I. Punishment Categories (Violations and Measures)
Account Violation Management
• Multiple certified accounts are prohibited: If multiple accounts are detected, the account with higher earnings will be retained, while other accounts will be closed without earnings settlement, and related devices will be banned.
• New accounts under different identities prohibited:
- 1st violation: Account suspension for 48 hours.
- 2nd violation: Account suspension for 72 hours and earnings cleared.
- 3rd violation: Account closure, device ban, and earnings cleared.
Information Security Violations
• Private sharing of customer information is prohibited: If the system detects information leakage, involved advisors' accounts will be closed, devices banned, and earnings cleared.
Unauthorized User Contact Violations
• Soliciting user social media accounts or private contact in or outside the app, contacting clients’ friend prohibited: Discovered violations will result in cooperation termination and no earnings settlement.
• Chat content containing personal social media accounts or any other contact methods prohibited:
- Minor violation: Account suspension for 48 hours and earnings cleared.
- Severe violation: Account closure without settlement.
Service Quality Violations
• Real-time chat silence exceeding 2 minutes: Deduction of income for the delayed period.
• Failing to complete 3+ readings in real-time chat within 10 days:
- $3 deducted per order, up to $30 total.
- Over 10 such orders within 10 days: Account closure.
• Missing live chat orders: 20 coins deducted per order.
• Monthly answer rate: lower than the standard 78%, commission rate decreased.
• Conversion rate: lower than 15% for 3 consecutive weeks, account closed.
• Uncompleted text/audio/video reading tasks: Deduction of corresponding income.
• Customer successful refund: Deduction of advisors' corresponding gold coins.
• Chat content containing abusive, defamatory, or false information:
- Account suspension for 48 hours and earnings cleared.
- Severe cases: Account closure.
Online Duration Violations
• Advisors must be online for at least 8 hours daily (subject to admin requirements); special cases require notification to administrators. Failure to meet this requirement may result in account retrieval by the platform.
Answer Rate Assessment
• Monthly answer rate assessment (applied at the beginning of each month):
- If the previous month's answer rate is < 78%, the advisor's commission rate will be adjusted to 70 coins=$1 for 1 month.
- If the current month's answer rate ≥ 78%, the commission rate will revert to 60 coins=$1 for the following month; if still < 78%, the rate of 70 coins=$1 will continue to apply.
II. Reward Categories (Incentive Mechanisms and Rules)
Level and Weekly Ranking Rewards
• Level rewards and weekly ranking rewards cannot be claimed concurrently.
Top 9 Weekly ranking rewards
• Eligibility: Weekly earning ≥ 8,000 gold coins (reset weekly).
• Ranking Rules:
- Service quality score: Base score 10 points; deduct 0.5 points for each rejected call or call answered after 30 seconds (capped at 0, reset weekly).
- New user conversion score: +1 point for each new user converted to a paying user (max 20 points, reset weekly).
- Final ranking: Weekly earning ≥ 8,000 gold coins + service quality score + new user conversion score. In case of identical scores, rank by weekly earnings from high to low; top 9 advisors are displayed.