Customer Service Policy


Policy Overview & Service Tenet

This Customer Service Policy standardizes the platform's daily customer service work standards, service process, service scope, and user rights protection rules, and is applicable to all consultation, after-sales, complaint, and feedback service scenarios of the platform. Adhering to the service tenet of professionalism, patience, efficiency, and sincerity, we are committed to providing high-quality, standardized, and humanized customer service for all global skincare users, solving all shopping doubts and service problems for users in a timely manner, and creating a reassuring and comfortable online shopping service experience.
All customer service work of the platform takes user demand as the core, abides by the principle of fair service for all global users, eliminates regional service differences, and provides consistent high-standard service support for every user. Our customer service team has received professional skincare knowledge and service skill training, familiar with all platform product information, shopping rules, logistics policies, and after-sales regulations, which can accurately and efficiently respond to various user demands.

Customer Service Scope & Service Content

The platform's customer service covers the whole process of pre-sales consultation, in-sales guidance, and after-sales guarantee, realizing full-link service coverage for user shopping. In terms of pre-sales service, customer service can provide users with professional product consultation, including product ingredient introduction, efficacy adaptation, skin type applicability, product usage method, and product detail parameter explanation, helping users select skincare products suitable for their personal skin conditions.
In terms of in-sales service, customer service supports users' order operation guidance, shopping process consultation, payment problem solving, logistics delivery rule explanation, and preferential policy interpretation, helping users complete order submission and shopping operation smoothly. For users' abnormal order problems, customer service can conduct real-time inquiry and problem elimination to ensure the normal progress of user orders.
In terms of after-sales service, customer service is responsible for handling users' return and refund applications, product quality problem feedback, logistics abnormal problems, order error problems, and shopping dissatisfaction feedback. At the same time, customer service accepts users' platform optimization suggestions, product feedback, and service complaint feedback, and sorts out and feeds back effective user suggestions to the operation team to continuously optimize platform products and services.

Service Response & Processing Efficiency Standard

The platform implements standardized customer service response efficiency standards to ensure timely and effective response to user demands. During the normal service period, the customer service team will respond to user conventional consultation messages within the fastest time, avoiding long-term waiting and delayed reply. For simple consultation problems such as product introduction, process inquiry, and rule explanation, customer service will complete problem reply and solution guidance in one time.
For complex problems that need to be verified and checked, such as order abnormal problems, logistics delay problems, refund review problems, and product quality disputes, customer service will first feedback the preliminary processing progress to the user, complete the internal verification and investigation within the specified time, and feed back the final processing result and solution to the user. We strictly avoid perfunctory reply, delayed processing, and unresolved user problems, and ensure that every user's demand can get effective docking.

User Feedback & Complaint Processing Mechanism

The platform attaches great importance to user shopping experience and feedback suggestions, and has established a perfect user feedback and complaint processing mechanism. Users can submit product experience feedback, platform service suggestions, and service complaints through the official customer service channel at any time. All feedback information will be recorded and sorted out by the special person in charge, and classified and processed according to the content and type of feedback.
For positive product experience and platform optimization suggestions put forward by users, the operation team will evaluate and absorb them, and apply effective suggestions to product selection, page optimization, and service upgrade, so as to continuously improve the overall shopping experience of the platform. For user service complaints and problem feedback, the customer service team will verify the problem truthfully, formulate a reasonable solution according to the platform rules, and complete the problem handling and user reply within the processing cycle.
We adhere to the principle of user-oriented complaint handling, actively communicate with users, patiently listen to user demands, and try our best to solve user shopping troubles. For service problems caused by platform reasons, we will take the initiative to assume responsibilities and provide reasonable compensation and solutions; for user operation problems and misunderstanding problems, we will patiently explain and guide to eliminate user doubts.

Service Specification & Prohibited Behaviors

Our customer service team implements strict service specification standards, requiring all service personnel to maintain a polite, professional, patient, and respectful service attitude when communicating with users. It is forbidden to have bad service behaviors such as rude reply, perfunctory prevarication, active termination of communication, negative response to user demands, and quarreling with users.
Customer service personnel shall answer user questions truthfully, shall not falsely introduce product efficacy, falsely publicize platform services, or arbitrarily promise service benefits that do not conform to platform rules. For problems beyond the service authority, customer service shall truthfully explain to users and assist in docking with the competent department for processing, instead of blindly answering and misleading users.

User Service Rights Protection Rules

All users who shop on the platform enjoy equal and complete customer service rights, including the right to obtain truthful product and service information, the right to get timely service response, the right to apply for after-sales service in accordance with regulations, the right to put forward feedback and complaints, and the right to obtain reasonable problem solutions. The platform will fully protect users' legitimate service rights, and will not refuse users' legitimate service demands for no reason, or discriminate against users' service demands.
If users encounter irregular service behaviors of customer service personnel, they can submit complaints through official channels, and the platform will verify and deal with them seriously, rectify irregular service behaviors in a timely manner, and optimize the overall service level of the team.