Hong Kong Wancheng Youpin Trading Limited (“we,” “our,” “us”) is dedicated to delivering high-quality fashion products and exceptional customer experiences. This Team & Services Policy outlines our organizational structure, team responsibilities, service standards, customer support processes, and continuous improvement strategies. It is designed to provide transparency, ensure professional conduct, and guarantee consistent, high-quality service.
1. Organizational Structure
1.1 Leadership Team
- Executive Management: Defines strategic vision, oversees operational performance, and ensures alignment with company values.
- Operations Director: Oversees logistics, warehouse management, and supply chain efficiency.
- Customer Experience Manager: Ensures service quality, manages complaints, and implements customer feedback programs.
- Sales & Marketing Director: Oversees B2B/B2C sales strategies, promotions, and brand communication.
1.2 Core Teams and Responsibilities
| Team | Responsibilities | Key Focus |
|---|---|---|
| Customer Service | Respond to inquiries, manage complaints, coordinate returns/exchanges | Speed, accuracy, satisfaction |
| Sales & Account Management | Wholesale, bulk orders, partnerships, VIP clients | Relationship management, order optimization |
| Logistics & Fulfillment | Order processing, packaging, shipping, tracking | Timely delivery, damage prevention |
| Design & Product Team | Product quality control, trend research, seasonal collections | Style, quality, innovation |
| Marketing & Communications | Campaigns, social media, website content | Brand awareness, customer engagement |
| Quality Assurance & Training | Staff training, process monitoring, service audits | Consistency, continuous improvement |
2. Customer Service Commitment
We are committed to providing professional, courteous, and responsive service:
- Response Times:
- Emails: Within 24 hours on business days
- Phone Calls: Within 1–2 rings during business hours
- Live Chat (if applicable): Instant response during business hours
- Resolution Times:
- Standard inquiries: 1–3 business days
- Complaints or complex issues: 3–7 business days
- Communication Standards:
- Maintain a professional, polite, and empathetic tone
- Provide clear, accurate, and actionable information
- Ensure transparency regarding order status, shipping, and product issues
3. Service Scope
3.1 Pre-Purchase Support
- Product recommendations based on style, size, and preferences
- Detailed product descriptions, images, and sizing guides
- Bulk order consultation for wholesale clients
3.2 Order Assistance
- Guidance on order placement, payment methods, and confirmation
- Order modifications or cancellations (subject to policy)
- Invoice, billing, and receipt support
3.3 Shipping & Delivery Support
- Track orders and provide updates
- Handle delayed, lost, or damaged shipments
- Manage international shipping, customs, and duties issues
3.4 Returns & Exchanges
- Facilitate returns and exchanges according to Return & Exchange Policy
- Provide RMA numbers, return instructions, and shipping labels
- Track return/exchange progress and update customers promptly
3.5 Post-Sale Services
- Warranty and defect management (if applicable)
- Aftercare advice for clothing and accessories
- VIP customer service for recurring clients, bulk orders, or corporate accounts
4. VIP & B2B Customer Services
- Dedicated account managers for high-volume clients or VIP customers
- Personalized service including priority shipping, custom orders, and special promotions
- Regular business reviews and order history insights
- Tailored solutions for bulk shipments, international orders, and seasonal collections
5. Service Standards & KPIs
We maintain strict internal standards to ensure consistent service quality:
| Metric | Target | Monitoring Method |
|---|---|---|
| Response Time | <24 hours for emails, <2 rings for calls | Ticketing system, call logs |
| Complaint Resolution | ≤7 business days | CRM tracking |
| Shipping Accuracy | 99% on-time delivery | Logistics audits |
| Customer Satisfaction | ≥95% positive feedback | Surveys, reviews |
| Staff Training | Quarterly updates | Training logs, assessments |
6. Complaint & Escalation Process
- Initial Contact: Customer contacts support via email, phone, or live chat.
- Investigation: Customer Service team investigates the issue within 2 business days.
- Resolution: Provide resolution (replacement, refund, or guidance) within 5 business days.
- Escalation: If unresolved, escalate to Customer Experience Manager for review.
- Final Resolution: Executive Management reviews critical cases and communicates final decision.
7. Continuous Training & Quality Assurance
- Staff undergo regular training in customer service, product knowledge, and compliance.
- Service audits are conducted quarterly to identify improvement areas.
- Feedback from customers is integrated into training programs.
- Performance reviews are conducted to ensure adherence to company standards.
8. Customer Responsibilities
To facilitate smooth and effective service, customers are expected to:
- Provide accurate and complete contact, shipping, and billing information
- Clearly communicate inquiries, concerns, or complaints
- Respond promptly to requests for additional information
- Maintain professional and respectful communication with staff
9. Communication & Feedback
- Customers can submit feedback or suggestions via email (ruanfuting6419@outlook.com) or phone (97727114).
- We actively review feedback to enhance products, services, and customer experience.
- Major policy changes or service updates will be communicated via website or email.
10. Emergency & Special Requests
- Urgent orders or critical shipping issues are handled with priority service.
- Special accommodations (custom packaging, expedited shipping, bulk handling) are available upon request.
- Customer Service Manager will coordinate and ensure timely fulfillment for special cases.
11. Contact Information
Hong Kong Wancheng Youpin Trading Limited
Email: ruanfuting6419@outlook.com
Phone: 97727114
Address: RM03, 24/F, Ho King Comm CTR, 2-16 Fayuen ST, Mongkok Kowloon, Hong Kong