key activation errors.
- Billing & E-Wallet: VietQR bank deposit delays, incorrect wallet deductions, or payment reconciliation issues.
- Security Alerts: Suspected API key compromise, unauthorized login attempts to Business Admin console.
3. Official Contact Channels
- 1. Hotline: 0908184981 (Mon - Fri, 08:00 - 17:30)
- 2. Email Support 24/7: [email protected]
- 3. Web Ticket Portal: Submit via "Support" section on https://sharemap.live console with automatic Ticket ID tracking.
- 4. In-person at Headquarters: 482/51/31 Lê Quang Định, Phường Bình Lợi Trung, TP. Hồ Chí Minh, Việt Nam.
4. 4-Step Resolution Workflow
| Step | Detailed Action | Commitment (SLA) |
|---|---|---|
| Step 1: Receipt & Confirmation | Customer Support receives complaint, validates info, issues Ticket ID, and sends confirmation email. | Within 24 hours |
| Step 2: Investigation & Verification | Technical/Finance team inspects system logs, verifies bank records, and identifies root cause. | Within 48 hours |
| Step 3: Solution & Response | Fix technical bug, re-allocate quota, credit wallet balance, or issue compensation. Official response sent. | Within ~3 working days |
| Step 4: Ticket Closure | Customer validates outcome. Ticket closed upon consensus and stored for QA audit. | 24h after agreement |
5. Statute of Limitations & Deadlines
- Technical Outage Claim Period: Within 30 days from occurrence.
- Billing & Payment Claim Period: Within 60 days from transaction date.
- Complex Case SLA: Around 5 - 7 working days (when involving inter-bank reconciliation or telecom third parties).
6. Dispute Resolution Mechanism
Both parties prioritize direct negotiation and amicable conciliation. If no agreement is reached after 30 days, the dispute shall be referred to the competent People’s Court in Ho Chi Minh City, Vietnam for final judgment.