Cross-border e-commerce platform Temu has refunded the entire amount to customers at the request of the Ministry of Industry and Trade .
That was the affirmation of Mr. Hoang Ninh, Deputy Director of the Department of E-commerce and Digital Economy (Ministry of Industry and Trade) when answering VTC News electronic newspaper on the morning of February 9.
Mr. Hoang Ninh said that after Temu temporarily stopped operating, orders that had been placed were also stopped from being delivered to Vietnam. This application was required to announce an apology and implement a refund policy for customers.
“Up to this point, Temu has fully refunded the money to customers as required by the Ministry of Industry and Trade. If there are still some cases where customers have not received a refund, it may be due to errors in the ordering and delivery process on the Temu platform," Mr. Ninh affirmed.
In fact, if a customer places an order but Temu has not delivered the goods, this e-commerce platform will refund 2 amounts to the customer. The first amount will be refunded 100% via bank account; the second amount is considered compensation because the order was not delivered as planned, paid into the customer's Temu account according to the prescribed percentage, corresponding to the order value.
However, customers cannot withdraw the refund to their Temu account. This amount is equivalent to a discount code for customers to use for future purchases, when the platform is back in operation.
At the end of 2024, at the request of Vietnamese authorities, the cross-border e-commerce platform Temu was forced to lock its Vietnamese version and temporarily suspend operations pending licensing. Temu's sudden appearance and suspension made many consumers worried because they had paid but had not received the goods.
After locking the Vietnamese version, Temu announced in English that it was carrying out registration procedures with the Department of E-commerce and Digital Economy to operate in Vietnam, but did not specify the completion date.
Mr. Hoang Ninh also added that Temu is still waiting for a license to operate in Vietnam. The management unit of this platform has provided documents but they have to wait for the authorities to assess the conditions before approving.
"In the spirit of cooperation and openness, Elementary Innovation Pte. Ltd - the owner of Temu - is urgently coordinating to complete the application for a license. Since the Ministry of Industry and Trade requested, the platform has temporarily suspended operations in Vietnam to complete procedures according to the provisions of Decree No. 52, amending and supplementing Decree No. 85 on e-commerce. When the conditions are met, the platform will be allowed to operate again," Mr. Ninh said.
According to Mr. Hoang Ninh, it is currently unclear when Temu will resume operations in Vietnam. According to regulations, only when Temu completes a complete and valid licensing application can the Department of E-commerce and Digital Economy consider and grant an operating license to this platform.
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