Customer Service Policy

Our customer service team is committed to providing full-cycle, all-scenario professional service support for all platform users, covering pre-sales product consultation, fragrance introduction, ingredient analysis, crowd adaptation suggestion, size and specification selection; in-sales order inquiry, payment problem solving, inventory status confirmation, address modification and order information adjustment; after-sales logistics tracking, abnormal parcel handling, return refund application guidance, product quality problem acceptance and policy interpretation. We take user experience as the core orientation, focus on the consumption demand of minimalist eco-friendly personal care groups, and provide targeted professional consulting services around product ingredient characteristics, fragrance tone differentiation, skin adaptation crowd and daily use scenarios. The service scope covers all links before, during and after sales, realizing one-stop problem solving and demand response, and creating a reassuring shopping service system for global consumers.

We formulate unified professional service standards and standardized reply specifications for all customer service staff, requiring all service personnel to maintain a polite, patient, professional and rigorous service attitude in the communication process. All user consultation demands shall be responded to in the fastest response cycle, and complex problems involving policy interpretation, logistics exception and after-sales dispute shall be followed up specially until the problem is completely solved. For professional questions about personal care product ingredients, environmental certification, fragrance layering and maintenance effect, the service team shall give accurate and professional answers based on official product parameters and professional skincare knowledge, avoiding ambiguous perfunctory replies and misleading guidance. We prohibit service staff from using arbitrary promise words beyond policy regulations, making exaggerated effect commitments and privately promising special after-sales treatment beyond official norms, and strictly constrain service behavior with standardized norms.

We adopt a hierarchical classified problem solving process for user demands. Simple consulting questions are answered directly by front-line customer service personnel; order abnormality, logistics delay and general after-sales problems are coordinated and handled by special service commissioners; complex policy disputes, bulk order problems and repeated unresolved complaints are upgraded to the operation management team for review and decision. In the whole process, we record user demand content, problem details, processing progress and final processing results completely, establish complete user service files, and optimize service processes and product layout according to aggregated user feedback data. For user dissatisfaction and service complaints, we adopt the mechanism of priority acceptance, independent investigation, fair judgment and result feedback, do not shield service problems, do not perfunctory user complaints, and ensure that every reasonable demand and legitimate rights and interests of users are fully guaranteed.

We adhere to the principle of equal service for all users, do not set differentiated service standards and response priority according to user consumption amount, order scale and regional attributes, and provide the same professional service and after-sales guarantee for every consumer regardless of region, identity and consumption level. We pay special attention to the service experience of new users and cross-border international users, simplify the consultation communication threshold, use concise and easy-to-understand expression logic to interpret platform policies and service rules, and reduce the understanding cost of overseas users for shopping processes and after-sales norms. For elderly users and users who are not familiar with online operation processes, we provide step-by-step operation guidance and one-stop auxiliary service to help complete order placement, address modification and after-sales application operations, reflecting the humanistic care temperature of the service system.

It is forbidden for customer service staff to have rude speech, perfunctory attitude, passive reply and quarrel and conflict with users in the service communication. It is prohibited to disclose internal platform operation information, confidential preferential rules and other users' personal order information to irrelevant persons. Service staff shall not take the initiative to induce users to place orders, recommend irrelevant products or use improper marketing words to mislead consumption. We set up a user service evaluation mechanism, users can evaluate the service attitude, professional ability and problem-solving effect of customer service staff after the demand is solved. The evaluation results are linked to the daily performance assessment of the service team, forming a closed-loop management mechanism of service provision, user evaluation and continuous optimization. We regularly carry out professional skill training, service etiquette training and policy knowledge assessment for the customer service team to continuously improve the comprehensive service capability and overall service quality.

We take user suggestions, product optimization feedback, service process complaints and logistics experience evaluation as the important basis for platform long-term operation optimization. All effective user feedback will be sorted, classified and analyzed regularly by the operation team, and incorporated into the optimization plans of product selection, page copywriting, logistics cooperation, after-sales policy and service process. We actively listen to the real consumption experience and demand opinions of users, continuously optimize product structure and discount activity rules, improve logistics distribution efficiency and after-sales service convenience, and build a more in line with the needs of minimalist eco-friendly personal care consumer group shopping platform and service system. We regard user feedback as the core driving force of platform growth, maintain an open and inclusive attitude, and grow together with global consumers.