JUST after‑sales service

I. Core After‑Sales Service Commitments

• Rapid Response Guarantee: During working hours (9:00‑18:30, excluding statutory holidays), we respond to international logistics inquiries and after‑sales requests within 1 hour. For complex cross‑border logistics issues such as customs detention and cargo loss, a clear solution will be delivered within 24 hours. Emergency requests received outside working hours will be acknowledged within 4 hours to minimize client losses.
• Full Transparent Shipment Tracking: Supported by our intelligent logistics tracking system, real‑time full‑process monitoring is available for all international shipments. We actively notify clients of abnormalities including delays, customs detention and damage during customs clearance, transit and last‑mile delivery, and update resolution progress continuously, allowing clients to monitor cargo status without repeated follow‑ups.
• Fair & Efficient Claims Settlement: Cross‑border logistics after‑sales disputes are handled strictly in accordance with industry standards and service agreements, based on objective facts. We simplify claim procedures and accelerate reimbursement for cargo loss, damage and delay to fully protect clients' legitimate interests.
• Continuous Service Optimization: Exclusive customer after‑sales files are established. Every after‑sales case is reviewed and summarized to optimize cross‑border logistics solutions and operational workflows, reduce after‑sales incidents, and steadily improve transportation stability and service quality.

II. Coverage of International Logistics After‑Sales Services

Our after‑sales support runs through the entire cross‑border logistics process and addresses common issues in all stages:

1. Cargo Tracking Service: Real‑time shipment trajectory inquiry, explanation of transit time abnormalities (delays or early delivery), resolving clients' core concern of cargo location.
2. Cross‑border Abnormity Handling: Settlement for customs detention, port detention, cargo loss, damage, shortage, inconsistent customs clearance documents, tariff disputes and destination delivery exceptions.
3. Logistics Document Service: Reissue, revision and replacement of bills of lading, waybills and customs documents; document verification and professional handling of document anomalies.
4. Refund & Claim Service: Efficient processing of eligible refund applications; handling claims for cargo loss, damage and delay; assisting clients with insurance claim procedures.
5. Consultation & Complaint Service: Customized logistics solution consultation, professional answer to service questions, satisfaction feedback collection, and rapid handling & rectification of customer complaints.
6. Value‑added After‑Sales Service: Coordination of international return & replacement logistics, destination customs clearance assistance, and overseas warehousing after‑sales support to meet diversified cross‑border needs.

III. Standardized International Logistics After‑Sales Process

1. Convenient Submission of After‑Sales Requests

Clients may submit after‑sales requests through multiple channels. Please provide clear problem description, waybill number, cargo details and relevant evidence (damage photos, document screenshots, proof of receipt) for fast verification:

• Official Customer Service: Dedicated hotline, corporate WeChat and online service window for real‑time registration.
• Exclusive Account Manager: Long‑term and high‑volume clients are assigned one‑on‑one logistics consultants to handle after‑sales matters without redundant transfers.
• Written Submission: Official after‑sales email and online application form (available for free download on our official website & WeChat Official Account), ideal for complex cases with substantial supporting documents.

2. Request Acceptance & Accurate Verification

1. Upon receiving a request, customer service or the dedicated consultant registers client information, waybill details, request type and evidence, creates a unique after‑sales ticket, and specifies acceptance time, contact person and time limit for full traceability.
2. Simple requests (e.g., trajectory inquiry, document reprint) are verified and resolved on the spot for instant handling.
3. For complex cases (customs detention, cargo loss, high‑value claims), full information verification will be completed within 24 hours by coordinating with overseas agents, customs brokers and carriers. The root cause and solution direction will be promptly updated to the client.

3. Professional Problem Resolution & Progress Update

Standardized handling procedures are applied by issue type with real‑time progress synchronization:

• Trajectory / Transit Time Abnormity: Provide latest shipment tracking within 1 hour, explain causes such as port congestion, customs inspection, bad weather or route adjustment, offer accurate estimated delivery time and follow‑up plan.
• Document‑related Issues: Complete document reprint, revision or reissue within 24 hours and send to client's designated email or corporate WeChat to ensure smooth customs clearance and pickup.
• Customs / Port Detention: Immediately coordinate with destination customs brokers and overseas agents, guide clients to prepare supplementary documents, update progress daily until cargo release.
• Loss / Damage / Shortage: Initiate claim procedures within 3 working days after verification, inform clients of required documents, procedures and time limits, calculate compensation per agreement, and follow through until reimbursement is credited.
• Complaint Handling: Complete complaint verification within 24 hours, propose targeted rectification plans with clear deadlines, and notify clients once rectification is finished.

4. Case Closure & Follow‑up Visit

1. After issue resolution, the handler confirms client satisfaction, closes the after‑sales ticket, and archives all evidence and records.
2. Complex cases (high‑value claims, prolonged customs detention) will be followed up with a customer satisfaction survey within 3 working days to collect optimization suggestions.
3. Maintain an after‑sales data ledger to categorize and review all cases regularly, analyze recurring problems, and optimize logistics workflows and service solutions.

IV. Special Handling Standards for Common International Logistics After‑Sales Issues

1. International Cargo Delay

1. Delays caused by our operational errors (booking delay, incorrect documentation, logistics connection failure) will incur liability per service agreement, including freight deduction or reasonable compensation.
2. Delays due to force majeure (natural disasters, war, port strikes), destination customs policy adjustments or client reasons (incomplete clearance documents, delayed freight payment) will be explained promptly; we will assist with remedies without assuming liability.
3. For delays exceeding 72 hours, we voluntarily issue a detailed delay statement with tracking records and negotiate a reasonable solution to reduce losses.

2. International Cargo Loss

1. After receiving a loss report, we complete full verification within 3 working days by liaising with overseas agents and carriers, and issue an official loss confirmation if the cargo is untraceable and irrecoverable.
2. Compensation is issued per service agreement and industry practice (capped at the agreed limit). For insured shipments, we assist clients in submitting documents to the insurer to speed up claims.
3. If lost cargo is recovered, we immediately notify the client to arrange reshipment or return, and adjust the claim plan accordingly.

3. International Cargo Damage & Shortage

1. Clients must submit after‑sales requests within 48 hours upon receipt with clear damage photos, shortage lists and proof of receipt; delayed submission may affect verification.
2. We promptly coordinate with international carriers and overseas agents to confirm causes such as transit damage, improper handling or reasonable customs inspection loss, and issue an official verification report.
3. Compensation based on actual loss is settled within 3‑7 working days. Repairable goods are supported with local overseas maintenance and covered reasonable costs; unsalvageable goods are fully compensated with assistance in disposal to cut extra expenses.

4. Cross‑border Customs Clearance Abnormity

1. Once clearance exceptions occur (document discrepancy, tariff disputes, inspection detention, policy restrictions), we promptly inform clients of causes and required supplementary documents.
2. Professional customs consultants assist in document preparation, coordinate with destination brokers, monitor inspection progress and communicate with customs to shorten detention time.
3. Exceptions caused by client‑provided incorrect documents or non‑compliant goods will be actively handled by us with relevant charges (demurrage, customs fines, warehousing fees) borne by the client. Losses arising from our documentation errors or omissions shall be borne by our company.

5. Cross‑border Logistics Refund Policy

1. Eligible refund applications (cancellation before shipment, failed delivery, duplicate payment) will be reviewed within 3 working days after submission of supporting documents.
2. Approved refunds will be returned via the original payment channel within 7 working days with clear progress and arrival time notification.
3. Refunds involving freight deduction and abnormal compensation are calculated together per agreement with zero additional service fees.

V. After‑Sales Guarantee & Liability Definition (Exclusive for International Logistics)

1. Clear Liability Allocation

• We are liable for client losses caused by our operational errors, booking delays, incorrect documentation and logistics disconnection, and shall perform contractual liabilities per service agreement.
• Losses arising from client reasons (incomplete documents, non‑compliant cargo, delayed payment), force majeure and third‑party factors (carrier breach, customs policy changes) are not our primary liability; nevertheless, we will deploy global resources to assist and mitigate losses.
• We assume no liability if clients fail to submit requests or valid evidence within the agreed time, resulting in unverifiable or unprocessable after‑sales cases.

2. Privacy & Information Security

We strictly comply with international data privacy regulations to protect clients' personal information, cargo details, commercial confidentiality and logistics documents. No client data will be disclosed to third parties. All submitted evidence is properly archived or disposed of after case closure to ensure full information security.

3. Continuous Service Improvement

We regularly collect client feedback on after‑sales experience, conduct special reviews on high‑frequency issues such as route delays, complicated clearance procedures and poor destination delivery, and optimize logistics solutions and workflows. Regular professional training is provided to customer service and logistics consultants covering international logistics knowledge, customs policies and after‑sales skills to enhance handling efficiency and professionalism.

VI. Exclusive After‑Sales Contact Information

JUST · international logistics after‑sales · full transparency