1. Support channels
| Channel | Details | Scope |
|---|---|---|
| Hotline | 1900 99 88 80 | Orders, delivery, returns and product incidents requiring priority support. |
| bod@babyboss.com.vn | Complaints, payment, personal data, partnerships and submissions with attachments. | |
| Contact form | https://babyboss.vn/en/contact | General enquiries, callback requests and non-urgent support. |
| Policy centre | https://babyboss.vn/en/policies | Transaction terms, rights and obligations, prices, payment, delivery and refunds. |
| Official Zalo | Link displayed on babyboss.vn | Quick communication; trust only the account linked from the official website. |
2. Availability and response periods
Forms and email can be received 24/7 and are handled by staff on working days. Baby Boss acknowledges receipt within 1 working day and provides an initial response within 2 working days. The detailed resolution periods in the complaints policy apply.
3. Information to prepare
- The order code or data that identifies the transaction, together with the name and contact details used.
- A concise description, when the issue arose, photos, video or documents, and the requested outcome.
- For a partnership enquiry: the type of need, area, scale, expected timing and company name where applicable.
4. Safety and verification
- Do not send a password, OTP, PIN, CVV or complete card information through chat, email or telephone.
- Do not transfer money to a personal account or link that is not confirmed at checkout or in a notice tied to an order code.
- Baby Boss may verify identity before disclosing order information or handling a personal-data request.
- Communications may be retained to resolve the request, control quality and prevent fraud or disputes under the privacy policy.
5. Escalation
The support team handles routine requests. Quality or safety issues are escalated to the specialist team; a valid transaction is reconciled with the relevant bank or actual payment provider; delivery with the actual carrier; personal data with the responsible person or team; and a complex matter with management or legal advisers. The customer receives updates appropriate to the matter.
6. Support for a user with a disability or access difficulty
A user who cannot use a form or checkout may request help through the hotline or email. Within practical limits, Baby Boss can provide policy content again, verify an order and receive the request through a suitable method.
Effect, changes and dispute resolution
These terms are governed by Vietnamese law. Baby Boss may update them when its functions or the law changes; a new version must be dated, made easy to access and must not remove rights already arising from an earlier transaction. Disputes are first addressed through negotiation and may then be resolved through mediation, arbitration, the courts or another competent authority.