How to File a Complaint Against Ninja Van (Step-by-Step Guide That Works!

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How to File a Complaint Against Ninja Van in the Philippines (Step-by-Step Guide)

Are you frustrated because your Ninja Van parcel hasn’t arrived on time, or worse — it seems completely lost? You’re not alone. Many customers in the Philippines face delivery delays, missing packages, or poor updates when using courier services.

The good news is: you have options. In this guide, we’ll walk you through the step-by-step process of filing a complaint against Ninja Van — from contacting their support team to escalating your case to the Department of Trade and Industry (DTI) if needed.

Step 1: Contact Ninja Van Directly

Before filing a formal complaint, always try to resolve the issue with Ninja Van first. They have two official channels for handling customer concerns:

Option A: Facebook Messenger

Visit the Ninja Van Philippines official Facebook page.

Send a clear, concise message explaining your delivery issue.

Include your tracking number, order ID, and date of shipment.

Add screenshots or photos if necessary.

Politely ask for an update or resolution.

Option B: Ninja Van Website

Go to the Ninja Van official website.

Navigate to the Help / Support section.

Fill out the complaint form with your parcel details and description of the problem.

Keep a screenshot or copy of your submission for reference.

Step 2: Escalate Through Your Payment Platform

If Ninja Van does not respond or fails to resolve your concern, the next step is to check if your order was linked to a payment platform (like GCash, Lazada Wallet, or ShopeePay).

For example, if you used GCash:

Open the GCash app.

Go to the Cash Card or Transaction section.

File a complaint with details and screenshots of your delivery problem.

Keep all confirmation numbers — they’re useful when tracking your case.

Step 3: Gather All Evidence

Before escalating further, make sure you have a complete record of your issue. A well-documented complaint increases your chances of getting a favorable resolution.

Collect the following:

Proof of purchase (receipt, invoice, or email confirmation)

Tracking number with screenshots of the delivery status

Communication logs with Ninja Van support (Messenger, email, or website chat)

Photos showing the issue (damaged or missing parcel)

Step 4: File a Formal Complaint with the DTI

If Ninja Van still fails to resolve your problem, you can bring your case to the Department of Trade and Industry (DTI) Consumer Protection Group.

Here’s how:

Write a formal complaint letter. Keep it clear, professional, and chronological.

Attach all your supporting evidence (receipts, tracking screenshots, chat logs, photos).

Submit your complaint:

Online via the official DTI website, or

In person at your nearest DTI office.

📌 Pro Tip: A well-structured, respectful complaint makes it easier for the DTI to act on your case quickly.

Final Thoughts

Filing a complaint against Ninja Van in the Philippines may feel overwhelming, but by following these steps, you give the courier a fair chance to fix the issue while also protecting your consumer rights.

✅ Contact Ninja Van directly first.
✅ Escalate through your payment platform if possible.
✅ Document everything.
✅ File a formal complaint with the DTI if unresolved.

By staying calm, organized, and proactive, you increase your chances of finally getting your parcel delivered — or receiving proper compensation.

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