Customer Service Policy


1. Policy Overview & Service Tenet

This Customer Service Policy standardizes the full-cycle customer service rules, service standards, service scope, and rights and obligations of our premium Hanbang Korean skincare e-commerce platform, aiming to provide professional, efficient, standardized, and humanized service support for all global customers. As an e-commerce platform focusing on authentic traditional Korean Hanbang natural skincare products, we take "customer-centric, service-oriented, quality-guaranteed" as the core service tenet, and build a full-link customer service system covering pre-sales consultation, in-sales guidance, and after-sales guarantee.
This policy applies to all customer service behaviors and service scenarios of the platform, including product consultation, order guidance, logistics inquiry, after-sales processing, complaint feedback, and service appeal. We implement unified global customer service standards, with consistent service attitude, service efficiency, and processing norms for all global users, eliminating regional service differences and ensuring that every customer can enjoy equal and high-quality official service support.
All customer service work is based on standardized processes, professional product knowledge, and transparent service rules, focusing on solving customer problems, answering customer doubts, and protecting customer shopping rights. We continuously optimize the customer service system, improve service response efficiency and problem-solving ability, and create a reassuring and comfortable online shopping environment for customers who purchase premium Hanbang skincare products.

2. Pre-Sales Customer Service Content & Standards

The platform provides comprehensive and professional pre-sales consultation services for all users preparing to purchase skincare products, covering all product-related consulting scenarios. Our professional customer service team has systematic professional knowledge of Korean Hanbang skincare, familiar with the ingredient composition, efficacy characteristics, applicable skin types, use methods, and product advantages of all natural formulation skincare products on the platform.
In terms of product consultation, the team can answer user questions about product ingredient safety, natural ingredient efficacy, skincare effect adaptation, product shelf life, and usage taboos. For users with different skin types and skincare demands, customer service can provide targeted product recommendation guidance, help users select clean and potent Hanbang skincare products suitable for their personal skin condition, and avoid blind purchase and ineffective consumption.
In terms of platform rule consultation, customer service supports users’ inquiry about platform shopping rules, free shipping policies, discount activity rules, order placement processes, currency settlement standards, and global delivery rules. We will interpret all official platform rules accurately and detailedly for users, eliminate user shopping doubts, and help users complete order placement and shopping operations smoothly.
Pre-sales service adheres to the principles of patience, professionalism, and accuracy, responding to all user consulting questions in a standardized and detailed manner, without perfunctory replies, false guidance, or misleading product promotion, ensuring that users fully understand product information and platform service rules before purchasing, and realize rational and transparent shopping.

3. In-Sales Service Support & Order Guidance

During the user’s order placement and payment process, the platform provides real-time in-sales service support to solve various abnormal problems encountered by users in the shopping process. For problems such as order submission failure, payment abnormality, system page error, and order information modification, the customer service team will provide real-time technical guidance and operational assistance to help users complete order payment and confirmation successfully.
For users who need to adjust order information, modify product specifications, adjust purchase quantity, or merge and split orders after order placement, customer service will provide compliant operational guidance according to platform rules, assist users in completing order adjustment within the valid operation cycle, and ensure that order information is consistent with user shopping demands. For discounted product orders and promotional activity orders, customer service will verify activity qualification and discount preferential rights for users to ensure that users can fully enjoy platform preferential policies.
In the process of order processing and outbound delivery, customer service provides active order progress inquiry service. Users can consult order processing status, packaging progress, outbound time, and logistics dispatch situation at any time. The customer service team will track the order progress in real time, synchronize the latest order dynamics for users, and feed back and solve abnormal order problems in a timely manner to ensure the smooth progress of all orders.

4. After-Sales Service System & Processing Standards

After-sales service is the core part of our customer service system, covering return and refund processing, product problem handling, logistics abnormal solution, and after-sales rights protection consultation. We strictly implement the platform’s 60-day free return, 5–10 day refund, and global free shipping after-sales policies, and provide full-process service guidance for all user after-sales applications.
For after-sales applications such as product quality problems, logistics damage, wrong delivery, and inappropriate product use, the customer service team will standardize the whole processing process, from application acceptance, material verification, problem confirmation, to scheme formulation and result feedback, to ensure that every after-sales problem is solved efficiently and reasonably. We adhere to the principle of prioritizing customer rights and interests, properly handle all compliant after-sales demands, and provide free return, full refund, product replacement, and other solutions according to actual scenarios.
For user after-sales doubts and service objections, customer service will provide professional policy interpretation and problem analysis, patiently communicate with users, resolve service disputes, and ensure that users clearly understand after-sales rules and processing results. All after-sales processing results are based on official platform policies, with standardized processes and transparent rules, ensuring fair and reasonable handling of each after-sales case.

5. Service Response Efficiency & Working Mechanism

The platform establishes a standardized customer service response mechanism to ensure efficient response to user demands. For conventional consulting questions and simple service demands, the customer service team will complete response and reply within the shortest time to solve user doubts in real time. For complex service problems, abnormal order situations, and after-sales dispute cases requiring verification, the team will complete problem sorting and preliminary response within 24 hours, and formulate a complete processing scheme and feed back the progress to users within the specified working cycle.
We implement a full-cycle service tracking mechanism for all user service demands. After receiving user consultation, feedback, and appeal, the system will automatically record the service case, track the processing progress in real time, and ensure that every user demand has reception, processing, feedback, and result. There is no pending or backlog of service cases, ensuring 100% coverage of user service demands.
The customer service team conducts regular professional training, including product knowledge updating, service process standardization, emergency problem handling, and service attitude specification, to continuously improve professional service capabilities. All service behaviors are standardized and constrained by internal management systems, ensuring that users can obtain professional, standardized, and high-quality service experience every time.

6. User Complaint & Appeal Service Mechanism

To fully protect users’ service experience and legitimate rights and interests, the platform has established a perfect user complaint and appeal service channel. Users can initiate complaints and appeals through official platform channels for problems such as unsatisfactory service attitude, unreasonable processing results, delayed service response, and unresolved service demands.
After receiving user complaint and appeal information, our special supervision team will take over the case independently, conduct comprehensive and objective investigation and verification of the problem, and complete the processing and result feedback within 3 working days. For verified service problems, the platform will rectify the service loopholes in a timely manner, optimize the service process, and give users reasonable solutions and supplementary services according to the actual situation.
We attach great importance to every user’s service feedback and complaint suggestions, and take user evaluation and feedback as an important basis for optimizing platform service quality. All valid user suggestions will be sorted out and summarized regularly, feeding back to the operational and service optimization team to promote continuous upgrading of platform customer service system and continuous improvement of service experience.

7. Service Prohibitions & Standard Norms

All customer service personnel of the platform strictly abide by service norms and prohibitions, and are forbidden to have any service behaviors that damage user rights and interests and platform image. It is prohibited to perfunctorily reply to user demands, delay service processing without reason, refuse compliant user service demands, and mislead users with false information. It is prohibited to privately promise users non-official service policies and preferential conditions, and all service commitments are subject to official platform public rules.
It is prohibited for service personnel to disclose user private information, order data, and service records during service work, and all user information involved in the service process is kept strictly confidential. It is prohibited to have bad service attitudes such as quarreling with users, ignoring user demands, and negative response, and all service communications maintain polite, professional, and patient service standards.
The platform implements a service assessment mechanism for customer service work, regularly counting service response efficiency, user satisfaction, problem-solving rate, and complaint rate, optimizing service team construction and service process loopholes, and ensuring the long-term standardized and high-quality operation of customer service work.