If thats true, Uber was simply being incompetent here. We recently launched a shop on Tmall (Alibaba version of Amazon), and you usually hire a local agency to

If thats true, Uber was simply being incompetent here. We recently launched a shop on Tmall (Alibaba version of Amazon), and you usually hire a local agency to provide customer support for the chinese. 80% of the traffic is mobile, so they use SMS and phone calls a lot, emails much less than in the west. Also chat, they expect to be able to directly talk to someone via chat from the website. Not doing so means disregarding local habits, good luck with that.