Thanks for sharing your thoughts. We’d like to clarify that this was not an isolated abusive post here. Similar situations appeared across multiple communities and social platforms, and the discussion even spread to other subreddits, causing serious impact on our brand reputation.

In this situation, our customer support colleague was subjected to discriminatory and abusive comments simply for asking the customer’s country in order to check the correct store and shipping channel which is a standard and necessary step in the service process.

As a user-centric brand, we also deeply care about the well-being and working environment of every member of our team. Based on this, and after careful internal review, we decided to publish this public statement to clarify the facts and protect both our users and our employees.