Sustainable Supply Chain

1. Environmental Substance Control Management:
   The ''Environmental Substance Control Management Measures'' rigorously regulate product materials and components to ensure that restricted substances do not exceed legal standards, thereby safeguarding the health of the End User.
2. Product Design Safety Specifications:
   The MERRY‘s ''Security Commitment Letter'' integrates safety considerations during the product design phase to ensure that the product does not cause harm to users under normal operating conditions.
3. Information Security Management:
   The''Classified Product Safety Management Procedures'' safeguard customer confidential information and intellectual property, preventing unauthorized disclosure and protecting customer business interests.

1. Regular Satisfaction Surveys:
   The ''Customer Satisfaction Survey Procedures'' are conducted annually to systematically gather customer feedback and convert the results into specific improvement actions.
2. Quality Abnormality Communication Mechanism:
   The communication process between CQM and the Customer, as stipulated in the "After-Sales Service and Customer Complaint Handling Procedures,"ensures timely notification to the Customer and the implementation of appropriate measures upon detection of quality abnormalities.

1. Tiered Handling Process:
   The "Customer Complaint Handling Procedures" classify complaints by severity to ensure the reasonable allocation of resources and prioritize the resolution of critical issues.
2. Product Return, Exchange, and Recall:
   The product recall process outlined in the "Customer Returned Goods Handling Procedures" and the "After-Sales Service and Customer Complaint Handling Procedures" establishes a comprehensive return, exchange, and recall mechanism, enabling prompt action when necessary to minimize the impact on Customers and End Consumers.

The Sales Department is responsible for receiving customer complaints and must complete the “Customer Complaint Handling Formˮ within 24 hours.

The Quality Planning Management Department (QPM) convenes relevant departments to form a project team to jointly analyze the root cause of the issue and discuss corrective actions.

The Product Quality Engineering Department (PQE) is responsible for providing the Customer with a temporary corrective action within 3 Working Days upon receipt of the complaint.

The Product Quality Engineering Department (PQE) must complete the root cause analysis and propose a permanent solution within 7 Working Days, providing a formal response to the Customer. If the issue is complex and cannot be resolved within the stipulated time, an email must be sent to the Customer explaining the current status and the expected completion time, thereby maintaining transparent communication.

The Sales Department and The Quality Planning Management Department (QPM) are jointly responsible for executing the corrective actions and monitoring their implementation to ensure the effectiveness of the solution.

The Product Quality Engineering Department (PQE) is responsible for confirming with the customer within 7 working days after the implementation of corrective actions whether the case can be closed, and for collecting the customerʼs satisfaction evaluation of the solution.

The Product Quality Engineering Department (PQE) monitors relevant departments to establish successful solutions as standard operating procedures,integrating them into the Quality Management System.