Customer Service Policy

This Customer Service Policy is formulated by soylentus.com, a professional online e-commerce platform focusing on the sales of high-quality Soylent nutritional products. This policy standardizes the overall service standards, service scope, service channels, service processes, staff management and user rights protection of all customer service work of the platform. All customer service personnel of soylentus.com must strictly abide by the provisions of this policy to carry out daily service work. All users who visit, browse, consume and cooperate on soylentus.com can enjoy the customer service services stipulated in this policy. The core service tenet of our customer service team is "customer first, sincere service, efficient response and problem-solving oriented". We are committed to providing all users with standardized, warm, professional and comprehensive one-stop customer service, covering all links before, during and after shopping, and solving all kinds of puzzles and problems encountered by users in the process of using the platform.

This Customer Service Policy is coordinated and complementary with the Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase and other rules of the platform. All customer service work shall be carried out on the premise of complying with other platform policies. When handling user consultation, complaints, after-sales applications and other businesses, customer service personnel shall handle them in accordance with the unified rules of all platform policies to ensure the consistency, fairness and standardization of service processing results.

The customer service team of soylentus.com is composed of professional service personnel with rich e-commerce industry experience. All team members have received pre-job professional training, including product knowledge training, platform policy training, service etiquette training, problem-solving skills training and language communication training. After passing the assessment, they can take up their posts officially. The team is divided into different business groups according to service directions: pre-sales consultation group, order service group, logistics after-sales group, return and refund group, complaint handling group and cooperative customer service group. Each group has clear job responsibilities and division of labor, realizing professional classified service for different user demands.

The customer service team implements a shift system to ensure that there are on-duty personnel to receive user consultation and demands during the effective service time. We have formulated a strict staff assessment mechanism, taking user satisfaction, problem-solving efficiency, service attitude and compliance with policies as the core assessment indicators. We regularly carry out service skill training and service summary meetings to continuously improve the comprehensive service quality of the team and optimize the user service experience.

The customer service of soylentus.com covers the whole cycle of user’s use of the platform, which is divided into pre-sales service, in-sales service and after-sales service three major modules, with comprehensive coverage of service content:

Pre-sales service mainly faces users who are in the product selection and understanding stage. The service content includes detailed introduction of all Soylent product parameters, ingredient composition, nutritional components, taste types, product specifications, edible methods and shelf life; answering users’ questions about product crowd adaptation, product efficacy, eco-friendly material design and scientific research support; explaining the platform’s pricing rules, long-term discount activities, free shipping policy and member-related benefits; guiding new users to complete account registration, website operation and product search. The pre-sales service aims to help users fully understand the products and platform rules, so that you can make a more suitable purchase choice.

In-sales service targets users who are placing orders and completing payments. The service content includes guiding users to solve abnormal problems such as order failure, payment failure and order information modification; helping users check order payment status, order generation status; answering questions about order quantity adjustment, product replacement in pending orders; reminding users of order delivery rules and logistics related precautions. The in-sales service ensures that users can complete the order operation smoothly.

After-sales service is the core part of customer service, facing users who have completed order receiving. The service content includes logistics status inquiry and logistics abnormal problem handling; product receiving problem handling such as product damage, missing quantity and wrong goods delivery; acceptance of users’ return and refund applications and follow-up process tracking; handling user complaints about products, logistics and service; tracking the progress of refund funds arrival; answering users’ questions about product use, storage and after-sales warranty. At the same time, the after-sales service also collects users’ product experience feedback and platform optimization suggestions, and feeds back effective information to the platform operation team.

In addition to the above three modules, the customer service team also undertakes the consultation reception of wholesale cooperation, media cooperation and brand communication, and provides corresponding service docking for cooperative merchants and media personnel.

soylentus.com has opened a variety of official customer service channels to adapt to different user communication habits and different types of service demands. All service channels are operated by formal on-the-job customer service personnel of the platform. Please identify the official channels to avoid being deceived by fake customer service. The specific channels and usage guidelines are as follows:

The main customer service email of the platform is support@soylentus.com, which is applicable to all formal consultation, problem feedback, after-sales application, complaint reporting and suggestion submission. This email is the most important customer service channel, which is suitable for processing complex problems that need to attach pictures, videos, order screenshots and other evidence materials, as well as problems that need to be tracked for a long time.

Usage guidelines: When sending an email, please fill in the email subject clearly, such as "Product Consultation", "Logistics Delay Feedback", "Return Application", "Service Complaint". The email content should describe the problem or demand in detail, attach the order number, receiving information and relevant evidence materials, and leave your effective contact method. Our customer service staff will classify and process emails in a unified way. For simple consulting emails, we will reply within 24 hours; for complex after-sales and complaint problems, we will reply within 48 hours and feed back the processing progress regularly.

For wholesale and bulk procurement cooperation demands, please send emails to wholesale@soylentus.com; for media interview and brand public relations cooperation, please send emails to press@soylentus.com. The three emails implement classified business processing to improve communication efficiency.

The official website soylentus.com has an online real-time message consultation entrance, which is suitable for users to consult simple questions during browsing products and placing orders, such as product price, basic activity rules, simple order operation guidance and other problems that can be answered in real time. The online message channel has fast response speed and simple operation. Our online customer service will reply in real time during the service period. If the problem involved is complex and cannot be solved in real time, the online customer service will guide you to use the email channel for follow-up processing.

The platform order system will automatically push message reminders for key nodes of all orders, including order payment success reminder, goods outbound reminder, logistics update reminder, return application approval reminder and refund completion reminder. Users can check system messages in the personal account center. If you have questions about the system messages, you can combine the messages to consult through email or online channels.

All customer service personnel of soylentus.com must maintain a polite, patient, enthusiastic and rigorous service attitude when communicating with users. No matter whether the user puts forward consultation, feedback or complaints, the staff shall respond politely, shall not have rude words, perfunctory replies, quarrels with users and other bad service behaviors, and shall always maintain the professional image of the platform. For users who are anxious due to order and after-sales problems, the customer service staff shall comfort the user’s mood first, and then solve the problem step by step.

We have formulated unified time limit standards for all types of service demands: For general pre-sales consultation and simple order questions, complete the response within the shortest time; for emails and message consultation received during working hours, complete the first reply within 24 hours; for after-sales problems that need to be verified and investigated, complete the situation verification within 48 hours and feed back the progress to users; for return and refund applications and complaint problems, formulate a clear processing scheme within 3 working days and implement it step by step. The whole service process pursues high efficiency to avoid long-term delay of user problems.

When answering user questions and handling service businesses, all customer service personnel must strictly abide by all official policies of soylentus.com such as Shipping Policy, Refund Policy and Privacy Policy. They shall not arbitrarily promise services and processing results that do not conform to the policy provisions, shall not modify the policy rules without authorization, and shall not favor or deliberately make things difficult for any user. All processing results must be based on the platform’s unified policies to ensure fairness and impartiality.

Customer service personnel will come into contact with users’ personal receiving information, order information, contact information and other privacy information in the work process. All staff must strictly abide by the Privacy Policy of the platform, keep all user privacy information confidential, shall not privately view, disseminate, disclose or use user privacy information for personal gain. Once the confidentiality rule is violated, the platform will impose severe penalties on the relevant personnel.

After receiving the user’s pre-sales consultation demand, the customer service staff first accurately understand the user’s consultation content, and introduce the product information, activity rules and platform services to the user in detail and professionally according to the product manual and platform policies. For the user’s comparative consultation of multiple products, objectively explain the differences in product positioning, function and crowd adaptation, and provide reasonable purchase suggestions. After the user’s consultation is completed, actively remind the user of the matters needing attention for subsequent order placement, and ensure that the user has a comprehensive understanding.

When users feed back order failure, payment failure, wrong order information and other problems, the customer service staff first query the background order data to find out the cause of the abnormality. For system operation errors, guide users to operate again; for payment channel exceptions, explain the reasons and suggest replacing the payment method; for the problem of wrong order information, assist users to modify the information within the allowable range of the system. If the order cannot be modified, negotiate with the user to cancel the order and re-place it. The whole process is tracked until the order returns to normal.

After receiving user feedback on logistics delay, package loss, wrong delivery and other problems, the customer service staff first query the real-time logistics data, contact the cooperative logistics carrier to verify the specific situation. According to the investigation results, classify the problems: for normal logistics delay caused by transportation cycle, explain the reason to the user and remind to wait patiently; for package loss and wrong delivery caused by logistics errors, according to the Shipping Policy and user’s will, handle re-delivery or full refund; for package damage in transit, guide users to take photos to retain evidence, and connect with the after-sales team to handle return and compensation.

When users initiate a return and refund application or consult return rules, the customer service staff first explain the 60-day return period, free return shipping, 5-10 working days refund rules and return operation steps to the user. Guide users to complete the application submission and evidence uploading. Track the approval of return application, return logistics, warehouse inspection and refund progress in the whole process, and feed back each node information to users in a timely manner. If the return application is rejected due to non-compliance with the conditions, clearly inform the user of the reasons and policy basis.

For user complaints involving product quality, service attitude, logistics errors and other content, we implement a special complaint acceptance mechanism. After receiving the complaint, the special complaint handler will record the complaint content in detail, sort out the relevant order information and evidence, and launch a comprehensive investigation within 24 hours. After finding out the cause of the complaint, formulate a reasonable solution in combination with the platform policies, communicate with the user actively, apologize for the bad experience caused to the user, and implement the solution as soon as possible. After the complaint is closed, conduct a follow-up return visit to confirm that the user is satisfied with the processing result.

Users have the right to obtain true, accurate and comprehensive product information and platform rule explanation from customer service staff; have the right to require customer service to solve the problems encountered in the shopping process efficiently; have the right to put forward complaints about bad service attitude and irregular service behavior of customer service personnel; have the right to put forward valuable suggestions for the optimization of platform products and services; have the right to require the platform to protect their personal privacy information during the service communication process.

Users should abide by the principle of civilized communication when communicating with customer service staff, use civilized language, and shall not abuse, insult, threaten and harass customer service personnel; when putting forward problem feedback and after-sales application, objectively describe the facts, and shall not fabricate false information and false evidence to maliciously complain and apply for returns; when the customer service staff requires to provide order information and relevant evidence, actively cooperate and provide true and effective materials; abide by all platform policies, and shall not put forward unreasonable demands that violate the platform rules.

After the customer service work for each user is completed, the platform will invite users to evaluate the service quality, including service attitude, response speed, problem-solving effect and other evaluation items. User’s real evaluation is an important basis for us to optimize the customer service team and adjust the service process. We will summarize user evaluations regularly every month, sort out concentrated problems and unsatisfactory service links, organize the customer service team to conduct rectification and training, and continuously improve the overall service level.

For the valuable optimization suggestions put forward by users in the service process, the customer service team will sort them out uniformly and feed them back to the platform operation, product and logistics teams. We will combine the actual operation situation of the platform to adopt reasonable suggestions, optimize product display, website function, logistics distribution and after-sales process, and let the platform develop in a direction that is more in line with user demands.

soylentus.com reserves the right to revise and update this Customer Service Policy according to the adjustment of service team, the expansion of service scope and the change of industry service norms. When the policy is revised, we will publish the updated content on the official website soylentus.com. The updated policy will take effect on the date of publication, and all subsequent customer service work will be implemented in accordance with the new policy.

All disputes arising in the customer service process shall be resolved through friendly communication between the two parties first. The final interpretation right of this Customer Service Policy belongs to soylentus.com. We will always adhere to the service tenet of putting users first, continuously improve service quality, and create a warm, efficient and reassuring service experience for every user