Customer Support Policy

To provide sellers and buyers with a professional, efficient, and consistent support experience, the platform has established the following Customer Support Policy. All users are encouraged to communicate with Customer Support through the official support channels and cooperate with the relevant procedures.

1. Customer Support Services

Customer Support is responsible for assisting users with matters including:

• Order processing and order-related inquiries;
• Overdue orders and order status;
• Store management and account-related issues;
• Shipping and logistics inquiries;
• Buyer complaints and after-sales matters;
• Payment and transaction-related inquiries;
• Withdrawal status and transaction inquiries;
• Account verification and security-related matters;
• Platform rules, policies, and operational procedures.

2. Support Channels

1. Users should contact Customer Support through the platform's designated official communication channels.
2. For account security purposes, users should not disclose passwords, verification codes, private keys, or other sensitive security information to unauthorized individuals.
3. Customer Support may request relevant order numbers, screenshots, transaction records, or other necessary information to verify and investigate an issue.

3. Order-Related Assistance

1. Sellers should contact Customer Support promptly if they encounter difficulties processing an order.
2. When requesting assistance with an order, sellers should provide the relevant order number and accurate information regarding the issue.
3. Customer Support will review the relevant information and provide assistance according to applicable platform procedures.
4. Contacting Customer Support does not automatically suspend an order deadline unless an extension or suspension has been officially approved.

4. Overdue Orders

1. Sellers are responsible for monitoring their order status and completing orders within the applicable deadline.
2. If an order becomes overdue, the seller should contact Customer Support as soon as possible.
3. Customer Support may provide guidance regarding available solutions or applicable extension procedures.
4. Any extension request is subject to platform review and approval and is not automatically granted.

5. Payment & Transaction Support

1. For payment or transaction inquiries, users may be required to provide relevant transaction details for verification.
2. Users should ensure that payment information submitted to Customer Support is accurate.
3. Customer Support may request a payment receipt or transaction reference where necessary to verify a transaction.
4. Users should not make payments to unofficial accounts or individuals claiming to represent the platform.
5. Any payment instructions should be verified through the platform's official support channels before proceeding.

6. Withdrawal Support

1. Withdrawal requests are subject to the platform's applicable review and processing procedures.
2. Processing times may vary depending on the payment method, financial institution, verification requirements, and other relevant circumstances.
3. Users should ensure that the bank account or wallet information provided for withdrawal is accurate.
4. If a withdrawal is delayed or requires additional verification, Customer Support may assist in checking the relevant status.

7. Account Verification & Security

1. The platform may conduct account verification when necessary to protect account security and prevent unauthorized activity.
2. Users are responsible for providing accurate information during the verification process.
3. Customer Support will never request a user's password, private key, or one-time security code through unofficial channels.
4. If suspicious account activity is detected, users should contact Customer Support immediately.

8. Complaints & Dispute Resolution

1. Users may submit complaints regarding orders, transactions, logistics, buyer or seller conduct, or other platform-related matters.
2. Complaints should include sufficient supporting information to allow the platform to conduct an appropriate review.
3. The platform may request additional documents, screenshots, order information, or transaction records where necessary.
4. The platform will review complaints based on the information available and applicable platform policies.
5. Users are expected to cooperate with the investigation and provide accurate information.

9. Response & Processing Times

1. Customer Support will process inquiries according to their nature, urgency, and complexity.
2. Certain matters may require additional review by specialized departments, including the Finance, Compliance, Risk Control, or Operations teams.
3. Where additional review is required, users may be asked to wait until the relevant department completes its assessment.
4. Customer Support will provide updates when material progress or a final decision becomes available.

10. User Conduct

To maintain a professional support environment, users must communicate with Customer Support respectfully.

The following conduct is prohibited:

• Harassment or threats toward support personnel;
• Abusive, offensive, or discriminatory language;
• Deliberately providing false information;
• Repeatedly submitting identical requests without additional information;
• Attempting to manipulate or interfere with the support process;
• Impersonating another user or providing fraudulent documentation.

The platform reserves the right to restrict support access in cases of serious or repeated abuse, subject to applicable policies.

11. Important Notice

Customer Support provides assistance based on the platform's applicable policies and available information. Customer Support representatives cannot independently override platform rules, financial reviews, compliance decisions, or other departmental determinations unless authorized to do so.

Where a matter requires approval from another department, Customer Support will submit or escalate the request through the appropriate internal procedure.

12. Policy Updates

The platform reserves the right to update this Customer Support Policy from time to time in response to operational requirements, changes in applicable laws and regulations, or improvements to the platform's services.

Users are encouraged to review the latest version of the policy regularly.

Thank you for your cooperation and understanding. Our Customer Support team is committed to providing professional, transparent, and timely assistance while maintaining a secure and reliable platform environment.