Our Approach

Proya values every consumer's feedback and has established a multi-channel complaint acceptance system covering the service hotline, e-commerce platform customer service, WeChat, Weibo, and offline stores, with a 24-hour AI-assisted service channel and a service standard of rapid resolution within 48 hours.

• Complaint Acceptance and Acknowledgment: Upon receiving a complaint, the Company confirms receipt via the contact information provided by the consumer. Consumers may track the subsequent handling progress using information such as their order number.
• Tiered Handling and Transparent Timelines: The Company implements tiered management based on complaint type and complexity, and informs consumers of the expected response time upon acceptance.
• Outcome Feedback and Continuous Improvement: The Company promptly provides feedback on results upon completion. It regularly compiles and analyzes complaint data to identify areas for product and service improvement, continuously driving experience enhancement.