At Yancheng Yaoyun E‑Commerce Co., Ltd. (“we”, “us”, or “our”), located at East Side of Sheyang County Hede Town Entrepreneurship Park Service Center, our mission is to deliver high-quality e-commerce products and services while maintaining transparency, reliability, and professionalism. This Team and Services Policy outlines our commitment to our customers, the responsibilities of our team, the standards of service we maintain, and the policies regarding service delivery, quality, and customer support.

By engaging with our company and services, you acknowledge and agree to the principles and procedures outlined in this policy.

1. Our Team Structure

  1. Executive Leadership
    • Oversees company strategy, business development, and compliance with laws and regulations.
    • Ensures resources are available to provide efficient, high-quality service.
  2. Operations Team
    • Manages day-to-day order processing, inventory control, shipping coordination, and logistics.
    • Ensures orders are fulfilled accurately, timely, and in compliance with internal policies.
  3. Customer Service Team
    • Acts as the primary point of contact for all customer inquiries, complaints, or feedback.
    • Responsibilities include assisting with order placement, returns, exchanges, shipping inquiries, and technical support.
  4. Marketing and Communications Team
    • Responsible for promotions, content creation, customer engagement, and brand communication.
    • Ensures consistent messaging across all platforms and channels.
  5. Technical Support and IT Team
    • Maintains website functionality, mobile applications, and digital systems.
    • Protects data security, manages backups, and ensures a smooth user experience.
  6. Quality Assurance Team
    • Conducts product inspections, monitors service standards, and evaluates supplier performance.
    • Ensures that products and services meet our internal quality standards before delivery to customers.
  7. Finance and Accounting Team
    • Manages payment processing, refunds, invoicing, and financial reporting.
    • Ensures accuracy and compliance with financial regulations.

2. Team Responsibilities and Standards

2.1. Professionalism and Conduct

  • All team members are trained to maintain high standards of professionalism in communications and operations.
  • Staff are expected to respond to customer inquiries promptly, courteously, and accurately.
  • Team members must comply with company policies, ethical guidelines, and applicable laws.

2.2. Service Quality Assurance

  • Our team is committed to providing services that meet or exceed customer expectations.
  • Quality standards include:
    • Accurate product information and descriptions
    • Timely processing and delivery of orders
    • Prompt and helpful customer support
    • Proper handling of returns, exchanges, and refunds

2.3. Accountability

  • Team members are accountable for their assigned responsibilities.
  • Performance metrics and KPIs are monitored to ensure efficiency, accuracy, and customer satisfaction.
  • Any issues identified in service delivery are reviewed and addressed promptly.

3. Customer Service Standards

  1. Accessibility
    • Customers can contact our team via email or phone:
      Email: [Insert official contact email]
      Phone: [Insert official contact phone number]
    • Our customer service team is available during business hours and strives to respond within 24–48 hours.
  2. Order Assistance
    • Assistance with order placement, product selection, and payment inquiries.
    • Verification of billing and shipping information to prevent errors.
  3. Issue Resolution
    • Address complaints, disputes, or issues with orders, products, or services.
    • Provide guidance for returns, exchanges, and refunds in accordance with company policies.
  4. Feedback and Improvement
    • Collect customer feedback and suggestions for service improvement.
    • Regularly evaluate customer satisfaction and implement changes to enhance service quality.

4. Service Delivery Policies

4.1. Order Fulfillment

  • Orders are processed and shipped according to our Shipping Policy.
  • Each order is verified for accuracy, completeness, and product condition before dispatch.
  • Customers are notified via email or account dashboard regarding shipment status and tracking information.

4.2. Returns and Exchanges

  • Returns and exchanges are handled in accordance with our Return and Refund Policy.
  • The team ensures proper evaluation, verification, and approval of returned items.
  • Any discrepancies or defects are documented and reported to the quality assurance team.

4.3. Product Quality Control

  • Quality checks are conducted to ensure that products meet our internal standards and customer expectations.
  • Any product not meeting the standards is rejected, repaired, or replaced before shipment.
  • Suppliers and partners are monitored to maintain consistent product quality.

4.4. Order Accuracy

  • The team verifies that products, quantities, sizes, and specifications match customer orders.
  • Errors are minimized through internal cross-checking procedures.
  • Customers are encouraged to report any discrepancies immediately.

5. Communication and Transparency

  1. Clear Information
    • Product descriptions, pricing, promotions, and shipping terms are communicated clearly on our website and platforms.
    • Any changes to policies, services, or fees are updated promptly.
  2. Customer Notifications
    • Email notifications and updates are sent for order confirmation, shipment, delivery, and any service-related changes.
    • Customers are encouraged to maintain updated contact information for accurate communication.
  3. Privacy and Confidentiality
    • The team adheres strictly to our Privacy Policy, ensuring that customer information is protected.
    • No personal data is shared with unauthorized third parties.

6. Training and Development

  • All team members undergo regular training in service standards, product knowledge, customer interaction, and compliance.
  • Training programs include:
    • Product knowledge sessions
    • Customer service workshops
    • Technical systems and IT training
    • Regulatory compliance and safety procedures
  • Continuous professional development ensures that the team remains knowledgeable, efficient, and responsive.

7. Service Commitments

  1. Timeliness
    • We aim to process orders and respond to inquiries as quickly as possible.
    • Our team monitors workflows to ensure minimal delays.
  2. Accuracy
    • Products, order details, and customer instructions are carefully verified.
    • Mistakes are corrected promptly, and customers are informed of corrective actions.
  3. Responsiveness
    • Customer queries are prioritized and responded to within business hours.
    • Critical issues such as product defects or delivery failures are escalated immediately.
  4. Customer Satisfaction
    • The ultimate goal of our team is high customer satisfaction.
    • Feedback is actively collected, reviewed, and incorporated into service improvements.

8. Team Accountability and Reporting

  • Each department maintains records of performance metrics, customer interactions, and service outcomes.
  • Regular internal audits are conducted to ensure adherence to service standards.
  • Escalation procedures exist to address complaints, disputes, or unresolved issues.
  • Senior management reviews reports to implement improvements and maintain quality service.

9. Handling Complaints and Escalations

  1. Complaint Submission
    • Customers may submit complaints via email or phone.
    • Include order number, product details, and issue description.
  2. Acknowledgment
    • Complaints are acknowledged within 24 hours.
    • The team reviews the complaint and investigates as needed.
  3. Resolution Process
    • Minor issues are resolved immediately by frontline staff.
    • Complex issues are escalated to supervisors or management for review.
    • Resolution time may vary depending on the complexity of the issue, typically 3–10 business days.
  4. Follow-Up
    • Customers are informed of the resolution and any actions taken.
    • Feedback is collected to prevent recurrence of similar issues.

10. Continuous Improvement

  • We are committed to continuous improvement of team performance and service quality.
  • Customer feedback, market research, and internal evaluations guide policy updates and training programs.
  • Regular review meetings are conducted to identify inefficiencies, implement solutions, and enhance customer satisfaction.

11. Contact Information

For inquiries, assistance, or further information regarding our team and services:

Company Name: Yancheng Yaoyun E‑Commerce Co., Ltd.
Address: East Side of Sheyang County Hede Town Entrepreneurship Park Service Center

Our team is available to assist with questions regarding order processing, product information, customer support, returns, shipping, and other service-related matters.

12. Policy Updates

  • This Team and Services Policy may be updated periodically to reflect changes in operations, team structure, or service standards.
  • The updated policy will be posted on our website with a new effective date.
  • Continued use of our Services constitutes acceptance of the updated policy.

13. Additional Notes

  • Our team is dedicated to providing reliable, professional, and customer-focused services.
  • All staff members are accountable for maintaining high service standards and compliance with company policies.
  • Customers are encouraged to provide feedback, which is actively used to improve service quality.