Standard After-Sale Service Procedure

1. Sending Out the Products

The products would be properly packaged and turned over to the carrier according to the contract or proforma invoice agreed by both parties. Each party should officially contact and negotiate with the counterparty in advance for any shipping amendment of the contract or proforma invoice before the shipment by the seller.

2. Shipment Notice

The shipment notice would be advised by the seller to the buyer with the tracking no. or the scan of shipping waybill within one hour after the shipment by the seller. Pictures of products with packages, if available, would also be presented in accordance with the request of the buyer.

3. International Logistics and Customs Clearance

The buyer could track the status of delivery on the website of the carrier by the tracking no. and contact the customer service for further information if necessary. It is important for the buyer to cooperate with the carrier and local customs in order to facilitate the delivery schedule in case of any official procedure. The seller would be cooperative to cope with the problems of logistics and clearance so as to assure the most considerate delivery.

4. Primary Inspections

Before signing and receiving the products, the buyer should take primary inspections when the packages are delivered to the destination. In most instances, primary inspections are supposed to be including but not limited to the feasible measures as below:

Confirming the packages outside are intact with original sealing tape and without obvious damage.
Confirming the products inside are intact without obvious damage.
Confirming the products inside are with the same item no., quantity as the details in the packing list.

Primary inspections taken by the buyer should be witnessed inspections accompanied by the carrier with evidences of pictures or other records if possible. The buyer should timely contact and negotiate with the seller and the carrier in case of any dissatisfaction (including but not limited to product DAMAGE or MISSING) with the result of primary inspections. The seller would reserve the right to resort to necessary legal procedure so as to protect the lawful benefit for both parties.

5. Advanced Inspections

After signing and receiving the products, the buyer should take advanced inspections before further applications of operation, maintenance and so on. Advanced inspections taken by the buyer should be witnessed inspections accompanied by qualified inspectors with evidences of pictures or other records according to the requirements of product standards and instructions concerning the function, performance, property and so on. The buyer should timely contact and negotiate with the seller in case of any dissatisfaction with the result of advanced inspections. The seller would honestly approve of return, refund, repair, replacement and other appropriate solutions for cogent reasons according to the agreement by the negotiation of both parties within 30 days after signing and receiving the products by the buyer.

6. Utilizing the Products

The buyer should utilize the products according to the requirements of product standards and instructions after previous proper inspections. The buyer should timely contact and negotiate with the seller in case of any dissatisfaction with the result of normal utilization. The seller would honestly approve of return, refund, repair, replacement and other appropriate solutions for cogent reasons according to the agreement by the negotiation of both parties within 30 days after signing and receiving the products by the buyer.

You could learn more about Standard After-Sale Service Procedure here: