Customer Service Policy


Policy Core Orientation & Global Service Standard
This Customer Service Policy is unified official after-sales and pre-sales service management specification formulated for our global cross-border inclusive beauty e-commerce platform, covering all pre-sales consultation, page use guidance, commodity consultation, logistics docking, after-sales return refund appeal, service suggestion feedback and user dispute resolution full service links, serving all global website browsing users, registered account shoppers and completed order consumers uniformly. Combined with the consumption characteristics of core American impulse consumption users, the platform establishes efficient, concise, positive and non-humble official customer service service tone, abandons over-solicitation, excessive commercial flattery and rigid mechanical reply of traditional retail customer service, balances professional standardized service and emotional temperature value, matches the high-grade independent beauty retail platform positioning, and unifies global synchronous customer service quality standard without overseas regional service level difference.
All customer service team members are uniformly trained by platform official operation department, master commodity attribute parameters of full-series foundation and lip color products, website sidebar function use rules, 70% off permanent discount mechanism, global free shipping service standard, 1-3 day outbound & 6-12 day logistics cycle, 60-day free return and 5-10 day refund all core platform business rules proficiently. The team implements unified reply script standard, service response time limit and user problem closed-loop disposal mechanism, taking user shopping experience optimization and shopping anxiety elimination as service core goal, cooperating with website emotional copy layout and warm page atmosphere to improve overall user shopping satisfaction.
Full-Time Omni-Channel Official Service Entrance Layout
The platform sets up fixed official customer service service entrances on the whole website layout, matching homepage top announcement bar, commodity fixed sidebar, search sidebar, commodity detail page and footer policy module layout, facilitating impulse consumption users to one-click trigger service consultation at any browsing node. Fixed service portals include embedded real-time online customer service window on the right side of all website pages, dedicated policy consultation entrance at the bottom of policy document page, order after-sales service ticket independent entrance inside personal user center, three service channels cover pre-sales commodity consultation, website use help, logistics inquiry, refund after-sales four core service demands.
All service channels adopt global unified full-time online service arrangement, fit mainstream time zone browsing rhythm of North American core users, optimize service manpower scheduling for user peak shopping period of summer beauty promotion season and daily impulse consumption time period. The platform cancels robot mechanical single automatic reply as main service mode, allocates manual professional customer service team to undertake user consultation docking preferentially, reduces user waiting time and repeated consultation operation cost, adapts fast decision-making and fast order placement consumption habit of target customer groups.
Pre-Sales Consulting Service Standard & Emotional Service Requirement
Pre-sales customer service covers all user consultation demands generated before order payment submission, including inclusive foundation shade selection guidance, lip tint texture and color difference introduction, platform-wide 70% permanent discount rule explanation, global free worldwide shipping benefit confirmation, website search sidebar and commodity sidebar function use guidance, order USD unified currency settlement rule explanation, inventory hot sale commodity stock inquiry and summer website promotional activity rule consultation. Customer service staff provide objective, accurate and concise commodity information reply, match website warm emotional value tone, add relaxed positive service expression, fit pleasant website shopping atmosphere, without forced order promotion, cross-commodity bundle sales inducement and excessive marketing recommendation behavior.
For core demand of skin tone matching consultation of inclusive beauty commodities, service staff provide professional neutral color selection suggestion combined with global diverse skin tone positioning, assist users in quickly screening suitable foundation and lip color products, reduce color selection error rate and subsequent return probability; for website page use consultation including banner discount content reading, sidebar service module browsing, commodity classification screening operation, staff provide step-by-step simple operation guidance, optimize user independent browsing experience, keep service professional and concise without redundant cumbersome wording.
The platform stipulates unified pre-sales service forbidden norms: no belittling user commodity selection demand, no denying user aesthetic preference, no forced membership upgrade recommendation, no hidden additional service binding reminder, maintain equal and respectful official service attitude, highlight independent platform service confidence, avoid humble begging-style customer service wording, consistent with overall website brand tone.
In-Sales Order Auxiliary Service Management Rules
Order middle service focuses on paid order whole-process auxiliary docking, covering user order information modification demand, receiving address minor adjustment application, paid order commodity stock synchronization confirmation, warehouse outbound progress real-time inquiry, logistics tracking number docking and order bundled commodity combination verification services. Combined with 1-3 day official warehouse outbound process, customer service team synchronizes warehouse real-time order sorting progress for users initiatively, feeds back commodity packaging and outbound arrangement status, eliminates user waiting anxiety in order preparation period.
For all platform orders with permanent 70% discount and free global shipping benefit, customer service unifies benefit verification and explanation service, answers user questions about discount superposition rule, free shipping order threshold and commodity original price marking standard uniformly, eliminates user shopping doubt about preferential rules; unified USD transaction settlement consultation, currency exchange fee and order billing detail explanation services are included in standard in-sales service scope, solving cross-border order billing confusion of global users.
The service team implements one-order-one-file auxiliary record mechanism for user special demand orders, marks user reasonable commodity packaging demand and delivery note demand synchronously, synchronizes demand to official warehouse packaging team, realizes seamless docking of customer service front desk and warehouse operation back end, improves order personalized service fitting degree on the premise of unified platform operation standard.
After-Sales Closed-Loop Service Disposal Specification
After-sales customer service is the core service module of this policy, covering 60-day free return application assistance, return address docking guidance, 5-10 working days refund progress inquiry, defective cosmetic commodity after-sales disposal, cross-border package logistics abnormality appeal, returned goods inspection result notification and after-sales service complaint acceptance all scenarios. The platform establishes 100% closed-loop after-sales service disposal rule: all user after-sales tickets have exclusive service attendant responsible for whole-process tracking, from application acceptance, progress disposal to result feedback, no service ticket stacking, no problem shelving and no cross-department prevarication.
For user after-sales consultation about free return freight bearing, refund fund USD arrival cycle and returned commodity inspection standard, staff reply based on Refund Policy official clauses uniformly, provide policy original text one-click synchronization viewing service, make after-sales result transparent and rule-based; for logistics abnormal package feedback involved in Shipping Policy, customer service docks logistics team within unified time limit to feed back disposal progress regularly, synchronize official logistics emergency solution to users.
Aiming at post-purchase user negative emotion caused by logistics cycle, commodity use adaptation problem, customer service adopts emotional comfort matching official standardized solution, combines rational after-sales rule disposal and warm emotional value service, fits website overall emotional construction orientation, repairs user shopping experience efficiently without excessive service commitment beyond platform fixed policies.
User Complaint Handling & Service Suggestion Mechanism
The platform opens independent customer service complaint and optimization suggestion entrance, accepting user feedback on commodity quality, logistics efficiency, page sidebar layout, customer service attitude and after-sales disposal efficiency all-direction suggestions 24/7. All valid user complaints are classified and archived by official service supervision department within 1 working day, assigned to special supervisor for priority review and disposal; reasonable user optimization suggestions for homepage banner copy, commodity emotional copywriting and sidebar service modules are synchronized to website operation team regularly for page iterative optimization.
We implement zero-perception service optimization based on user real feedback, take core impulse consumption user experience as service iteration core, keep service rule and page emotional copywriting consistent with user real shopping demand. Meanwhile, the platform sets standardized service dispute resolution criteria, balances user reasonable demand and platform fixed official policies, solves service disputes fairly and efficiently, maintains stable operation order of cross-border beauty e-commerce platform.
Service Quality Supervision & Policy Execution Standard
The platform independent service supervision department conducts daily random inspection on customer service reply content, response speed and service attitude, inspects the matching degree between service reply and all platform official policies, prohibits arbitrary promise of extra discount, accelerated refund and expedited logistics beyond fixed rules. This Customer Service Policy is binding internal execution standard for all platform service staff, also public service commitment for all global users, consistent with website sidebar service tips, commodity page service labels and top announcement bar service promises permanently.