Customer Service Policy


1. Service Positioning & Full-Service Scope

This Customer Service Policy standardizes all customer support service behaviors of the platform, clarifies service standards, response specifications and problem-solving principles, and is applicable to all user consultation, feedback and service demands generated in the process of using platform shopping services. The platform customer service team is positioned as a professional, efficient and user-oriented service support team, committed to solving all shopping-related problems for global users and creating a comfortable, reassuring and transparent cross-border skincare shopping experience.
The full coverage scope of platform customer services includes commodity consultation, order problem solving, logistics tracking inquiry, discount activity explanation, return and after-sales guidance, policy term interpretation, shopping operation guidance and user feedback processing. Whether users have pre-purchase consultation, in-purchase operation problems or after-purchase service demands, the customer service team will provide one-stop professional support.
The customer service team adheres to the service tenet of patience, professionalism and efficiency, uniformly standardizes service language and processing procedures, and eliminates perfunctory replies, delayed responses and prevarication processing. All service links are supervised by the platform operation system to ensure that every user can obtain standardized and high-quality service experience.
The platform takes continuous optimization of customer service quality as a long-term operation goal, collects user service feedback in real time, sorts out service pain points, iterates service processes, and constantly improves the professionalism and humanization of customer services to adapt to the diversified shopping demands of global users.

2. Standard Service Response & Processing Mechanism

The platform implements a unified customer service response standard for all user demands. For conventional simple consultation questions including product introduction, discount rules and logistics cycle, the customer service team will provide accurate and standardized reply solutions in the first time to solve user doubts efficiently. For complex problems involving order exceptions, logistics abnormalities and after-sales disputes, the team will conduct comprehensive information verification, sort out problem causes, and formulate targeted solutions within the standard processing cycle.
All user consultation records and service feedback will be archived uniformly by the system to form a complete service file, which is convenient for follow-up problem tracking and secondary service docking. The platform sets up a service quality evaluation mechanism, and users can evaluate the service attitude, professional level and problem-solving effect of customer service after the completion of service docking, which is used as an important basis for team service optimization.
During platform promotional peak periods and user consultation peak periods, the number of user service demands will increase significantly. The platform will deploy additional customer service manpower resources to ensure that the response speed and processing quality of user services are not affected, and avoid long-term waiting and unresolved user problems.
The customer service team strictly implements the full-process tracking mechanism for abnormal problems. For all unresolved user demands and disputed problems, special personnel will be arranged to follow up until the problem is completely solved and the user’s doubts are eliminated, ensuring that every user’s legitimate demands are responded to and satisfied.

3. User Consultation Norms & Communication Rules

In order to improve the efficiency of problem solving, users are recommended to provide complete and effective information when initiating customer service consultation, including corresponding order numbers, product names, detailed problem descriptions and relevant evidence pictures. Complete information can help the customer service team quickly locate problems, verify information and give accurate solutions, greatly shortening the problem processing cycle.
All user communication with customer service needs to maintain a polite, rational and respectful communication attitude. The platform advocates positive and effective problem communication and resolves shopping disputes through rational negotiation. The platform does not accept malicious harassment, abusive remarks, threatening language and insulting behaviors against customer service staff, and has the right to terminate service response for users with inappropriate communication behaviors.
Users are prohibited from putting forward unreasonable excessive demands, malicious entanglement and repeated harassment of the same problem. For service demands that violate platform rules, industry norms and fair transaction principles, the customer service team has the right to refuse to handle and give standardized rule explanations.
Standardized communication norms are formulated to maintain a good service interaction environment, ensure efficient and orderly development of customer service work, and enable more users to obtain high-quality and fast service support.

4. Problem Handling Principles & Feedback Optimization Mechanism

The platform adheres to the fair and just problem handling principle for all user service problems. For shopping problems, service errors and product problems caused by the platform’s operation and service reasons, the platform will take full responsibility, take the initiative to make up for user losses, and provide reasonable compensation and solutions to ensure that user rights and interests are not damaged.
For problems caused by user’s personal operation errors, subjective misunderstanding and improper use, the customer service team will provide professional guidance and objective rule interpretation, help users correctly understand platform rules and product usage methods, and avoid repeated misunderstandings and invalid disputes.
The platform opens a permanent user feedback and suggestion channel, actively accepts all users’ opinions and suggestions on products, services, platform functions and preferential activities. All valid feedback will be sorted out and summarized uniformly, fed back to the operation and product team, and optimized and iterated in targeted manner.
The platform takes user satisfaction as the core assessment standard of customer service work, continuously optimizes service processes, improves professional service capabilities, solves user shopping pain points in a targeted manner, and strives to build a warm, professional and reliable customer service system for global skincare consumers.