Customer Service Policy

Policy General Statement This customer service policy sets forth unified norms for consultation feedback, problem handling, service constraint and other related contents between users and our platform. This policy applies to all users who browse our website, place orders and use our customer service channels. All users who initiate consultation to our customer service team shall be regarded as having read and accepted all clauses of this customer service policy. This policy aims to guarantee orderly communication between both sides, standardize service processing flow, and protect legitimate rights and interests of users while maintaining normal operation order of our platform. All service behaviors of our customer service team shall be implemented in accordance with the contents of this policy. We will not make oral commitments beyond the scope of written policy clauses. Any oral statement inconsistent with written policy text shall be subject to the written policy content. When we need to adjust clauses of customer service policy due to operation demands, we will release updated version on website page. The revised policy will take effect after public display on website. Users shall take the latest published policy text as the standard when enjoying customer‑service‑related support.

Scope of Customer Service Support Our customer service team provides service support covering multiple links in the whole shopping process. Before order placement, users can consult about product‑related basic information, platform rule description, order‑related common problems and other pre‑sale content. After order submission, users can consult about order state, dispatching progress, logistics‑related situation and other order‑processing‑stage problems. After goods arrive, users can initiate consultation aiming at return application, refund progress, commodity‑related abnormal problems and other after‑sales demands. Our customer service scope is limited to business related to website platform operation. We do not provide service support for matters irrelevant to orders and website shopping business. Customer service team is responsible for receiving user feedback and suggestions about platform experience. We will sort out effective feedback information as reference basis for platform service optimization. Customer service staff can explain the specific meaning of each platform policy clause for users, but cannot arbitrarily modify the formulated platform rules according to personal will. All problem handling shall be based on the officially released policy text of the website.

Service Communication Norm for Both Sides Normal and polite communication is the premise for solving user demands efficiently. Our customer service staff will keep polite and objective attitude when receiving user consultation, respond to user questions aiming at platform rules and factual situation. Users shall also keep rational and polite expression in the process of communication. Verbal abuse, threatening speech, malicious harassment and other inappropriate communication behaviors are not allowed. If users adopt inappropriate expression mode in communication, our customer service team has the right to suspend the communication process temporarily. After users adjust communication mode to normal state, we can restart problem processing. We advocate users to describe problems objectively and provide relevant factual clues when putting forward demands, which helps to improve problem‑solving efficiency. Customer service staff will give reply aiming at user‑submitted content. If user description is vague and lack of necessary factual information, customer service staff will ask for supplementary information. Users need to provide corresponding effective information cooperatively, so as to promote the completion of problem processing. We will not accept unreasonable demands that obviously violate platform policy clauses in communication process.

Response Time and Working Rhythm Our customer service works in fixed working rhythm. We will try our best to reply to user consultation messages within conventional working hours. Users need to understand that consultation volume fluctuation will bring reasonable difference to reply rhythm. During period of consultation volume surge, reply may have short‑term delay. We will process user consultation messages in the order of reception as far as possible. Outside working hours, user submitted consultation messages will be processed after entering the next working period. Users shall not require instant real‑time reply beyond our working rhythm. We will not set fictitious over‑efficient service commitment. For complex problems that need to verify order information, logistics data and other factual content, customer service staff cannot give final processing result immediately. They need to carry out relevant verification work first, and then feed back processing conclusion to users after verification is completed. For this kind of complex consultation, there will be reasonable processing cycle. Users are suggested to wait patiently within normal processing cycle, and avoid repeatedly sending same consultation content in a short time, which will not speed up processing progress, but will interfere with normal work order.

Handling Flow for User Complaints and Feedback When users have dissatisfaction with platform service, order processing result and other aspects, they can submit complaint and feedback through our customer service channel. After receiving user complaint content, customer service staff will record user complaint information completely, sort out the core demand and factual description of complaints. For simple complaint content, we will give feedback of processing opinion after preliminary verification. For relatively complex complaint cases, we need to carry out multi‑party verification combining order records, logistics information and platform policy clauses. After finishing verification work, we will feed back the processing conclusion to users. We will handle every valid complaint seriously on the premise of abiding by platform rules. We will adjust service details aiming at reasonable complaints and effective suggestions put forward by users, so as to realize platform service optimization. But we cannot make processing result that violates platform established policy clauses just because of user complaint. If users are not satisfied with the preliminary processing conclusion of complaints, they can put forward secondary explanation of factual basis, and we will carry out re‑examination aiming at supplementary factual information. Re‑examination is based on objective facts and platform policy, and does not guarantee changing the original processing result.

Limitations of Customer Service Authority It is necessary for users to clearly understand the authority boundary of customer service team. Customer service staff are executors of platform established rules, rather than rule‑makers. Customer service staff have no authority to arbitrarily change the clauses of shipping policy, refund policy and other official policies. They cannot promise refund, compensation, special‑treatment scheme beyond the scope of platform policy. Customer service staff can explain policy content for users, verify order‑related facts, submit user demands to internal processing link, and feed back formal processing results. But they cannot independently decide to produce special‑treatment result beyond rule constraint. For problems related to third‑party logistics providers and third‑party payment channels, customer service team can assist users to launch inquiry work, but we cannot control the operation logic and processing result of third‑party institutions. We cannot bear responsibility for problems caused by third‑party service links beyond our control. All solutions fed back by customer service must be within the scope allowed by platform official policy. Any private commitment beyond policy made by individual staff shall be invalid, and users shall take official written policy content as the only judgment basis.

Order‑Related Information Verification Requirement When users submit order‑related consultation, after‑sales application and complaint demand, we will carry out necessary identity verification aiming at corresponding orders. Users need to provide relevant order‑related information to confirm the corresponding order subject. We carry out identity verification to avoid irrelevant persons operating other people’s order information, so as to protect order‑related information security of real users. Users shall provide true and valid order information cooperatively when we put forward verification requirement. If users cannot provide effective information for order verification, we cannot carry out subsequent service processing for corresponding order. We will not disclose other people’s order information to any irrelevant person. Even for order‑related consultation submitted by users themselves, we will only feed back information content corresponding to verified orders. We will not leak other users’ order‑related data. All order‑related service processing will start after finishing effective identity verification. This verification link is a necessary procedure for customer service work, and users need to cooperate to complete it.