User Feedback & Support Center (Feedback & Complaints)

Your valuable feedback is the fundamental driving force behind our continuous optimization of the global B2B cross-border trade ecosystem. Whether you have discovered functional bugs while browsing, have compliance concerns regarding a supplier's business negotiation practices, or have higher expectations and suggestions for our service processes, we have opened a direct, executive-level channel for your rapid feedback:

1. Types of Feedback We Welcome (Feedback Scope)

• Website Technical Experience Improvements: Technical issues such as slow page loading, system errors, data synchronization failures in the control panel, sluggish inquiry systems, or mobile UI misalignment.
• Supplier Misconduct Reporting: Reporting registered sellers for malicious activities such as posting fake low-price advertisements for traffic, failing to fulfill sample contracts, soliciting buyers for private off-platform offshore transactions, or using rude/inappropriate language.
• Platform Rules & Service Suggestions: Requests for more localized cross-border settlement currencies, optimization of bulk container shipping tracking links, or suggestions for improving the mediation efficiency of our customer service team.

2. Official Standard Processing Timelines & Follow-up Mechanism

The platform has established a fully digital "Feedback-to-Case" supervision system where every submission is tracked and resolved. Once you submit your feedback via the portal below, the system will actively follow up according to the following timeline:

[Level 1: Routine Suggestions] For routine functional optimizations or general user experience feedback, our product operations team will categorize your request internally within 48 hours and include it in the next quarterly iteration plan. No further verification from the buyer is required.

[Level 2: Compliance Complaints] Regarding reports of false advertising or malicious fraud by suppliers, our risk control support team will open a formal investigation file within 24 hours of receipt. We may request supporting evidence via the system, such as chat screenshots or pro forma invoices, and will provide a written decision within 5 business days.

3. How to Submit Your Valuable Feedback?

To ensure your information reaches the relevant department head immediately, please avoid posting on external, unofficial forums. You can submit your feedback seamlessly through the standard system components provided on this platform:

You can click the [Contact Customer Service] button at the bottom right of this page or your control panel. In the smart categorization form that pops up, select the "Submit Suggestions/Complaints" category. Please clearly describe the issue you encountered and attach key screenshots of the anomaly. Our global user experience team will provide full professional coordination and assistance immediately upon receipt.