Customer Service Policy

1.1 Core Service Philosophy & Service Tenet
Adhering to the core service tenets of professionalism, efficiency, sincerity, and equality, the platform provides standardized and unified high-quality customer service for all global users regardless of regional differences, order amount differences, and consumption frequency differences. We take user shopping experience and legitimate rights protection as the core service goal, build a full-link service system covering pre-sales consultation, in-sales problem solving, and after-sales rights protection, and strive to eliminate service differences and regional service barriers. All customer service team members have received professional product knowledge training, cross-border business training, and service etiquette training, proficient in personal care product attributes, platform discount rules, international logistics processes, and after-sales policy specifications, able to accurately respond to various user questions and solve shopping-related problems efficiently. The platform always maintains a user-centric service orientation, abandons rigid mechanical service modes, and provides warm, patient, and targeted one-stop service support for every global consumer.
1.2 Official Service Channels & Service Coverage
The platform opens unified official online service channels to realize full-time and all-region covered customer service support, adapting to the time zone differences of global users and meeting the consultation and problem-solving needs of users in different regions at any time. The official service channels cover all business scenarios including product consultation, order query, discount activity consultation, logistics progress follow-up, after-sales application, problem feedback, and platform optimization suggestions. All service interactions are based on official online channels, with complete service records retained to ensure traceable problem handling and standardized service quality assessment. The platform does not set up any offline private service channels, and all non-official contact ways are not recognized by the platform, effectively preventing users from being deceived by fake customer service channels. The service channel layout is concise and reasonable, enabling users to quickly enter the consultation interface and complete demand feedback.
1.3 Service Response Standard & Processing Efficiency
We have formulated clear and unified service response efficiency standards to ensure that user demands can be responded to and processed in a timely manner. For conventional simple consultation problems such as product specification introduction, discount rule inquiry, and ordinary order status query, the customer service team will complete professional and accurate reply in the fastest response cycle. For complex problems involving logistics abnormality handling, refund progress inquiry, product quality feedback, and multi-step after-sales processing, the service team will establish exclusive follow-up files, classify and sort user demands, and track and solve problems step by step with real-time progress synchronization. During global shopping peak seasons and business surge periods, the platform will dynamically adjust customer service manpower allocation, increase on-duty service personnel, and optimize problem classification processing mechanisms to avoid delayed response and backlog of user demands, ensuring stable service efficiency all year round.
1.4 Standard After-sales Problem Handling Process
The platform formulates standardized, transparent, and unified after-sales problem handling procedures for all common after-sales scenarios including product quality defects, wrong goods delivery, missing accessories, transit damage, and logistics failure. The unified processing flow includes user demand submission and voucher uploading, official professional verification and problem confirmation, targeted solution formulation, user confirmation of the scheme, and final implementation and closed-loop follow-up. The platform provides diversified solutions such as free reshipment, full refund, partial compensation, and problem maintenance according to different after-sales scenarios, ensuring that every reasonable user appeal can get a proper solution. In the whole after-sales processing process, the service team will maintain active communication with users, synchronize processing progress in real time, explain policy rules in detail, and avoid user doubts and misunderstandings, ensuring transparent, fair, and efficient after-sales service experience.
1.5 Service Staff Norms & Quality Supervision Mechanism
All customer service personnel must abide by unified service behavior norms and professional ethics, maintain polite, patient, and respectful communication attitude in all service interactions, and are prohibited from perfunctory replies, cold and perfunctory service, forced consumption guidance, quarrels and conflicts with users, and arbitrary refusal of reasonable user demands. Service staff are not allowed to promise preferential rights and interests beyond platform regulations, privately modify official policy rules, collect user private information without permission, and conduct offline private transactions. The platform establishes a perfect service quality supervision and assessment mechanism, conducts regular service quality evaluation, conversation record inspection, and user satisfaction survey, rectifies and disciplines irregular service behaviors, continuously optimizes service processes, improves professional service capabilities, and creates a stable, reliable, and warm service environment for global users.