After-sales Support

After-sales Service: 10-minute response; Resolution for quality issues within 24 hours.

I. Service Commitments

1. 24/7 Round-the-clock Response Mechanism

Order Inquiries: +86-576 8886 1016; +86-576 8886 1026; +86-576 8886 1036

Quality Complaints: +86-576 8886 1016; +86-576 8886 1026; +86-576 8886 1036

Emergency Contact: Direct dedicated line to your account manager

2. Three-level Response Standards

Routine Inquiries: Email response within 2 working hours

Urgent Issues: Processing workflow initiated within 30 minutes

II. Solutions for After-sales Scenarios

1. Product Quality Issues

1.1 Abnormal Pellet Dust

Provide batch inspection report templates

Support on-site sampling and rechecking

Negotiate compensation calculation criteria

1.2 Unqualified Clumping Performance

Provide video guidance for usage remotely

Offer application recommendations for different cat breeds

On-site demonstration by technical staff available upon application

2. Logistics & Warehousing Issues

Handling of Damaged or Leaking Packages

Submit on-site photos within 24 hours

Resupply new goods in proportion to the damaged quantity

Optimize packaging solutions simultaneously

III. Value-added Service Assurance

1. Technical Support

1.1 Customized Cat Litter Application Plans

Calculation models based on cattery scale

Behavioral adaptation recommendations for different cat breeds

Seasonal humidity adjustment guidelines

1.2 Data-driven Management System

Consumption volume prediction algorithm

Inventory alert threshold setting

Environmental protection disposal recommendation reports

2. Training System

Quarterly technical seminars for distributors

Annual best practice sharing sessions for partners

IV. Complaint Escalation Channels

When issues cannot be resolved through routine processes:

Email of Operations Director: sales@tom-pet.com

Hotline of Quality Committee: Ext. +86-576 8886 1016; +86-576 8886 1026; +86-576 8886 1036

Third-party arbitration application channel (subject to advance filing)

V. Continuous Improvement Plan

Through each after-sales case, we will:

Update the product technical parameter database

Optimize the supply chain response map

Upgrade the customer service knowledge graph

Release a quarterly service improvement white paper