Team and Services Policy

1. Introduction

Yancheng Fufang E-Commerce Co., Ltd. (“the Company,” “we,” “our,” or “us”) is committed to providing high-quality women’s clothing products and exceptional customer service. This Team and Services Policy (“Policy”) outlines the roles, responsibilities, and standards of our team members, as well as the quality, scope, and conditions of the services we provide to our customers.

The purpose of this Policy is to establish transparency regarding our operational practices, ensure consistent service delivery, and maintain high levels of customer satisfaction. By interacting with our company or using our services, customers acknowledge that they have read and agreed to this Policy.

2. Scope of This Policy

This Policy covers all aspects of the Company’s operational team and the services provided, including but not limited to:

Roles and responsibilities of team members
Customer service standards and procedures
Product handling, consultation, and advisory services
Order management and fulfillment support
Returns, exchanges, and post-sale services
Complaint resolution and feedback handling
Continuous training and quality improvement initiatives

This Policy applies to all customers purchasing products directly from Yancheng Fufang E-Commerce Co., Ltd.

3. Company Team Structure

3.1 Management Team

The management team oversees the overall operations of the Company, including strategy, product procurement, quality assurance, and customer service.
Responsibilities include supervising staff performance, ensuring compliance with policies, and maintaining operational efficiency.

3.2 Customer Service Team

Responsible for addressing customer inquiries, concerns, and complaints in a timely and professional manner.
Provides assistance with product selection, order processing, returns, exchanges, and post-sale support.

3.3 Operations and Logistics Team

Ensures that products are accurately processed, packaged, and shipped in accordance with the Company’s shipping and delivery policies.
Manages inventory, coordinates with shipping carriers, and monitors order fulfillment timelines.

3.4 Quality Control Team

Conducts thorough inspections of products before shipment to ensure compliance with Company standards.
Handles defective product reports and coordinates corrective actions, including replacement or repair processes.

3.5 Marketing and Communications Team

Develops promotional materials, product descriptions, and customer communications.
Ensures accurate representation of products and services on all platforms.

4. Team Responsibilities and Standards

4.1 Professional Conduct

All team members are required to maintain professionalism, respect, and courtesy in all interactions with customers and colleagues.
Employees adhere to Company guidelines on confidentiality, ethical behavior, and conflict resolution.

4.2 Customer Engagement

Team members provide accurate, clear, and helpful information regarding products and services.
Customers receive prompt responses to inquiries, typically within 24–48 hours during business days.

4.3 Continuous Training

Regular training programs are conducted to enhance product knowledge, customer service skills, and operational efficiency.
Training ensures that all team members are up-to-date with the latest product updates, policies, and service standards.

4.4 Accountability

Team members are accountable for their respective roles and responsibilities.
Performance evaluations are conducted to ensure service quality and adherence to Company policies.

5. Customer Service Standards

Yancheng Fufang E-Commerce Co., Ltd. is committed to providing consistent, reliable, and customer-focused services. Our service standards include:

5.1 Responsiveness

Customers receive timely assistance regarding product inquiries, order status, returns, exchanges, and complaints.
Standard response time is within 1–2 business days unless exceptional circumstances occur.

5.2 Accuracy of Information

All product descriptions, pricing, and availability details are maintained accurately.
Customers are provided with clear guidance on sizing, product care, and features.

5.3 Complaint Handling

Complaints are addressed objectively and respectfully.
Each complaint is reviewed promptly, and resolution is communicated to the customer within a reasonable timeframe.
If the issue involves product defects or shipping errors, the Customer Service Team coordinates corrective actions according to the Return and Exchange Policy.

5.4 Customer Feedback

Customer feedback is encouraged to improve service quality.
Feedback is collected through surveys, reviews, or direct communication and is reviewed regularly by the management team.

6. Product Handling Services

6.1 Order Processing

Orders are processed accurately and efficiently in accordance with the Company’s Order and Shipping Policies.
Each product undergoes inspection prior to shipment to ensure quality compliance.

6.2 Product Packaging

Products are packaged to prevent damage during shipping while adhering to environmental sustainability practices.
Packaging materials are selected for durability and eco-friendliness.

6.3 Custom Requests

While the Company primarily sells standard products, team members provide guidance and support for any special requests within the scope of Company capabilities.

7. Service Commitment

Yancheng Fufang E-Commerce Co., Ltd. is committed to the following service principles:

Transparency: Clear communication regarding order status, shipping, and policies
Reliability: Consistent fulfillment of orders and delivery commitments
Quality Assurance: Ensuring products meet advertised specifications
Responsiveness: Timely resolution of inquiries, complaints, and requests
Continuous Improvement: Regular review and enhancement of team performance and service procedures

8. Post-Sale Services

8.1 Returns and Exchanges

The team assists customers in understanding and executing the Return and Exchange Policy.
Guidance includes initiating returns, arranging shipments, and tracking replacements.

8.2 Product Support

Customers may request information regarding product care, sizing adjustments, or usage guidance.
The Customer Service Team provides support consistent with the product information available.

8.3 Issue Resolution

If a product is found to be defective or damaged, the Quality Control and Customer Service Teams coordinate corrective action, including replacement, repair, or refund.
All actions are documented to ensure accountability and compliance with Company policies.

9. Team Training and Continuous Improvement

9.1 Training Programs

Comprehensive training programs cover customer service, product knowledge, operational procedures, and conflict resolution.
Training is updated regularly to reflect changes in product offerings, Company policies, and industry standards.

9.2 Performance Monitoring

Team performance is monitored using key performance indicators (KPIs), including response time, accuracy, and customer satisfaction ratings.
Regular feedback sessions ensure team members maintain high standards and address any service gaps.

9.3 Knowledge Sharing

Team members are encouraged to share best practices and insights to enhance overall service quality.
Lessons learned from customer interactions are documented to improve processes and reduce errors.

10. Accountability and Quality Control

Each team member is responsible for the accuracy and completeness of their work.
Quality Control audits are conducted regularly to ensure consistency across all service operations.
The management team evaluates service processes and implements improvements based on audit results and customer feedback.

11. Special Service Considerations

11.1 Handling High-Volume Periods

During peak shopping seasons, such as holidays or promotional campaigns, the team ensures adequate staffing to maintain service levels.
Customers are informed in advance of potential delays and are provided with expected timelines.

11.2 Customer-Specific Assistance

Team members offer tailored guidance for special requirements, including product recommendations, sizing advice, and care instructions.
Efforts are made to accommodate reasonable customer requests while maintaining operational feasibility.

12. Limitations of Services

While Yancheng Fufang E-Commerce Co., Ltd. strives to provide comprehensive services, certain limitations apply:

Services are limited to products purchased directly from the Company
Assistance may be restricted by product availability or operational constraints
The Company is not liable for delays or issues caused by third-party carriers beyond our control
Services do not include physical alterations or modifications of products beyond the standard offering

13. Policy Updates

This Team and Services Policy may be revised periodically to reflect:

Operational improvements
Updates to team roles or responsibilities
Legal or regulatory changes
Customer feedback and service quality enhancements

Updated policies will be posted on our store platform with an effective date clearly stated. Continued use of Company services constitutes acceptance of the updated Policy.

14. Acceptance of Terms

By interacting with Yancheng Fufang E-Commerce Co., Ltd. or purchasing products from our store, customers acknowledge that they have read, understood, and agreed to comply with the terms of this Team and Services Policy.

Company Name: Yancheng Fufang E-Commerce Co., Ltd.

Business Address:
No. 216, 2/F, Mingpin Stone Trade Center, Sheyang Port Economic Development Zone, Sheyang County