Payment Security and Notes
Effective Date: July 6, 2026
Scope of Application: This policy applies to the CHHES website (www.chhes.com), i OS App, Android App, We Chat Mini Program, and all CHHES versions available on app stores and mobile manufacturer channels such as Huawei, Xiaomi, OPPO, vivo, Honor, Samsung, and My App (collectively referred to as the "CHHES Platform"). Page names may vary slightly across different platforms, but the rules for accounts, orders, privacy, after-sales service, and AI features are consistent.
This guide covers payment failures, duplicate charges, order update issues, refund processing, and payment security concerns.
Common payment issues
- Payment completed but order status not updated: This may be due to payment processor callback or network delay. Please wait a few minutes and refresh the order. If the issue persists, contact customer service.
- Payment charged but no order generated: Please keep the payment screenshot, transaction number, charge time and amount, and contact customer service for verification.
- Duplicate payment: After verification, the duplicate amount will be refunded via the original payment method.
- Refund not yet received: After a refund is initiated, arrival time depends on the payment institution, bank, holidays, and account status.
Security Verification
- To verify payment issues, the customer service team may need your order number, payment date, amount, payment method, transaction ID, or redacted payment proof.
- Please do not share your payment password, bank card password, SMS verification code, complete bank card number, complete ID number, or remote access permissions.
- If the proof contains irrelevant sensitive information, please cover it before submitting.
Anti-Scam Alert
- CHHES will never ask you to make private transfers for reasons such as refunds, claims, supplementary payments, account unfreezing, security deposits, or transaction manipulation.
- Do not click on unknown links, do not scan QR codes from unknown sources, and do not download unofficial remote control or conference software.
- If you notice any suspicious activity, please verify through official customer service channels.
Contact and Complaints
For inquiries, complaints, reports, or to exercise your personal information rights, you can reach us via customer service hotline 010-56033331, customer service email admin@chhes.com, We Chat customer service chhes 2, or on-site/APP online customer service. Operating address: Building 8, Unit 102, Yard 6, Wenhuayuan West Road, Beijing Economic-Technological Development Area.
This explanation will be updated as needed in response to changes in laws and regulations, regulatory requirements, platform review policies, and business functions. In the event of any conflict between this explanation and mandatory legal or regulatory provisions, the laws, regulations, and regulatory requirements shall prevail.