中文版
欢迎使用 Zerk 支持中心
Zerk 帮助您诊断家用电器故障、查找并购买匹配的配件，并提供售后与维修支持。如果您在使用过程中遇到任何问题，我们随时为您提供帮助。
联系方式
- 应用内在线客服：打开 App → “我的 / 客服” → “在线客服”，可实时文字或语音（语音转文字）与我们沟通，也可发送图片。
- 提交工单：App 内 → “工单” → “新建工单”，描述您的问题（可关联订单号），我们会尽快回复。
- 客服邮箱：maggiec00002@gmail.com
- 响应时间：我们通常在 1–2 个工作日内回复。
常见问题（FAQ）
Q：如何诊断我的电器故障？
A：在首页拍摄或从相册选择电器照片，Zerk 会识别型号并帮助定位问题、推荐相关配件。您也可以进入“诊断”进行症状问答。
Q：如何购买配件？
A：通过“查找配件”搜索或按型号浏览，将所需配件加入购物车，勾选后结算并支付即可。
Q：支持哪些支付方式？
A：支持银行卡支付与 Apple Pay，均通过 Stripe 安全处理。
Q：如何查看或取消订单？
A：进入“我的订单”查看订单状态；未付款订单可直接取消；已付款且未发货的订单可申请退款。
Q：如何申请退款？
A：在订单详情页点击“申请退款”，提交后我们会审核处理；退款审核期间可在订单详情页查看退货地址。
Q：如何修改收货地址？
A：进入“我的 → 地址簿”新增或编辑地址；结算时也可选择/填写地址。
Q：如何删除我的账户？
A：进入“我的 → 删除账户”，按提示确认后即可永久删除账户及关联个人数据。此操作不可恢复。
Q：为什么需要相机/相册/麦克风/位置权限？
A：相机与相册用于拍摄/选择电器照片进行诊断；麦克风与语音识别用于客服语音输入；位置仅用于一键自动填写收货/维修地址。所有权限均由您授权，可在系统设置中随时关闭。
隐私
关于我们如何处理您的数据，请查看 隐私政策。
English Version
Welcome to Zerk Support
Zerk helps you diagnose home-appliance faults, find and buy matching spare parts, and get after-sales and repair support. If you run into any issues, we're here to help.
Contact
- In-app Live Support: open the App → “Profile / Support” → “Live Support” for real-time text or voice (speech-to-text) chat; you can also send images.
- Submit a ticket: in-app → “Tickets” → “New Ticket,” describe your issue (optionally linked to an order number), and we'll respond as soon as possible.
- Support email: maggiec00002@gmail.com
- Response time: we typically reply within 1–2 business days.
Frequently Asked Questions (FAQ)
Q: How do I diagnose my appliance?
A: On the home screen, take or select a photo of your appliance. Zerk recognizes the model and helps locate the problem and recommend related parts. You can also use “Diagnosis” for a symptom-based Q&A.
Q: How do I buy parts?
A: Use “Find Parts” to search or browse by model, add parts to your cart, select them, and check out to pay.
Q: Which payment methods are supported?
A: Card payments and Apple Pay, both securely processed by Stripe.
Q: How do I view or cancel an order?
A: Go to “My Orders” to view status. Unpaid orders can be canceled directly; paid-but-not-shipped orders are eligible for a refund request.
Q: How do I request a refund?
A: On the order detail page, tap “Request Refund.” After submission we will review and process it; during review you can view the return address on the order detail page.
Q: How do I change my shipping address?
A: Go to “Profile → Address Book” to add or edit addresses; you can also select/enter an address at checkout.
Q: How do I delete my account?
A: Go to “Profile → Delete Account” and confirm as prompted to permanently delete your account and associated personal data. This action cannot be undone.
Q: Why does the app request Camera / Photos / Microphone / Location permissions?
A: Camera and Photos are used to capture/select appliance photos for diagnosis; Microphone and Speech Recognition are used for voice input to support; Location is used only to auto-fill your shipping/repair address. All permissions are granted by you and can be turned off anytime in system Settings.
Privacy
For how we handle your data, please see our Privacy Policy.