TREXM售后说明

TREXM After-sales Service Instruction

为了更高效的沟通，咨询售后问题时，请您提供订单号+产品SKU+尽可能详细的客人原话和图片+您的诉求；TREXM能解答产品相关问题，如物流问题、平台功能等其它相关请咨询平台客服，感谢您的配合！

In order to communicate more efficiently, when consulting after-sales questions, please provide the order number + product SKU + the original words and pictures of the guest (as detailed as possible) + your appeal; TREXM can only answer product-related questions. If you have trouble in logistics issues, platform functions, etc, please contact the platform customer service. Thank you for your cooperation!

1、  产品质量问题（缺部件、破损等）需重发

1, Product quality problems (missing parts, damage, etc.) need to be reshipped.

请先跟店铺确认是否可以给客人重发，确认后申请RMA即可；若店铺答复无库存无法重发，建议先尝试部分补偿，实在不接受可退全款保留；

Please confirm with us whether it is possible to reship it to the customer first, and apply for RMA after the confirmation; if we replied that there is no stock and cannot reship, it is recommended to try a partial refund first. When it is not acceptable by the customer, try the full refund and keep the item ;

2、  产品质量问题造成的退款

2, Refunds caused by product quality problems

部分退款：按照给顾客退款金额的一定比例进行退款，上限为B2B实际采购价；

Partial refund: Our refund is based on a certain proportion of customer’s refund, and its upper limit is your actual B2B purchase price ;
退全款：店铺退还B2B实际采购价；

Full refund: We will refund the actual B2B purchase price ;

3、  非产品质量问题售后（物流丢包、发错货、客人原因不喜欢、以及产品太小、有色差等主观臆断）

3. After-sales service for non-product quality problems ( packages lost, wrong goods are sent, customers do not like it, products are too small, there is a color difference, etc.)

物流丢包和发错货建议联系平台索赔，另外平台有特殊险业务，可咨询以下平台客服，非产品质量问题造成的客诉不归店铺承担；

It is recommended to contact the B2B platform to claim for logistic issues and wrong goods. Besides, the platform has special insurance service which you can ask for more detail info. Customer complaints caused by non-product quality problems will not be taken by us.

4、  申请RMA注意事项

4. Notes on applying for RMA

A、产品质量问题造成的客诉，需提供相关说明，比如具体哪里破损、缺哪些部件，最好能请客人提供图片，若无图片且无详细说明，视为客人原因无理由退货，店铺可以不承担；

A. For customer complaints caused by product quality problems, please provide relevant instructions, such as where is the specific damage and which parts are missing. It is better to ask the customer to provide pictures. If there is no picture and no detailed description, it will be regarded as no reason refund, and that will not be accepted;

B、申请退款的RMA，需附上给客人的含售价退款详情截图，我们需要上传到系统备份，多谢您的配合。

B. For the RMA refund, a screenshot containing the details of the refund to the customer must be attached. We need to upload it to the system for backup. Thank you for your cooperation.

5、  处理RMA的时效

5. The timeliness of processing RMA

重发整个包裹的RMA，会在当天下班前处理；拆包的RMA，因为需要IT帮忙录入，会在三个工作日内处理；退款的RMA，当天下班前处理，若您当天申请较晚，会顺延到第二个工作日处理；周末申请的RMA，仓库也不作业，周一会统一处理；

The RMA for reshipping the entire package will be processed before the end of the day; the RMA for unpacking will be processed within three workdays because it requires IT’s assistance to record it; the RMA for refund will be processed before the end of the day. if your application comes a little late , it will be postponed to the second workday; if your RMA comes on weekends, since the warehouse does not operate on weekends, it will be processed on Monday;

6、  重发什么时候出单号

6. When will the tracking number be uploaded?

A、仓库有库存的情况下，直接在B2B重发整个包裹，一般两个工作日可出运单号；

A. When the warehouse has stock, the whole package can be reshipped directly in B2B system. Generally, the tracking number will be available in two workdays;

B、拆包裹给客人发，目前是五到十个工作日出运单号（仓库当前运行负载过重，后续恢复正常，时效性增强后，这个天数也会随之减少）；

B. When we have to unpack the package and reship the part to the customer, it will take five to ten workdays to upload tracking numbers (the warehouse is overload currently, and when the subsequent back to normal, the number of days will be reduced after the timeliness is enhanced);

C、由工厂给客人补发，考虑到国际空运需要时间较久，再加上有的部件并不是现成的，要先生产再发给客人，难以给出准确的时间。大家都是为了最高效的解决售后问题，双方的出发点是高度一致的，所以请放心，有了单号我们会第一时间反馈。

C. When we need  to reship the part to the customer from the factory, considering that international air transportation will take a long time, and some parts are not already made, it is difficult to predict an accurate time for the customer. Since we have the same purpose which is try looking for the most efficient solution, we will send feedback as soon as we have the tracking number, please be patient.

7、  拥有多个采购账号的buyer，用其中一个账号全款囤货后，想退库存给其他账号购买

7. Buyers who have multiple purchasing accounts want to return some inventory to other accounts for purchase after using one of the accounts to stock up by the full amount

平台禁止此项操作，且退回库存会提高我们的return rate，影响店铺健康，请您多账号全款囤货时结合销量考虑一下库存分配，多谢您的谅解；

The platform prohibits this operation, returning the inventory will increase our return rate and affect the evaluation of our store. Please consider the inventory allocation in conjunction with the sales volume before making full stocking decisions. Thank you for your understanding;

8、保证金库存未售完（包括发货前客人取消订单）

8. The margin stock is not sold out (including the cancellation before shipping)

所有保证金库存我们暂时不予退货，到期后请付清尾款转为全款，并且这样的全款库存我们不予退货；

We will not return margin stocks for now. Please pay the balance when it is due, and we will not return such full payment stocks;

9、全款囤货库存未售完（包括发货前客人取消订单）

9. The full payment stock is not sold out (including the cancellation before shipping)

所有库存一经售出，若无特殊情况概不退还，若发货前客人取消订单，请在七天内申请RMA退回（从您在B2B上实际下单时间开始计算）；

Once the inventory is sold, it will not be refunded unless there are special circumstances. If the customer cancels the order before shipping, please apply for an RMA return within seven days (since the date you actually place the order on B2B);

考虑到双方长期友好合作关系，每位buyer每月有一次机会退回库存（多ID buyer只能选择其中一个ID操作），具体要求如下：

Considering establish a long-term friendly cooperative relationship between our two parties, each buyer has an opportunity to return the inventory once a month (multi-ID buyers can only choose one of the IDs). The specific requirements are as follows:

A、  购买时间0-7天，退还全额采购金额；

A. When the purchase time is within 7 days, a full purchase amount will be refunded;

B、购买时间8-30天，退还采购金额的80%，剩余20%货款不予退还；

B. When the purchase time is between 8-30 days, 80% of the purchase amount will be refunded, and the remaining 20% ​​of the purchase price will not be refunded;

C、购买时间31-60天，退还采购金额的60%，剩余40%货款不予退还；

C. When the purchase time is between 31-60 days, 60% of the purchase amount will be refunded, and the remaining 40% ​​of the purchase price will not be refunded;

D、购买时间61-90天，退还采购金额的30%，剩余70%货款不予退还；

D. When the purchase time is between 61-90 days, 30% of the purchase amount will be refunded, and the remaining 70% ​​of the purchase price will not be refunded;

E、购买时间90天以上，不予处理。

E. When the purchase time is more than 90 days , the purchase amount will not be refunded.