Support Faqs

Customer Service Full-scenario FAQs (Full Version)
1. What are the basic principles of service experience for customers?
      All customer service experiences follow three core principles, with stable and standardized execution:
       Openness and transparency: All service rules, charging standards and rights contents are fully disclosed.
      Fairness and impartiality: All customers enjoy equal service standards and resource distribution mechanisms.
      User-oriented: Take customer experience demand as the primary starting point of service optimization.
2. How to deal with inconsistent service experience effect?
      Due to different personal operation habits and scenario environments, individual experience effects may have slight differences. If the difference is too large and affects normal experience, you can submit feedback for targeted adjustment and repair.
3. Will the service right be cleared automatically?
      Conventional permanent service rights will not be cleared automatically. Partial timed rights will be automatically invalidated after the expiration of the valid period, and can be re-obtained through corresponding ways.
4. What are the taboos in the service experience process?
      Customers shall not use the service for improper purposes, shall not tamper with service data illegally, and shall not interfere with the normal operation of the service system. Violations will lead to service authority restrictions.
5. How to obtain service operation guidance materials?
      Official service operation guidelines, novice tutorials and detailed scenario guidance materials are all displayed in the service help center, which can be viewed and downloaded by customers for free.
6. Is the service team online in real time?
      The intelligent service system provides real-time online service all day, and the manual service team provides online support within fixed working hours to meet different levels of consultation demands.
7. How to modify personal service privacy settings?
      Customers can enter the personal privacy setting interface independently, adjust the information display, data protection and other related setting items, and save the settings to take effect in real time.
8. What is the processing standard for overdue service applications?
      All overdue unprocessed service applications will be automatically closed and recorded. If customers still have relevant demands, they can re-initiate new service applications.