Team and Services Policy

1. Introduction

Yancheng Nile Crocodile E‑Commerce Co., Ltd. (“we,” “us,” or “our”) is committed to providing high-quality children’s clothing and exceptional customer service. This Team and Services Policy outlines the structure, responsibilities, and commitments of our team members to ensure consistent service quality.

This policy also details the services offered to customers, including order assistance, product guidance, after-sales support, and customer engagement.

2. Scope of Policy

This policy applies to all employees, contractors, and representatives of Yancheng Nile Crocodile E‑Commerce Co., Ltd., as well as all services offered to customers through the online platform.

It covers interactions before, during, and after the purchase of products.

3. Company Overview

Yancheng Nile Crocodile E‑Commerce Co., Ltd. specializes in children’s clothing, offering a wide range of products designed for comfort, safety, and style.

Our mission is to combine quality craftsmanship with accessible e-commerce services to deliver a reliable shopping experience.

4. Our Team

Our team consists of highly trained professionals dedicated to delivering exceptional customer service, product quality, and operational efficiency.

Team members are trained to adhere to company standards, maintain ethical conduct, and ensure customer satisfaction across all touchpoints.

5. Roles and Responsibilities

Each department within the company has defined responsibilities to ensure smooth operations:

• Customer Service Team: Handles inquiries, complaints, and order assistance.
• Sales and Order Fulfillment Team: Manages order processing, payment verification, and packaging.
• Logistics and Shipping Team: Ensures accurate delivery and coordination with shipping carriers.
• Product Quality and Design Team: Maintains product standards and monitors design innovation.
• Marketing and Communications Team: Manages promotions, content, and customer engagement.
• Technical and IT Team: Supports website functionality, cybersecurity, and data management.

6. Customer Service Team

1. Provides prompt and professional assistance via email, chat, or website contact forms.
2. Responds to inquiries about products, orders, shipping, returns, and policies.
3. Tracks issues until resolution and ensures customer satisfaction.
4. Maintains records of all interactions for accountability and improvement purposes.

7. Sales and Order Fulfillment Team

1. Processes orders efficiently and accurately.
2. Verifies payment and confirms order details with customers.
3. Ensures products are packaged securely to prevent damage during shipping.
4. Monitors stock levels and updates the system to avoid overselling.

8. Logistics and Shipping Team

1. Coordinates with domestic and international shipping carriers.
2. Prepares shipment documentation and tracking information.
3. Monitors shipments to ensure timely delivery.
4. Handles issues related to lost, delayed, or damaged packages.

9. Product Quality and Design Team

1. Ensures all products meet quality, safety, and design standards.
2. Conducts regular inspections of materials, stitching, and labeling.
3. Provides feedback to production and sourcing partners.
4. Innovates new designs to align with current market trends and customer preferences.

10. Marketing and Communications Team

1. Creates promotional content, newsletters, and advertisements.
2. Maintains the company’s social media presence and online reputation.
3. Provides information about new products, discounts, and campaigns.
4. Coordinates customer feedback for service and product improvements.

11. Technical and IT Team

1. Maintains website functionality, server security, and system updates.
2. Ensures secure processing of customer data and payment information.
3. Monitors cybersecurity threats and implements preventive measures.
4. Supports internal teams with technology solutions and training.

12. Training and Development

1. All team members undergo initial and ongoing training on company policies, customer service standards, and product knowledge.
2. Training includes conflict resolution, communication skills, ethical conduct, and technical procedures.
3. Performance evaluations are conducted regularly to ensure high-quality service.

13. Communication Channels

1. Customers can contact the company through website forms, email, or online chat.
2. Each inquiry is assigned to the appropriate team for resolution.
3. Communication is maintained in a professional, courteous, and clear manner.

14. Response Time and Resolution Process

1. Standard response time for inquiries is 24–48 hours during business days.
2. Complex issues may require additional investigation, and customers will be updated accordingly.
3. Resolution is prioritized based on urgency, order status, and customer impact.

15. Complaint Handling and Escalation

1. All complaints are logged and assessed for resolution.
2. Customers may escalate issues to higher management if not resolved satisfactorily.
3. Escalation ensures thorough investigation and timely resolution.

16. Customization and Personalized Services

1. Customers may request personalized recommendations based on product types, sizes, and preferences.
2. Team members provide guidance on sizing, material suitability, and design selection.
3. Customization requests are handled according to product availability and feasibility.

17. Product Consultation and Recommendations

1. Customer service representatives offer detailed product information, including material, sizing, and care instructions.
2. Recommendations are based on customer needs, preferences, and previous purchase history.
3. Guidance is impartial and designed to enhance customer satisfaction.

18. After-Sales Support

1. Assistance is provided for returns, exchanges, refunds, and shipping issues.
2. Product warranty or guarantee information is explained clearly to customers.
3. Support ensures that post-purchase experiences are handled efficiently and professionally.

19. Warranty and Service Guarantees

1. All products are subject to company quality standards and guarantees.
2. Warranties cover manufacturing defects or material issues within specified periods.
3. Customers are guided on procedures to claim warranties or service support.

20. Service Limitations and Exclusions

1. Services are limited to products purchased through the official online store.
2. The company is not responsible for issues arising from unauthorized resellers or third-party marketplaces.
3. Customizations or modifications requested outside standard procedures may be excluded from service guarantees.

21. Continuous Improvement

1. Customer feedback is regularly collected to enhance team performance and services.
2. Service procedures are reviewed and updated to maintain efficiency, reliability, and satisfaction.
3. Internal audits ensure compliance with company standards and regulatory requirements.

22. Customer Feedback

1. Customers are encouraged to provide feedback on team performance and services.
2. Feedback may be submitted through surveys, emails, or website forms.
3. All feedback is reviewed and incorporated into ongoing service improvement initiatives.

23. Privacy and Confidentiality

1. Team members adhere to strict confidentiality regarding customer information.
2. Customer data is used solely for providing services and fulfilling orders.
3. Information is protected in accordance with company privacy policies and applicable laws.

24. Team Conduct and Ethics

1. All employees are expected to maintain high ethical standards in communication and service.
2. Team members are prohibited from engaging in deceptive, fraudulent, or abusive practices.
3. Professionalism, integrity, and customer focus are core values of the company team.

25. Policy Updates

1. This Team and Services Policy may be updated to reflect changes in company structure, service offerings, or industry best practices.
2. Updated policies are published on the website with a revised effective date.
3. Continued use of company services constitutes acknowledgment of updated policies.

26. Governing Law

This policy is governed by the laws of the jurisdiction where Yancheng Nile Crocodile E‑Commerce Co., Ltd. is registered, without regard to conflicts of law principles.