Competitive Card Solutions Phils. Inc. (CCS)
At CCS, customer satisfaction and reliable after-sales service are important to us.
We understand that customers may occasionally experience problems with an order, product, delivery, payment or technical service.
Our Sales, Technical Support and Customer Service teams work together to review concerns and provide appropriate assistance.
This guide explains how to submit a complaint, what information to prepare, how concerns are handled and how to request follow-up assistance.
Customers may report concerns through our official communication channels:
Website Chatbot: https://ccs.com.ph/
Email: hello@ccs.com.ph
Telephone: Through our published office contact numbers
Online Contact Form: https://ccs.com.ph/pages/contact-us
Walk-in: At our Quezon City, Cebu or Davao offices
Please explain your concern clearly and provide relevant order or product information to help our team assist you.
CCS accommodates concerns involving:
Incorrect or incomplete orders
Delayed deliveries
Missing items
Products damaged during shipment
Order status and fulfillment concerns
Defective or malfunctioning equipment
Printer errors and printing problems
Software installation or activation issues
Product performance concerns
Warranty and repair requests
Payment verification concerns
Invoice or billing discrepancies
Incorrect charges
Payment-related questions
Approved refund inquiries
Delayed responses
Unresolved support requests
Miscommunication
Follow-up requests
Other service-related concerns
Each concern will be reviewed according to its circumstances and applicable CCS policies.
To help us investigate your concern, please provide as much of the following information as possible:
Customer Name: Your name or the name of the person reporting the concern
Company or Organization: If applicable
Contact Details: Email address and telephone number
Order or Invoice Reference: If available
Product Details: Brand, model and serial number, when relevant
Description of the Concern: Explain what happened and what assistance you need
Supporting Information: Photos, videos, error messages or other relevant documents
If you have already contacted CCS, please include your previous reference number or communication details, if available.
You do not need to have every document ready before reporting a concern.
Our complaint-handling process generally follows these steps.
The customer contacts CCS through an official communication channel.
Our team reviews the concern and may request additional details when necessary.
Depending on the issue, assistance may come from:
Sales: Product orders, quotations and purchasing concerns
Technical Support: Equipment problems, software issues and troubleshooting
Accounting/Finance: Payment verification and billing concerns
Customer Service: Complaints, follow-ups and unresolved cases
The appropriate team reviews the concern and determines the available options.
Some cases may require technical inspection, transaction verification, logistics coordination or management approval.
CCS will communicate the findings, next steps or available resolution once the necessary assessment has been completed.
The timeframe depends on the complexity of the concern.
If your concern remains unresolved, you may request assistance from CCS Customer Service.
Customer Service will coordinate with the relevant department to review the outstanding issue and identify the appropriate next steps.
You may also ask for your concern to be escalated when further attention is necessary.
Please include your previous correspondence or reference number, if available, to avoid repeating information.
Yes. Customers may follow up on previously reported concerns.
When requesting an update, please provide:
Your name or company
Order, invoice or support reference, if available
Brief description of the concern
Date of your previous inquiry, if known
Our team will review the available records and coordinate an update.
Please report the discrepancy promptly through CCS Customer Service.
Include your order details and, when available, photographs of the products and packaging.
Our team will verify the order, investigate the discrepancy and coordinate the appropriate action.
Depending on the circumstances, a replacement, correction or another remedy may be appropriate.
If CCS supplied a product that differs from your confirmed order, CCS pays the return shipping of the wrong item and the delivery of the correct replacement. CCS Customer Service will coordinate and authorize the return.
If your shipment arrives damaged, please contact CCS promptly.
Keep the original packaging and provide photos of the damage when possible.
For CCS-arranged deliveries, our team will review the delivery circumstances.
For customer-arranged couriers, customers generally coordinate transit-damage claims with their selected courier, while CCS may assist with supporting documentation.
Claims involving defective goods, improper packaging or other issues attributable to the supplied products will be assessed separately in accordance with applicable policies and consumer rights.
You may begin by contacting CCS through our chatbot or Technical Support channels.
CCS provides free remote technical assistance for supported products.
If the problem cannot be resolved remotely, further inspection or repair may be recommended.
Before bringing or shipping equipment to CCS, obtain authorization from Customer Service.
Warranty eligibility and repair charges will be assessed according to the applicable product conditions.
Yes. Customer Service can assist with return, exchange, replacement and refund inquiries.
Eligibility depends on the product, reported issue and applicable policy.
For standard commercial RMA requests, CCS uses the following request periods:
Refund requests: Within 3 calendar days from the date you actually receive the product
Voluntary exchange requests: Within 7 calendar days from the date you actually receive the product
DOA or wrong-item claims: Within 3 calendar days from the date you actually receive the product
These periods are never calculated from the Sales Invoice, Collection Receipt or shipping date. Submitting a request does not guarantee approval.
These standard request periods do not remove remedies available under applicable consumer protection laws.
Please refer to our RMA Policy or the related article Returns, Exchanges & Cancellations for details.
Resolution times depend on the nature of the complaint.
For example:
Simple product or order inquiries may be addressed through initial assistance.
Technical issues may require troubleshooting or physical inspection.
Payment concerns may require Accounting/Finance verification.
Delivery disputes may require coordination with a courier.
Warranty claims may require product assessment or manufacturer support.
CCS will advise the applicable next steps as information becomes available.
We do not guarantee a fixed resolution period for every complaint, as some cases require additional investigation.
Customers may submit inquiries through our website chatbot, email or contact form outside regular business hours.
Our chatbot may assist with general information and supported troubleshooting.
When human assistance is required and no suitable representative is available, the concern will be referred for follow-up during the next working day.
Regular Business Hours:
Monday–Friday, 8:30 AM–5:30 PM (Philippine Time)
Saturday operations are limited due to skeletal staffing.
Human-assisted technical support or immediate complaint resolution is not guaranteed outside regular working hours.
Yes. Customers may request assistance from a human representative at any time through the website chatbot or other official CCS channels.
During staffed hours, CCS will attempt to connect you with an appropriate available representative.
If a representative is unavailable, you may leave your contact information and details of the concern for follow-up.
You are not required to continue troubleshooting with the chatbot if you prefer human assistance.
Q: How do I file a complaint against an order or service?
Contact CCS through our chatbot, email, telephone or contact form. Explain your concern and provide your order details, if available.
Q: What should I do if I received the wrong product?
Contact Customer Service promptly with your order reference and photographs, when available. Our team will review the discrepancy and coordinate the appropriate action. If CCS supplied a product that differs from your confirmed order, CCS pays the return shipping of the wrong item and the delivery of the correct replacement. CCS Customer Service will coordinate and authorize the return.
Q: Can I follow up on a pending repair?
Yes. Provide your previous support reference, product information or other available details so our team can review the status.
Q: My Sales representative has not replied. Who can help me?
You may contact CCS Customer Service and request assistance with your pending inquiry.
Q: What if Technical Support cannot resolve my issue?
You may request further assistance. Customer Service can help coordinate the appropriate technical assessment or follow-up.
Q: Can I report a complaint without a sales invoice?
Yes. Provide your name, company, product details or other available transaction information. CCS may be able to verify the purchase through its internal records.
Q: Can I request a refund through the chatbot?
You may submit a refund inquiry through the chatbot. However, refund eligibility and approval require CCS review.
Q: Can I request a human representative immediately?
Yes. You may request a human representative at any time. Live assistance depends on representative availability.
Q: What happens if I submit a complaint after office hours?
You may submit your concern through available online channels. If human assistance is required, follow-up will normally take place during the next working day.
Q: Will CCS provide updates on unresolved complaints?
Customers may request updates through our official communication channels. Our team will review available case information and coordinate with the responsible department.
If you have an unresolved issue, order concern or service-related complaint, please contact CCS.
Our Customer Service team will help coordinate the appropriate assistance.
Website: https://ccs.com.ph/
Email: hello@ccs.com.ph
Contact Us: https://ccs.com.ph/pages/contact-us
Support Center: https://support.ccs.com.ph/
Regular Business Hours: Monday–Friday, 8:30 AM–5:30 PM (Philippine Time)
Competitive Card Solutions Phils. Inc.
Complete ID Solutions – From Card Design to Secure Issuance