T/SJDS 006-2024 Active Group standards

T/SJDS 006-2024 Shajiji e-commerce Furniture Wooden Pet House After-sales Service Specification

Publish Date: 2024-11-15 Implement Date: 2024-12-01 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/SJDS 006-2024

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: -

ICS Name: Furniture

Publish Date: 2024-11-15

Implement Date: 2024-12-01

Scope

Main technical content: 5. Service Provision The service provider should at least offer two ways to receive customer inquiries: through e-commerce platform communication software and by phone. Service personnel should use polite language, listen patiently to customers' feedback, and record it. For after-sales service requests from customers, an accurate response should be provided immediately. If an immediate response is not possible, the customer should be informed of the response timeline, which should be within 24 hours. Before providing after-sales service, an initial inspection should be conducted to further determine whether the issue falls within the quality warranty scope. The inspection items include but are not limited to: - Installation environment; - Usage method; - Pet conditions; - Product issues. After the initial inspection, an after-sales service plan should be developed for the customer, and the service should be carried out after obtaining their consent. For services exceeding the quality warranty scope, the customer should be informed of the fees, presented with the fee schedule, and provided with a quote before the service is implemented. The service provider should provide corresponding after-sales services according to the plan, including but not limited to: - Repair; - Replacement; - Supply of spare parts; - Cash compensation. After completing the after-sales service, the service provider should request the customer to confirm the results and record the confirmation. The archives should clearly and explicitly record the customer's information, product information, and service information for each after-sales service, and should be kept for at least three years. The customer's information should at least include the customer's name, pet conditions, and contact information. The product information should at least include the product name, specifications, model, and production batch number. The service