CUSTOMER SERVICE POLICY

This official customer service policy establishes a complete, unified standardized service operation framework governing all customer consultation, service application, complaint feedback, dispute handling, and service follow-up interaction behaviors between all users and our website customer service team, applicable to all website visitors, order purchasers, and users who submit any form of service demand through all customer service communication channels supported by our online retail store. The core service tenet that all customer service staff must strictly abide by at all times is patient, polite, objective, and efficient response to all user service demands, fully respect every user’s reasonable consumption demands and legitimate rights and interests, eliminate perfunctory replies, evasive service attitude, delayed response processing, and arbitrary refusal of reasonable user service applications, and provide consistent standardized high-quality customer service experience for all users worldwide regardless of regional differences, order amount size, or service demand type complexity. All service operation standards, response time limits, service demand processing flow, complaint and dispute resolution rules, and user service right guarantee clauses recorded within this policy document serve as the sole authoritative assessment standard for evaluating the daily service work of all customer service staff, and our customer service management team conducts regular daily and weekly service quality audits of all customer service staff’s historical communication records to inspect staff compliance with all clauses of this customer service policy, formulate targeted service skill training plans for staff who fail to meet standardized service requirements, and implement standardized service quality improvement rectification work for all non-compliant service behaviors discovered during audits. All customer service communication channels deployed on our website operate in accordance with the unified service response time limits clearly stipulated in this policy document, and we arrange multi-shift customer service staff on duty to cover mainstream user active consultation time periods across different global time zones, to minimize user waiting time for service demand responses and avoid long-term unattended user consultation messages left on website customer service channels. This customer service policy document is fully coordinated and consistent with all other official website policy documents including shipping policy, refund policy, and privacy policy; when handling cross-service type user demands that involve multiple policy scope contents simultaneously, customer service staff shall comprehensively refer to all corresponding official policy documents and provide users with complete, accurate integrated service processing plans that comply with all relevant policy clauses, without quoting isolated single policy clauses to simplify or evade comprehensive processing of user cross-type service demands. All auxiliary service prompt text displayed on website customer service entry pages and automatic reply template messages set on customer service communication channels are only brief simplified auxiliary reminders, and in the event of content conflicts between auxiliary prompt text and the complete clauses of this official customer service policy document, all processing work shall be carried out strictly in accordance with the complete official policy clauses recorded herein.

We deploy multiple stable, real-time online customer service communication channels on all pages of our website to facilitate users to submit various types of service demands conveniently according to their own operation habits, and we clarify the standardized usage specifications and applicable service demand scope for each independent customer service channel one by one within this policy clause to guide users to select the most matching communication channel for different types of service demands, improving the overall processing efficiency of all user service requests. The first core customer service communication channel is the real-time online text consultation pop-up window embedded on every functional page of our website, which supports instant two-way text message communication between users and on-duty customer service staff in real time, and this channel is designated as the preferred communication channel for all users to submit simple, real-time consultation demands including product parameter inquiry, order logistics tracking status check, shipping policy and refund policy clause consultation, simple operation guidance for website shopping cart and order placement functions, and brief pre-order product matching recommendation consultation. When users send text consultation messages through the real-time online pop-up window, on-duty customer service staff will respond to all submitted consultation content within the unified basic response time limit stipulated in this policy, and reply to user questions with complete, accurate policy information and operation guidance content without replying with ambiguous single-sentence vague explanations that fail to fully resolve user consultation doubts. The second customer service communication channel is the dedicated offline service demand feedback form entry set independently on the website customer service center page, which supports users to fill in detailed classified service demand content, attach supporting photographic image materials, and submit formal written service applications, and this channel is designated as the exclusive communication channel for users to submit complex multi-step service demands including formal 60-day return and refund application submission, logistics parcel loss or damage dispute feedback, order after-sales quality problem formal complaint submission, personal privacy information security feedback, and comprehensive cross-policy complex consumption dispute formal application. After users complete filling in and submitting the offline service demand feedback form, the system will automatically generate a unique service demand serial number corresponding to the submitted form content and display the serial number on the form submission success page for users to record and query the subsequent processing progress of their submitted formal service applications at any time through the customer service center page. The third auxiliary customer service communication channel is the website internal order message notification system, which supports one-way message pushing from our store’s operation and customer service team to users’ personal website account message inboxes, and this channel is only used by our staff to actively send passive notification information to users including order payment confirmation notifications, warehouse order packaging processing progress reminders, logistics tracking number synchronization notifications, return application approval result notifications, refund completion feedback notifications, and formal service demand application processing progress update reminders; users cannot actively initiate new consultation messages through this one-way internal message system, and all active user service consultation demands must be submitted through the real-time online pop-up window or offline service feedback form channels. We formulate clear standardized channel usage specifications for all users submitting service demands through the above three customer service communication channels: users shall fill in complete, true, and accurate service demand description content when submitting consultation messages or offline feedback forms, clearly state the corresponding order serial number if the service demand is related to a placed order, and attach clear, complete photographic supporting image materials if the service demand involves product quality problems, damaged delivery parcels, or logistics abnormal tracking records; incomplete, ambiguous service demand descriptions lacking key information will extend the overall processing cycle of user service requests, as customer service staff will need to send supplementary information inquiry messages to users repeatedly to collect complete demand information before launching formal service processing work. Users shall maintain polite, civilized communication language when interacting with customer service staff through all communication channels, and we do not support or respond to consultation messages containing offensive, insulting, aggressive, or irrelevant abusive language content submitted by users; if users repeatedly send uncivilized offensive messages to customer service staff through communication channels, our customer service management team reserves the right to temporarily restrict the user’s access permission to all website customer service communication channels until the user submits a formal civilized communication commitment through the offline service feedback form entry.

We set fixed, unified clear service response time limits applicable to all customer service communication channels and all types of user service demands within this policy clause, dividing service response time standards into two hierarchical levels: basic initial message response time limit and complete service demand closed-loop processing cycle limit, and all customer service staff must strictly comply with both hierarchical time limit standards when handling all user service requests. The basic initial message response time limit specifies the maximum waiting time users need to receive the first official reply message from on-duty customer service staff after submitting consultation content through any real-time online customer service pop-up window during official customer service on-duty hours; all initial consultation messages sent by users will receive complete targeted reply content from customer service staff within this fixed initial response time frame, and unattended unread consultation messages will not be left on the real-time online communication channel for longer than the stipulated time limit. The complete service demand closed-loop processing cycle limit applies to all formal complex service applications submitted by users through the offline service demand feedback form channel, including return and refund applications, logistics dispute feedback, product quality formal complaints, and cross-policy consumption dispute applications; this processing cycle standard defines the maximum time range from the moment users submit the offline feedback form to the moment our customer service management team issues the final binding formal processing result and sends the result notification to users via the website internal message system. After receiving user-submitted service demands through either communication channel, all customer service staff must handle the service request following the unified standardized closed-loop processing flow stipulated in this policy without arbitrarily skipping any processing steps or simplifying formal verification procedures for complex service applications. The first step of the standardized processing flow is complete information verification: customer service staff first sort out all key information submitted by users including order serial numbers, demand description text, and attached photographic supporting materials, and send supplementary information inquiry messages to users immediately if any key verification information is missing, waiting for users to provide complete supporting information before entering the next processing step. The second step is policy matching and solution formulation: after collecting all complete user service demand information, customer service staff comprehensively check all corresponding official website policy documents matching the user’s service demand type, extract all relevant valid policy clauses, and formulate a complete, compliant targeted service processing solution that fully protects the user’s legitimate consumption rights under the premise of complying with all official policy rules, without formulating processing solutions that violate any policy clauses to cater to user unreasonable demands. The third step is processing solution feedback and user communication confirmation: customer service staff send the complete formulated service processing solution to users through the original communication channel used by users to submit the service demand, clearly explain all corresponding policy clause basis supporting the processing solution, and patiently answer all supplementary policy and processing step consultation questions raised by users after receiving the solution feedback, until users fully understand the complete processing arrangement of their service demand. The fourth step is follow-up processing execution and final result closed-loop notification: after reaching consistent processing plan consensus with users through communication confirmation, customer service staff coordinate with the corresponding internal functional departments including warehouse logistics teams, financial settlement teams, and senior after-sales management teams to execute all follow-up processing steps of the service demand according to the confirmed solution; once all follow-up processing work is fully completed and the final processing result takes effect, customer service staff send a formal closed-loop processing completion notification to users through the website internal message system, recording the complete processing flow and final result of the user’s service demand for permanent retention in our website service record system.

We establish an independent, standardized complaint and service dispute resolution system within this customer service policy to fully guarantee all users’ legitimate rights to submit service attitude complaints, service processing result dissatisfaction feedback, and cross-party consumption dispute resolution applications when users are not satisfied with the service replies, processing efficiency, or final processing results provided by frontline on-duty customer service staff. All user complaint and service dispute feedback content is handled by our independent senior customer service management team, which is completely separated from frontline ordinary customer service staff to avoid biased processing results caused by internal staff mutual shielding, and the senior management team conducts full independent re-investigation of all submitted complaint and dispute cases based on complete historical communication records, order data, and all relevant official website policy documents, without relying solely on unilateral statement content provided by frontline customer service staff during case investigation. Users can submit formal service complaints and consumption dispute resolution applications through two designated dedicated channels: the offline service demand feedback form entry on the customer service center page with the complaint demand category option selected during form filling, and the dedicated complaint feedback classification module embedded in the website personal account customer service center interface, both of which support users to attach complete supporting materials including historical customer service communication screenshot records, order payment records, and photographic evidence related to the dispute event to assist the senior management team in completing comprehensive case investigation work. After users submit formal complaint or dispute applications through the designated channels, the system will generate an exclusive complaint case serial number for users to track the real-time investigation and processing progress of their submitted complaint cases at any time through the personal account customer service center page, and the senior management team will issue a formal case investigation progress reminder notification to users via the website internal message system at fixed intermediate time points during the complete complaint processing cycle to avoid users waiting for processing results without any progress updates. When the senior management team completes full independent investigation of a complaint or dispute case, they formulate a final binding case processing result based on all verified factual evidence and corresponding official policy clauses, which includes targeted rectification and compensation arrangements for users if the investigation confirms that frontline customer service staff have violated this customer service policy and caused improper losses or bad service experience to users, and standardized service rectification training arrangements for non-compliant frontline staff as internal service quality improvement measures. The final binding case processing result formulated by the senior management team will be fully explained to users through detailed formal notifications sent via the website internal message system, clearly listing all verified factual evidence and corresponding policy clause basis supporting the final processing result, and the notification will also record all specific rectification and compensation arrangements that will be implemented for the user’s complaint or dispute case in subsequent follow-up processing steps. If users still hold dissenting opinions on the final binding processing result issued by the senior customer service management team after receiving the complete result explanation notification, users can submit a supplementary re-investigation application through the dedicated complaint feedback module within the specified supplementary application time window, attaching new additional factual supporting evidence that was not submitted during the initial complaint application; the senior management team will launch a secondary comprehensive re-investigation of the complaint case based on the newly submitted supplementary evidence and issue a second final binding processing result, which represents the ultimate conclusion of the complaint case with no further supplementary re-investigation application channels available after the second result is issued. All users who visit and place orders on our website possess complete standardized service rights fully protected by all clauses of this customer service policy, including the right to submit consultation demands to customer service staff through all supported communication channels within official on-duty hours and receive timely standardized replies complying with all policy rules; the right to submit formal return, refund, logistics, and after-sales service applications through designated channels and obtain complete closed-loop processing arrangements complying with shipping policy and refund policy clauses; the right to submit formal service attitude complaints and consumption dispute resolution applications through dedicated complaint channels when dissatisfied with frontline customer service processing results and receive independent fair re-investigation processing from the senior management team; the right to request customer service staff to provide detailed official policy clause explanations for all service processing arrangements to fully understand the policy basis of all service handling operations; and the right to access and view all historical customer service communication records and service demand processing results associated with their personal website accounts at any time through the personal account customer service center page. Our store’s customer service management team continuously optimizes all customer service operation processes and policy clauses based on the real feedback opinions and reasonable improvement suggestions submitted by users through customer service communication channels, to continuously upgrade the overall customer service quality of our website and provide more efficient, transparent, and reassuring standardized service experience for all global users.