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Detailed explanation of the latest customer service rules of Xiaohongshu merchants
The rules were recently revised and came into effect on 202110/October 7. Let's take a look at the latest customer service rules of Xiaohongshu merchants.
Xiaohongshu customer service operation service: refers to the service behavior of Xiaohongshu's own official customer service team to deal with consumers' pre-sales and after-sales problems in accordance with the prescribed procedures and principles, so as to enhance consumers' shopping experience.
Merchant's independent customer service: refers to the service behavior of merchants to deal with consumers' pre-sales and after-sales problems in accordance with the prescribed processes and principles through the Little Red Book customer service system to improve consumers' shopping experience.
1. Apply for opening independent customer service conditions and procedures.
1, application opening conditions
Merchants need to meet the following conditions to apply for opening their own customer service:
(1) The merchant must sign a valid store agreement and the settled store agreed in the store agreement must operate normally on the Xiaohongshu platform;
(2) The merchant has no record of actively applying for closing the independent customer service authority within 90 days before filing the application, or has no record of being closed by Xiaohongshu.
(3) The merchant has reserved the customer service manpower support reception, and accepted the relevant rules and assessment requirements.
2. Application opening process
(1) The merchant uses the main account to log into the Ark third-party merchant management platform system, and the application path is: menu bar > customer service > customer service information > blue bar at the top;
(2) Permission: After the merchant confirms that the relevant rules are checked, click the "Confirm Opening" button, the permission will take effect immediately, and at the same time, the system will be triggered to automatically send the letters in the station, and the contents of the letters in the station will explain the customer service rules and system learning materials again;
(3) After the authority is opened, the store will enter the assessment state.
Two: independent customer service charges are different.
1. Xiaohongshu will provide customers with the same level of customer service system and infrastructure services as Xiaohongshu's official customer service, including software and system maintenance and upgrade; Xiaohongshu does not provide online terminals and other fees for merchants.
2. During the period when the merchant has opened the independent customer service authority, the official customer service of Xiaohongshu can receive the after-sales consultation of the user and transfer it to the official customer service of Xiaohongshu. Xiaohongshu will charge according to the amount of consultation transferred. See Xiaohongshu Customer Service Operation Service Standard for details.
3. During the period when the merchants have not opened their own customer service authority, the official customer service of Xiaohongshu will provide pre-sales and after-sales consulting services for the merchants, and Xiaohongshu will charge for the user consulting services provided. See "Little Red Book Customer Service Operation Service Standard" for details.
4. The charging method is deducted from the sales of the corresponding store of the merchant.
5. During the legal holidays, Xiaohongshu will adjust the cost of the consultation generated by the merchants. See "Little Red Book Customer Service Operation Service Standard" for details.
Third, independent customer service evaluation management
1, service time requirements
Xiaohongshu requires that the minimum customer service time for merchants is from 9: 00 am to 22: 00 pm (if merchants have higher standards, they can set them in the system after applying for opening), regardless of holidays. If the platform is temporarily adjusted, the merchant will be notified through the system.
2, service index requirements
In order to ensure the user experience of Xiaohongshu, Xiaohongshu will conduct assessment management and quality sampling inspection on the independent customer service of the merchants, mainly to assess the response speed and reply quality of the customer service.
In daily management, Xiaohongshu will monitor the service quality of merchants according to the basic indicators (including but not limited to the above indicators) such as 24-hour response rate, first ring duration and ping ring duration. Generally, the 24-hour response rate is ≥70%. If the business is lower than the basic index, the platform will send an alarm notice through the Ark operating system, regardless of the consulting volume and opening time.
If there is no effective response from the merchants, the platform will have the right to close the independent customer service authority of the merchants, and the official customer service of Xiaohongshu will undertake the store consultation.
Monthly assessment, once a month. If the monthly assessment index of the merchant is too low, Xiaohongshu will have the right to close the independent customer service authority of the merchant, and the official customer service of Xiaohongshu will undertake the store consultation.
Four: Independent customer service violations and penalties
Merchants who have opened their own customer service have any irregularities in the service process, including but not limited to the following situations:
(1) Provide consumers with screenshots of the internal system of Little Red Book, and generally deduct 5 points for each violation;
(2) For the complaints that consumers have expressed, the customer service will close the dialogue or directly guide consumers to transfer or upgrade the official customer service of Xiaohongshu, and there will be no targeted treatment or effective treatment. Generally, 2 points will be deducted for each violation;
(3) If the customer service closes the dialogue or directly guides the customer to transfer or upgrade the official customer service of Xiaohongshu without targeted treatment and effective treatment, 2 points will be deducted for each general violation;
(4) Interrupt and urge the consumer to end the conversation, and end the conversation first after the conclusion. If you are impatient, you will ask the consumer a rhetorical question. The overall service tone is indifferent and annoys the consumer. Generally, 5 points will be deducted for each violation;
(5) In the process of communication, or in evaluation, supplementary reply, order notes, etc. , merchants make personal attacks, insult uncivilized language, slander, harassment, stalking, slander, abuse others, or use any words that cause dissatisfaction with others and hinder the legitimate rights and interests of others, 25 points will be deducted for each serious one;
(six) unauthorized release, disclosure, dissemination of user information or internal undisclosed or false news in Little Red Book, each deduction of 25 points is a serious violation;
(seven) shirk responsibility to the little red book, discredit the little red book or other third parties, and generally deduct 25 points for each violation;
(8) Inducing consumers to provide account passwords or other private information unrelated to order transactions, and deducting 25 points for each serious violation;
(9) Merchants create false data through improper means and non-compliant operations, maliciously or unfairly compete, and disrupt the customer service order of Xiaohongshu platform. False data judgment shall be based on the statistics of the little red book system, and 25 points shall be deducted for each serious violation;
(10) Publishing or pushing the third-party information: refers to the publicity content of the third-party information published by the merchant on the Little Red Book platform or containing the third-party information in the physical package. Generally, 25 points will be deducted for each violation;
(eleven) the information sent by merchants through independent customer service shall not violate the provisions of the small red book community norms.
If the above-mentioned violations reach the following situations, Xiaohongshu has the right to close the independent customer service of the merchants and their stores, and automatically turn it into the official customer service of Xiaohongshu, and charge according to the standards in Article 8 of Chapter 3. Violations include, but are not limited to, the above situations, and include the relevant contents of the Rules for the Management of Violation Points of Third Party Merchants in Xiaohongshu. If the violation violates the relevant contents of the Rules for the Management of Violation Points of Third Party Merchants in Xiaohongshu, the merchant and the corresponding store will be punished for violation points and other control measures according to the Rules for the Management of Violation Points of Third Party Merchants in Xiaohongshu. Violation records will be pushed to merchants in time through Ark's third-party merchant management platform system, and merchants can make violations complaints according to actual conditions. In the quality inspection violation of merchant customer service, the violation record is cleared every two natural months. The deducted store points will be cleared at 0: 00 on 1 month 1 day of the following year according to the management rules of illegal points of third-party merchants in Xiaohongshu.
Xiaohongshu's handling of merchants and corresponding stores does not exempt merchants from legal responsibilities, and merchants should bear all legal consequences for their illegal breach of contract.
Verb (short for verb) Description of turning off independent customer service.
1. Merchants can apply for permission to close independent customer service. The process is as follows:
If a merchant needs to apply for closing the independent customer service authority of the merchant, the merchant will use the main account to log in to the Ark third-party merchant management platform system, and the application closing path is: menu bar > customer service > customer service data > blue bar at the top;
Before closing, merchants must ensure that they continue to handle customers' inquiries within the service time required by the platform.
After the permission is confirmed to be closed by the merchant, the permission of "Independent Customer Service of the Merchant" will be closed immediately, and the permission of "Platform Operation" will be opened immediately. Please refer to Xiaohongshu Customer Service Operation Service Standard for the charging standard.
2. Under any of the following circumstances, after the independent customer service authority of the merchant is closed, the corresponding store that has settled in the store will be automatically transferred to the official customer service of Xiaohongshu to undertake the store consultation, and the fees will be charged according to Article 8 of Chapter III:
Active closure of the merchant: the merchant applies for closure according to the process specified in Article 14 of Chapter 6;
Platform closure: the platform was closed because the merchant violated the relevant rules in the Rules for the Management of Violation Points of Third Party Merchants in Xiaohongshu or the Rules for the Management of Customer Service of Xiaohongshu Merchants;
Platform closure: During the independent customer service period, if the service index is too low, Xiaohongshu will have the right to close the independent customer service authority of the merchant, and Xiaohongshu's official customer service will undertake the consultation in the store.