After-sales responses to various frequently asked questions

Reply to various common questions

1. The customer has used up the product and said that the product is not effective:

Dear, you can only apply for a refund here It's hard for us, you have already used it up, and the effect of skin care products varies from person to person, and is related to the method of use, frequency of use, usage habits and personal skin condition. There is really no way to withdraw from this, so please give it a try.

2. The customer has been using the product for a period of time and said that the product is not effective:

Dear, you have already used our formal clothing and cannot refund it to you. This is also the fault of the company. Regulation. I'm so sorry.

3. The customer said that he was allergic to the product and did not provide any pictures:

Dear, I’m really sorry for causing trouble to you. Could you please provide proof of allergy here, such as an allergy medical certificate issued by the hospital, or take a photo of your allergic area for verification?

4. The product is broken, the purchase date has been long ago, and a replacement is required:

The order date here is already one year ago, and it was broken by you. personal reasons. Please understand that reissue is not possible here.

5. The product is broken, the purchase date has been long ago, and I want a refund:

Dear, I am really sorry, I cannot refund you. Ceramics are inherently fragile. If it breaks on your side, it is your own responsibility. Please also understand us. We are really sorry.

6. Refuse to provide Alipay account or QR code:

a. Dear, the company has regulations not to send red envelopes, and can only provide your personal Alipay account or QR code. code. Please rest assured that everything here is confidential, and we will transfer it to you as soon as possible after you provide it here!

b. Dear, if you want to send out red envelopes, we need to apply with the finance department before we can issue them. It may take a few days to be specific. It would be best for you to provide your Alipay account number so that the money can be transferred immediately.

7. The customer does not want to pay for return shipping, saying there is a problem with the quality:

Dear, all the outbound shipments from the warehouse here are photographed and recorded, and they are all sent out to ensure they are in good condition. , are you sure you saw holes/stains in the clothes as soon as you received the goods?

8. Customers think that 7-day no-reason return and exchange is our seller’s service guarantee for our customers, which means that you have shipping insurance. If you feel dissatisfied with the product or don't like it, you can apply for a return or exchange without affecting secondary sales, but there is no promise that the return shipping fee will be included.

9. Customers feel that they can return it even after it has been disassembled and used:

Dear, please understand, I really cannot refund it to you. You have already used it now, and it has already affected secondary sales. If you really feel that the effect is not good, can we compensate you with a 3 yuan no-threshold coupon from our store? Even if you must send the item back, our warehouse will reject it at that time.

10. If you take photos of multiple products, ask for multiple freight insurance:

Dear, one order here corresponds to one freight insurance. What you can check in your order is only one freight insurance. There are multiple freight insurances for multiple products. You got it wrong.

11. The customer has been using it for a long time and said that the product has faded:

Dear, it has been three months since you signed for it. Your product is a gold-plated product and it is inevitable to fade. Question, we have marked this situation on the details page. We have also sent you the precautions for jewelry maintenance before. Please be aware of it.

12. Tell us to send it back when you have time, and let us refund it first:

Dear, the company here stipulates that your return must be received before it can be approved for you. Refund, do you think it is convenient for door-to-door pickup? Nowadays, it is very convenient to pick up your parcel at your door. If you choose a suitable shipping time, the courier will pick it up at your door for free.

13. If you don’t solve it today, you will have to go to the new media platform to expose it:

Dear, we have also explained it very clearly to you. You really do not belong to us. Regarding the problem, we really cannot apply for a refund for you. We hope you can understand us!

14. The random gift is not what he wanted, and he asked for a replacement:

Dear, the gifts are all randomly given, and the designated ones are not accepted, please know.

If you really want the product you mentioned, you can also buy its formal version in our store.

15. If you think the gift is not big enough/not enough, ask for a reissue:

Dear, the gifts are of certain specifications. Your order comes with a 100ML trial of lotion and lotion. The details page, main picture and ordering options have all been marked.

16. It is expected to arrive the next day, but the result does not arrive. You should complain to us:

Dear, the estimated delivery you mentioned here is actually a prediction made by the platform system based on the transportation situation in various places. The specific time depends on the actual transportation speed of the logistics. Please understand.

17. He is expected to arrive on the same day and wants us to deliver it to him immediately:

Dear, we cannot interfere with the delivery speed here. Please understand. The details still need to be determined. It depends on the delivery speed of the logistics company where you receive the goods. But dear, we will give you a lot of help in urging logistics and deliver it to you as soon as possible!

18. For pre-sale products, the customer urges delivery:

Dear, the one you took is a pre-sale style, and it is promised to be shipped within 30 days after payment. As soon as the baby here arrives at the warehouse, it will be sent out to you as soon as possible. Please wait patiently. Don’t be afraid of delays for good products!

19. The problem needs to be verified, but the customer does not cooperate:

Dear, if you don’t send problematic pictures and videos, I can’t verify the problem for you! This is company policy, and we want to handle it for you as soon as possible. Please cooperate with us!

20. If you need to ask the customer to wait, the customer will insult you:

a. Dear, please don’t worry, we are already checking for you, and we will give you feedback as soon as possible. We will contact you immediately, please wait patiently.

b. Dear, we are already contacting the warehouse/logistics for you. Please be patient. We also want to solve the problem for you as soon as possible!

21. Customers ask others if they have cashback, why don’t you: Dear, I’m really sorry, we don’t offer cashback for good reviews. The prices in our small store are low and there is no profit. Besides, the platform doesn’t offer cashback for good reviews, so please don’t embarrass us.