Customer Service Policy

The Customer Service Policy of teletiesmall.com is a comprehensive service standard formulated to standardize all customer service work of our e-commerce platform, clarify the service scope, service standards, service channels, working specifications, problem handling processes and user rights and obligations. This policy applies to all consultation, feedback, complaint, after-sales coordination and other service interactions between all users and our customer service team. Our platform is committed to providing high-quality TELETIES hair accessories including hair ties, claw clips, headbands and flat clips for global customers, and high-standard customer service is an important part of our overall service system. All customer service work adheres to the principles of sincerity, professionalism, efficiency and fairness, and we strive to solve all problems encountered by users in the process of browsing, shopping and after-sales.

First of all, we define the overall service tenet and basic service standards of our customer service team. All customer service staff of teletiesmall.com have received professional pre-job training, including product knowledge training, platform rule training, communication etiquette training and problem-solving skill training. Our core service tenet is to take user needs as the starting point, respond to every user's demand patiently and professionally, and ensure that every user can get a clear and effective reply. In terms of service attitude, we require all staff to maintain politeness, enthusiasm and patience in the whole communication process, and never have bad attitudes such as perfunctory replies, quarrels, sarcasm and cold treatment towards users. In terms of service professionalism, all staff must be familiar with all product information of TELETIES hair accessories, platform pricing rules, free shipping policy, 1-3 days delivery rules, 6-12 days global delivery time, 60-day free return policy and 5-10 days refund rules, so as to accurately answer users' various questions.

In terms of service response efficiency, we set unified time standards for different service channels. Our customer service team works during fixed business hours. During business hours, for the consultation messages sent by users through the website background, we promise to give an initial response within the shortest time. For complex questions that need to be verified and investigated, we will first reply to the user to inform that we have received the demand, and complete the detailed investigation and formal reply within the specified time limit. For service demands sent to our official email press@teletiesmall.com, our dedicated email customer service personnel will check the mailbox regularly every day, and reply to all valid emails in a timely manner. Even for consultation and feedback received during non-business hours, we will sort out all messages uniformly after the start of business hours on the next working day, and reply one by one in the order of reception.

Next, we classify the full scope of customer service work, and divide all service contents into several major modules: pre-sales consultation service, in-order problem handling service, logistics consultation service, after-sales return and refund service, complaint and suggestion handling service, account problem service and wholesale customer exclusive service. Each module has corresponding standardized processing procedures to ensure that all types of user demands can be handled in a unified and orderly manner.

Pre-sales consultation service is the most basic service module, covering all questions raised by users before placing orders. The consultation content includes product style, color, size, material, usage effect, product matching, unit price and preferential activities of various TELETIES hair accessories; platform shopping rules, order placement process, cart operation, checkout process and payment method selection; free global shipping rules, delivery scope and related logistics common problems. When receiving pre-sales consultation, customer service staff will introduce product advantages and platform rules to users in detail according to the actual situation, objectively answer all questions, and never exaggerate product effects or mislead users to place orders. If users need product usage suggestions and matching recommendations, our staff will also provide professional reference opinions combined with product characteristics.

In-order problem handling service is aimed at various abnormal problems encountered by users during the process of submitting orders and completing payment. Common problems include failure to submit orders normally, payment failure, repeated deduction of funds during payment, order information error after payment, unable to modify order content and so on. When receiving such feedback, our customer service staff will first guide users to check the relevant page status and operation steps, and if the problem cannot be solved simply, they will connect with the platform technical team and order processing team immediately to investigate the cause of the failure. For fund deduction abnormalities, we will verify the payment records and order data one by one, and formulate solutions such as order repair, fund return and order re-submission according to the actual situation, to ensure that the user's transaction rights are not damaged.

Logistics consultation service mainly deals with users' inquiries about order delivery progress, logistics tracking, parcel transit and abnormal logistics. Users often consult about whether the order has been shipped (our unified shipment time is 1-3 business days), the specific arrival time of the goods (the global unified delivery time is 6-12 days), how to check the logistics tracking number, and how to deal with the situation that the logistics information stops updating. Our customer service staff will check the order logistics status for users in real time, explain the normal range of logistics delay caused by objective factors such as customs clearance and regional distribution, and coordinate with logistics partners to track abnormal parcels. For parcels that are lost or damaged in transit, we will follow the shipping policy to provide users with solutions such as re-delivery and refund, and follow up the whole process until the problem is solved.

After-sales return and refund service is a key service module after users receive goods, corresponding to our 60-day free return and 5-10 days refund rules. Users will consult the return application process, return address, return logistics requirements, refund arrival time and other questions. Our customer service staff will guide users to complete the return application step by step, remind users of the requirements for retaining product evidence and product preservation, track the progress of returned parcels, and inform users of the real-time status of goods inspection and refund initiation. If users have objections to the return review result and refund amount, our staff will re-verify the relevant information, communicate patiently with users, and resolve after-sales disputes on the basis of the Refund Policy.

Complaint and suggestion handling service is used to accept users' complaints about product quality, service attitude, logistics problems and unreasonable platform rules, as well as users' valuable suggestions on product selection, page optimization, service improvement and activity setting. For all complaints, we will record the user's complaint content, order number, relevant evidence and demands in detail, and set up a special complaint handling file. The complaint handler will investigate the whole incident comprehensively within the time limit, confirm the responsible party, and give a formal handling result to the user. For valid complaints caused by our platform's mistakes, we will take the initiative to apologize to users and make remedial services. For users' reasonable suggestions, we will sort them out and feed them back to the platform operation team, and optimize and upgrade the platform business combined with practical conditions. We welcome every user to put forward suggestions for us, and every valuable opinion is the driving force for our continuous progress.

Account problem service is responsible for solving various abnormal problems of user accounts, including account login failure, password forgetting, account being locked, personal information modification failure, account cancellation application and so on. When handling account problems, our staff will first verify the user's identity through the reserved email and order information to ensure the security of the account. For password forgetting, we will guide users to complete password retrieval through the email bound to the account. For locked accounts, we will check the cause of the lock (such as abnormal login, risk control interception) and unlock the account after confirming the safety. For account cancellation application, we will inform users of the relevant precautions for account cancellation in advance, and complete the cancellation process after the user confirms.

Wholesale customer exclusive service is for buyers who place bulk orders and wholesale orders of TELETIES hair accessories. We assign special customer service personnel to be responsible for docking with wholesale customers, providing exclusive consultation on wholesale price, order quantity, batch delivery progress and large-order logistics. While implementing the unified free shipping, 1-3 days shipment and 6-12 days delivery rules for wholesale orders, we also provide regular order progress follow-up for wholesale customers, and coordinate various problems in the bulk order process. Wholesale customers can send emails to press@teletiesmall.com for long-term business docking and consultation.

We also formulate the code of conduct for customer service communication and prohibited behaviors. All staff must use standard and polite language in the communication process, and use simple and easy-to-understand words to answer questions, avoiding professional jargon that is difficult for ordinary users to understand. It is prohibited to promise any service and preferential activities beyond the platform rules to users without authorization; it is prohibited to disclose the private information of other users and the internal operation data of the platform to any third party; it is prohibited to argue with users, evade service responsibilities and deliberately delay the processing of user demands. We will conduct regular spot checks on customer service communication records, and assess the service attitude, response efficiency and problem-solving ability of staff. For staff who violate the service specifications, we will carry out punishment and re-training according to the regulations.

For the handling cycle of complex problems, some problems involving technical failures, multi-party coordination and cross-department verification cannot be solved in a short time. For such complex demands, our customer service staff will clearly inform the user of the approximate processing cycle at the first time, and take the initiative to regularly feedback the latest progress of the problem to the user during the processing period, so that the user can keep abreast of the situation. We will never leave complex problems aside without follow-up.

This Customer Service Policy will be adjusted appropriately according to the expansion of platform business and the upgrade of service system. The updated content will be published on the corresponding page of the website in a timely manner. All services provided by our customer service team will always abide by the provisions of this policy. If you have any questions about our customer service rules, please contact us via press@teletiesmall.com. We will serve every user with full enthusiasm and professional ability, and create a pleasant and reassuring shopping experience for you.