Who it is for
Chinese sellers already taking Philippine orders through Shopee, Lazada or their own store, without local customer service or after-sales execution — especially those worried about unresolved returns and their effect on store ratings.
What usually goes wrong
The real pain is not traffic but what happens after the sale: buyers ask in Philippine time while the China team sleeps; where returns go, who opens them, who decides resaleability — all guessed remotely; disputes that pass platform deadlines turn into penalties and bad ratings.
What is included
Local customer service and pre-sales in English / Filipino
After-sales ticket intake, triage and escalation
Return receiving, opening inspection and photo evidence
Disposition recommendation (resell / refurbish / repair / scrap)
Periodic Chinese report and escalation list
Project process
Week 1
Scope and authorisationConfirm category, platform, monthly volume, after-sales policy and authorised scope
Week 2
Materials and processPrepare FAQ, ticket taxonomy, escalation criteria and reporting format
Week 3
PilotHandle a small ticket batch within agreed hours to calibrate judgement
Week 4 onward
Steady stateExecute per confirmation, with weekly or monthly reports
Ongoing
ReviewAdjust FAQ and escalation thresholds by issue type
Deliverables
Conversation records within the agreed retention period
Ticket ledger with status, handler and timing
Return photo sets and inspection conclusions
Escalation list with recommendations pending seller decision
Monthly Chinese operations report
What you get
Without hiring a local team, the seller gains response capacity in local hours and a checkable returns record; disputes get an earlier handling window instead of surfacing after platform penalties.