Guidelines on dealing with customers and the prohibition of harassment of customers

1. Goal

　Japan Plaza Online Shop is committed to providing a better service by responding sincerely to requests and complaints from users and by living up to their trust and expectations.

　However, some requests from users and others lack reasonable grounds according to generally accepted social norms and may hinder our business operations. Furthermore, there are instances of behaviour that denigrates the character of our employees or infringes upon their dignity. Such requests and behaviour not only deteriorate the working environment for our staff but also consume a significant amount of time and effort in addressing them, thereby leading to a decline in the quality of service provided to other users. Consequently, we cannot overlook such conduct.

We have formulated this policy with the aim of ensuring that all employees are treated with respect and without discrimination by customers, and to secure a safe and comfortable working environment for our employees.

2. Validity

This policy applies to:

All employees, managers, and temporary staff at Japan Food Express GmbH
All interactions with customers (in person, by phone, online, or in writing)

3. Definition of harassment

Harassment includes any inappropriate behavior toward our employees, in particular:

Unwanted physical advances or touching
Sexual innuendos, comments, or jokes
Discriminatory remarks (e.g., based on gender, origin, religion, age, or disability)
Aggressive, offensive, or intimidating behavior
Repeated contact despite clear rejection

An example of customer harassment

* The following examples are not exhaustive.

Unreasonable demands: Refund requests that violate the refund policy, or demands for free additional services.
Taking up excessive time: Repeated complaints, frequent calls or emails, and lingering on-site.
Protracted disputes: Repeated complaints, repeated calls and emails, and still insisting on one’s position.
Offensive remarks or insults: Actions that violate a person’s dignity, as well as discriminatory remarks.
Physical violence: Direct attacks, physical threats, and unwanted physical contact.
Invasion of privacy: Stalking behavior such as following employees, spying on their home addresses, or publishing their personal data online.
In addition, any illegal or unlawful acts, statements, behaviors, or attitudes that are considered extremely malicious, from the perspective of protecting our employees and other stakeholders.

4. Principles for dealing with customers

All employees are required to:

· Treat customers with respect and courtesy

· Respect personal boundaries

· Communicate professionally

· Refrain from exploiting personal relationships with customers

· Take complaints seriously and respond appropriately

5. Reporting and raising concerns about harassment of customer

Employees must promptly report any incidents of customer harassment, or any situations where such incidents may occur, to the relevant department. All reports will be treated as confidential.

Reports can be made to:

o Supervisors

o Human Resources

o Compliance/Confidential Advisory Office

6. Measures taken against offenders

Of the cases reported, those falling under any of the following categories:

· Cases requiring a report to the police

· Cases requiring consultation with a solicitor

· Cases where there is a recognised risk of repeated customer harassment

· Other cases where it is deemed appropriate to take countermeasures

Following internal consultation, the following measures may be taken:

A warning
Banning from the premises or refusal of purchase
Legal action, where necessary

7. Protection against retaliation

All reports shall be treated as confidential, and no one shall suffer any disadvantage on the grounds that they reported a matter in good faith.

8. Training & Awareness

We are committed to conducting regular training sessions on customer service.

9. Entry into force

This policy shall come into force on 1 June 2026.