Complaints

How to send a complaint about the Soluta service, and when we reply.

Effective from: 22 October 2026.

Steps

Send your complaint by email to info@soluta.vn or call (+84) 868 236 369. State your account, the issue, when it happened, and attach evidence if any.
Soluta confirms receipt within 3 working days, by email.
Soluta reviews it and replies with the outcome within the time limit below, from receiving complete information. If more information is needed, Soluta asks you.
If you disagree with the outcome, you may continue negotiating, use mediation, contact the competent state authority, or go to court under Terms of Use, section 10. You can also report it to the Ministry of Industry and Trade at online.gov.vn.

Every complaint: receipt confirmed within 3 working days, outcome within 15 working days from receiving complete information. In addition:

Wrong or duplicate charge: any refund is paid back by the method you used, within 30 days of receiving the complete written request (Terms, section 5).
Incorrect invoice: the invoice is adjusted or replaced within 15 working days of receiving the complete file, where the law requires it (section 5).
Software or figure errors: the general time limits above.
Account limited or closed: the general time limits; Soluta states the reason, and you can still request an export of your books (section 8).
Personal data: under Privacy Policy, section 7.

A receipt email stating when Soluta received your complaint.
The approval history in your books (who approved which entry, and when) can be used as evidence.
You can export your books at any time to check them (Terms, section 7).