Shipping Management Rules for Merchants on JD.HK Open Platform
Chapter I Overview
In order to ensure the smooth completion of transactions, allow consumers to receive their commodities as soon as possible, and improve the service capability of merchants, we have formulated the Shipping Management Rules for Merchants on JD.HK Open Platform.
The Rules apply to all merchants on JD.HK Open Platform.
Chapter II Rules on Shipping Management
2.1 Requirement for shipping and package collection time
2.1.1 Shipping: Within 48 hours after the transaction is completed (meaning the time of successful payment by the consumer as recorded in the JD.HK system), the merchant shall upload the courier waybill number for the shipment of the consumer's commodity order to the JD.HK system and click "out of warehouse" (subject to the out-of-warehouse time of shipment as recorded in the JD.HK system); If the shipping time promised by the merchant on the commodity page for special commodities is different from the above, or if there is a special agreement with the consumer, such promise or agreement shall apply.
2.1.2 Package collection: within 72 hours after the successful placement of the order, the consumer can check the tracking information from the courier company for the collection of the package (subject to the time recorded in the system of the courier company).
2.1.3 In case of promotional activities and specific holidays initiated by the JD.HK Open Platform, the shipping time shall be subject to the notice or announcement of JD.HK Open Platform.
2.2 Shipping and packaging management
In a shipping package (including but not limited to the outer box, internal folder, return page, sealing tape, etc.), the merchant can add information such as the link to the store on JD.HK Open Platform and the QR code link, etc.; The shipping package must not contain store information from other platforms (including but not limited to links, QR codes, contact information, etc.), or information not related to the store's commodity.
2.3 Receiving address management
The merchant shall deliver goods to the address filled in by the consumer in the order. When the consumer and the merchant agree to modify the delivery address, the goods shall be delivered to the said modified address. If the commodity needs to be picked up by the consumer at a designated location, the merchant shall inform the consumer and obtain the consumer's consent before shipment (subject to the out-of-warehouse time recorded in the JD.HK system).
2.4 Management of shipping methods
Merchants shall deliver the goods in the agreed delivery method, except for the case where the consumer's consent is obtained before the delivery (subject to the time of leaving the warehouse recorded in the JD.HK system).
2.5 Management of shipping logistics
2.5.1 If the merchant and the consumer have agreed on a specific carrier (e.g. a logistics company) for shipment, the merchant should use the agreed carrier for delivery; otherwise, the consumer has the right to reject the commodity, and the loss therefrom shall be borne by the merchant.
2.5.2 Merchants shall use shipping methods with receipts or proofs for package collection and acceptance signing. If a consumer requests to use a shipping method without receipt or proof for package collection and acceptance signing (hereinafter referred to as "ordinary mail"), the merchant shall inform the consumer of the risks of such a method through Dongdong before the shipment.
2.5.3 In case no updates of the logistics information is published after the commodity has been shipped (except for the package collection information, more than___pieces of logistics information has been updated, other than the receiving information), the merchant shall assist the consumer to check the cause of the said situation of no logistic information updates and the whereabouts of the commodity (e.g. failure with the courier's logistic system).
2.5.4 When the goods tracking record is not complete or no valid information is available on the website of the carrier (e.g. a logistic company) selected by the merchant, the consumer has the right to initiate a refund application and the merchant shall recall the commodity that has been shipped and take the responsibilities for the risks therefrom, e.g. damage, loss and missing during the return, as long as the commodity has not been delivered to the consumer within 30 days (excluding failure in customs clearance or delay due to the consumer's fault) after the date of shipment by the merchant (subject to the out-of-warehouse time recorded in the JD.HK system).
2.5.5 When it's discovered that the delivery is out of the covered territory after the merchant has shipped the commodity, the merchant and the consumer shall proceed with the delivery as agreed between the two, if applicable; subject to no separate agreement, when the consumer agrees to pick up the goods by themselves, the cost for picking up goods will be borne by the merchant.
2.6 Failure of customs clearance
In case of customs clearance failure in 30 days after the merchant ships the commodity (subject to the out-of-warehouse time recorded in the JD.HK system) , the consumer has the right to apply for a refund and the merchant shall recall the commodity that has been shipped at its own cost and take the responsibilities for the risks therefrom, e.g. damage, loss and missing during the return.
2.7 Other shipping issues
2.7.1 When the consumer has applied for refund before the courier collects the commodity (subject to the package collection time shown in the courier's system), the Merchant shall check, review and approve the refund application within 24 hours and not ship the commodity without prior consent from the consumer. In case the merchant unilaterally delivers the commodity to the consumer without permission after the consumer applies for refund, the consumer shall be entitled to reject the commodity, in which case the merchant shall take back the commodity by itself, except where the consumer has signed for and confirmed the receipt of commodity.
2.7.2 After the consumer has placed an order, the merchant shall not refuse to ship the commodity on the excuse that the commodity is out of stock.
2.7.3 The merchant shall package and send the ordered commodity in accordance with the order details and the web page product description.
Chapter III Handling of Violation
3.1 Management of shipping packaging violation
If the merchant's shipping package (including but not limited to the outer box, internal folder, return page, sealing glue/tape, etc.) contains information of stores on other platforms (including but not limited to links, QR codes, contact information, etc.), or information that is not related to the store's commodity, JD.HK Open Platform has the right to handle the problem according to the general violations of "publishing or pushing third-party information" as provided for in the Credit Management Rules for Merchant of JD.HK Open Platform.
3.2 Management of missing items
If the merchant does not package and ship the ordered commodities in accordance with the order details and web page description, and the consumer complains that items (such as accessories, gifts or commodities) are missing from the order received, etc. (referred to as "missing items"), JD.HK Open Platform has the right to deal with the problem according to the general violations of "breach of promise" in accordance with the Credit Management Rules for Merchant of JD.HK Open Platform, and the merchant shall still make up the delivery of the missing items to the consumer.
3.3 Out-of-stock management
The JD.HK Open Platform does not allow situations where merchants are unable to ship any orders, after they have been placed, due to commodities out of stock. Merchants should check their inventories and update the system information in a timely manner and take down out-of-stock commodities. If a situation does arise where the merchant could not make the shipment because the commodities are out of stock, he/she should contact the consumer by phone within 24 hours after the consumer's order is generated and inform the consumer of the arrival time of the commodities if the merchant needs to get the commodities transferred from another store/place, and if the commodities cannot be transferred, he/she should clearly obtain the consent of the consumer and submit an application for the deletion of the order within 24 hours. If a consumer complains due to the failure to contact the consumer or due to a merchant's lack of commodities, the JD.HK Open Platform will handle the complaint in accordance with the general violation of "Breach of Promise" in the Credit Management Rules for Merchant of JD.HK Open Platform.
3.4 Late shipment
Merchant who violates the time limitation requirement of delivery and collection will be regarded as delayed delivery. JD.HK Open Platform is entitled to deal with the general violation of "delayed delivery" according to Credit Management Rules for Merchant of JD.HK Open Platform
3.5 Compensation
3.5.1 For delayed delivery and out of stock orders, consumers have the right to apply for "reminder" at the front desk. Merchant needs to respond to the application effectively within 3 hours (9:00-18:00 on weekdays) and contact consumers for communication. If the merchant fails to respond to the reminder application in time, the consumer has the right to apply for the "compensation" at the foreground. The merchant needs to review the compensation application within 24 hours. If the application is not approved within the time limitation, the system will automatically approve and complete the compensation.
3.5.2 If consumers apply for transaction disputes due to the delivery problems of merchants, JD.HK Open Platform will make judgments based on the provisions of laws and regulations, agreements and rules, as well as the evidence materials provided by consumer and merchant, and require the merchant to bear the corresponding compensation responsibility.
3.6 Abnormal reports
In case of large-scale national events, weather factors, system docking problems, power failure, warehouse inventory, warehouse relocation, customs clearance and other special matters (referring to the order delivery delay caused by cellar observation reasons), merchants can report the delayed delivery. For details, please refer to Appendix 1 JD.HK Open Platform Delayed Delivery of Commodity Report Manual.
Chapter IV API Docking Management
The merchant that calls JD.HK API interface information to complete all order operations must comply with JD.HK API Interface Management Rule. Merchant is not allowed to complete the order information of JD.HK Open Platform by using the data calculated or pieced together by themselves. In case of violation of the regulations, JD.HK Open Platform is entitled to deal with the merchant under the JD.HK API Interface Management Rule.
Chapter V Supplementary Provisions
5.1 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.
5.2 JD.HK Open Platform may adjust the management rules from time to time according to the platform operation and disclose such adjustments to the merchants through the 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.
5.3 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 matter left unmentioned 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 Open Platform 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.
5.4 The Rules were released on December 27, 2018 and takes effect on January 3, 2019.
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.