Customer Service Policy


Service Policy Overview

This Customer Service Policy is formulated to standardize the platform’s full-link customer service standards, service processes and service specifications, and is applicable to all pre-sales consultation, in-sales guidance, after-sales processing, complaint feedback and user rights protection services of the platform’s e-commerce business. The platform takes "professional, efficient, patient and fair" as the core service tenet, and is committed to providing high-quality, standardized and humanized customer service for all global shopping users, solving various problems encountered by users in the process of browsing, purchasing, using and after-sales of products, and optimizing the overall shopping experience of users.

Pre-Sales Consultation Service Standards

In the pre-sales stage, the platform provides comprehensive product consultation, service consultation and shopping guidance services for users. Users can consult customer service personnel about product size, material, function, style, applicable scenarios, product matching and other product-related questions before placing an order. Our customer service team has received professional product training, and can provide users with accurate, detailed and professional product explanation and purchase suggestions according to the actual product attributes and user usage needs.
At the same time, users can consult pre-sales service questions such as platform discount rules, free shipping policies, order placement processes, payment methods and transaction specifications. Customer service personnel will answer user questions in a standardized and detailed manner, clarify all platform service rules for users, help users fully understand the platform’s preferential policies and shopping specifications, and assist users in completing accurate order placement and rational consumption decisions.
The pre-sales consultation service adheres to the principles of truthfulness, standardization and patience, does not induce excessive consumption, does not make false product publicity and service promises, and fully respects users’ independent shopping choices and consumption will.

In-Sales Order Service Support

During the order placement and payment process, the platform provides users with real-time order problem solving and service support. For abnormal problems such as order placement failure, payment error, order information error, address modification and order temporary cancellation, users can initiate consultation and processing applications through customer service channels. Our customer service team will respond quickly, locate the problem in a timely manner, and provide effective solutions to ensure the smooth progress of user order transactions.
For orders that have been successfully paid, customer service can assist users in checking order status, verifying inventory information, confirming shipping arrangements and synchronizing processing progress. For users’ personalized order demands that meet the platform’s service specifications, customer service will try their best to coordinate internal resources to meet user needs and ensure that every order can be processed in an orderly and efficient manner.

After-Sales Problem Handling Service

After users receive the products, if they encounter product quality problems, logistics damage problems, inconsistent product description problems, or have questions about return, refund and after-sales rules, they can obtain professional after-sales service through the platform’s customer service channel. Our after-sales customer service team is responsible for receiving all after-sales feedback, problem verification, solution formulation and progress follow-up work.
In view of user after-sales demands such as product return, refund, defect replacement and problem consultation, customer service will strictly handle them in accordance with the platform’s Refund Policy, Shipping Policy and other official rules, ensure that the processing process is standardized, transparent and fair, and fully protect users’ legitimate after-sales rights and interests. During the after-sales processing cycle, customer service will actively synchronize the problem processing progress with users, answer users’ after-sales doubts in a timely manner, and avoid users’ waiting blindly and information asymmetry.

User Complaint & Suggestion Handling Mechanism

The platform has a complete user complaint and suggestion handling mechanism to accept users’ complaints about product problems, service problems, logistics problems and platform rule problems, as well as users’ valuable optimization suggestions for platform products and services. We attach great importance to every user’s feedback voice, and all complaint and suggestion information will be recorded, sorted and followed up by special personnel.
For user complaints, the customer service team will verify the problem truthfully within the specified time, formulate a reasonable and compliant solution according to the actual situation, and complete the feedback and processing of complaint results. For user optimization suggestions, the platform will sort out and analyze the effective suggestions, and apply them to subsequent product optimization, service upgrading and platform operation improvement, so as to continuously optimize the user shopping experience.
The platform promises to treat all user complaints and suggestions fairly and objectively, without perfunctory processing, no delayed processing, and no biased processing, and effectively solve user problems and feedback demands.

Service Response & Processing Specifications

The platform’s customer service work adheres to unified service specifications and response standards. All customer service personnel will maintain a polite, professional and patient service attitude, use standardized and easy-to-understand language to communicate with users, and avoid rude, perfunctory and ambiguous service replies. For general user consultation questions, the customer service team will respond and answer in a timely manner to ensure efficient communication and problem solving.
For complex problems involving after-sales disputes, logistics exceptions and rule verification that cannot be solved immediately, customer service will record the user’s problem in detail, initiate internal verification and coordination procedures, and feed back the final processing result to users within the effective processing cycle. All service processing processes will retain complete records to ensure the traceability and standardization of service work.

Service Upgrade & Experience Optimization

The platform will continuously optimize the customer service system and service capabilities according to user feedback and market demand. We will regularly carry out professional training for customer service teams, improve the professional quality, problem-solving ability and service awareness of customer service personnel, and ensure that users can obtain more professional and intimate service experience.
At the same time, the platform will continuously sort out user common problems, optimize service processes, simplify consultation and after-sales processing steps, reduce user operation costs and time costs, and build a more efficient, warm and reliable customer service system for global users, laying a solid service foundation for long-term user shopping and cooperation.