CONTACT US
Guangzhou Xingyong Trading Co., Ltd. (hereinafter referred to as "Xingyong Trading") always adheres to the tenet of "Efficient Response, Professional Service" and provides full - process support for cross - border trade to global customers. Whether you have product inquiries, order follow - up, after - sales issues, or cooperation negotiation needs, you can contact us through the following methods, and we will provide you with solutions in the shortest time.
- Work Hours Description
To ensure efficient response, the working hours of each channel are as follows (all in Beijing time):
• Online Customer Service / Customer Service Hotline: 9:00 - 18:00 from Monday to Friday (except legal holidays); 10:00 - 16:00 on Saturday (only handle urgent order issues)
• Customer Service Email: Accept emails throughout the year, reply within 24 hours on working days, and reply within 48 hours on weekends and holidays
• Off - line Reception: 9:30 - 17:30 from Monday to Friday (appointment in advance is required)
If you have urgent needs during non - working hours (such as abnormal cargo clearance, logistics delay), you can send an email to 15307594369@163.com and mark "Urgent", and we will arrange on - duty personnel to handle it first.
III. Problem Feedback Guidelines
To help you solve problems quickly, it is recommended to feedback according to the following steps to improve processing efficiency:
To help you solve problems quickly, it is recommended to feedback according to the following steps to improve processing efficiency:
- Clarify the Type of Demand: First, determine whether the problem belongs to "Product Inquiry", "Order After - sales", "Policy Query", or "Cooperation Negotiation", and select the corresponding channel (for example, for after - sales problems, contact the "After - sales Email" or "Online Customer Service" first);
- Prepare Relevant Vouchers: When feedbacking order problems, please prepare the "Order Number" and "Logistics Waybill Number"; when feedbacking quality problems, attach "Photos / Videos of Cargo Problems" and "Receipt Records";
- Describe the Problem Clearly: When communicating, briefly state the "Problem Phenomenon + Expected Solution + Time Requirement (if any)", and avoid vague expressions;
- Follow up on the Processing Progress: After submitting the feedback, we will provide a "Feedback Number", and you can query the processing progress through this number with the online customer service or by email.
IV. Feedback Processing Commitment
We value the needs of every customer and promise to follow the following processing standards:
We value the needs of every customer and promise to follow the following processing standards:
- Response Time Limit: During working hours, online customer service / telephone consultations are responded to immediately; email feedback is confirmed to be received within 24 hours; urgent problems are initially replied to within 1 hour;
- Processing Flow: Feedback problem → Record and file → Assign a specialist → Solve the problem → Confirm the result → Satisfaction 回访，and the whole process is traceable;
- Re - processing for Dissatisfaction: If you are not satisfied with the solution, you can raise an objection within 3 working days after receiving the result. We will upgrade the processing, and the department head will reconnect until the problem is properly resolved.
• Feedback Form: Log in to the "Help Center - Feedback" page of the independent website, fill out the form and submit your suggestions or complaints, and we will reply within 3 working days.
Wherever you are in the world, Xingyong Trading will provide you with full - cycle support for cross - border trade with a professional and sincere attitude. We look forward to working with you to create global business opportunities!
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