At Neokyo, our mission is to make shopping in Japan accessible, exciting, and stress-free. Whether we are securing a rare collectible or navigating the complexities of international shipments, our customer service team is here to advocate for you.
Behind every ticket is a real person working hard to resolve your issue. To ensure our team can provide the best possible support, we operate on a foundation of mutual trust and courtesy.
We have established this Interaction Etiquette guide to outline what you can expect from us, and what we require from you in return. Let's keep the good vibes only!
🤝 Our Promise to You
Dedication: We will do everything within our power and within the scope of our proxy service to resolve your issues.
Transparency: We will provide honest, factual information to the best extent possible and what is acceptable within our Terms of Use.
Professionalism: You will always be treated with respect, empathy, and courtesy by our staff.
✍️ The Golden Rules of Communication
To help us help you, we ask that all users adhere to the following guidelines when contacting support:
Assume Good Intent: Proxying involves many moving parts—including third-party carriers (FedEx, Japan Post, etc.), sellers and strict customs regulations. If a delay or complication occurs, please remember that we are on your side. Accusing our team of fraud, deceit, or theft when facing standard logistical hurdles hinders our ability to assist you.
Keep it Constructive: Frustration is understandable when things don't go as planned, but taking it out on our agents is not. Please keep the dialogue focused on the facts of the issue so we can find a solution together.
A ticket going down to the facts, with relevant reference numbers goes a very long way.
One Ticket per Issue: Flooding our system with multiple tickets or messages across different platforms for the same issue slows down our response time for everyone. Please send a single message and wait for our team's reply within 1 business day.
🚫 Zero-Tolerance Policies
"Dura Lex, Sed Lex."
To protect the well-being of our staff, Neokyo maintains a strict zero-tolerance policy for abusive behavior. Violation of these rules will (not may) result in immediate termination of support and may lead to permanent suspension of your Neokyo account.
Harassment and Hostility: The use of profanity, racial slurs, personal attacks, aggressive language, or verbal abuse directed at our team members is strictly prohibited.
Weaponized Chargebacks & Financial Threats: Using the threat of a credit card chargeback or payment dispute as a negotiation tactic or to bypass our Terms of Service is unacceptable. If a chargeback threat is made, we are forced to immediately cease customer support.
Veiled or Reputational Threats: Any threats of legal action, consumer service report, threats to "destroy" the company's reputation, or attempts to intimidate our staff into breaking international shipping laws or company policies will result in an instant ban. Online reviews deemed unfair (the customer's situation resulted from their own actions or refusal to abide by our terms) will also lead to a suspension of service.
Bad Faith: if our team previously provided a clear and definitive answer, steps, or evidence regarding an issue or situation you contacted us about, we may offer the opportunity to clarify it again. However, repeated refusal to acknowledge this answer will be considered voluntary disruptive.
Escalation : there is no "let me talk to the manager" policy at our service when it comes to the enforcement of Terms and Rules. If you are unsatisfied with a service policy presented to you by one of our agents, there is no workaround. Please make sure to become acquainted with our Terms and common dispute policies.
Our support agents are allowed to enforce the above policies without warning and to assess what other behavior may be considered disruptive. We will not entertain passive-aggressive behavior. If you want to rant or blow some steam from a frustrating situation, feel free to take to our cunning chatbot Nooky.
We are incredibly grateful for the thousands of amazing, passionate customers we interact with every single day. By maintaining a respectful environment, we can ensure that our team spends their time doing what they do best: bringing a piece of Japan straight to your door.
Thank you for your cooperation!
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