New Material Help Frequently Asked Questions (FAQ)

I. Member Package Related

**Q1: What are the core differences between different member packages?**

A: The main differences among packages lie in information display scope, customer service level, and advertising benefits:

• 1-year: Basic information display + standard customer service (2-hour response on weekdays)

• 3-year: Full information display (including cases + homepage images) + industry zone banner ad (1 month)

• 5-year: Full information display + 1-on-1 dedicated customer service + homepage carousel ad (1 month) + 2 industry media sponsored articles

(Refer to the "Member Benefits Details" document for a complete comparison)

**Q2: Can I upgrade my membership midway? How are the fees calculated?**

A: Midway upgrades are supported:

• Within 1 month of activation: Pay the price difference directly, calculated based on remaining service period

• After 1 month: Negotiate with the sales team; the specific plan is subject to the contract

II. Service Activation & Review

**Q3: How long does the review take after submitting company information?**

A: The review period is 1 business day, and the service is activated within 24 hours after approval.

**Q4: Can I modify already approved company information (e.g., product list, cases)?**

A: Modifications are supported. The process and review time are as follows:

1. Log in to the backend and submit a modification request

2. The review period is 2 business days

3. Real-time update after approval

III. Account Management

**Q5: Does the company account support multi-user management?**

A: Multi-user management is supported. Please contact your dedicated customer service to configure permissions.

**Q6: How do I set up or cancel auto-renewal?**

A: Self-service online operation is supported:

• Set up auto-renewal: Log in to Member Center → [Account Settings] → [Renewal Management]

• Cancel auto-renewal: Follow the same path and turn off the "Auto-Renewal" switch

IV. Advertising & Promotion Services

**Q7: What are the format requirements for ad creatives (e.g., banner images)?**

A: Ad creative dimensions need to be confirmed with the sales team. Different placements (industry zone/homepage carousel) have different dimensions, and the review period is 7 business days.

**Q8: What are the requirements for the sponsored article benefit for five-year members?**

A: The following requirements must be met:

• Word limit: Main body text not exceeding 1,500 words

• Content requirements: The company provides graphics and text materials, which must comply with the Advertising Law and platform specifications

• Publishing process: Schedule communication with the dedicated customer service, published on partner media such as New Materials Weekly

V. Finance Related

**Q9: How do I apply for an invoice after payment?**

A: VAT invoices are supported. You need to provide the company name, tax ID, address, and phone number for invoicing. Application portal: Member Center → [Finance] → [Invoice Management].

**Q10: Is a refund supported if I cancel midway?**

A: Refunds are not supported. It is recommended to confirm your package needs before activation.

**Q11: What are the renewal methods after membership expires?**

A:

• Auto-renewal: Enabled by default, can be manually turned off

• Manual renewal: SMS reminder 7 days before expiration, online payment supported

• Renewal discount: Please contact the sales team for details

VI. Other Questions

**Q12: What is the contract signing method?**

A: Online electronic contract signing is supported and has the same legal effect.

**Q13: How do I contact customer service?**

A:

• Standard customer service: Weekdays 9:00-18:00, online form in Member Center

• Dedicated customer service (4-year and above): Phone/Enterprise WeChat, 7×12 hour service

Note: If any policies are adjusted, the latest version on the official website shall prevail. For unresolved issues, please contact customer service.