Customer Service Policy

Service Tenet and Service Scope
This customer service policy standardizes all after-sales service, consultation feedback, problem handling and user rights protection services of the platform, and is applicable to all global users who consume and browse on the website. The platform always adheres to the service tenet of user first, efficient response and professional processing, and is committed to providing every user with standardized, intimate and efficient one-stop customer service support. The customer service scope covers order consultation, product consultation, logistics query, return and refund processing, product quality problem handling, service suggestion feedback and other full link shopping service problems, solving all shopping doubts and difficulties for users in the whole process.
Consultation Response Service Standard
The platform provides long term online customer service consultation services for global users. For all user consultation messages and feedback information, the customer service team will complete the response within the specified time, efficiently answer user questions, and provide professional and accurate solution guidance. Whether users have questions about product taste, product matching, order placement process, logistics delivery cycle, return and refund rules, they can obtain detailed professional answers through customer service channels. The customer service team has received professional training, is familiar with all product information and platform service rules, can accurately respond to user demands, and avoid professional wrong guidance and perfunctory service problems.
Order and Product Problem Handling Rules
In view of various problems encountered by users in the shopping process, the platform has formulated standardized problem handling processes. If the user finds problems such as wrong order goods, missing goods, product packaging damage and product quality defects after receiving the goods, they can feedback to the customer service team in a timely manner, and the customer service will verify the problem within the shortest time and provide solutions such as re delivery, partial compensation and full refund according to the actual situation. For order problems such as order payment failure, order information error and address modification, customer service can assist users in modifying and fixing them in real time to ensure the normal progress of user orders. All problem handling processes are open and transparent, and the progress can be tracked in real time.
User Feedback and Suggestion Processing Mechanism
The platform attaches great importance to every user's shopping experience and feedback suggestions. Users can put forward optimization suggestions on products, logistics, website service, shopping process and other aspects through customer service channels. The customer service team will uniformly collect, sort out and feed back user effective suggestions to the platform operation team. For reasonable user suggestions, the platform will complete optimization and upgrading in the subsequent operation process. At the same time, for user shopping complaints and negative feedback, customer service will conduct one-on-one special tracking processing, properly solve user problems, eliminate user shopping doubts, and continuously optimize the platform service system based on user feedback.
Service Specification and Prohibition Rules
All customer service staff of the platform strictly abide by service specifications, adhere to the polite, professional and patient service attitude, and prohibit perfunctory reply, cold attitude, delayed processing and refusal to respond to user legitimate demands. For all legitimate user demands and problem feedback, the customer service team must actively respond and properly solve them, and shall not shirk responsibilities and prevaricate users. If users encounter non-standard service behavior of customer service staff, they can initiate service complaints through the platform's official channels, and the platform will verify and punish the non-standard service behavior in a timely manner, and effectively safeguard the legitimate service rights and interests of every user. The platform will always optimize the customer service system, improve service efficiency and service quality, and bring users a reassuring and satisfactory shopping service experience.

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