Customer Service Policy

Policy Overview & Service Tenet

This Customer Service Policy is formulated to standardize the full-cycle customer service system of KEEN® Footwear Deals e-commerce platform, unify global service standards, clarify service content, service specifications, response mechanisms, and problem-solving processes, and ensure that all global customers can obtain professional, efficient, standardized, and humanized after-sales and pre-sales service support. As a global sustainable footwear e-commerce platform, we always adhere to the service tenet of "customer first, integrity-based, professional and efficient, whole-process guarantee", take meeting customer shopping needs and solving customer consumption problems as the core goal, and build a full-link, all-weather, full-coverage customer service system.
This policy covers all customer service scenarios of the platform, including pre-sales consultation, order service, logistics consultation, after-sales return and refund service, product use guidance, complaint and suggestion processing, and user rights protection services. All customer service personnel of the platform strictly abide by the specifications of this policy to provide consistent and high-quality service for every global user, eliminate regional service differences, and ensure the fairness, standardization, and professionalism of platform customer service work.

Pre-Sales Consultation Service Specifications

Our platform provides comprehensive and professional pre-sales consultation services for all users who intend to purchase products, helping users fully understand product information, platform rules, and shopping details before placing orders, and realize rational shopping and assured consumption. The pre-sales consultation service covers product parameter consultation, size selection guidance, style function introduction, sustainable material explanation, wearing scenario matching, shipping rule consultation, freight policy inquiry, and order process guidance.
Our customer service team has received professional product knowledge and service skills training, being familiar with all KEEN footwear product characteristics, functional advantages, material attributes, and applicable scenarios. For users’ questions about hiking shoe grip performance, work shoe safety protection performance, casual shoe comfort design, and recycled material environmental protection attributes, we will provide detailed, accurate, and professional answer explanations, and provide targeted product selection suggestions according to users’ usage scenarios and personal needs.
The pre-sales consultation service implements a fast response mechanism. During platform service hours, customer service personnel will respond to user consultation requests in the shortest time to avoid long-term waiting of users. We adhere to the principles of patience, meticulousness, and professionalism in consultation services, answer every user question in detail, eliminate user shopping doubts, and help users select the most suitable KEEN footwear products.

Whole-Process Order Service Guarantee

We provide full-cycle tracking service for all user orders, covering order placement, payment confirmation, pre-shipment inspection, warehouse outbound, logistics transit, product signing, and after-sales follow-up, ensuring that every link of the order is supervised and guaranteed by professional customer service. For problems such as order information modification, address adjustment, order cancellation, and order combination after users place orders, our customer service team will provide timely and efficient processing services according to platform rules, helping users adjust order information flexibly.
For orders in the logistics transit stage, users can consult customer service at any time to obtain the latest logistics status, transit progress, and expected delivery time. For abnormal logistics problems such as delayed transit and information stagnation, customer service will actively track the problem cause, coordinate logistics resources to solve abnormalities, and timely feedback the processing progress and results to users. We take the initiative to follow up high-risk abnormal orders to avoid user losses caused by logistics problems.
After users sign for the products, our customer service team will provide passive consultation and active follow-up services. For users’ questions about product use, maintenance, cleaning, and maintenance, we will provide professional guidance to help users correctly use and maintain KEEN footwear, extend product service life, and give full play to the durable advantages of sustainable products.

After-Sales Service Standardization Management

We have established a standardized and perfect after-sales service system based on the platform’s 60-day free return, 5-10 day refund, and full free shipping policy, providing comprehensive after-sales protection for all customer orders. Our after-sales service covers product quality problem handling, return and refund process guidance, abnormal order after-sales resolution, and after-sales rights protection consultation, solving all kinds of after-sales problems encountered by users in the shopping process in one stop.
For product quality problems such as product damage, functional defects, process errors, and inconsistent description received by users, we will take the initiative to bear the service responsibility, provide users with free return, full refund, free re-delivery, and other solutions according to the actual situation, and fully protect user consumption rights and interests. For user personal reason return and refund needs, we will provide standardized process guidance to help users complete return and refund operations efficiently and smoothly.
All after-sales service processes are open and transparent, with clear processing standards and time limits. Customer service personnel strictly abide by the after-sales service specifications, do not prevaricate, do not delay, and do not shirk responsibilities, and efficiently resolve user after-sales demands. We optimize the after-sales service process continuously, simplify operation links, shorten processing cycle, and improve user after-sales service experience.

Complaint & Suggestion Processing Mechanism

We attach great importance to users’ shopping feedback, complaints, and improvement suggestions, and have established a perfect complaint and suggestion processing mechanism to listen to user voices comprehensively and optimize platform services continuously. Users can submit service complaints, problem feedback, and optimization suggestions through the official customer service channel of the website for any problems encountered in the shopping process, including service attitude problems, process problems, product problems, and rule optimization suggestions.
After receiving user complaints and suggestions, our professional customer service supervision team will register and verify the information immediately, classify and process the feedback content according to the problem type and severity, and formulate targeted solutions. For general service problems, we will complete the processing and reply within 1 business day; for complex problems requiring multi-department coordination, we will feed back the processing progress to users regularly and complete the final solution within the specified time limit.
We treat every user’s feedback seriously, take user complaints and suggestions as the important basis for platform service optimization and product improvement, regularly sort out and summarize user feedback problems, optimize service processes and product details in a targeted manner, and continuously improve the overall service level of the platform. For effective optimization suggestions put forward by users, we will fully recognize and adopt them, and feed back the optimization results to users in a timely manner.

Global Unified Service Standards & Team Guarantee

Our platform implements unified global customer service standards, and all users in all regions enjoy the same service quality, service specifications, and service response mechanism, with no regional service discrimination or differentiated service treatment. All customer service team members receive unified pre-job training, regular skill assessment, and service specification assessment to ensure that the service level and professional quality of all service personnel are consistent, providing standardized and high-quality service for global users.
The customer service team adheres to the service principles of patience, enthusiasm, professionalism, and rigor, respects every user’s consumption demand and service demand, maintains standardized service etiquette in the whole service process, and provides users with comfortable and reassuring service experience. We have established a perfect service supervision and assessment mechanism, conduct real-time supervision and regular evaluation of customer service work quality, timely correct non-standard service behaviors, and continuously improve service quality.
We will always take user satisfaction as the core assessment standard of customer service work, continuously optimize the service team construction and service process system, improve service response efficiency and problem-solving ability, and provide the most reliable and professional customer service guarantee for global customers’ sustainable footwear shopping.