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Contacts

For further query or clarification you may refer to the contact number provided in each of our product pages by clicking our webpage at www.mtradeasia.com.

Further Escalation

Customer satisfaction is very important to us. We would love to hear about positive experiences you have had with Merchantrade. Alternatively, if we have let you down in any way, we would also like to know about it. Our staff is committed to treating complaints seriously and resolving them as quickly and fairly as possible.

How we handle your complaint

You may lodge a by raising the ticket in Merchantrade Customer Care System (MCCS). We would request that you submit to us your feedback in writing of the issues you face according to categories that we provided as the accuracy of the information is importance to us in resolving the complaint promptly. You may also enclose relevant documents related to the complaint raised. Your complaint will be acknowledged promptly upon receipt. Our team shall endeavor to resolve or respond to all enquiries within 24 hours upon receipt (all days) and all complaints within 48 hours upon receipt (exclude weekend and public holiday). The person you first contact with the details of your complaint will aim to resolve the problem for you quickly, if a complaint requires complex investigations or extensive research, you will be notified and the timeframe will be extended. You will be kept informed of the status of your complaint from time to time.

Redress Channels

We are committed to resolve your issue efficiently and fairly. To help us expedite the resolution, please provide us with details of the issue.

If you are not satisfied with our response to your enquiry and complaint, you may escalate in writing to:

Corporate Office
Suite 1632, 16th Floor, Lobby 7,
Block A, Damansara Intan,
No 1, Jalan SS20/27,
47400 Petaling Jaya,
Selangor Darul Ehsan,
Malaysia

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