First, a sound consumer help center.
1. A consumer help center must be established, and consumers can find the link to this information center anywhere on the website.
2. Use "Help Center" or "Customer Service Center" as the title.
3. The website must publish the following contents in the Help Center:
(1) Name of legal person in industrial and commercial registration and main office of website.
(2) Channels to contact the website, including but not limited to telephone, fax and email.
(3) Special business license
(4) Payment methods and related information that consumers can choose.
(5) The logistics distribution modes that consumers can choose and related information.
(6) Other information about the use of third-party products or services.
(7) The principles of cancellation, return and refund, including the validity period of cancellation, which products can be returned, the conditions of return, the cost of cancellation or return, the payer of freight, when consumers can get a refund, etc. (8) State which country or region's laws apply.
(9) If the website has sales or delivery restrictions for different consumers (such as specific regions or ages), it must be clearly stated.
(10) Explain which transmission processes and data provided to consumers are protected.
Second, a complete privacy protection policy
1. The confidentiality principle of the website must be published, including at least: what information the website will collect from consumers and where; The purpose of using these materials; Whether the website will provide these materials to third parties, and if so, under what circumstances; Whether consumer information is a part of the whole business plan, such as analyzing the target market and establishing various promotion schemes; Whether it is possible for consumers to restrict the use of personal data and how. 2. The website must provide a confidentiality principle link marked "Privacy Protection" on the homepage and information center. 3. Consumers can choose whether they want to get all kinds of information sent by websites. Consumers must be able to choose whether to agree to provide their private information to third parties, and they can make this choice when collecting these materials. 5. If the confidentiality principle of the third party (such as shopping cart and payment gateway) related to the transaction is different from that of the website, the website must provide a link to the confidentiality principle of the third party. 6. During the whole transaction, the website must encrypt and transmit the information provided by all consumers. 7. The website must encrypt the consumer data stored in the website. (Minimum requirements)
Third, a good order processing flow.
1. Before asking consumers to finally confirm the order, the website must provide consumers with a list of all expenses, including the cost of goods/services, freight, handling fees and taxes. 2. The description of quality assurance should be provided in the order part, including the validity period, scope of application, scope of non-application and how to guarantee it. 3. Provide after-sales service information of each product, including service scope, duration and how to carry out the service. 4. Before the consumer finally places an order, the website must provide relevant information about the product supply, that is, the estimated delivery time or the time required to process the order. 5. The website must notify the futures users within two working days. For consumers who have ordered out-of-stock products, they should inform them after arrival. 6. The website must send an order confirmation email to the consumer within one working day after placing the order, and must include the total cost in the order confirmation notice, or clearly tell the consumer where to find the total cost. 7. The website shall notify consumers by e-mail within one working day after the goods ordered by consumers are delivered or the services are executed. 8. The website must include the following information in the delivery notice, or clearly tell consumers where to get this information: the name of the product, the total cost, the place and method of delivery of the product, the estimated transportation time and how to solve the problem if there is any problem. 9. If the transportation mode chosen by consumers can track the goods during transportation, the website should also provide this method for consumers. 10. If the website only ships some goods ordered by consumers, the website should inform consumers that other goods will be shipped in the future. (Best choice) 1 1. If the consumer cancels the order or returns the goods, the website must inform the consumer of the cancellation or return within three working days.
Fourth, excellent customer service.
1, the website should provide the ability to search the whole website information and products through keywords. 2. The website should provide consumers with tools to check the order status.
The website should provide consumers with the ability to check previous orders.
The website must provide channels for consumers to ask questions or complain by telephone and e-mail.
5. The website must provide access to the customer service terms in the help center.
6. The website must provide channels for customer feedback and text complaints. .
7. The website must confirm the receipt of questions or complaints to consumers within 48 hours.
8. If the complaint is about goods and the website itself cannot solve it, the website must provide consumers with an appropriate way to contact the manufacturer.
9. The website should ensure that the transportation agency has insured each package for loss, theft and damage.
10. The website must provide the consumer with the invoice of the ordered goods in a printable format.
The website should provide consumers with the ability to check their previous orders.
12, the website should have a systematic method, constantly deal with consumer feedback and understand consumer satisfaction.