When tStMini merchants encounter after-sales issues with products sold on the platform, they must follow these steps for proper after-sales handling:
Step 1: Contact platform customer service immediately.
When an after-sales issue occurs with a product on the platform, distributors must contact customer service immediately and should not directly arrange a refund or return. The platform cannot provide a full refund for any refunds without first communicating with platform customer service, regardless of the type of after-sales service.
Step 2: Inspect the product for quality issues.
If there are any product quality issues or shipping damage, please provide the required photos or videos to prove it, and platform customer service will provide a specific solution.
Step 3: Apply for a product after-sales solution online.
Please apply for all after-sales issues online, providing the reason for the request, supporting documentation, and the desired solution. tStMini platform customer service will handle the issue in the order in which each distributor applies. For urgent after-sales orders requiring a prompt response to the end buyer, please send an order number starting with CNDS to the customer service group for expedited processing.
Step 4: Select Ticket as the Communication Method
Communication will primarily be through ticketing. Customer service will verify all after-sales issues and provide solutions through ticketing. If distributors receive new information from end-users, they can simply leave a message. Customer service will respond as soon as possible upon receiving the message.
Step 5: Review and Process Return and Refund Procedures
If a distributor leaves a message on an already reviewed after-sales ticket, customer service will not currently receive a timely notification. For example, if the end-user returns an item and the logistics department indicates receipt, and the distributor requires a refund, please message the order number starting with CNDS in the contact group to contact customer service for refund processing.
