To protect user rights and standardize the after-sales process, Laotie Shop laotie.app has established the following after-sales instructions for digital goods, account-based products, gift card products, and related services sold on this site. Users should carefully read these instructions before placing an order, making a payment, receiving, querying, or using a product.
1. Scope of After-Sales Service
Laotie Shop laotie.app provides after-sales support for orders that meet the specified conditions. The scope of after-sales service generally includes, but is not limited to:
- Payment is successful, but the order is not displayed normally or not delivered normally;
- Prompt for incorrect password upon first login, or the account is clearly abnormal;
- The product significantly does not match the description on the page;
- Abnormal results from automatic delivery, abnormal display of card keys, or abnormal order status;
- Manually processed products are not delivered within a reasonable timeframe;
- Other situations confirmed by customer service verification to be the responsibility of the platform or issues with the product itself.
2. Time Limit for After-Sales Requests
Digital goods, account-based products, and gift card products are time-sensitive and have specific characteristics. After receiving the product, users should promptly verify its contents and submit an after-sales request within the timeframe specified on the product page or by customer service.
If a user fails to verify the product for an extended period or reports an issue after the after-sales period has expired, the platform reserves the right to decide whether to proceed with processing based on the specific order details.
3. After-Sales Processing Methods
For orders that meet the after-sales conditions, Laotie Shop laotie.app will adopt methods including, but not limited to, the following, based on the product type, nature of the issue, verification results, and actual circumstances:
- Re-delivery;
- Replacement;
- Correction of order content;
- Partial refund;
- Full refund;
- Provision of other reasonable solutions.
The specific processing method shall be subject to the customer service verification results and the final judgment of the platform.
4. Situations Typically Not Covered by After-Sales Service
- Requests for refund or exchange made after the user has successfully logged in, used, redeemed, bound, modified information, or consumed the product content;
- Issues arising from the user's personal misunderstanding, purchasing the wrong product, selecting the wrong specifications, or filling in incorrect information;
- Issues caused by device, system version, network environment, regional restrictions, or third-party platform risk control;
- Issues arising after the user has independently modified their password, email, security questions, binding information, etc.;
- Issues caused by sharing, reselling, renting, distributing, improper use, malicious disputes, or other inappropriate behavior;
- Card keys, gift cards, prepaid cards, and similar products that have been queried, used, redeemed, bound, or consumed;
- Products explicitly marked on the page as "No after-sales support," "Special product," or "Non-returnable and non-refundable upon sale," except as otherwise provided by law.
5. Required Materials for After-Sales Requests
To improve processing efficiency, users are requested to provide the following information when submitting an after-sales request:
- Order number;
- Email or account information used for the order;
- Description of the issue;
- Relevant screenshots or screen recordings;
- Other auxiliary verification materials requested by customer service when necessary.
If the user cannot provide basic order information or necessary verification materials, the platform may be unable to complete the after-sales verification.
6. Customer Service Processing Time
Issues related to automatic delivery are typically prioritized. For manual after-sales, disputed orders, or orders requiring further verification, processing time may vary depending on the complexity of the issue, customer service queue status, holiday schedules, and response times from third-party platforms.
Users are advised to communicate patiently through official channels and avoid duplicate submissions, malicious harassment, or the use of abusive language, which may affect processing efficiency.
7. Special Notes
Laotie Shop laotie.app reserves the right to review, verify, interpret, and make final decisions regarding after-sales requests. If a user is found to have engaged in false feedback, malicious refund requests, forged screenshots, duplicate claims, exploitation of rules for profit, malicious attacks on the system, or similar behavior, the platform reserves the right to refuse after-sales service, restrict services, retain relevant evidence, and pursue corresponding legal responsibilities.
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