Complaints Policy

This policy establishes a clear, fair, and efficient process to address customer complaints promptly and professionally, ensuring customer satisfaction and continuous improvement of products and services.

Scope
This policy applies to all Zowor employees involved in receiving, handling, and resolving customer complaints.

Policy Statement
Zowor is committed to delivering high-quality products, exceptional customer experiences, and seamless shopping services. Customer satisfaction is central to our success, and we strive to resolve complaints fairly, promptly, and effectively. We view complaints as opportunities to identify areas for improvement and enhance the overall customer experience.

Complaint Handling Procedure
Step 1: Receiving Complaints
Zowor provides multiple channels for submitting complaints:

Online Form: Available on our website.
Phone: Customer Service Hotline: +77775978859 (Mon–Fri, 9 AM–5 PM).
Email: Allen@cnzowor.com
All complaints will be recorded with:

Customer contact details.
Clear description of the issue.
Date/time of receipt.
Preferred resolution method.
Step 2: Acknowledgment
Zowor will acknowledge complaints within 24 hours of receipt via email or phone. The acknowledgment will include:

A reference number for tracking.
An estimated resolution timeline.
Regular updates if resolution requires additional time.
Step 3: Investigation
Complaints will be thoroughly investigated by:

Gathering evidence (e.g., order details, product records, communications).
Interviewing relevant staff (e.g., customer service representatives, supervisors).
Identifying root causes and contributing factors.
Step 4: Resolution
Zowor will collaborate with the customer to achieve a satisfactory resolution, which may include:

Replacement: Offering a substitute product/service of equal value.
Refund/Partial Refund: Issuing a full or partial refund based on the case.
Compensation: Providing extended warranties, discounts, or goodwill gestures for inconvenience.
Customers will receive regular updates until the resolution is implemented.

Step 5: Closure
Once resolved, the complaint will be formally closed. Records will be retained for 12 months to monitor recurring issues.

Step 6: Monitoring & Review
Zowor will:

Analyze complaint trends (type, frequency, root causes).
Evaluate the effectiveness of resolution processes.
Implement corrective/preventive actions (CAPAs) to address systemic issues.
Conduct monthly reviews to refine policies and annual reviews to align with ISO 9001 best practices.
Escalation Process
Level 1: Handled by the Customer Service Manager (CSM).
Level 2: Escalated to the Chief Customer Officer (CCO) for severe or unresolved issues.
Level 3: Reviewed by the CEO if unresolved after CCO intervention.
Communication & Training
All employees receive training on complaint handling procedures, empathy, and conflict resolution.
Policy updates and process improvements are communicated via internal memos and training sessions.
Continuous Improvement
Zowor leverages complaints to:

Identify product defects, service gaps, or operational inefficiencies.
Enhance quality control, packaging standards, and staff accountability.
Align with global standards (e.g., ISO 9001, GDPR).
Contact Us
If dissatisfied with our products or services, contact us via:

Phone: +77775978859 (Mon–Fri, 9 AM–5 PM)
Email: Allen@cnzowor.com
Address: No. 51 Zhengxue Road, Yangpu District, Shanghai, China
For unresolved issues, escalate your complaint to  the CEO.

Complaint Process Flow
Submit → 2. Acknowledge → 3. Investigate → 4. Resolve → 5. Close → 6. Improve