Customer Service Policy


Policy Overview and Service Tenet

This Customer Service Policy standardizes the full-process customer service work specifications of our footwear ecommerce platform, clarifies the service standards, processing procedures, responsibility norms and user guarantee mechanisms of all customer service links, and is applicable to all pre-sales consultation, in-sales assistance, after-sales processing, complaint feedback and user rights protection services of the platform. The platform always adheres to the service tenet of user-centric, professional, efficient and honest service, takes solving user demands and protecting user rights and interests as the core goal, and builds a full-cycle, all-scene standardized customer service system for global online shopping users.

Pre-sales Consulting Service Specifications

In the pre-sales stage, the platform provides comprehensive and professional product consultation and shopping guidance services for users. Users can consult customer service personnel through official channels for all product-related questions, including product material introduction, size selection guidance, functional characteristic description, scene adaptation scope, wearing comfort characteristics, product style details and quality standard specifications. All customer service personnel have received professional product training, proficient in all product line parameters and characteristics of the platform, and can provide accurate, detailed and targeted consulting answers for users.
In addition to product consultation, the pre-sales service also includes shopping process guidance, order rule consultation, logistics policy inquiry, preferential activity explanation and other service contents. For users’ questions about platform shopping process, order payment rules, free shipping policy, global delivery standards and discount activity rules, customer service will provide one-to-one detailed explanation and guidance to help users fully understand the platform’s shopping rules and preferential policies, and assist users in completing accurate order placement and reasonable product selection.

In-sales Order Assistance Service

During the order placement and payment process, the platform provides real-time order assistance services for users. For abnormal problems such as order submission failure, payment system error, order information error modification, and order quantity adjustment encountered by users during shopping, customer service personnel will respond quickly to assist users in troubleshooting and solving problems, ensuring the smooth completion of user order placement and payment operations.
After the user successfully places an order, the customer service team will assist users in tracking the order review status, shipment progress and logistics pre-arrangement. For users’ active demands for order information inquiry, the customer service team will feed back the latest order processing progress in real time. For order information modification demands such as address adjustment and contact information change before order shipment, the customer service will complete the modification and synchronization of order information in accordance with the standard process to ensure the accuracy of order delivery information.

After-sales Problem Handling Service

After users receive the products, the platform provides comprehensive after-sales service support covering product quality problems, logistics abnormal problems, return and refund demands, and product use consultation. For product quality problems such as product damage, defective workmanship, inconsistent description and functional defects, customer service will verify the problem information through pictures, videos and other evidence submitted by users in a timely manner, and launch after-sales protection procedures in accordance with the refund and return policy.
For logistics problems such as delayed delivery, package abnormality and order loss, the customer service team will take the initiative to dock with the logistics provider, track the abnormal cause of logistics, and feed back the processing progress and solution to users in real time. For users’ return and refund application consultation, process guidance and progress inquiry demands, customer service will provide full-process follow-up service, guide users to complete return operation, track product inspection and refund progress, and ensure that users’ after-sales demands are efficiently solved.

User Complaint and Suggestion Handling Mechanism

The platform has established a standardized user complaint and suggestion handling system to accept all users’ complaints about service problems and valuable suggestions for platform optimization. Users can submit service complaints, problem feedback and platform optimization suggestions through official customer service channels. All complaint information will be recorded in real time by the system and assigned to special customer service personnel for docking processing, without omission, delay and perfunctory handling.
For user complaints, the customer service team will complete problem verification within the fastest time, formulate targeted solutions according to the actual situation of the problem, and feed back the processing result to users within the standard time limit. For users’ reasonable optimization suggestions on product design, service process, platform function and activity rules, the customer service team will sort out and summarize them uniformly, feed them back to the platform operation and product team, and continuously optimize the platform’s products and services based on user feedback.

Service Response and Processing Standards

The platform implements standardized customer service response and processing time limit standards to ensure the efficiency and timeliness of service response. For conventional consultation demands, the customer service team will complete real-time response and answer; for complex problem consultation and after-sales abnormal problems, the customer service will confirm the problem details for the first time and formulate a processing plan, and regularly synchronize the processing progress to users until the problem is completely solved.
All customer service behaviors strictly abide by the norms of polite service, professional answer, honest handling and active responsibility. The platform prohibits customer service personnel from perfunctory reply, delayed processing, prevarication of problems and improper attitude service behaviors, and has established a perfect service assessment mechanism to continuously improve the overall service quality and user shopping experience.

Service Scope Explanation

The customer service scope of the platform covers all official services and product transactions of the platform, including pre-sales product consultation, order process assistance, logistics tracking inquiry, after-sales return and refund processing, problem complaint feedback and platform rule explanation. The customer service team will provide standardized services for all users who complete official transactions on the platform, and protect the legitimate shopping rights and interests of every user.