1. The Seller is directly responsible for handling complaints and assisting the Buyer regarding their product and service transactions with the principle of "dedicated, professional, and attentive customer care." If a dispute arises and the two parties cannot resolve it themselves, Cymart encourages negotiation and mediation to maintain member trust in Cymart's service quality, following these steps:
• Step 1: The Buyer submits a complaint about the product or service via email to hotro@cymart.vn or the Contact section on the Cymart.vn website.
• Step 2: Cymart's customer service department will receive the Buyer’s complaints and forward them to the Seller. Depending on the nature and severity of the complaint, Cymart will take specific measures to assist the Buyer in resolving the dispute. For transactions on Cymart's e-commerce platform involving more than two parties, Cymart will be the point of contact for resolving Buyer complaints.
• Step 3: If the issue is beyond Cymart's capacity and authority, the Buyer can request the matter to be resolved by a competent state authority.

2. Cymart respects and strictly complies with legal regulations on consumer rights protection. Therefore, Sellers are required to provide complete, accurate, truthful, and detailed information about the products when listing them on Cymart’s e-commerce platform. Any fraudulent or deceptive business practices will be condemned and fully accountable under the law.

3. Both Sellers and Buyers are responsible for actively resolving the disputed issue. The involved parties must provide documents and evidence related to the conflict. Cymart will supply relevant information to the parties involved in the dispute if requested.

4. After the dispute is resolved, the parties must inform Cymart. If a transaction conflict is the Seller's fault, Cymart will issue a warning, temporarily suspend the account, lock the account, or report to the competent state authority depending on the severity of the violation. Cymart may terminate and remove all postings about the violating Seller’s products on the e-commerce platform. The Seller must compensate the Buyer satisfactorily based on mutual agreement.

5. If disputes arising from the transaction cannot be resolved through negotiation, the parties have the right to seek intervention from a competent state authority to ensure their legal rights.