JD.HK Management Rules for Delayed Delivery
General violations
Article 6
Delayed delivery: refers to the behavior that the merchant fails to send the commodity to the consumer within the agreed time and causes damage to the consumer's rights and interests (except for the commodity involved in incorrect marking); This agreement does not apply to commodity that cannot be shipped or delayed due to order system failure, national holidays, and force majeure, etc., commodity delayed for shipment due to objective reasons such as international logistics cycle and customs clearance, and commodity for which the buyer and seller have otherwise agreed on the shipping time). In addition to this, any of the following cases shall be regarded as delay of shipment by the merchant (the order time refers to the time recorded in JD.HK system when the consumer successfully pays for the commodity).
3.6.1 If the merchant does not upload the express waybill number of the commodity ordered by a consumer to the JD.HK system within 48 hours after the successful placement of the order (subject to the time recorded in the JD.HK system).
3.6.2 Within 72 hours after the successful placement of the order, the consumer cannot check the tracking information from the courier company for the package (subject to the time recorded in the system of the courier company).
3.6.3 For commodity with a separately agreed shipping time, such as customized, pre-sale and other special circumstances, the merchant shall calculate the shipping time from the last day of the promised shipment, and if the commodity are not actually shipped within the time agreed upon in 3.2.1 and 3.2.2.
Merchants who violate this circumstance will be dealt with according to the delivery situation (timeliness rate of 72-hour package collected = volume of orders collected for delivery/volume of orders placed within 72 hours) as follows:
Timeliness rate of weekly 72 hours package collection of store < 95%, a deduction of 1 point, and for commodity with seriously delayed shipment, the penalty of 7 days downgrading will be given; At the same time, depending on the severity of the circumstances, JD has the right to postpone the settlement of the merchant's payment or freeze all of its payments in JD.
Note: Order volume assessed = valid physical orders - volume of removed orders
Volume of removed orders = custom orders, orders of aggregated mode, gift orders, suspended, locked, delayed payment, do not open, price difference, supplementary postage, supplementary shipment.
Click to view the original text of the Management Rules for Merchant Violation Points of JD.HK Open Platform
1. What is the time limit for shipment on the platform?
Please refer to the Rules for Shipping Management of JD.HK Open Platform for details of shipping management.
2. If a consumer files a complaint about me, I've also compensated the consumer, would I still be deducted points?
In order to ensure that all merchants in JD.HK trade in a fair environment, points deducted here will still be recorded, so merchants should be mindful of that.
3. "For commodity with a separately agreed shipping time, such as customized, pre-sale and other special circumstances" in the rules, the shipping time of which place should prevail for customized and pre-sale commodity?
Customized/aggregate commodities should be reported to the corresponding operation in advance before they can be put on the shelves for sale, and the expected latest shipping time needs to be described in an obvious position on the product description page; The shipping time of pre-sale commodities is based on the time posted on the pre-sale commodity page; Direct mail commodities should be shipped within 120 hours after the buyer's payment; Orders not listed above in special circumstances without agreed shipping time should be shipped within 72 hours after payment by the buyer.
4. How to deal with cases where shipments are not done on time according to the promised time limit due to special circumstances?
The merchants can file for delayed shipments via email (jdwbaobei@jd.com). Delayed shipments must be prominently highlighted on the store's home page and commodity detail page, with basic elements including the reason for delayed shipment, affected links, expected shipping/delay time, etc. It should be noted that the content indicated must be the estimated delayed shipping time, "shipment upon arrival of commodity", "delivery XX days after package sent", "shipment upon arrival of commodity or shipment as soon as possible" and other ambiguous expressions will not be accepted for filing. Delayed shipments due to the seller's circumstances, such as overselling, out of stock, staff error, etc., will not be accepted for filing. Scenarios and related requirements for delayed shipments that can be filed.
Direct mail/customized/aggregated mode shall be reported to the corresponding operators, who will review, approve and file it via e-mail;
Evidence of communication and agreement with consumers due to untimely uploading of personal information, mismatch, overage of consumer purchase limit, etc., including but not limited to Dongdong chat logs, text messages, phone calls, etc., shall be provided;
Customs clearance exceptions should be proved with the provision of relevant evidence, such as the official notice issued by Customs, and if the order has been shipped on the day of filing, the shipping bill number shall also be provided;
In the case of logistics stoppage due to special circumstances, the official notice issued by the logistics company should be provided;
Delayed shipment due to governmental reasons, such as the implementation of express mail control in Beijing during the Two Sessions, the corresponding notification statement should be provided;
Delayed shipments due to war, epidemics, natural disasters, etc.;
Other scenarios that JD.HK considers could be filed for delayed shipments.
For other details, please refer to the Notice of Rules on Delayed Shippment Filing for Merchants on JD.HK Open Platform.
Supplementary Provisions:
1. Any conduct of the merchant of JD.HK Open Platform, which happened before the effective date of the Management Rules, shall be subject to the rules effective at that time. Any such conduct arising after the effective date of the Management Rules, the Rules shall govern.
2. JD.HK may adjust the Management Rules at any time according to the platform operation and disclose such adjustment to the merchants in the form of announcement on JD.HK Open Platform. By settling on JD.HK Open Platform, the merchants acknowledge that they accept the Management Rules that will be adjusted and issued from time to time.
3. The merchant 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. Any matters uncovered in the Rules shall be handled by JD.HK Open Platform at its discretion. But JD.HK Open Platform's handling of the merchants does not exempt them from the legal liability they should bear. Any conduct of the merchants on JD.HK shall also be subject to the agreements signed with JD.HK and its affiliates. Any default shall be deemed as a breach of the Rules.
4. The Rules were revised on August 31, 2020 and took effect on September 7, 2020.
Welcome every merchant to provide us with suggestions on platform rules, you can send an email to jdw-qingting@jd.com. Thanks.