Legal notice

Customer Service Policy

1. Core Mission

We are dedicated to providing timely, professional, and empathetic service. Our goal is not just to solve problems, but to build long-term relationships based on trust.

2. Service Commitments (External)

  • Response Times:

    • Live Chat/Phone: Response within 2 minutes during business hours.

    • Email Support: Substantive reply within 24 hours.

  • Transparent Communication: If a problem cannot be resolved immediately, we will provide an estimated timeframe and proactive progress updates.

  • Principle of Fairness: We respect every customer. Regardless of order size, everyone receives the same high standard of professional service.

3. Operational Standards (Internal)

Stage Action Required Prohibited Actions
First-Contact Accountability The specialist who takes the case must follow through to the end. No passing the buck. Never say "This isn't my department."
Emotional Management Address the emotion (empathy) before addressing the issue. Never engage in verbal arguments with customers.
Solution Oriented Always provide at least one viable alternative rather than a flat refusal. Never say "No" without explaining the reason.

4. Disputes & Returns

  • Simplified Process: For requests that meet policy, we maintain a "minimalist approval" process to reduce customer wait times.

  • Compensation Mechanism: For errors on our part (e.g., shipping delays, defects), we proactively offer compensation (coupons, small gifts, or loyalty points) in addition to solving the core issue.

5. Continuous Improvement

  • Customer Feedback: Every piece of feedback—positive or negative—is recorded and included in our monthly performance review.

  • Privacy Protection: We strictly adhere to data protection regulations and never disclose customer personal information.