Customer Service Policy

Service Orientation and Service Tenet

As a global standardized e-commerce service platform, we adhere to the customer-centric service tenet, take standardized, efficient, fair and transparent service as the core orientation, and provide consistent high-quality after-sales and pre-sales service for all global users. The platform breaks regional service differences, implements unified global customer service standards, and ensures that every user can enjoy equal, professional and standardized shopping service protection regardless of regional location, order amount and user registration time.
All customer service work of the platform is carried out around solving user shopping problems, safeguarding user legitimate rights and interests, optimizing user shopping experience and improving platform service quality. The customer service team receives professional standardized training regularly, masters unified service processes, response specifications and problem-solving standards, and avoids personalized arbitrary processing and differential service. The platform takes user satisfaction as the core evaluation standard of service work, and continuously optimizes service links and improves service efficiency based on user feedback.

Pre-sales Consultation Service Standards

The platform provides comprehensive pre-sales consultation services for all users covering product information consultation, service rule consultation, policy specification consultation and shopping process consultation. Users can consult all platform-related shopping rules, commodity parameter information, logistics policies, after-sales regulations and currency settlement standards through official customer service channels. The customer service team will respond to user consultation questions in accordance with unified official specifications, provide accurate, standardized and detailed answer content, and avoid ambiguous, misleading and arbitrary reply content.
For user consultation involving product attributes, service policies, logistics rules and refund specifications, customer service personnel will answer strictly based on the platform’s official released rules and parameter standards, ensuring the accuracy and authority of consultation replies. For complex consultation problems involving cross-business links, the customer service team will conduct unified verification and sorting, and give complete and systematic reply results. The pre-sales consultation service covers all business links of platform shopping, fully meeting users’ pre-purchase information understanding demand.

Order Problem Handling Service

The platform provides professional order problem handling services for all valid orders, covering order processing inquiry, logistics exception handling, order information modification, order status verification and order dispute coordination. For users’ feedback on order processing delay, logistics information update abnormality, address error modification and order status abnormality, the customer service team will initiate real-time verification and follow-up processing, track the problem handling progress throughout the whole process, and feed back the processing result to users in a timely manner.
In view of various abnormal problems in the order shopping process, the platform implements unified global handling standards, with consistent problem judgment basis and solution specifications for all users. For order problems caused by platform system reasons, logistics reasons and human operation reasons, targeted standardized solutions will be adopted according to problem types to ensure efficient and reasonable problem resolution. The customer service team records all order problem handling processes systematically, forming a complete problem handling file to provide reference for subsequent service optimization and similar problem processing.

After-sales Service Handling Specifications

The platform’s customer service team is fully responsible for the acceptance, review, coordination and follow-up of all after-sales service applications, including return and refund applications, product problem feedback, service policy consultation and after-sales dispute handling. All after-sales applications are processed in accordance with unified 60-day return cycle, 5-10 day refund cycle, free return and free shipping policies to ensure standardized and unified after-sales service for global users.
For after-sales problems such as product quality problems, logistics damage problems, order mismatch problems and shopping experience problems, the customer service team will verify the user’s feedback content in a timely manner, confirm the problem authenticity and category, and implement handling solutions in strict accordance with official policy specifications. The team adheres to the principle of safeguarding user legitimate rights and interests, efficiently handles eligible after-sales applications, and gives clear and definite processing results for each after-sales demand, avoiding delayed processing and perfunctory response.

Service Supervision and Experience Optimization

The platform has established a complete customer service supervision and evaluation mechanism to supervise the service attitude, response efficiency, processing standardization and result rationality of customer service work in an all-round way. All customer service communication records and problem handling records are systematically archived for long-term supervision and random inspection. The platform regularly sorts out user service feedback, summarizes common shopping problems and service pain points, and optimizes platform rules, service processes and product display content in a targeted manner.
The platform attaches great importance to user shopping experience, takes user feedback as an important basis for service upgrade, and continuously improves the professionalism, efficiency and standardization of customer service work. For user complaints and service suggestions, the platform will arrange special personnel for targeted research and processing, and feed back the optimization results to users in a timely manner. Through continuous service supervision and experience optimization, the platform ensures the stable improvement of global customer service level and provides reliable service guarantee for user shopping.