Customer Service Policy

This Customer Service Policy is formulated to standardize all customer service work of our e-commerce platform, standardize the service process, service attitude and service standards, and ensure that every user can obtain professional, efficient and polite service support during the whole process of browsing, shopping, after-sales and consultation. Our platform focuses on the sales of charging devices, portable power supplies, docking stations, conference equipment and various electronic tech accessories, and high-quality customer service is an important part of our overall service system. All customer service staff of the platform must abide by the terms of this policy, take "integrity, professionalism, efficiency and thoughtfulness" as the core service tenet, and wholeheartedly solve various problems and doubts for customers. This policy covers all service links including pre-sales consultation, in-sales assistance, after-sales processing, complaint acceptance and problem feedback, and is applicable to all customers who use our platform services.

Pre-sales consultation is the first link of customer service, mainly serving users who have the intention to purchase and want to understand product and platform related information. Our customer service team provides consulting services covering product parameters, function introduction, usage methods, product differences, inventory status, preferential activities, platform rules, shipping standards and other content. When receiving pre-sales consultation, service staff shall respond to customer questions in a timely manner, answer questions accurately and professionally, and avoid ambiguous replies, perfunctory answers or misleading guidance. For customer questions about product performance, application scenarios and matching suggestions, we will give targeted recommendations according to the actual needs of customers. We will actively introduce the platform’s free shipping, discount activities and basic after-sales rules to customers, so that users can fully understand the relevant service advantages before placing an order. All pre-sales consultation services are free of charge, and we will not charge any consulting fees to users.

In the order generation and execution stage, our customer service team provides full-process auxiliary services for customers. When customers encounter problems such as difficult order submission, payment failure, address modification, product model adjustment and order quantity change during placing orders, they can contact customer service for help. Our staff will guide users to complete the operation step by step, or assist in modifying order information within the allowable scope of rules. After the order is successfully placed, if customers want to know the order processing progress, packaging status and estimated delivery time, customer service will query the real-time order information and feed it back to users in a timely manner. For orders with abnormal status, we will track the problem immediately, coordinate with the order processing and logistics teams to solve the abnormality, and keep in touch with customers to synchronize the progress. We ensure that every order-related problem can get a clear solution and reply.

After customers receive the goods, our after-sales customer service will provide comprehensive support for all post-purchase problems. The after-sales service scope includes product use guidance, function debugging, fault troubleshooting, return and refund process guidance, free return service coordination, logistics problem handling and product quality problem handling. For users who are not familiar with the product operation, we will provide detailed use tutorials and operation guidance. For products with functional abnormalities or quality problems, we will follow the refund policy and return rules to assist customers in completing the after-sales process. We fully implement the 60-day return window, 5-10 days refund processing and free return service standards, and customer service will act as a bridge to coordinate all links of after-sales work. No matter it is a small use problem or a complex after-sales dispute, we will treat it seriously and follow up the whole process until the problem is resolved.

We have formulated clear service response time standards to ensure that customers do not wait for a long time after putting forward demands. During the normal service period, our customer service channel remains open stably. For the conventional consultation, questions and simple problem feedback put forward by customers, our service staff will complete the first response within the specified time and start to deal with the problem. For complex problems that need to coordinate multiple departments, query data and verify information, we will first reply to the customer to inform that we have received the demand, and explain that the problem needs a certain processing time, and then regularly synchronize the processing progress with customers. We try our best to shorten the overall processing cycle of all service demands. For a small number of demands involving cross-department coordination and problem investigation, we will give a clear time node for the final reply to avoid customers waiting blindly.

We have a standardized complaint acceptance and handling mechanism to treat all customer complaints seriously. If customers are dissatisfied with products, logistics, service attitude, processing results and other aspects, they can submit complaints through our official customer service channel. When accepting complaints, the service staff will record the customer’s complaint content, order information, related evidence and demands in detail, and sort out the complete complaint file. Then the complaint will be handed over to the special complaint handling team for investigation and verification. We will listen to the customer’s demands patiently, verify the whole process of the event objectively, and handle the complaint in accordance with platform rules and relevant policies. After the handling result is determined, we will feed back the result and handling reasons to the customer in detail. For reasonable complaints, we will correct problems and optimize services in a timely manner; for inappropriate complaints, we will explain the rules to customers patiently.

All customer service staff shall abide by uniform language and attitude norms in the service process. We advocate polite, friendly, patient and professional service attitude, and strictly prohibit bad service behaviors such as rude words, perfunctory reception, quarreling with customers, ignoring customer demands and cold attitude. In the communication process, we use standardized and easy-to-understand language to communicate with customers, avoid using obscure professional terms at will, and ensure that customers can clearly understand the reply content. When encountering customers with emotional fluctuations, we will maintain restraint and patience, guide communication in a rational way, and resolve negative emotions while solving problems. We conduct regular service training for all customer service personnel to continuously improve service literacy and communication skills, and maintain a good service image of the platform.

In order to standardize service behavior and protect the rights and interests of customers and the normal operation of the platform, we have clearly defined the prohibited behaviors of customer service staff. First, it is forbidden to ask customers for private sensitive information unrelated to service needs, or illegally collect, use and disclose customer privacy information. Second, it is forbidden to make arbitrary promises beyond the platform’s service scope and policy provisions to customers, or falsify platform rules, product information and service standards. Third, it is forbidden to favor one side in the problem handling process, cover up problems, or deliberately delay the processing progress of customer demands. Fourth, it is forbidden to use the customer service identity to carry out private transactions, promote unrelated products or conduct other behaviors that violate platform regulations. Fifth, it is forbidden to disclose the internal operation data, unpublished activity plans and confidential information of the platform to external personnel. Once prohibited behaviors occur, we will impose penalties in accordance with internal management regulations.

We take every customer’s feedback and evaluation on customer service seriously. Customers can put forward opinions, suggestions and evaluations on our service attitude, processing efficiency, solution results and other aspects through the service channel. We will collect, sort and analyze all customer feedback regularly, summarize the existing problems in customer service work, and formulate targeted optimization and improvement plans. For the reasonable suggestions put forward by customers, we will adopt them actively and apply them to the daily service work. We also carry out regular service effect evaluation, check the service quality of each service link, find out the weak links in service, and continuously optimize the service process and service mode. Our customer service team will grow and progress together with the platform, and always improve the service level around the actual needs of customers.

Our customer service is only responsible for solving various problems related to the products, orders, logistics, after-sales and platform rules generated by users on this platform. We do not provide professional technical consulting services unrelated to platform transactions, offline service docking and other service content beyond the business scope. For problems caused by the user’s own improper operation, wrong use of products, failure to abide by platform rules and other personal reasons, we will provide guidance and explanation services, but we cannot bear the corresponding responsibilities. For problems caused by force majeure factors such as natural disasters, regional policy changes and large-scale logistics failures, we will try our best to assist customers in sorting out solutions, but we cannot promise to eliminate all adverse impacts. All service scope limitations will be explained to customers truthfully when related problems are encountered.