1: How to handle customer complaints:
(1): The customer service team will receive customer emails, reply to all customer questions, and take refund, replacement and replenishment
(2): The customer service team will handle customer complaints through the PAYPAL background, reply to customer complaints, and refund the customer in the PAYPAL background. measure
(3): Some customers will communicate with us through some chat software, such as some foreign mainstream tools such as WHATSAPP. The customer service team will communicate in time and deal with the problems raised by customers in a timely manner, so as to solve the problem as soon as possible!
2: Team size: 12 customer service team members
2: A description of the return policy for refunds proposed by the customer
(1): When the operation receives the payment from the customer, it will notify the warehouse to check and send the goods as soon as possible
(2): During the delivery of the goods, the customer will have some questions, such as asking about the logistics situation, asking for pictures of the product delivery, etc. The customer service team will reply to the customer’s logistics inquiry website through email, PAYPAL background and other measures, and send real pictures of the goods, etc.
(3): When the customer proposes a refund, the customer service team will communicate first. If the customer is still not satisfied, the customer service team will take a refund.
(4): If the logistics package is lost, the customer service team will communicate with the customer and take measures such as reissue and refund.
(5): If the customer does not receive the goods within the time promised by us and raises doubts, a refund shall be taken
(6): Because the goods are sent abroad, generally no return processing is adopted, that is, the customer will be refunded and not returned.
(7): If the customer asks about the inconsistency of the description of the goods in the PAYPAL background, the customer service team will take measures such as refund and reissue after communication.
(8): If the customer has not received the goods in the PAYPAL background, the customer service team will send the tracking website of the logistics provider to the customer, which is convenient for the customer to inquire and receive the goods.
(9): Because the customer service team has 12 people, in order to achieve better service, each customer service staff adopts a one-to-one, responsible policy for each customer's purchasing habits, and refunds are available for different customers and different countries. Payment returns will vary
3: Refund time and conditions
(1): The refund period is determined according to the time when the customer initiates the customer complaint and after the customer service contacts the customer to understand the specific situation
(2): When a customer initiates a customer complaint, the customer service team will intervene at the first time, and understand the specific needs of the customer, so as to decide whether to refund or exchange the goods, which is usually resolved on the same working day.
(3): Some customers will send e-mail inquiries, and the customer service team will communicate with customers in the form of e-mails according to customer needs.
(4): For customer complaints initiated by the customer in the PAYPAL background, the customer service team will respond to the PAYPAL background on the same working day, and reply to the customer through the PAYPAL background. Same day refund or exchange
(5): If the goods are damaged during transportation, the refund time will be refunded in the PAYPAL background on the working day
(6): The goods are lost during transportation, and the customer determines that the goods have not been received. The refund time is the same day as the refund in the PAYPAL background.
(7): If the customer does not receive the goods within the time specified by the merchant, that is, if the delivery time of the goods is delayed a lot, we will take a refund. The refund time is the same day as the refund in the PAYPAL background.
(8): If there is insufficient inventory in the warehouse and the products ordered by the customer cannot be delivered in time, the customer service team will communicate with the customer. After the customer has confirmed the refund request, the customer service team will refund the money in the PAYPAL background on the working day.
(9): In some countries and regions where the order is placed, if the logistics provider cannot deliver it due to other factors, the customer service team will inform the customer by email and refund the money in the PAYPAL background on the working day
: For all customer complaints, the customer team will adopt a refund and exchange policy according to customer needs, and will respond on the working day
