Customer Service Policy

In order to standardize the daily service work of goruckmall.com official platform, unify the customer service service standard and service process, optimize the overall user shopping experience, our platform specially formulates this complete customer service policy, all front-line customer service staff and background service personnel shall strictly implement it.

The customer service team of goruckmall.com is mainly responsible for daily commodity detail consultation, order placing guidance, order status inquiry, logistics problem handling, return and refund process guidance, after-sales problem solving, platform function use guidance and user opinion collection and other all-round shopping related service work, covering the whole process from pre-sale consultation to after-sales guarantee.

All customer service personnel adhere to the polite, patient, professional and efficient service attitude, actively respond to every user's consultation demand, take the initiative to understand user problems and demands, avoid perfunctory reply and negative service attitude, and try their best to solve practical shopping troubles for users in place.

For ordinary user consultation messages and simple order problem feedback, our customer service team will complete effective reply within the working period; for complex order disputes, commodity quality disputes and cross-border shopping difficult problems, we will record the user demands in detail, feed back to the professional processing department, and regularly follow up and inform users of the problem handling progress.

In view of the legitimate rights and interests damage problems encountered by users in the shopping process on goruckmall.com, customer service personnel will follow the official platform rules to safeguard user legitimate rights and interests fairly, coordinate and handle all kinds of shopping disputes, and provide reasonable and feasible problem solving schemes for users.

If users encounter bad service attitude, perfunctory service processing and other non-standard service behaviors of customer service personnel, they can send relevant service feedback content to the official dedicated supervision email, we will carry out internal verification and rectification processing quickly, continuously optimize the overall customer service level of goruckmall.com.