After-Sales Support

🔧 After-Sales Support: Fair & Efficient Solutions

Your satisfaction matters – within clear boundaries

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⏱️ Staged Support System

🚨 Tier 1: Critical Issues (Use WhatsApp)

• Lost in-transit packages (after 30 days)
• Defective items causing safety hazards
• Wrong items blocking essential use

📦 Tier 2: Standard Requests (Email Only)

• Return authorizations
• Partial refund requests
• Order documentation

⚖️ Tier 3: Complex Disputes (Escalated)

• Claims over $200
• Third-party damage claims
• Legal compliance inquiries

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⚠️ Evidence Rules

Case Type	Valid Evidence	Rejected Evidence
Damaged Item	▶️ Unboxing video showing seals	📸 After-opening photos
Wrong Item	📦 Package label + received item side-by-side	🧾 Order screenshot alone
Defect Claim	🔍 Close-up video demonstrating malfunction	Text description only

“Claims without valid evidence will be closed in 24h”

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🛡️ Business Protection Framework

1. Response Time Exclusions

• Chinese public holidays (5 days/year)
• Evidence verification period (up to 72h)
• Force majeure events

2. Compensation Caps

Claim Type	Max Compensation
Lost Package	Item value (max $100)
Defective Item	100% refund + $5 return credit
Shipping Delay	10% store credit (min. delay 45 days)

3. Zero-Abuse Policy

“Accounts with 3+ unverified claims/year may be suspended per Section 9.2”

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🔄 Standard Solutions Menu

Problem	Our Standard Offer	Alternatives
Minor Damage	15% refund	$3 coupon for next order
Wrong Color/Size	Return label ($9) + restock fee waived	20% refund to keep item
1-2 Day Delivery Delay	$2 store credit	Priority upgrade on next order
Missing Accessory	$5 refund	Reship accessory ($4 shipping)

“Custom requests require manager approval”