Shopping Agent Service

II. Purchasing Service Standard for ZHYT Third-party Shopping Agents

Services	Service Details		Standard Service				Value-added Service
Purchase	Purchasing   Service Fee		No   service fee for purchasing items from Taobao,  Tmall, 1688, Vipshop,   Amazon, Dangdang,   YHD.com and JD.com (please purchase value-added   services if required).				For orders on other   unknown platforms such as Xian'yu, WeChat   Shop and Chawin Books, and   orders fulfilled by shopping experts, we will   charge a certain   proportion of value-added service fees
							For details, please refer to: Third-party   platform purchasing service charge   description
	Verification   of Shipping Restrictions		The shopping agent shall   review the order in accordance with the   latest customs policy and the   shipping risks of the corresponding items and   the shipping routes to   the destination country according to the monthly   updated "Characteristics   of Each Route and Classification of Shipping   Restrictions" and   "Shipping Restrictios Inquiry" of the   Logistics Department,   and confirm the risks to the ZHYT user.				\
	Processing Time of Order		Orders submitted at 09:00-18:00    (BT) shall   be processed within 6 hours;				【Speedy Response】
			Orders submitted at 18:00-09:00  (BT)     shall be processed before 14:00 the next day;				● Speedy Response     order paid between 09:00-18:00 (BT) will be responded within 1   hour.
			The shopping agent shall fulfill   the order within 24 hours after the user   has confirmed or make payment   replenishment for the order.				● Speedy Response     order paid between 18:00-09:00 (BT) will be responded by 10:00   that   day.
			Note: if confirmation with the   seller is needed when the user has special   requirement, and the seller   has not been online, the processing time will be   extended accordingly.
							The shopping agent shall fulfill the order   within 24 hours after   the user   has confirmed or make payment replenishment for the order.
							【Order First Pay   Difference Later】
	Payment   Make-up		If the item price or   freight is not consistent with that   submitted by the user, the   shopping agent should set payment make-up   according to the actual   value of the item when processing the order.				If the difference of the order total is within     CNY 100 and there is no need to remind the users of the   customs-related risks, the shopping agent will give priority to purchase for   the customer.   Users need to make up the payment within 24 hours, and the shopping agent     will inform the seller of delivery after receiving the payment
	Order Cancellation		When the user applies for   canceling the order in   "Processing" status, the shopping   agent shall proceed with order   cancellation within 24 hours and refund the actual   amonut to the user.				\
			When the   user applies to cancel the order in   "Purchased" status, the   shopping agent shall check with the seller   within 48 hours, and accept or proceed   with    the return request according to the actual situation.				\
	Expert Service		The   shopping expert shall respond to the expert enquiry within   24 hours during working days, and in   case of weekend, the enquiry shall be   processed at 9:00 next week.				【Expert Service】
							>Search high quality   products/recommended   suppliers
							>Experts priority purchase
							>Provide product   customization
							>Complete service follow up
Delivery	Follow-up   on Delivery By Seller		Generally Chinese   domestic Taobao sellers will send out the delivery within 3~7 days; Jingdong,   Amazon self-running logistics will   deliver items on the same day of   purchasing.				\
			The actual duration depends on   the seller
			For orders not shipped within 3   days, the shopping agent shall follow up   for the first time within 5   days, and follow up later every 3-4 days. If the   seller does not   deliver the item or fails to reply all the time, the shopping   agent   shall instruct the user to cancel the order.
			Note: except for pre-sale /   deposit-paid / overseas shopping agent orders
	Expedited   Delivery By User		When the   user clicks the order for expedited delivery, the   shopping agent shall   verify the delivery time and notify the user within 24   hours; if the   seller fails to reply, it shall be synchronized to the user   according   to the actual situation.				\
	Item Out of   Stock		The seller informs the   shopping agent of the item out of stock,   who will then synchronize the   info to the user. If the user fails to reply   within 72 hours, the   shopping agent will take the initiative to cancel the   order for the   user.				\
	Follow-up   on    Separate Orders		For separate orders, the   shopping agent shall first follow up the delivery within 48 hours, and   verifie the seller and inform the user of   the delivery information.				\
	Follow-up on Delivered Order		ZHYT's warehouse is   located in Guangdong Province. The local   sellers in Guangzhou usually   need 1-2 working days to deliver the items; in   other areas, it usually   takes 3-5 working days.				\
			The shopping agent shall follow   up whether the logistics track is normal   within 48 hours after the   order has been delivered for more than 3 days   without signing in. If   the logistics is abnormal,  the shopping agent shall contact the seller     to verify the order and synchronize the information to the user.
	Return /   Exchange for Delierving Order		For order in   "Delierving" status, when the user   applies for return and   exchange, the shopping agent shall check with the   seller within 48   hours, and accept or proceed with the return and exchange   request   according to the actual situation.				\
After-Sales	Order Enquiry		The shopping agent shall   respond and reply to the order enquiry   initiated by the user within 24   hours				\
	Reply to   Inbox Messages		The shopping agent shall   respond and reply to the inbox messages   from the user within 24 hours				\
	Processing   Time of Refund		For the order in refund,   the shopping agent will refund to the   user after getting the refund   from Taobao within 4-10 days; in case of   special circumstances, the   shopping agent will verify the situation and   synchronize the   information to the user.				\
	Processing   Time of Return		The shopping agent shall   negotiate with the seller to confirm   whether the return can be handled   according to the user's return application   and the rule of Return   Guarantee within 48 hours. After the seller confirms,   the shopping   agent shall fill in the return information, return the parcel to   the   seller according to the return process and fill in the logistics for     returned item on Taobao in time. The shopping agent shall also follow up the     refund within 3-7 days after the returned parcel is sent out, and   complete   the refund for the user within 15 days. In special cases, the   shopping agent   needs to synchronize the abnormal information to the   user through inbox   messages.				\
	Processing   Time of Exchange		The shopping agent shall   negotiate with the seller within 48   hours to confirm whether the item   can be exchanged according to the exchange   request of the user. For   order of exchange, the seller shall be contacted   within 5 days after the   exchange status shows up to obtain the logistics info   for exchanged   item and update the order status. If the logistics info for   exchanged   item is not obtained in time, the user shall be informed of the     follow-up details within 7 days. For the order of exchange, the seller shall     be contacted in time to extend the transaction time. Within 3 days   from the   completion of the transaction, the shopping agent shall   contact the seller to   extend the transaction time until the receipt   date of the exchanged item (if   the seller fails to provide the   logistics info for exchanged item within 15   days in case of any   abnormality, the shopping agent will inform the user   again. For   example: the time for exchange is too long, the item is out of   stock,   the seller fails to reply, etc.).				\
	Return/Exchange Guarantee		Within 5 days after the   stock-in of ordered item, the user can   entrust the shopping agent to   negotiate with the seller if he applies for   Return/Exchange Guarantee.   The shopping agent shall accept or proceed with   the return/exchange request   within 48 hours according to the actual   situation.				【Return/Exchange     service fee】
			Starting from Feb 1, 2018, ZHYT will be offering a designated   number of   free negotiation service attempts for unconditional   return/exchange of   products. Once the attempts are used up, procession   fees will be incurred.   Please see this website for details: Terms   of Promised   Returns with no reasons. ZHYT is not responsible for     the final negotiation results.				All users (excluding Prime members) are exempt   from the   Service Fee for the first return /exchange operation in each   calendar   month.
							Service fee: Return: 5 yuan       Exchange: 10 yuan
							*Note: To prevent   excessive return   and click farm, ZHYT startd collecting tiered fees on   September 20, 2018.（See: New   Monthly Limitation on the Free   Return/Exchange Service）
	Quality Inspection		If the item has some   quality issues through quality inspection   or the user points out the   defect of the item, the shopping agent shall check   with the seller and   assist the user in negotiating with the seller.				\
			Please see this website for details: Usual   Way of   Handling Defective Products/Products with Quality Issues
	After-sale   Service for International Parcels		When the user applies for   after-sale service of the parcel   related to the problem of the item,   if he/she needs the shopping agent to   contact the seller, the shopping   agent will verify with the seller free of   charge and send the verification   information to the customer service.				\

Note: the processing time for expert services and purchasing is limited to working days, and in case of non-working day or China's public holidays, it shall be postponed to working days for orderly processing.

In case of special situations such as ourdoor activities for staff, Spring Festival and Double 11 Shopping Event, the processing time of all relevant services for orders will be postponed to working days, and the shopping agent will process all your request in order as soon as possible .

 

III. FAQ:

1. What kind of products will the third-party shopping agents provide services for?

The third-party shopping agents will provide services related to purchasing, domestic after-sales, etc. for shopping agent orders placed at ZHYT.

2. Are there any service standards for the third-party shopping agents? If so, what should I do if they do not follow these standards?

All third-party shopping agents shall work in line with Service Standards for Third-Party Shopping Agents at ZHYT. If any of them violate such standards, please contact our customer service.

3. Shall I pay service fee to the shopping agents?

No service fee will be charged for general shopping agent services, but for expert services and shopping agent services related to third-party platforms, relevant fees will be charged according to the pricing system of ZHYT.

4. What should I do if I want to launch complaints about the shopping agents through after-sales enquiry?

For after-sales disputes or complaints from the services provided by the third-party shopping agents, please contact our customer service.