Customer Service Policy

This Customer Service Policy formulates unified service specifications for all pre-sales consultation, in-order assistance, after-sales disposal and complaint feedback work of our washable discount rug e-commerce platform, which is the core operation standard for all customer service personnel and the public service commitment displayed on the official website for global consumers. Centered on the service tenet of user-oriented, professional and efficient response, the policy covers all service links from users’ initial product browsing consultation to 60-day return refund after-sales processing, realizing full-process standardized service management for the whole shopping journey of washable rug buyers.

All users who enter the website to view products or complete purchase orders enjoy equal customer service rights specified in this policy, without differentiated service treatment based on order amount, consumption frequency and delivery region of customers. All frontline customer service employees need to receive systematic training including full platform policy learning, complete product parameter cognition and standardized communication norms before taking post independently, and the platform optimizes service workflow and supplements policy content according to user feedback regularly with updated clauses released on website synchronously.

Pre-sales consulting service is the primary service link helping users complete rational purchase decision of washable rugs, covering all pre-purchase questions including product fabric composition, real machine washable performance, stain-resistant technical feature, size matching suggestion for different room types, product daily maintenance method, platform free shipping rule explanation and ongoing preferential activity interpretation. All service representatives master detailed parameters of all rug products after professional product training, can provide objective and accurate commodity introduction for users focusing on family groups with kids and pets.

In pre-sales communication, service staff must follow the principle of objective introduction and honest recommendation, strictly prohibit exaggerated description of product anti-fouling effect, false size guidance and forced inducement of blind consumption. For users confused about selecting suitable floor rugs for high-traffic household environment, customer service can provide targeted product matching suggestions according to living scene characteristics, but fully respect users’ final independent purchase choice without excessive sales persuasion. All consultation records are archived in the platform service system to support regular internal service quality assessment and subsequent user follow-up service.

In-sales service focuses on solving various abnormal problems in the period from successful order payment to warehouse outbound delivery within 1-3 business days processing cycle, including payment failure troubleshooting guidance, pre-delivery shipping address modification application processing, real-time inventory verification of ordered commodities and order processing progress regular feedback for waiting customers. When users fill wrong consignee information or need to adjust purchase quantity before goods are packed and shipped, customer service will coordinate with warehouse department to complete order information modification free of extra administrative cost according to users’ legitimate application.

After the order is delivered out of warehouse and generates tracking number, service personnel can assist users to check the initial logistics information in time when users cannot find tracking entry independently. All in-sales service adheres to efficient processing standard, and conventional order abnormal problems get effective reply within the prescribed response time to ensure smooth progress of user’s order transaction.

After customers receive ordered washable rugs, the after-sales service team is responsible for handling all post-delivery problems covering product quality defect disposal, parcel damage compensation guidance, 60-day free return application operation guidance and 5-10 days refund progress inquiry. For products with factory quality problems such as weaving defect and inconsistent specification with order, customer service guides users to initiate return or partial refund application in accordance with Refund Policy and arranges free return logistics as per free return rule.

For logistics delay, parcel loss and other delivery abnormal issues, service staff tracks the whole logistics link with cooperative courier providers, feeds back investigation result and specific disposal plan to users within regulated time. For users’ questions about daily cleaning and maintenance of washable rugs after purchase, customer service provides professional usage guidance to help users give full play to the stain-resistant and machine washable advantages of purchased commodities. All after-sales cases are tracked by designated service staff until the user’s problem is fully closed and resolved.

The platform opens special complaint and suggestion receiving channel for all users to submit dissatisfaction feedback on product quality, logistics efficiency and service attitude as well as optimization suggestions for platform operation. All submitted feedback information is recorded in the system uniformly after receipt and classified by problem category for targeted follow-up disposal.

For valid service complaints from users, the platform arranges special responsible person to verify the truth of the problem within specified time, rectify the existing service defects and give reasonable compensation plan when necessary. For valuable optimization suggestions on product development, website layout and logistics improvement proposed by consumers, customer service sorts out all valid suggestions regularly and submits to platform operation and product R&D department as important reference basis for subsequent business upgrade. Every user’s feedback is taken seriously as the important standard to promote continuous improvement of platform service level.

All customer service staff need to abide by unified communication etiquette and professional service norms in daily work, keep polite and patient communication with users, answer questions accurately and explain relevant platform policies detailedly. Cold perfunctory reply, intentional delay of problem processing, arbitrary rejection of users’ legitimate reasonable demands and inappropriate quarrel with users are explicitly prohibited service violations.

Service personnel cannot privately collect users’ personal information, make arbitrary commitment of non-platform official preferential policy and privately guide off-site transaction beyond platform official trading channel. The platform regularly organizes service skill training and post assessment for all customer service teams, optimizes service system aiming at existing service deficiencies found in assessment results, and continuously improves overall service quality of the whole after-sales system.

Users need to abide by good faith principle when submitting consultation and feedback through official service channel, and the platform prohibits users from sending abusive words, invalid spam information and repeatedly submitting unreasonable excessive demands to disturb normal daily work of customer service team. For users with long-term malicious harassment of service personnel and false complaint for improper compensation purpose, the platform reserves the right to restrict part of service consultation authority temporarily according to actual situation to maintain normal order of customer service work.