This Team & Service Policy (“Policy”) is established by Salt City TuFeng E-Commerce Co., Ltd., located at First Floor, Room 103, Mingpin Stone Trading Center, Sheyang Port Economic Development Zone, Sheyang County, Yancheng. The purpose of this Policy is to outline our company’s commitments, standards, operational principles, team responsibilities, and service guarantees across all business interactions.

This document serves as a comprehensive guide describing how our team functions, how we deliver services, the conduct expected from our staff, and the value customers can consistently expect. By engaging with our company, customers acknowledge and agree to the principles and terms described in this Policy.

1. Introduction to Our Team Philosophy

At Salt City TuFeng E-Commerce Co., Ltd., our team is the foundation of everything we do. We believe that exceptional services arise from professional competence, collaborative spirit, ethical conduct, and a deep commitment to customer satisfaction. This Policy explains:

• How our team is structured
• How we maintain service quality
• Standards governing staff behavior
• Customer interaction expectations
• Internal procedures designed to protect professionalism

We emphasize integrity, consistency, and performance in every stage of operation, from product management to post-sale services.

2. Team Structure

Our company operates through a structured, well-defined organization designed to support smooth e-commerce operations and service delivery. The team generally consists of the following functional groups:

2.1 Management Team

Responsible for strategic planning, operational oversight, policy formulation, and cross-departmental coordination. Their duties include:

• Establishing business goals
• Ensuring compliance with regulations
• Implementing quality assurance standards
• Evaluating team performance
• Approving major decisions related to service and customer experience

2.2 Product & Merchandising Team

This team manages the product lifecycle and ensures that product information is accurate and consistent across all platforms. Responsibilities include:

• Selecting and categorizing items
• Ensuring product quality meets company standards
• Coordinating product listings and descriptions
• Monitoring inventory movement and availability

2.3 Customer Service Team

The customer service team plays a central role in communication between customers and the company. Duties include:

• Responding to inquiries
• Supporting order management
• Handling complaints
• Assisting with return, exchange, and shipping issues
• Providing guidance and information related to purchases

2.4 Operations & Logistics Coordination Team

This team manages the backend processes that ensure efficient movement of goods. Responsibilities involve:

• Coordinating packaging and dispatch
• Working with logistics partners
• Monitoring delivery progress
• Identifying and resolving shipment issues

2.5 Quality Inspection Team

Ensures that all products meet quality standards before they are dispatched. Key responsibilities include:

• Inspecting goods upon arrival
• Evaluating outgoing shipments
• Verifying product conditions for returns or exchanges
• Documenting any product discrepancies

2.6 Support & Administrative Team

Handles back-office operations, internal documentation, compliance tracking, and administrative workflows.

3. Core Values Guiding Team Behavior

Our team adheres to a clearly defined set of values that ensure fairness, professionalism, and reliability across all interactions.

3.1 Integrity

Every team member must conduct business honestly and ethically. This includes:

• Providing accurate information
• Avoiding misleading representation
• Respecting all transactions and agreements

3.2 Professionalism

Employees must maintain a high level of professionalism, including:

• Appropriate communication
• Respectful tone
• Consistent service performance
• Protecting customer confidentiality

3.3 Accountability

Team members are expected to:

• Accept responsibility for their work
• Follow internal procedures
• Rectify errors promptly
• Address issues with transparency

3.4 Customer-Centric Approach

All staff must prioritize customer needs by:

• Responding promptly
• Providing correct information
• Ensuring satisfaction whenever possible
• Listening carefully to feedback

4. Service Scope

The services provided by Salt City TuFeng E-Commerce Co., Ltd. include (but are not limited to):

• Online product sales
• Product information and consultation
• Order processing
• Packaging and dispatching
• Customer support and assistance
• Product return and exchange handling
• Delivery and logistics coordination

Each service is governed by internal rules designed to ensure efficiency, accuracy, and fairness.

5. Service Quality Standards

To maintain consistency across all interactions, our company upholds the following service standards:

5.1 Accuracy of Information

We strive to ensure that:

• Product descriptions are detailed and precise
• Availability information is updated regularly
• Pricing is clearly displayed
• Shipping terms and lead times are accurate

5.2 Timeliness

Our commitment includes:

• Timely response to customer inquiries
• Fast processing of orders
• Clear communication regarding delays
• Efficient handling of post-sale support

5.3 Transparency

Customers should expect:

• Open explanations regarding product issues
• Honest communication about stock levels
• Transparent handling of returns, exchanges, and disputes

5.4 Confidentiality

All customer information is handled with care and used strictly for order-related purposes, in compliance with applicable privacy principles.

6. Staff Responsibilities

Each team member is required to adhere to the responsibilities defined by their role.

6.1 Responsibilities Toward Customers

Employees must:

• Communicate respectfully
• Provide correct information
• Handle concerns with patience
• Avoid making unauthorized commitments
• Follow established policies and procedures

6.2 Responsibilities Toward Internal Teams

Every team member must:

• Collaborate effectively
• Share accurate information
• Follow workflow procedures
• Maintain accurate records

7. Customer Interaction Policy

To ensure a professional experience for customers, all interactions must follow these standards:

7.1 Clear and Respectful Communication

Staff must communicate using:

• Professional language
• Clear explanations
• Polite tone
• Non-confrontational behavior

7.2 Response Time

Customers should expect replies within reasonable business timeframes based on workload and inquiry nature.

7.3 Handling Complaints

All complaints must be handled with:

• Objective evaluation
• Documentation of issues
• Investigation of underlying causes
• Fair resolution consistent with policy

8. Service Delivery Procedures

This section defines how services are operationally delivered.

8.1 Order Confirmation

After a customer places an order, internal teams must:

• Verify product availability
• Ensure payment confirmation
• Prepare dispatch documentation

8.2 Quality Control

Quality inspection occurs before products are packed and shipped. Inspectors must verify:

• Product condition
• Packaging suitability
• Correct product variations
• Absence of visible defects

8.3 Packaging & Dispatch

Logistics staff must ensure:

• Products are securely packaged
• Proper labeling
• Compliance with transportation requirements

9. After-Sales Service

We ensure that customers receive support throughout the entire transaction cycle.

9.1 Return and Exchange Handling

Our after-sales team ensures:

• Accurate evaluation of return requests
• Coordination with quality inspectors
• Smooth exchange processing
• Fair application of company policies

9.2 Shipment Issue Assistance

Support includes:

• Monitoring and tracking delivery progress
• Assisting with lost or delayed shipments
• Communicating with logistics providers

10. Performance Monitoring

To maintain consistent service quality, we perform internal assessments based on:

• Customer feedback
• Order accuracy
• Response times
• Complaint resolution rates
• Policy compliance

Performance data helps identify improvement areas.

11. Employee Conduct Requirements

All staff must follow rules regarding:

11.1 Professional Ethics

Employees must:

• Avoid conflicts of interest
• Avoid misuse of company property
• Maintain confidentiality
• Follow legal and ethical standards

11.2 Behavior Standards

Every staff member should:

• Behave courteously
• Avoid discriminatory language
• Avoid abusive or aggressive speech
• Maintain calm under pressure

11.3 Dress and Presentation

Employees must maintain a neat and professional appearance when necessary.

12. Training and Development

Salt City TuFeng E-Commerce Co., Ltd. invests in the growth of its team. We conduct:

• Product knowledge training
• Customer service workshops
• Policy update briefings
• Quality assurance training
• Logistics and operations training

Continuous learning enhances service quality.

13. Confidentiality and Data Handling

Our team must handle all customer-related information responsibly, ensuring it is used only for:

• Order fulfillment
• Delivery coordination
• Customer support

No staff member is allowed to disclose information unless required by law.

14. Conflict Resolution

We strive to resolve all issues in a fair and efficient manner.

14.1 Internal Conflict Resolution

Team supervisors will handle internal disputes promptly.

14.2 Customer Dispute Resolution

Complaints are resolved through:

• Careful review
• Evidence-based evaluation
• Policy-guided judgment

15. Safety and Compliance

Employees must follow regulatory requirements related to:

• Product storage
• Packaging
• Documentation
• Logistics handling

Compliance ensures safety and reduces operational risk.

16. Policy Violations

Any violation of this Policy may result in:

• Corrective action
• Retraining
• Formal warnings
• Termination for severe violations

Customers may also be denied service in cases of repeated abuse.

17. Updates to the Policy

Salt City TuFeng E-Commerce Co., Ltd. reserves the right to update this Policy to reflect:

• Operational changes
• Legal requirements
• Service improvement goals

Updated versions will include a revised “Last Updated” date.

18. Team and Service Policy Contact

All matters related to this Policy should be addressed through official communication channels associated with:

Salt City TuFeng E-Commerce Co., Ltd.
First Floor, Room 103, Mingpin Stone Trading Center, Sheyang Port Economic Development Zone, Sheyang County, Yancheng