Customer Service Policy

Policy Objective

This Customer Service Policy standardizes the full-process service standards, service scope and service specifications of mudwtr.it.com e-commerce platform’s pre-sales, in-sales and after-sales customer services. It aims to provide professional, efficient, standardized and intimate shopping services for all platform users, standardize customer service work processes, unify service response standards, and comprehensively improve user online shopping experience and service satisfaction.

Dedicated Service Channels

mudwtr.it.com provides classified exclusive email service channels to meet different user consultation and cooperation demands. Users can select corresponding channels according to their demands: daily order consultation, product consultation, logistics inquiry and after-sales problem handling can contact support@mudwtr.it.com; brand cooperation, media docking and platform business communication can contact press@mudwtr.it.com; wholesale procurement, enterprise customized cooperation and bulk order business can contact wholesale@mudwtr.it.com. The platform will respond to user demands in a timely manner and provide targeted service solutions.

Pre-sales Service Standards

The pre-sales customer service team provides comprehensive and true product consulting services for users, including product organic certification description, adaptogenic mushroom ingredient efficacy, product specifications, usage methods, applicable crowds, preferential activity rules and platform service policies. We adhere to the principle of true publicity, never exaggerate product effects or mislead consumption, and provide objective and professional purchasing suggestions to help users select suitable products accurately.

In-sales Service Standards

During the user’s order placement process, customer service can assist users in completing order information modification, receiving address adjustment, preferential coupon use, order query and other operations. We will synchronize order review status, shipment progress and logistics trajectory information in real time, answer all transaction-related questions raised by users in a timely manner, and ensure the smooth completion of each order transaction.

After-sales Service Standards

For after-sales problems such as product quality problems, logistics damage, order errors, return and refund demands and transaction disputes after users sign for goods, the after-sales team will follow up the whole process of processing. We strictly implement the platform’s refund policy and shipping policy, quickly verify user problem feedback, actively coordinate solutions, timely update processing progress and results, and fully safeguard users’ legitimate shopping rights and interests.

Service Commitment

mudwtr.it.com always adheres to the fair, transparent and user-oriented service principle, standardizes all customer service behaviors, and resolutely rejects perfunctory responses, delayed processing and passive service. We continuously optimize the service response mechanism and problem handling efficiency, improve the full-cycle service system from pre-sales consultation to after-sales protection, and strive to provide every user with stable, reliable and high-quality e-commerce supporting services.

 

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