01Policies

Quality commitment

At Onflow Fulfillment, customer satisfaction is always at the center of everything we do. We build and run our services on clear, transparent and consistent standards. Read Onflow's specific commitments in the "Service quality commitment letter" below to see how we ensure the best service quality for you.

Quality commitment letter

To: Valued customers of Onflow Fulfillment

To be a lasting partner to our customers, Onflow Fulfillment commits to delivering services at the highest quality standards. We commit to:

  1. 1

    Receiving

    • Accept goods that meet requirements for labels, stamps, expiry dates and clear invoices/documents, and that are not on the prohibited goods list.
    • Ensure receiving time within 24 hours once the customer provides complete information such as the packing list, supplementary labels and required data.
  2. 2

    Storage & warehousing

    • Provide standard warehouses, cool warehouses and heavy-duty warehouses, with real-time inventory management by software, ensuring 99% accuracy.
    • Carry out periodic stock counts, cleaning and maintenance of warehouse areas, ensuring a storage environment suited to each product.
  3. 3

    Order processing & outbound

    • Pack orders and reinforce them to standard or to customer requirements with 99.5% accuracy.
    • Ship out on time at 98.9% SLA, with express orders leaving the warehouse within 45 minutes, plus transparent order tracking and COD reconciliation.
  4. 4

    Complaint support & returns handling

    • Receive complaints through official channels and respond within 15 working days of receiving the complaint.
    • Confirm immediately and process returns by the proper procedure, clearly classify returned goods and receive them into stock within 24 hours.

Onflow Fulfillment always strives to provide the best service, meet expectations and be a lasting partner to our customers.

Sincerely.

View the original commitment letter