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【公告】9月superbuy员工日假期调整安排及时效说明
Post time 2021-9-14 19:23:52 | Last replied 2021-9-25 00:00:04 | From China 楼主
尊敬的用户, 您好! 经过一年的辛勤劳动,我们的服务团队将于9月迎来一年一度的“Superbuy员工日”休假(以下简称“员工日”)以及9月中秋假期,届时将暂停部分服务,具体服务调整安排及时效说明如下: 一、9月Superbuy员工日服务调整安排及时效说明 “员工日”我们将暂停订单处理、转运订单审核、定制物流订单处理、仓库操作、订单咨询、订单售后处理、专家咨询、包裹问题/客服邮件、客服电话、在线客服、QQ群、客服邮箱、投诉邮箱等服务渠道,并于“员工日”后及时恢复服务。
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*以上时间为北京时间
1、仓库操作时效说明:
“员工日”期间(9月18日9:00~9月19日09:00),9月18日华南仓和香港仓将停工一天,9月18日当天送至仓库的订单将延迟一天签收入库。,9月19日按顺序依次处理,时效延误1-2天。9月17日下午17:00以后提交寄送的包裹将延迟一天出库发货,9月19日按顺序依次处理,时效延误1-2天。
2、订购时效说明:
“员工日”期间(9月21日18:00~9月23日09:00)提交的订单将会在9月23日09:00上班后开始处理,处理时效根据订单提交时间依次顺延24小时。例如9月22日09:00提交的订单,我们会于9月23日18:00前订购完成。9月24日服务时效恢复正常。
3、订单售后时效说明:
“员工日”期间( 9月21日18:00~9月23日09:00)提交的订单咨询、催发货、退换货等售后处理服务将会在9月23日09:00上班后开始处理,处理时效根据售后提交时间依次顺延48小时。例如9月22日提交的售后服务,我们会于9月24日18:00前处理。9月25日服务时效恢复正常。
4、专家咨询时效说明:
“员工日”期间( 9月21日18:00~9月23日09:00)提交的专家咨询,处理时效根据咨询提交时间依次顺延24小时。例如9月22日09:00提交的咨询,将在9月23日18:00前回复, 9月24日恢复正常。
5、即时咨询渠道时效说明:
“员工日”期间( 9月21日18:00~9月23日09:00),在线客服、客服电话、QQ、微信群回复均会在9月23日09:00上班后开始处理,在此期间您有任何问题都可以给我们留言,我们会根据咨询的顺序依次处理,时效顺延3天。
注:客服正常工作时间为周一至周日,09:00~18:00
6、邮件时效说明:
“员工日”期间(9月21日17:00~9月23日09:00)邮件任务将会在9月23日9:00上班后根据提交顺序依次处理,时效顺延1-3天。例如9月22日10:00的邮件,我们会于9月25日10:00前完成回复。9月26日服务时效恢复正常。
7、关于包裹问题时效说明:
“员工日”期间( 9月21日17:00~9月23日09:00)包裹咨询/包裹售后任务将会在9月23日9:00上班后根据提交顺序依次处理,时效顺延1-3天。例如9月22日10:00的包裹咨询/售后,我们会于9月25日10:00前完成回复。9月26日服务时效恢复正常。
8、关于清关证明时效说明:
如果您的包裹被海关扣关,正常会需3-5个工作日清关,如果涉及到清关证明文件,请您通过包裹页面申请清关证明。
“员工日”期间( 9月21日17:00~9月23日09:00)清关证明制作会在9月23日09:00上班后处理,尽快于24小时内完成。9月24日服务时效恢复正常。
9、定制物流部时效说明:
“员工日”期间( 9月17日18:00~9月18日24:00)提交的订单咨询、报价方案等咨询任务将会在9月22日9:00上班后开始处理,处理时效根据提交时间依次顺延48小时。例如9月22日提交的咨询定制服务,我们会于9月24日18:00前处理。9月30日服务时效恢复正常。(注:此期间跟进中业务及紧急需求可提前处理)。
10、转运订单审核时效说明:
员工日”期间( 9月17日18:00~9月19日9:00)提交的转运订单审核任务将会在9月19日9:00上班后开始处理,于9月19日18点前处理完毕;
以上给您带来的不便,请您谅解,在此感谢您对Superbuy一如既往的支持和理解。
Superbuy祝全体用户生活愉快!
Superbuy团队
2020.9.14
Notice on Service Adjustment and Responding Time during Superbuy Employee Day& Mid-Autumn Festival
Hello Sir/Madam,
I hope you’re having a wonderful day!
It has been a fruitful year for our service team! With the annual "Superbuy Employee Day"  ("Employee Day") coming in September and for the coming of our Mid-Autumn Festival vacation, we will take some days off to celebrate, during which some of our services will be suspended. Here we would like to share some information with you about the specific service adjustment and process time are as follows:
Notice on Service Adjustment and Process Time during Employee Day
During the Employee Day vacation, services regarding Orders Processing, Transshipment Orders Verify, Customized logistics Orders Processing, Warehousing, Order Enquiry, After-sales, Expert Enquiry, Parcel Enquiry/ Customer Service Email, Customer Service Hotline, Online Customer Service, QQ Group, Customer Service Email and Complaint Email will be suspended, which will be resumed after the Employee Day vacation ends.
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* All time stated above is Beijing Time
1. Responding Time for Warehouse Processing
All the orders will be suspended proceeding during the Employee Day vacation (09:00, 18th Sept. - 09:00, 19th Sept.) at Hong Kong Warehouse and Guangdong Warehouse. The packages that arrive at the warehouse on 18th Sept. will be signed for warehousing from 19th Sept.. All the deliveries submitted after 17:00, 17th Sept. will be packed from 19th Sept. also. Please note that all the response time will be effective in 1~2 days according to the time of request.
2. Responding Time for Order Processing
Orders submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24 hours. For example, if you submit the order at 09:00, Sept. 22nd, we will purchase it for you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.
3. Responding Time for After-sales Request
After-sales regarding Order Enquiry, Hastening Delivery, Return & Exchange, etc. during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 48 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 25th.
4. Responding Time for Expert Enquiry
Expert Enquiry submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be postponed response for 24 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.
5. Responding Time for Customer Service Enquiry
All enquiries via Online Customer Service, Customer Service Hotline, QQ & WeChat Group requested during the Employee Day vacation (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd. You can leave the messages as usual during our vacation, which will be processed 3 days later according to the time of request.
* The working hours of our Customer Service: 09:00-18:00, Monday – Sunday
6. Responding Time for Email Reply
Emails received during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, if you send the emails to us at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.
7. Responding Time for Parcel Service
Parcel Enquiry / Parcel After-sales enquiry during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, enquiries received at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.
8. Responding Time for Customs Clearance Certificate
It normally takes 3-5 working days for parcel clearance if intercepted by the customs, then for needed clearance documents, please kindly apply on the Parcel Page.
Customs Clearance certificate produced during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, and we will make our effort to complete it within 24 hours. The services will all be resumed on Sept. 24th.
9. Responding Time for Customized Logistics
Services regarding Enquiry, Quotation, etc. that requested during Employee Day (18:00, Sept. 17th - 24:00, Sept. 18th) will be processed after 09:00, Sept. 22nd, that is the orders will be postponed processing for 48 hours. For example, if you apply for the services on Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 30th. (Note: for orders that we have already followed up before the vacation or which are urgently, we can take care of it ahead of time.)
10. Responding Time for Transshipment Orders
For transshipment orders placed during Employee Day (18:00, Sept. 17th - 09:00, Sept. 19th) will be processed after 09:00, Sept. 19th, and finish before 18:00, Sept. 19th.
It is with our greatest regret if any inconvenience is caused to you. Thank you for your long-term support and understanding.
We wish all users good luck and great happiness!
Superbuy Team
Sept. 14th, 2021
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Post time 2021-9-24 19:17:17 沙发
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