Combining them, `售后 (shòuhòu)` literally means “after selling,” and `服务 (fúwù)` means “service.” Together, 售后服务 (shòuhòu fúwù) is a direct and logical construction meaning “service that comes after the sale.”
In the West, “customer service” can often evoke images of long hold times on a 1-800 number. While that exists in China, 售后服务 (shòuhòu fúwù) has evolved into a much more dynamic and integrated concept, largely driven by the hyper-competitive e-commerce market. The key difference lies in its immediacy and integration. On platforms like Taobao, Tmall, or JD.com, `售后服务` is built directly into the app. A customer can initiate a return, chat with a representative (`客服, kèfú`), upload photos of a defect, and get a shipping label for a return often without ever leaving the app or making a phone call. This system has empowered consumers and made `售后服务` a primary battleground for businesses. A seller's public rating is heavily influenced by the quality of their `售后服务`. A willingness to quickly accept returns (especially under the common “7-day no-reason return” policy) and solve problems is seen as a sign of a reputable and confident seller. In this sense, `售后服务` isn't just a cost center; it's a powerful marketing tool and a cornerstone of consumer trust in the digital age.
You will encounter this term constantly when shopping in China, both online and offline.