Customer After Sales Process

B2B Customer After - sales Process

I. Responsibility Division (Liability Division for Card and Equipment Issues)

1. Our Responsibilities

Provide technical support for IoT SIM card connections, including:

APN configuration guidance
Network anomaly diagnosis
Abnormal traffic usage investigation
Processing of package tariffs and recharge issues

2. Customer Responsibilities

Hardware failure issues of terminal equipment shall be resolved by the equipment supplier

3. Benefits of Business Account

Business accounts can view the card activation, data usage and rebate status in real time.The card can be suspended if necessary.

4. Dealer Services

Apply to become a dealer : Please contact our official email to obtain the necessary qualifications to become a dealer. We will respond to your application within 24 hours.
Rebate method : Under normal circumstances, our rebate cycle is once a quarter. If you have special needs, please let us know in advance and we will try our best to meet your needs.When you need a rebate, we will charge a certain handling fee of about 4%. We will send you a bill when you need a rebate. After you sign and send it back to us, we will rebate according to the bill amount.
Contract : Before become a dealer, we will sign a dealer contract with you to ensure that our cooperation is within a reasonable scope, ensure sincere cooperation under the contract framework

5. Sample Request

After receiving your dealer application email, we will have a short video conference with you to explain our company and product introduction, dealer system, rebate model and sample application. We will determine the quantity and model of the samples at the meeting.

6. Settlement Method

Rebates can be paid regularly according to the cycle agreed by both parties
You can also choose to deposit rebates into your account balance for subsequent card purchases or terminal promotion incentives
Rebate data is transparent and traceable, and reconciliation and financial settlement voucher issuance are supported if necessary

II. Collaborative Support Solutions

1. Customer Support

We provide (pre - sales and after - sales support): ✅ SIM card specification sheets ✅ Customer service accounts for the SIM card management platform ✅ Common troubleshooting procedures and FAQs ✅ Real - time updated online knowledge base

Customers can provide: 📌 Basic equipment information for us to get familiar with the equipment

2. Problem Escalation Process

If customers receive customer complaints about SIM card connection issues that cannot be resolved, they can forward the user's email to our official after - sales email for follow - up processing;
If the operator has maintenance and other batch operations, we will promptly notify the customers.

III. Warranty and Refund Policies

1. Warranty

The SIM card has a 10 - year warranty. If the problem cannot be solved after troubleshooting, free card replacement service will be provided.

2. Refund Policies for Recharge Packages

a. Full refund: Applicable to unused and unactivated packages; b. Partial refund: For activated packages: Partial refund will be made according to the proportion of package usage and usage time;

IV. After - sales Support Channels for Customer Service

1. For End Users:

Support Method	Detailed Information	Response Time
Email	Official after - sales email: info@eiotclub.com (printed on the back of each SIM card)	Within 12 hours
Online Chat	7×24 - hour live chat, available at: • H5 recharge page • Bottom right corner of the official website • APP help center	Response within 1 minute
Telephone Support	Currently, telephone callback service is available, and full telephone support is expected to be launched in the third quarter of 2025	Callback within 24 hours
Supported Languages	Email and live chat support multiple languages; Telephone currently only supports English	/

2. After - sales Docking with Foreign B - end Customers:

Email	If B - end customers receive SIM card connection issues from users that cannot be resolved, they can forward them to our official after - sales email for follow - up and escalation: info@eiotclub.com	Within 12 hours
Social Media	• WhatsApp group • WeChat group	Prompt response during domestic working hours