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Operating specifications
.Script/Operations prohibited for customer service
Designate a CHAT customer service representative
Customer inquiry transfer process specifications (excluding transfer to T3)
TK/CHAT to TALK (hotline) operation specification
【Website Problems】--APP/WEB Registration/Login Exception
【Website Problems】--APP/WEB Order Exception
CHAT normal customer inquiry closing operation specification
No need to handle customer inquiry process
Customers are dissatisfied with the services provided by T1 and T2
T3
Transfer to T3 Complaint Escalation Scenario and Corresponding Keyword Refe
LGBT Client Handling Process - CHAT
T1/T2 Transfer to T3
Public Opinion & Sensitive Topics-Other Scenarios
Website suggestion
Public Opinion & Sensitive Topics-Pirating and Infringement
Public Opinion & Sensitive Topics - Religious, Political and Cultural
Public Opinion & Sensitive Topics—Epidemic related
Public sentiment & Sensitive Topics-Social Responsibility
Public Opinion & Sensitive Topics - Brand/Pricing Related
Information Security-False Information
Non-Identical Account Verification Process (CSD Automatic Verification）
Non-Identical Account Verification Process (Manual Verification for Non-Tal
Introduction to ULP
How to Login
What Systems to Use
Order List
Wrong or Quality issues
Quality issue of customized items
Tier Classification
T1 Topics
T2 Topics
T3 Topics
T3 Issues
Games
【Lucky Draw】
【FREE GIFT】
【FREE GIFT】Questions and answers about friends' support (many friends' supp
【Money Tree】
【Magic Draw】
【Spin to Win】
【SHEIN's BUY X FREE Y】
【SHEIN's BUY X FREE Y】Why is there an amount to be allocated for the free g
【SHEIN's BUY X FREE Y】Can I use user assets (coupons, points, balance in wa
【SHEIN's BUY X FREE Y】How to join the game?
【Cat game】
Why didn’t I get an opportunity to play the game after sharing it with my f
Users complained about slow game progression/high difficulty
Why can't I play the game anymore?
【LUCKY_BAG】
Work Orders
SHEIN CLUB
【SHEIN CLUB】If I purchase a SHEIN CLUB, where can I check the actual discou
【SHEIN CLUB】Why can't I buy SHEIN CLUB?
【SHEIN CLUB】Can SHEIN CLUB be transferred to other accounts (my friends/fa
【SHEIN CLUB】How to cancel PAID SHEIN CLUB?
【SHEIN CLUB】Why did I purchase a paid membership but not get the paid memb
【SHEIN CLUB】If I refund/return, will my shipping coupon be returned to me a
【SHEIN CLUB】Shipping coupon not available/ grayed out?
【SHEIN CLUB】Why do I no longer enjoy paid member discounts? / Why does the
【SHEIN CLUB】How do I filter SHEIN CLUB products?
Account/Application-T2
Registration to SHEIN
Customer feedback: Unable to place order
Account Deletion
How to delete account
Cannot delete account
How to delete account
Change account password
By the Customer
By Customer Service
Email is Valid
Email is Invalid
Modify mobile phone number-account related
Points
Daily Check-in but did not earn points
Customers request overcompensation points
Refund points expired after order cancellation
How to get points?
Point/coupon refund-related
Points are not returned after order cancellation
Coupons
Coupon code is not working
Join Activities But Coupons not Received
How to get coupons
Coupon applied, need to modify/add
Returned coupons are expired after the cancellation of the order
Coupons was not returned after the cancellation of the order
How to buy coupons
VIP Membership
Matters need attention for membership level upgrade
Product reviews not/partial display
Membership level validity
How to become a member
Membership level upgrade conditions
Product Reviews
Ordered products cannot be reviewed
Product reviews not shown
Customer asked to delete review
Related to account function
Binding Email
Customer asks for relevant information from deleted account
Address updates
Unable to contact online chat
Email Unsubscription
How to comment & comment to get the number of points
Invalid email cannot be verified
How to switch languages
How to change the currency
Email verification abnormality (no verification code received/invalid or in
Order Status
Unpaid-T2
Concept
COD blacklist lift of the ban
COD Verification Code
Cancellation/Postponement
Duplicate payments
payment was deducted, but the order shows unpaid/cancelled
Cannot Pay with Wallet
Unable to Pay/Payment Failure
Payment successful, payment confirmation not received
COD unable to pay/payment failed
Change Payment Methods
Unpaid (Modify the product)
COD did not receive SMS verification code
Extend the time limit for order payment
Paid-T2
Concept
Risk Control Order Review/Verification
Required Documents
Change Shipping Address
Exchange Item/Items
Cancel Item/Items
Whole Order Cancellation
Processing-T1
Concept
Inquiry about order shipping time/processing time
Expediting shipment
Change the Shipping Channel
Cut the Label
Add product
Change Shipping Address
Add/edit points or coupons
Combined Packages
Cancel Item/Items
Customer requests exchange
Customized items
Whether the product can be customized?
How do I upload/send the material of customized item?
Cancel the whole or part items of an order
Cross-order combined package shipment--Refund shipping fee
Why the order was canceled
Mark as gift/Handwriting blessing card
Whether it ships to specific regions
Overdue order(6 months)
All Shipped-T1
Shipping Info
Inquiry shipping status
Customer request to urge dispatch
Change Shipping Address
Reject the Order
Customer requests to make an appointment for delivery
Complain about the courier (charging fees, poor service attitude, etc.)
The package has been signed but status hasn't been updated into delivered
Customer requests invoice
No update on tracking status
Return to sender/Package lost
Package damaged after delivery, etc.
Refusal to pay customs duties
Will items from different brands have different shipping fees?
Signed for after being refunded
Pckage is held by customs
Specific Delivery service
Request specific collection point
Other tax (transaction fee)
Invoice modification related
Request shipping fee after being shipped (shipping time frame does not reac
Over time frame-Request a return freight
Self-lifting
The customer reported being overcharged.
Delivered But Not Received
Signed-T2
Missing Items
wrong item/size received / Whole Order Received Wrong
Quality
Guidelines for Identification of Quality Problems (Clothing)
Guidelines for Identification of Quality Problems (Makeup)
Product Returns - Guidelines for Identification of Quality Problems （Shoes）
Free Order-After-Sales Issues (Game Free Order, Free Product )
Missing Accessory
Overcharge-T2
SHEIN SAVER
Why is SHEIN Saver Card only available in Saudi Arabia?
Return Request-T2
Return channel
【RL】Request a return(Return reason: Don't like/Style doesn't suit)
【RAN】Request a return(Return reason: Don't like/Style doesn't suit)
Apply for Combined Returns - Operation Guide
Unable to return(exceeds the return time limit/non-returnable items, etc)
How to return the customized items ?
Wedding Dress Concept
(Wedding dress) Customers ask for return
(Wedding dresses) Request a refund/reissue after returning an item
(Wedding Dress Category) The refund amount is incorrect
(Wedding dress category) Modify the return items receipt address (return to
(Wedding Dress Category) feedback not receive the returned defective produc
Returnless Policy(Function & Effectiveness & Scope of Application)
Modify return patten /item（Returnless Policy）
The refund product/amount is incorrect（Returnless Policy）
Apply Items for Return/Exchange
Pickup Time
Non-Returnable Items
Before Picking Up
Generate URL
Modify a Return Request
Cancel a Return Request
Adjust the Return Address
Change Refund Path
Customer requests to change the pickup logistics provider after applying fo
After Picking Up
Change Refund Path
Return Map
Tracking of Return Request
Abnormal Situations
Pickup failed/Overdue pickup
The returned package was not signed for, not refund Shipping/cancelled
The Parcel Status Signed
Refund requested for returned package, refund not processed
[merchant]
Refund items and the actual return items do not match
[merchant]
The customer feedback returned the wrong product
CSP shows canceled or did not return, customer claims to return it with ano
Modify the refund path for returned items
Guidance for retouched photos and the process for corresponding situations
How to modify/cancel a return order after applying for a return
Refund Process-T2
Wallet balance is incorrect/refund not received
Game Gift Wallet balance Expiration Date
Complaint orders ask for refund
Refund Time Information
Time not Exceeded
Time Exceeded
No ARN - Time Exceeded (Checkout)
Why set an expiration date for game gift Wallet balance?
Refunded to wallet, customer is requesting an exchange
Refund but not received-refunded(Adyen)
Refund but not received-Refunded (Nuvei)
Refund but not received-Refunded (Paypal)
Whether refund the shipping fee when whole order return/ refund
Refund but not received-Refunded (Except Adyen/Paypal/Dlocal/Ebanx/Nuvei)
Installment Payment - The payment continues after the refund
What is shipping fee clawed back?
Shipping fee clawed back
Overcharge
Customer asks why proof is required
How to use installment payment
How to use SHEIN Wallet Balance to pay for (Includes Payment Rules)
Tamara Installment Payment
What are the supported payment channels/methods?
Wallet Balance Withdrawal-T2
Request to withdraw/refund to another account
Available Amount for Withdrawal
Offline Withdraw Refundable
Concept
Withdraw to Bank
Withdraw to Paypal
Whole Process
Gift Card-T2
Concept
Gift card cannot be used
Change the Recipient Email
Not receive the gift card
How to bind a gift card
Why did the gift card bind fail?
Gift Card - Refund Not Received
Why the gift card cannot be used?
Invalid gift card password/error
Events
Consultation on social media activities
The details of SHEINX Campaign (When to start/end; list of campaign winners
New User Exclusive Price
Apply on SHEINX website, no reply received
SHEINX Cooperation concern
BOGO（EN）
Payment
Can I pay using xxx method?
How do I add/delete/edit payment information
Order amount limit
How to process a payment
Pre-sale
Customer inquiry product information
Does beauty items use animal ingredients?
Is the material of the product safe for pregnant women?
The customer requests the customer service to recommend the size.
Whether the commodity is insured?
Are the material components of the product harmful/environmental friendly?
Why are the prices of products of the same style but different colors diffe
Does beauty items use animal for testing?
Do the products contain gluten, talc, or allergenic materials?
Shelf life of beauty products
If there is a physical store
Doubts about the ingredients/quality of SHEGLAM Makeup products (negative)
Participate in promotions but discount has not taken effect
Where to see or how to use Wishlist / Recently Viewed?
Why shows different brands?
How to search the items of different brands?
Why have the items on my shopping bag gone?
Website Promotions time, types relevant
X OFF on orders over N
Customer claims Website page needs verification or page error
Affiliate
Knowledge Base
Tier Classification
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