QUESTION & ANSWER RELATED TO SACNHANH SERVICES

INSTRUCTIONS THROUGH SACNHANH SERVICE CALENDAR

  1. Welcome, honored guests! Thank you for calling Sacnhanh Customer Care Center.
  • For instructions on how to download the Sacnhanh App, Press 1.
  • For instructions on how to deposit money into App Sacnhanh, Press 2.
  • For instructions on how to retrieve and return the battery, Press 3.
  • To notify handling when App errors occur, damaged battery, Press 4.
  • To report lost battery or refund, Press 5.
  • For guidance and introduction to promotional programs, Press 6.
  • To meet directly with the Consultant, Press 0.

Calls are charged and recorded.

HOW TO DOWNLOAD APP.

  1. How to download the Sacnhanh app to your phone
  • Customers log in to Google Play or App store on their phone,
  • In the search section, type "Sacnhanh" immediately without diacritics;
  • Find the Sacnhanh app with the lightning icon and download the Sacnhanh app to your phone;
  • Enter your phone number and OTP code to log in to the application.

HOW TO DEPOSIT. SERVICE PRICE. REFUND

  1. Face value to deposit money into Sacnhanh's wallet
  • The deposit levels are 20.000 copper, 50.000 copper, 100.000 copper, 200.000 copper, 300.000 copper, 400.000 copper and 600.000 copper.
  • After each battery rental, The battery rental fee for each order will be deducted from the amount you previously deposited in your wallet.

  1. Price for using Sacnhanh battery rental service
  • The standard charging hour unit price is 10.000 copper for one hour of charging. Keep the battery from 05 the hour comes 24 now is 000 copper.
  • Or 03 days from the time of battery rental, If the customer does not return the battery to the charging station, The Sacnhanh system determines that you have lost your battery and you will have to pay a battery loss penalty fee 600.000 VND.

  1. How to pay when using the battery rental service?
  • Customers deposit money into their personal wallet on the Sacnhanh application through Zalopay Wallet / Momo/ VNPAY or in cash via Consultant.

  1. Conditions for customers to link bank cards to Zalopay wallet/Momo?
  • Phone number to register bank account and Zalopay Wallet account / Momo/VNPAY must be the same 1 number.
  • Bank Card linked to Zalopay Wallet / Momo/VNPAY must register for Internet banking and pay online (this function is registered and activated when creating a new account at the bank)., help customers pay online for services on the internet and not the Internet Banking function. If you have not registered, please contact your bank to re-register.)
  • The linked card must be on the list of banks supported for payment/recharge on Zalopay Wallet / Momo/ VNPAY
  1. In case a customer does not deposit money in advance into the wallet on the application, can they still use the service?
  • Customers need to pay the Service Maintenance Fee 200.000 VND to start renting batteries and using the service.

  1. If the customer wants a refund, maintain the service, How long does it take?
  • Service maintenance fee 200,000 VND is considered a guaranteed fee to maintain service for users when using Sacnhanh's batteries and systems automatically.. Customers will be refunded when they submit a refund request and stop using the service.
  • Refund time for customers from 1 come 14 day, Depending on the processing process of the affiliated bank that the customer uses (in case you use the payment link via visa card, master… refund procedures according to bank reconciliation may take longer than regular payments from 30-45 date and limit will be added to the next statement period)
  1. Detailed instructions for customers to pay with VNPAY
  • VNPAY-QR payment gateway is a payment solution developed by Vietnam Payment Solution Joint Stock Company (VNPAY). Customers use cards/bank accounts, QR Pay/VNPAY-QR feature is built-in on banks' Mobile Banking applications or linked e-Wallets to pay for transactions and enter discount codes (if any).
  • Payment methods via VNPAY
  • Payment method via "Payment application supporting VNPAY-QR"
  • Step 1: You choose the product, service and select Pay now or Place order
    At the payment page, Please check the ordered product again, Completely fill in the consignee's information, Select payment method VNPAY and press the "Order now" button.
  • Step 2: The payment screen switches to the VNPAY payment gateway interface. Select the method "Payment application supports VNPAY-QR".
  • Step 3: Select Banking app or e-wallet with payment link in the list.
  • *Note: QR codes are valid in 15 minute.
    - Case 1: The application automatically switches to a banking application or payment e-wallet.
    ✤ Log in to your banking or e-wallet app, The screen switches to payment information.
    ✤ Check information, Enter discount code (if any) and complete payment.
  • - Case 2: The application displays the message "Please use your device's default browser".
    ✤ The screen displays the QR code, Select “Download payment code” or take a screenshot of the payment QR code.
    ✤ Log in to your Banking App or E-Wallet, Select QR code scanning feature.
  • ✤ Download QR code images from your phone's photo library, The screen immediately switches to payment information.
    ✤ Check information, Enter discount code (if any) and complete payment.
  • Step 4: When payment is completed, The screen returns to the original application & notification confirms successful order at the app.
  • Payment method via "Domestic card and bank account"
  • Step 1: You choose the product, service and select Pay now or Place order
    At the payment page, Please check the ordered product again, Completely fill in the consignee's information, Select payment method VNPAY and press the "Order now" button.
  • Step 2: The payment screen switches to the VNPAY payment gateway interface. Select the method "Domestic card and bank account" and select the bank you want to pay with the card in the list.
  • Step 3: Please enter card/account information as requested and select "Verify". The OTP code will be sent to the registered phone, Enter OTP code to complete the transaction.
  • *Note: The deal will expire later 15 minute
  • Step 4: When payment is completed, you will receive a notification confirming your successful order on the app.
  • Payment method via "International card (Visa, MasterCard, JCB, UnionPay)"
    Similar to the payment method "Domestic card and bank account"
  • Payment method via "VNPAY e-wallet"
  • Similar to the payment method "Payment application supports VNPAY-QR"
  • ———————
    SUPPORT CHANNEL
    – Switchboard: *3388 or 1900 55 55 77
  • – Zalo OA: me/4134983655549474109
  • – Email: hotro@vnpay.vn
  • – Fanpage: com/VNPAYQR.vn

HOW TO GET AND RETURN BATTERY (CHARGER STATION, BATTERY).

  1. Conditions for customers to use battery rental service
  • Have a smartphone and phone subscription numbers of companies providing telecommunications services in Vietnam.
  • Be a member of Sacnhanh application.
  • Pay Service Maintenance Fee 200.000 VND and battery rental fee according to the application's package, ranging from 20.000 Dong arrived 600.000 copper for one refill.

  1. How can customers know the location of battery rental charging stations?
  • Customers can view the location right on the Sacnhanh application:
  • The Sacnhanh logo icons are the location where the charging station is located.
  • When the customer clicks on the Sacnhanh logo icon, the information about the location of the charging station will be displayed and the directions to the station will be displayed..

  1. Is user safety guaranteed?
  • Batteries meet international standards such as CE, FCC, ROHS, A.

  1. What types of phones can the battery be used to charge?
  • Each battery is designed to be available 3 charging cable for Android, Iphone and Type C are compatible with most smartphones on the market.

  1. Can customers charge multiple devices at the same time?
  • Backup batteries can be charged at the same time 03 Devices have different charging heads.
  • However, This will slow down charging because the load is shared 2 or more devices.

  1. Can customers rent multiple power banks at the same time?
  • Each member of Sacnhanh can only rent 1 rechargeable battery backup

HANDLING BATTERY PROBLEMS – APP.

  1. If Sacnhanh App does not work, what should customers do?
  • First turn off the application and restart it.
  • If the app still doesn't work, Please delete and reinstall the app.
  • All other operations have failed, Please contact Sacnhanh Consultant directly via hotline number 02877786888– extension no 4 for assistance.

  1. Why can't customers scan to rent a battery after charging the Service Maintenance Fee?
  • Firstly, please check 3G signal / Wifi on customer's phone.
  • If the signal works normally, Please see if the green light in front of the charging station (showing that the charging station is connected to the Internet) is flashing., if not, Please contact Sacnhanh customer service via switchboard 02877786888 – extension no 4 for assistance.
  • In case the charging station signal works normally, Your Sacnhanh App shows that the battery is currently not ready for charging, This means that all the rechargeable batteries in the station are in a low state and need to be recharged, Please find the nearest charging station.

  1. If the rechargeable battery is not working?
  • Make sure the cable is properly inserted. If necessary, check if your phone case is obstructing the charging cable.
  • Report errors automatically using the error reporting function on the Sacnhanh app (red customer service icon on the App home screen) and return the power bank within 3 minutes to receive another power bank.
  • Contact Sacnhanh Customer Service via switchboard 02877786888 – extension no 4 for support if the above methods fail.

  1. Can customers recharge the battery at home?
  • The battery does not have the function of recharging at home, Customers should return it to the charging station after using it to avoid additional rental costs.

  1. What if the customer cannot return the power bank?
  • When returning the power bank, be sure to push and insert the power bank into the battery slot to make sure the charging station has locked the battery. Customers will hear a notification from the charging station: “Battery return successful. Thank you for using the service!”. For some points do not use stations with sound, Please check the battery return status on the customer's Sacnhanh App.
  • If the customer hears the message: “Battery return failed, Please try again!", Please try again or contact Sacnhanh customer service via switchboard 02877786888 – extension no 4 for assistance.
  • In case the charging battery cable is damaged, or physical damage, The charging station does not accept the battery back and your Sacnhanh App does not show the battery return and payment status, Please contact Sacnhanh Customer Service via the switchboard 02877786888 – extension no 4 for assistance.

  1. How to calculate the cost when the customer loses the battery and contacts to return the battery?
  • Call the switchboard 02877786888 – extension no 5 to notify the status of lost battery. The call center will receive and guide you to return the rechargeable battery and deduct the cost of storing the excess battery 03 day.
  • In case the battery is found - please notify the switchboard 02877786888 – extension no 5 To get a refund of the deposit and the user must pay the maximum battery storage fee 3 day is 000 copper x 3 day = 90.000 VND
  • In case, the battery is holding too much 3 The day SACNHANH does not receive notification - your linked bank account will be deducted 600.000 VND
  • In this situation, customers only pay the service activation fee 200.000 VND, and insufficient bank linkage balance 600.000 VND to compensate for battery loss, DVKH Sacnhanh will temporarily freeze the amount 200,000 VND and contact customer support to return the battery to the station, At this point, the cost the user has to pay is the number of days of keeping the battery x 30.000 VND/day

  1. If later 3 What charges will be deducted for the day the user does not pay the battery?
  • The input cost of the battery is 600.000 VND. If the deadline is over 3 day, If the customer does not return the battery, the Sacnhanh system determines that the customer has lost the battery.
  • According to the provisions in the "Terms of Service" that you agreed to when you started downloading the Sacnhanh application, The company authorizes the Bank to set off the amount 600.000 VND in the user's linked bank account.

  • If after the deadline 3 day, Customers who want to return the battery please contact Customer Service Sacnhanh hotline 02877786888 – extension no 5 for instructions on battery return procedures. After the lost battery is returned, Sacnhanh will transfer the money back to you 000 VND (Meaning that Customers only need to pay the battery rental fee within 3 day)

  • In this situation, customers only pay the service activation fee 200.000 VND, and insufficient bank linkage balance 600.000 VND to compensate for battery loss, DVKH Sacnhanh will temporarily freeze the amount 200,000 VND and contact customer support to return the battery to the station, At this point, the cost the user has to pay is the number of days of keeping the battery x 30.000 VND/day

PROMOTIONS.

  1. Promotional programs
  • Users using Vinaphone subscription numbers will receive promotional codes for battery usage on the Sacnhanh App. Please see promotion information for item name Endow on App Sacnhanh.
  • Free of charge 30 first minute for each battery charge.
  • Gift accident insurance package 24/24 “Peaceful Life” has an insurance period corresponding to the Charging Hour Package. Coverage is effective when activated within 24 hours from charging time pack.
  • Other gifts from time to time.

  1. Thank you for choosing and contacting Sacnhanh Customer Care Center. Wishing you lots of energy, funness and happiness.

DEPOSIT REFUND NOTICE

  • You are allowed to refund the deposit (200,000 VND) at any time when you no longer need to rent rechargeable batteries.
    • Step 1: Click on the “REFUND” button on the home page
    • Step 2: Update your account information so that the deposit is refunded to your account
    • Step 3: Click the “SEND” button
    • You will receive an automatic refund immediately if you pay via Momo wallet and VNPAY wallet

Depending on the policy of the bank linking your incoming account, the deposit refund time may take up to 14 days (which via Momo wallet and VNPAY wallet are refunded immediately, via Zalopay, VNPAY payment gateway and domestic bank cards take up to 24 hours -7 days depending on the regulations of the affiliated bank).

Specific refund time is as follows:

  • For customers who pay directly from Zalopay wallet balance, Momo, VNPAY wallet will be automatically refunded immediately within 2s-24h depending on the affiliated bank
  • For customers paying from domestic bank accounts/cards, The affiliated bank will check and refund the customer's account 03 – 05 working days (Does not include days 7, Sundays and holidays, Tet according to State regulations)
  • For customers paying with international bank credit cards (VISA, JCB, Master Card), Refund time will be 30 – 45 working days (Does not include days 7, Sundays and holidays, Tet according to State regulations) from the date the bank approves the refund order. Amount of money 200,000 VND will be added to the card limit in the customer's next statement.