Support Policy

1. Scope of Customer Service

• Provide consultation and operational guidance for platform use.
• Assist with account login, permissions, and verification issues.
• Offer support for orders, messages, and transaction processes.
• Explain platform rules, policies, and procedural guidance.
• Handle reports of misconduct and fraud.

2. Service Hours & Channels

• Customer support is available on weekdays from 9:00 to 18:00 (GMT+8).
• Support via email, online forms, and live chat.
• 24/7 self-help center and FAQ on the platform.
• Priority issues can be expedited through dedicated account managers.

3. Technical Support Policy

• Assist in diagnosing platform functionality, page loading, and upload issues.
• Support sellers with product uploads, sample submissions, and template usage.
• Provide guidance for online exhibition integration and media uploads.
• Report or fix platform bugs, failures, and compatibility issues.
• Ensure account data security and access control.

4. Buyer Support Services

• Provide supplier verification details and credit references.
• Help buyers filter quality products, obtain samples, and submit inquiries.
• Assist with order issues and delivery delay complaints.
• Support buyer–seller communication during the order process.
• Buyers may request platform mediation for disputes.

5. Supplier Support Services

• Guide supplier registration, certification, and brand showcase.
• Help optimize product detail pages, keywords, and tags.
• Provide technical support for online exhibit promotion and advertising.
• Assign account managers for regular visits and operational advice.
• Support multi-language listings and translation recommendations.

6. Response & Handling Mechanism

• General inquiries answered within 2 business days.
• High-priority issues receive a progress update within 1 business day.
• All feedback resolved or explained within 7 business days.
• Tracking numbers and handling records provided for follow-up.
• Platform announcements posted for system-wide incidents.

7. Miscellaneous

• Global Sources continuously optimizes and adjusts support services.
• Submitted content must be genuine and lawful; the platform may verify as needed.
• Requests deemed abusive or harassing may be refused.
• All support records may be used for quality assessment.
• Interpretation of this policy is reserved by Global Sources.

Last Updated: April 11, 2025 • Version 1.8