General Rules for the Management of JD.HK Open Platform
Chapter I Overview
1 Applicable Scope of the Rules: The Rules are applicable to all the users of JD.HK (domain name: jd.hk). A merchant can select an operation mode according to its business requirements to provide consumers with products or services through JD.HK Open Platform. The Rules are not applicable to the products self-operated by JD.HK and the information thereof.
2 JD.HK Open Platform follows the principle of "Genuine Guarantee, Global Direct Supply, After-sale Carefree and Novelty" and makes cross-border shopping simple and pleasing. In order to protect the legitimate rights and interests of JD.HK Open Platform users and maintain the normal order for the operation of JD.HK Open Platform, the Rules are formulated according to User Registration Agreement of JD.HK, Store Service Agreement of JD.HK Open Platform and other service/cooperation agreements.
3. General Rules for the Management of JD.HK Open Platform sets out the terms that impose basic obligations upon JD.HK website users or regulates users' exercise of their basic rights. The identification and handling of regulated conduct are based on the facts affirmed by JD.HK from the perspective of ordinary people upon the supporting documents provided by both parties, and relevant rules shall be followed strictly. The Rules are applying to the JD.HK website users fairly.
4 Users shall comply with national laws, administrative regulations, rules of authorities and other normative documents. The Rules shall be applicable to any alleged breach of national laws, administrative regulations, rules of authorities and normative documents, if such breach is stipulated therein; For any matter left unmentioned in the Rules, JD.HK Open Platform has the right to deal with it at its discretion according to national laws and administrative regulations, but its treatment of users does not exempt them from the legal liabilities due to violations of laws or breaches of contract.
5 Any conduct of the merchants on JD.HK Open Platform shall also be subject to the agreements signed by JD.HK Open Platform.
6 JD.HK Open Platform may adjust the Rules from time to time and disclose such adjustment through the announcement on JD.HK Open Platform, Merchants Forum, Merchants Management System and other channels. If any user disagrees with such adjustment, the user shall immediately stop using the services provided by JD.HK Open Platform and timely notify JD.HK Open Platform of such disagreement. JD.HK Open Platform has the right to affirm, at its discretion, the user's conduct and the rule/agreement applicable thereto and to handle it accordingly.
Chapter II Definitions
1 JD.HK Open Platform: The e-commerce platform website, at which Hong Kong JD.com International Limited provides platform services, at www.jd.hk. The website is an e-commerce trading service platform which provides the users with information release and exchange, allows third-party operators to establish and run their stores, and also offers other technical services.
2 Users: All the legal persons, natural persons and other organizations that use the registered information of JD.HK Open Platform and are authorized to log in to and use JD.HK website, collectively referred to as "Users"; unless otherwise stated, the "user(s)" shall be construed accordingly;
3 Consumers: The users that scan or buy products/receive services on JD.HK Open Platform;
4 Merchants: The users that are settled on JD.HK Open Platform and use JD.HK Open Platform to sell products or provide services in line with the requirements of JD.HK Open Platform, including service providers;
5 Account: The account that a user logs in to JD.HK Open Platform website, of which the account name and account number are unique;
6 Order: The agreement under which a consumer buys from a merchant one or more SKUs of products/services at the same time, provided that each of these SKUs shall constitute an independent transaction;
7 Store: The visual online store with the independent and unique ID (abbreviation of "Identity", meaning the "ID number" hereunder) and the specific name (which may adjusted pursuant to the relevant platform rules) approved by JD.HK Open Platform on the basis of a merchant's application in accordance with the agreement and the JD.HK Open Platform rules after the merchant completes the procedure of registration and accession.
8 Dongdong: The instant communication tool available on the JD.HK Open Platform website, through which consumers can contact merchants to consult about products or services;
9 Dongdong response rate: Volume of users' queries to which a merchant and its customer service team respond/Volume of online queries communicated by users through Dongdong*100%;
10 Closing: The status that an online order consumer successfully pays for the order.
11 Self-operated product: The product shipped from "Bonded Area" of JD.HK Open Platform where there is no store display area on the upper side of the product's details page; all other products or services are operated by the merchants of JD.HK Open Platform;
12 Supply chain management service and delivery service: Supply chain management service means the services provided by JD.HK Open Platform for merchants, including product storage and order delivery. Delivery service means the order delivery and other related services provided by JD.HK Open Platform for merchants; A merchant may select the suitable service solution according to its need to improve its service efficiency;
13 Timeliness promise: The promised period of time in which an email or work request initiated by a consumer shall be responded by the merchant or JD.HK self-operation function;
14 Settlement: The conduct that the reconciliation, settlement, collection and payment are carried out according to the agreement between JD.HK Open Platform and a merchant;
15 Rebate: The incentive of preferential service fees granted to a merchant if the merchant meets the conditions set up by the JD.HK Open Platform, in order to improve merchants' serving level;
16 Autonomous after-sales: The process that a merchant deals with after-sales problems, after the consumer signs for receipt of products, through JD.HK autonomous after-sales system according to after-sales principles, to improve the consumer's shopping satisfaction;
17 Service request: The request form filed by a customer for after-sales services, such as return;
18 Work request: The acceleration request, complaint or other work request initiated by a consumer to a merchant with respect to an order, which shall be handled by the merchant to improve the consumer's shopping satisfaction;
19 Nodes: Any of the nodes when accumulated points, including 25 points, 50 points, 75 points and 100 points, are deducted for a merchant's defaults.
20 Node processing: The status that a merchant bears the liability for breach when the accumulated points deducted for the merchant reach any of the nodes.
21 Market management measures: The management measures adopted by JD.HK Open Platform for users' violation of its rules, in order to build a sound shopping environment, including but not limited to warning, search downgrade, forced deletion, product removal, service suspension, and store close.
22 Merchant store credits: The reward and punishment credits granted by JD.HK Open Platform to a merchant store according to the Credit Management Rules for Merchant of JD.HK Open Platform, after the user observes the requirements of JD.HK Open Platform and becomes a merchant to open stores.
23 JZT: The real-time bidding and online marketing system through which JD.HK Open Platform provides merchants with one-stop online marketing solutions.
Chapter III Trading
Section I Registration
Users who use the registered information of JD.HK and log into the account of JD.HK Open Platform shall strictly comply with the User Registration Agreement of JD.HK Open Platform and Authorization Notice of JD.HK Open Platform. When selecting a username, the user shall comply with national laws and regulations, and the username shall not contain any information that is illegal or suspected of violating the rights of others or disturbs the operation order of JD.HK Open Platform. Otherwise, JD.HK Open Platform shall have the right to withdraw the member's account and supervise the merchant's store, until the member or merchant corrects it according to the rules of JD.HK Open Platform.
A user may not apply for entering JD.HK Open Platform to become a merchant until the following conditions are met:
1. The merchant complies with the investment promotion standards of JD.HK Open Platform;
2. The merchant and the products sold or services provided by it have obtained required approvals, as set out in detail in the Investment Promotion Standards and Merchant Accession Rules of JD.HK Open Platform;
3. The merchant and the products sold by it comply with the Product Information Release Rules of JD.HK Open Platform, laws and regulations concerning cross-border e-commerce, and national laws and regulations;
4. The merchant has effectively signed the Store Service Agreement of JD.HK Open Platform and other service/cooperation agreements and reached the subscription conditions set out therein; and
5. The merchant agrees to all the rules and other reasonable conditions of JD.HK Open Platform.
6. In an assessment year, if a merchant has serious violations and the accumulated points deducted reaches 100, JD.HK Open Platform may exclude the merchant and close its store.
Section II Operation
1. Merchants shall release their products/services according to the process set out in the JD.HK Open Platform system, Product Information Release Rules of JD.HK Open Platform and other requirements.
2. It is the basic obligation of merchants to "describe the products truthfully" and assume the responsibility of warranting the quality of the products/services they sell. The wording "describe the products truthfully" means that in all the channels provided by JD.HK Open Platform, such as product details page, store page, activity page, and Dongdong, the merchant shall make a true and complete description of the information that must be explained, such as the basic attributes, color and defects of the product. The products or information released by merchants on JD.HK Open Platform shall strictly comply with the Product Information Release Rules of JD.HK Open Platform as well as national and industrial laws and regulations.
3. The merchants shall warrant that the products sold by them can be used normally during the reasonable period and the services provided by them comply with warranted standards, including the warranty that the products does not have any irrational danger that threatens safety of people and property and possess the properties for use that they should possess and comply with the standards expressed on the package and the standards committed at the time of providing the services, which shall not be lower than the import country/industry's standards.
4. The merchants shall have their own special Chinese customer service team (or employee) to use Dongdong to deal with the problems from consumers of JD.HK Open Platform.
Section III Timeout rules
1. Users shall conduct transactions according to the trading process set out in the JD.HK Open Platform system.
2. If an order is not paid by the consumer within 24 hours after the time of placement, the order will be canceled automatically and the transaction will be closed; Consumers may delete completed or canceled transactions.
3. If a quality problem is identified by JD.HK Open Platform, the consumer may apply for a refund within 7 days after the date of payment. If the merchant fails to review and approve it within 7 days after the consumer applies for a refund, it will be approved automatically, and JD.HK Open Platform will refund the amount to the consumer and recover the same from the merchant.
After a consumer applies for refunding/return:
1) before the order is completed, the amount will be refunded to the consumer after the merchant reviews and approves it; after the order is completed, the return will be conducted according to the after-sales policy or rules of JD.HK Open Platform;
2) if the merchant rejects the application for refunding/return, the consumer may request for the direct intervention of JD.HK Open Platform, which shall, according to the reason for rejection given by the merchant and after-sales terms, decide it as an ordinary person;
3) after the consumer puts forward the return and uploads the express order number in the system, if the merchant does not respond within 15 days, JD.HK Open Platform will deem that the merchant has agreed that JD.HK Open Platform may refund the money to the consumer, and JD.HK Open Platform will deduct the corresponding payment from the merchant's account at the time of settlement.
4. For any email related to after-sales service sent by JD.HK Open Platform before 16:00 in a day, the merchant shall respond by 18:00 of the same day; if any such email is sent by JD.HK Open Platform after 16:00, the merchant shall respond by 18:00 of the next day. The merchant shall, within 3 hours after receiving a work request, respond to it. If the merchant fails to do so, JD.HK Open Platform shall, under the “customer first” concept, respond to it for and on behalf of the merchant, and the merchant shall provide after-sales service to the customer according to the opinions of JD.HK Open Platform, and the losses or expenses incurred therefrom shall be borne by the merchant.
5. Except for any product or service for which the shipment time has been agreed upon, the merchant shall, within 72 hours after the transaction is entered, upload the express waybill number of the products ordered by the consumer to the JD.HK Open Platform system (the time recorded in the JD.HK Open Platform system shall prevail) to enable the consumer to track the ordered products with the courier firm (the time recorded in the courier firm's system shall control); For the products which have other agreed shipment time for customization, pre-sale and other special reasons, the merchant shall calculate the time from the last day of committed shipment period.
6. The shipments in special events or circumstances, including but not limited to national statutory holidays or force majeure events, shall be subject to the announcement or notice on shipment timeliness of JD.HK Open Platform.
Section IV After-sales services
For the products bought by a consumer on JD.HK Open Platform, the merchant of JD.HK Open Platform will directly provide after-sales services. JD.HK Open Platform encourages the parties to solve any after-sales problem through negotiation. If the parties fail to reach an agreement on the problem, they may resort to Customer Service of JD.HK Open Platform.
1. 7-day return service of JD.HK Open Platform
As all products sold by merchants of JD.HK Open Platform are delivered from overseas warehouse, JD.HK can only offer the return service; in other words, a consumer may apply for the return of products after the consumer confirms receipt of products, provided that the return is not attributable to the consumer. The wording of "attributable to the consumer" above refers to damage not caused by the consumer (e.g. transportation), quality issues, wrong delivery, missed delivery or non-conformity to the description on the product page at all.
2. Merchants' autonomous after-sales services include, without limitation:
1) If JD.HK Open Platform needs to contact the merchant to deal with after-sales services and contacts the merchant by call, email (the email address recorded in the merchant's system) or complaint form according to the product type and the seriousness of the after-sales problem, the merchant shall pay attention to check and reply according to the requirements of timeliness, so as to provide after-sales service for the consumer (see the timeout regulations for the timeliness requirements);
2) Merchants shall have their own special Chinese customer service team (or employee) to use the online autonomous after-sales system of JD.HK Open Platform to deal with the problems from consumers, including but not limited to after-sales services, such as the return of products;
3) Merchants and their customer service teams (or employees) shall provide corresponding after-sales services to consumers in accordance with the product warranties and the after-sales service policy of JD.HK Open Platform; If a merchant has its own after-sales policy which is more favorable to consumers, the merchant's policy shall prevail;
4) Merchants shall be fully responsible for all behaviors occurring in the autonomous after-sales system and shall properly keep the account number, personal information and relevant password of the system. Any loss resulting from unauthorized use of merchant's after-sale system will be borne by the merchant itself. If JD.HK Open Platform assumes relevant responsibilities for this reason, merchants shall compensate for all the expenses and losses incurred by JD.HK Open Platform.
5) To continuously improve the platform users' experience, JD.HK Open Platform has the right to update its own after-sales rules at any time according to business needs. For details of the rules, please refer to the Rules for Autonomous After-sales Services of JD.HK Open Platform.
Section V Evaluation
1. A consumer has the right to evaluate the order transaction after the order transaction is successfully closed based on the real transaction. The period in which the consumer is qualified to evaluate the order is 180 days after the order is closed. The period in which the consumer is qualified to evaluate the satisfaction is 3 months.
2. Rules for deleting comments:
1) The comment contains anti-government, anti-society, anti-religion, anti-humanity and other information;
2) The comment contains obscene pornography, gambling, drugs and other content;
3) The comment contains abuse, slander, personal attack, etc.;
4) The comment contains links to other websites, advertising stickers and other content;
5) If a user posts offending comment, the comment will be deleted and the user will banned for three days.
3. Rules for partially blocking comments:
1) The comment contains the information about a store which is not an internal store of JD.HK Open Platform;
2) The comment contains the contact information that is not Dongdong of JD.HK Open Platform;
3) The comment contains the product price information.
4. Rules for deleting comment credits:
1) The comment credit will be deleted by JD.HK Open Platform if the user returns the product.
2) The replacement by the user has no impact on the comment credit gained.
5. Rules of comments
1) Each user would post a maximum of 20 comments within 24 hours; Same contents shall not be posted repeatedly, which will otherwise be treated as defaulting contents;
2) If a user posts 3 or more duplicate contents within 24 hours, all defaulting contents will be deleted within 24 hours;
3) If a user posts 5 or more replies to the same comment within 24 hours, all defaulting contents will be deleted within 24 hours.
6. The comprehensive score of JD.HK Open Platform shops will be based on the score given by consumers to the merchants. The service score will include whether the commodity conforms with its description, merchant delivery efficiency, merchant commodity quality, after-sale service level, etc. The scores sampling period will be the latest 180 days, and the calculation will be based on its arithmetic mean. Within the sampling period, only the first 10 order satisfaction comments between a merchant and the same consumer will be adopted, and only the first 5 after-sale satisfaction comments will be adopted.
Chapter IV Market Management
Section 1 Market management measures
1. In order to improve consumers' shopping experience, maintaining a normal market operation order, JD.HK Open Platform will adopt the following temporary measures on users or merchants in accordance with the situations stipulated in this Rules:
2. Warning: JD.HK Open Platform will provide oral or written reminding and warning for the improper user behaviors;
3. Remove: commodity/service of merchants will be removed and transferred to online commodity for sale;
4. Marketing activity limit: limits will be imposed on merchants for attending marketing activities initiated by JD.HK Open Platform;
5. Single commodity search weight reducing: commodity search result ranking will be adjusted;
6. Whole shop commodity search weight reducing: search result ranking of all commodity merchants' shop will be adjusted;
7. Single commodity search result block: commodity will not be displayed in the search result;
8. Single commodity single dimension search result block: commodity will not be displayed in the one dimension search result, such as by price and sales;
9. Whole shop commodity single dimension search result block: commodity of the whole merchant's shop will not be displayed in the single dimension search result, such as by price and sales;
10. Shop block: the merchant's shop and its commodity information will not be displayed in various services, such as in search, navigation, and marketing;
11. Default fine: the merchant shall pay a certain amount of the default fine to consumers and/or JD.HK Open Platform according to the Agreement or the Rules;
12. Shop closing: the merchant's shop will be closed, and all commodity of the shop will be removed. The merchant will be banned from releasing any commodity or starting a shop;
Section 2 Market management scenario
1. Merchants should actively improve their business level and provide consumers with high-quality commodities and services. JD.HK Open Platform will provide proper support for merchants with good comprehensive performance.
2. If users are involved in any behaviors that will endanger transaction safety or will disturb the operation order of JD.HK Open Platform, JD.HK Open Platform will adopt temporary management measures that will guarantee the transaction safety according to the danger level of the behavior, including account compulsory measures, closing shops, blocking shops, limiting commodity or information releasing, limiting website access, and limiting Dongdong access; In case of extremely improper behaviors, JD.HK Open Platform is entitled to handle the default by requesting the merchant to be liable for the defaulting responsibility according to the platform rules.
3. Merchants shall strictly comply with the Commodity Information Releasing Specification of JD.HK Open Platform. For the commodity that has already violated the Commodity Information Releasing Specification of JD.HK Open Platform, or that is deemed improper for business development by JD.HK Open Platform, JD.HK Open Platform will remove or delete the defaulting commodity or information.
4. For the commodity and information of the brand, type or batch that is exposed by media or notified by relevant countries to be unqualified, JD.HK Open Platform will temporarily remove or delete relevant commodity and information being sold by merchants.
5. Merchants shall comply with relevant activity rules when attending the activities or exhibitions of JD.HK Open Platform.
6. Merchants shall pay or add deposit according to the agreement or rules. When there is an insufficient deposit balance or the merchants are required to add deposit by JD.HK Open Platform, if the merchants fail to regularly pay or add deposit according to the Agreement after notified by JD.HK Open Platform, JD.HK Open Platform is entitled to adopt temporary measures based on the default until the deposit is fully paid by the merchants.
7. If the shops of merchants are closed, JD.HK Open Platform will complete closing procedures and return deposit according to the contract and rules.
Chapter V Violation and its handling enforcement
Section 1 Violation
1. Serious violation refers to the violation that severely impacts the operation order of JD.HK Open Platform and is against relevant national laws and regulations. Please check the Credit Management Rules for Merchants of JD.HK Open Platform for the description of serious violation of merchants.
2. Ordinary violation refers to a violation other than a serious violation. Please check the Credit Management Rules for Merchants of JD.HK Open Platform for the description of the ordinary violation of merchants.
3. Consumers' violation includes but not limited to:
1) Not receiving the commodity after buying: it refers to the behavior that the consumer doesn't receive the commodity when it is delivered to the assigned place by the consumer and causes the commodity to be returned, which harms the interests of merchants or the platform.
2) Malicious comments: consumers shall post true and objective comments for the merchants. If consumers seek additional interests from the merchants by threatening to post medium and bad comments, JD.HK Open Platform is entitled to deal with the comments, including but not limited to deleting the comments.
Section 2 Violation handling measures
In order to guarantee the legitimate rights and interests of users or JD.HK Open Platform and maintain a normal market operation order, JD.HK Open Platform will adopt violation handling measures on users according to the Rules during the violation handling period:
1. JD.HK Open Platform will adopt the following measures for the defaulting merchants:
1) Marketing activity limit: limits will be imposed on merchants for attending marketing activities initiated by JD.HK Open Platform;
2) Commodity releasing limit: limits will be imposed on merchants for releasing new commodity;
3) Shop opening limit: limits will be imposed on merchants for opening new shops on JD.HK Open Platform;
4) Community function limit: limits will be imposed on merchants of JD.HK Open Platform for using community services like the JD.HK Open Platform community and the merchant forum;
5) Shop block: the merchant's shop and its commodity information will not be displayed in various services, such as in search, navigation, and marketing;
6) Shop closing: the merchant's shop will be closed, and all commodity of the shop will be removed. The merchant will be banned from releasing any commodity or starting a shop;
7) Public warning: the ongoing handling measures for merchants will be displayed in public sections like the merchant management system and the merchant forum for the merchants of JD.HK Open Platform;
8) Login limit: merchants will be banned from logging into the website of JD.HK Open Platform;
9) Dongdong access limit: users will be banned from using Dongdong, the chat tool of JD.HK Open Platform;
10) Commodity delivery limit: limits will be imposed on merchants for delivering commodity;
11) Account banning: users will be permanently banned from using the defaulting account to log in to JD.HK Open Platform, the merchant management system, or Dongdong.
2. JD.HK Open Platform will adopt the following measures for the defaulting consumers:
1) Consumer behavior limit: consumers will be banned from buying a commodity;
2) Login limit: consumers will be banned from logging in to the website of JD.HK Open Platform.
Section 3 Handling of violation
1. Merchants shall modify their defaulting behaviors in time when involved in any violation, and JD.HK Open Platform will deduct a certain amount of credit of such merchants and post notices in public sections like the merchant management system or the merchant forum. The credit will be reset at 00:00 of January 1st of the next civil year.
2. Violations are divided into serious violation and general violation based on the seriousness, and the credit deduction and accumulation shall be implemented respectively. However, only one punishment shall be given for one case and no repeated handling is involved.
3. The correction and handling measures of merchants' violation include but are not limited to:
1) If merchants sell a fake commodity, JD.HK Open Platform will delete the fake commodity and information released by the merchants.
2) If merchants infringe the intellectual property of any third party, JD.HK Open Platform will delete the commodity and information released by the merchants that infringe the intellectual property.
3) If merchants sell a non-imported commodity, JD.HK Open Platform will delete the non-imported commodity and information released by the merchants.
4) If merchants sell a commodity that is not declared at customs, JD.HK Open Platform will delete the commodity that is not declared at customs and information released by the merchants.
5) If merchants steal others' accounts, JD.HK Open Platform will take back the stolen account, and the original owner could appeal to JD.HK Open Platform in order to get its account back.
6) If merchants sell commodities with fake materials, JD.HK Open Platform will delete the commodity with fake materials and information released by the merchants.
7) If merchants improve their shop scores through improper ways in wash sales, JD.HK Open Platform will delete the shop scores of the merchants created by wash sales and remove the commodity in the shop; If merchants improve their shop sales volume through improper ways in wash sales, JD.HK Open Platform will delete the shop scores of the merchants created by wash sales and remove the commodity in the shop; Meanwhile, JD.HK Open Platform will reduce the search weight of the shops or commodity involved in wash sales.
8) If merchants are involved in false advertising, JD.HK Open Platform will delete the fake information-related commodity and/or information of their commodity or service released by the merchants through advertising or other methods that don't conform with the actual contents.
9) If merchants release prohibited information, JD.HK Open Platform will delete the prohibited commodity and information released by the merchants, as well as the transaction comments from it.
10) If merchants release non-agreed commodities, JD.HK Open Platform will delete the non-agreed commodity and information released by the merchants.
11) If merchants disclose others' information, JD.HK Open Platform will delete the information that discloses others' information.
12) If merchants defraud others for properties, JD.HK Open Platform will delete the commodity and/or information used to defraud others, as well as the transaction comments from it.
13) If merchants acquire improper benefits, JD.HK Open Platform is entitled to refuse to provide any commodity or service or receive any commodity or service from the merchants; Meanwhile, the affiliate shops of the merchants will be limited to attend the marketing activities of JD.HK Open Platform for six months.
14) If merchants disturb the operation order of the platform, JD.HK Open Platform will adopt relevant violation handling measures on the merchants, including but not limited to deducting credit, requesting merchants to pay default fine, blocking and canceling their relevant marketing activities, and kicking the merchants out.
15) If merchants send spam, JD.HK Open Platform will delete the commodity and/or information in the spam sent by the merchants; Meanwhile, JD.HK Open Platform will reduce the search weight of the commodity and/or information involved in sending spam and cancel their relevant marketing activities.
16) If merchants fail to deliver in time and cause consumers' complaints, the merchants shall pay a certain amount of defaulting fine to the consumers when JD.HK Open Platform holds the merchants responsible.
17) If merchants maliciously harass consumers, JD.HK Open Platform will adopt relevant violation handling measures on the merchants, including but not limited to deducting credit, requesting merchants to pay defaulting fine, blocking, and kicking the merchants out.
18) If merchants breach their commitment, they must perform their obligation of honest description, or compensate, refund, exchange commodity, or provide repair service according to the consumer guarantee service; or merchants shall provide invoices based on actual transaction prices for consumers and/or JD.HK Open Platform.
19) If merchants' description of the information of the commodity, such as material, composition, and quality, does not conform with the commodity that consumers receive or cause the commodity cannot be used in a normal way by consumers, JD.HK Open Platform will remove the commodity with unmatched description; If merchants fail to disclose the flaw of the commodity or if merchants' description of the commodity does not conform with the commodity that consumers receive, and cause the commodity cannot be used in a normal way by consumers, JD.HK Open Platform will remove or delete the commodity with unmatched description.
20) If merchants release fake commodity or shop information, JD.HK Open Platform will delete the fake commodity or shop information released by the merchants.
21) If merchants conduct malicious behaviors, JD.HK Open Platform will impose relevant punishments on the merchants, including but not limited to deducting credit, requesting merchants to pay defaulting fine, blocking, and kicking the merchants out.
22) If merchants don't comply with the management measures of the platform, JD.HK Open Platform will adopt relevant violation handling measures on the merchants, including but not limited to deducting credit, requesting merchants to pay defaulting fine, blocking, and kicking the merchants out.
23) Other violations recognized by JD.HK Open Platform.
4. When the punished merchants correct all their defaulting behaviors according to the Credit Management Rules for Merchant of JD.HK Open Platform, and the right limits imposed by violation handling measures have expired and are fully performed, the merchants could have access to all their normal rights.
5. For merchants' first or non-intentional violation, JD.HK Open Platform will correct the behaviors and inform the merchants accordingly, and request the merchants to carry out self-inspection.
Section 4 Violation handling enforcement
1. Users' violation will be detected through the complaints of other users and right holders or the investigation of JD.HK Open Platform.
2. If the commitment or description made by the merchants is against the rules, unless the evidence or judgment is proved to be wrong, the violation handling will not be terminated or withdrawn.
3. JD.HK Open Platform will enforce the measures on the serious violation of merchants according to the Credit Management Rules for Merchant of JD.HK Open Platform. Please see the violation handling section of the Credit Management Rules for Merchant of JD.HK Open Platform.
Section 5 Violation appealing
1. If JD.HK Open Platform provides access to online violation appeals for the violation notice, merchants shall confirm or initiate violation appeals within 7 days after the violation handling is released. If merchants don't conduct any behavior within 7 days, they will be deemed to agree with the violation handling, and the violation handling will automatically come into effect.
2. If JD.HK Open Platform provides access to online violations appealing for the violation notice, and if merchants don't agree with the violation handling after receiving the violation notice, they could initiate violation appealing in the back-end system of JD.HK Open Platform along with relevant evidence within 7 days after the violation handling is released. Merchants can only appeal once for the same violation handling; If JD.HK Open Platform doesn't provide access to online violations appealing for the violation notice, merchants cannot appeal.
3. JD.HK Open Platform will review the appealing materials submitted by the merchants and reply with relevant decisions after receiving the appealing materials. If the appealing is approved, the relevant violation handling will not come into effect; If the appealing is not approved, the relevant violation handling will come into effect.
4. In order to guarantee appealing efficiency and improve appealing approval rate, merchants shall provide complete, true, and effective evidence according to the requirement of JD.HK Open Platform when initiating violation appealing, including but not limited to: chatting records, screenshots, links, pictures, sound records, delivery documents [complete and clear screenshots of logistics and delivery bills, and the bill number should be consistent with the number uploaded in the order (original copy is available at any time), and the pictures of online logistics information query details (the screenshots of the query results on the official website is preferred)], pictures of order details (order ID, logistics bill number of the order, receiver's information), etc. If merchants provide fake evidence, JD.HK Open Platform will adopt relevant handling measures according to the "disturbing platform operation order" provision in the Credit Management Rules for Merchant of JD.HK Open Platform.
Chapter VI Rewards and Enforcement
Section 1 Reward mechanism
In order to improve the influence of JD.HK Open Platform, JD.HK Open Platform will provide rewards for the merchants with good comprehensive performance, including credit rewards and financial rewards.
Section 2 Reward description and enforcement
Merchants' violation credit and reward credit will not set off each other and will be calculated separately.
Supplementary Provisions
1. Unless otherwise specified, the "Day" in the Rules refers to the continuous natural day, for example, 7 days refers to 7 consecutive days.
2. Any conduct of users of JD.HK Open Platform, which happened before the effective date or modification date of the Management Rules, shall be subject to the rules effective at that time. Any such conduct arising after the effective date or modification date of the Management Rules, the Rules shall govern.
3. JD.HK Open Platform may adjust the Management Rules from time to time according to the platform operation and disclose such adjustment to the merchants through the announcement on "JD.HK Open Platform". The adjusted Rules shall come into effect upon the announcement.
4. General Rules for the Management of JD.HK Open Platform is released on November 17, 2015.
Welcome every merchant to provide us with suggestions on platform rules, you can send an email to jdw-qingting@jd.com. Thank you for your support and attention to JD.HK Open Platform.