Customer Service Policy


Service Philosophy and Service Objectives

This Customer Service Policy is formulated to standardize the platform’s whole-process customer service system, unify service standards, optimize user shopping experience, and provide professional, efficient, standardized, and humanized after-sales and pre-sales service support for all global customers. As a professional cross-border e-commerce platform focusing on smart digital picture frame products, we take customer satisfaction as the core service goal, adhere to the service concepts of sincerity, professionalism, efficiency, and rigor, and provide full-cycle service coverage including pre-sales consultation, in-sales guidance, after-sales processing, and regular user follow-up for every customer.
We have built a standardized customer service team and complete service process system, covering all service links involved in user shopping, to ensure that every user’s consultation demands, service demands, and problem feedback can be responded to and solved in a timely manner. All customer service work is carried out in strict accordance with unified service specifications and process standards, avoiding irregular service processing and inconsistent service standards, and maintaining a stable and high-quality customer service level for the platform.

Pre-sales Consultation Service Specifications

The platform provides comprehensive pre-sales consultation services for all users browsing and purchasing products, covering product parameter consultation, function introduction, usage method explanation, size matching, style selection, discount policy consultation, free shipping rule interpretation, and order placement guidance. Our customer service team has professional product knowledge reserves, familiar with all product performance characteristics, functional advantages, design features, and usage scenarios of smart digital picture frames, and can provide users with accurate, detailed, and professional product consultation answers.
For users’ personalized demand consultation and scenario matching questions, the customer service team will provide targeted purchasing suggestions and product matching schemes according to user use scenarios, preference demands, and budget standards, helping users select the most suitable products. We provide patient and detailed explanation services for all pre-sales consultation questions, no matter ordinary basic questions or personalized professional questions, to ensure users fully understand product information and platform preferential policies before purchasing, and realize rational shopping and satisfactory consumption.

In-sales Order Service Support

During user order placement and order processing, we provide full-process order service support, including order information verification, order modification guidance, payment problem solving, logistics pre-judgment consultation, and order status inquiry services. If users encounter operational problems such as order information error, payment failure, and abnormal order status during order placement, they can contact customer service at any time, and we will provide timely problem troubleshooting and solution guidance.
For users’ demands for order address modification, product model adjustment, and order information adjustment before order shipment, the customer service team will assist in completing information modification and order optimization processing within the allowable scope of platform rules to ensure order information is accurate and consistent. We track the real-time status of user orders throughout the whole process, actively pay attention to abnormal order problems, and take the initiative to remind and assist users in solving potential order risks, ensuring the smooth progress of order processing.

After-sales Problem Handling Standards

We provide standardized and efficient after-sales service processing for all completed orders, covering product quality problem handling, return and refund service guidance, logistics abnormal problem processing, product usage fault troubleshooting, and after-sales rights protection consultation. In accordance with the platform’s refund policy and shipping policy, we uniformly standardize after-sales processing procedures to ensure that all after-sales demands are responded to, reviewed, and processed in a timely manner.
After receiving user after-sales feedback, the customer service team will complete demand sorting and problem verification in the first time, clarify problem causes and responsibility division, and formulate targeted processing schemes. For simple after-sales problems, we will complete real-time solution and reply; for complex after-sales scenarios requiring verification and docking, we will feed back the processing progress to users regularly to avoid long-term pending problems. We strictly abide by the 60-day free return and 5-10 working days refund rules to ensure users’ after-sales rights and interests are fully guaranteed.

User Feedback and Suggestion Processing Mechanism

We actively accept all users’ service feedback, product suggestions, platform optimization opinions, and service complaint information, and take user feedback as an important basis for platform service upgrading and operation optimization. Users can put forward valuable suggestions on product quality, website experience, service level, logistics experience, and preferential policies through official service channels. We will classify and sort out all valid user feedback, conduct regular internal summary and analysis, and promote targeted optimization and improvement of platform services and products.
For user service complaints and negative feedback, we will arrange special personnel to track and handle them one by one, verify problem details, solve user pain points, and give formal reply and processing results. We adhere to a positive service attitude, face up to service deficiencies, continuously optimize service processes, improve service quality, and create a more comfortable and reassuring shopping experience for global users.

Service Attitude and Professional Norms

All customer service staff strictly abide by unified service attitude norms and professional service standards, adhere to polite, patient, rigorous, and professional service attitudes, and provide standardized services for every user equally. We prohibit cold attitude, perfunctory reply, delayed response, and differential service treatment, and maintain a unified high-quality service image. The customer service team receives regular professional skill training and service literacy assessment to continuously improve professional service capabilities and problem-solving capabilities, ensuring accurate and efficient solution of various user demands.
We always maintain equal and respectful service communication with users, respect every user’s consumption choice and personalized demand, and provide humanized flexible services on the premise of abiding by platform rules. We balance service standardization and humanization, avoid rigid and mechanical service processing, and create warm and professional one-stop shopping service experience for users.