12-Hour Backend Q&A Service Hosting

1. Service period: Covers the core active periods of the target market (supports cross-period connection, such as midday and evening peak hours in Southeast Asia)

2. Response time: Consultation messages will be replied to within 5 minutes (including multi-language scripts adapted to multiple regional sites of Shopee)

3. Service Scope

Full-chain consultation service (from product consultation → order guidance → logistics inquiry)

Pre-handling of basic after-sales issues (such as explanations of return and exchange rules, registration of problem parts)

4. Quality Control: Assign a dedicated liaison to review the consultation conversion rate and problem resolution rate on a daily basis

5. Emergency response mechanism: Automatically activate backup customer service support during sudden consultation peaks to ensure uninterrupted response