1. Introduction
ViRFQ is committed to providing the best experience for users. If you encounter any issues while using our services, the Complaint Center will help you resolve them quickly and fairly.
We view every complaint as an opportunity to improve our services and ensure the rights of all parties.
2. Types of Complaints Handled
2.1. Complaints About ViRFQ Services
- Technical errors, system issues
- Payment and billing issues
- Incorrect service package benefits
- Wrongly locked or restricted accounts
- Poor customer service
2.2. Complaints About Other Users
- Spam, unwanted advertising
- Fake information, fraud
- Intellectual property violations
- Harassment, threats
- Terms of use violations
2.3. Complaints About RFQ Information
- Spam or fake RFQs
- Incorrect contact information
- Duplicate RFQs
- Inappropriate content
2.4. Complaints NOT Within Scope
We do not handle disputes about:
- Direct transactions between sellers and buyers
- Quality of third-party products/services
- Payments, deliveries between parties
- Commercial contracts between parties
3. How to Submit a Complaint
3.1. Via Email (Preferred)
Send email to complaint@virfq.com with:
- Subject: [Complaint] - [Issue Type]
- Your name and registered email
- Detailed problem description
- Date/time of incident
- Evidence (screenshots, emails, etc.)
- Desired outcome
3.2. Via Online Form
Use the online complaint form at the top of this page. Fill in all required fields; you will receive a confirmation email with a tracking code.
3.3. Important Notes
- Provide accurate and complete information
- Attach supporting evidence (if available)
- Each complaint will be assigned a tracking number
- Do not submit duplicate complaints
4. Complaint Processing Procedure
Step 1: Receipt
We receive the complaint and send confirmation email within 1 business day, including a complaint number for tracking.
Step 2: Classification
Complaints are classified by priority:
- High: Related to finance, security, fraud
- Medium: Service errors, package benefits
- Low: Feedback, improvement suggestions
Step 3: Investigation
Support team reviews information, contacts relevant parties (if needed), and collects additional evidence.
Step 4: Decision
We make decisions based on terms of use, collected evidence, and fairness principles.
Step 5: Result Notification
You will receive an email notification of the processing result and actions taken.
5. Processing Time
| Complaint Type | Processing Time |
|---|---|
| Urgent technical errors | 24 hours |
| Payment issues | 3 business days |
| User violations | 5 business days |
| RFQ complaints | 5 business days |
| Intellectual property | 5-10 business days |
| Other issues | 7 business days |
* Processing time may be extended if further investigation is needed. We will notify you if more time is required.
6. Complaint Escalation
If you are not satisfied with the processing result, you can escalate the complaint:
Level 1: Support Team
Email: contact@virfq.com (initial handling)
Level 2: Complaint Manager
Email: complaint-manager@virfq.com
Request review of decision within 7 days of receiving the result.
Level 3: Management
Email: ceo@virfq.com
For serious cases or unresolved issues.
7. Your Rights
When submitting a complaint, you have the right to:
- Have your complaint received and reviewed fairly
- Receive response within committed timeframe
- Be provided with reasons for decisions
- Escalate if you disagree with the result
- Have your identity kept confidential
- Not be retaliated against for valid complaints
8. Contact
ViRFQ Complaint Center:
- Complaint Email: complaint@virfq.com
- Support Email: contact@virfq.com
- Online Form: the complaint form at the top of this page