Handling Rules of Error-tagging Events on JD.HK Open Platform
Chapter I Scope of Application
The Rules apply to all merchants on JD.HK Open Platform.
Chapter II Definitions
Error-tagging event: Refers to the error-tagging of commodity information during the platform information display, including price, quantity, sales promotion, pictures, specifications, and other information.
Chapter III Handling Procedures
3.1 Error-tagging event report. For the order with wrong information of commodity, the merchant shall perform the contractual obligations as agreed in the order. For orders delivered by merchants, complaints and other situations will be handled according to normal orders. Where some or all of the orders of the merchant cannot be delivered, the merchant shall report them through "Merchant Backstage-Rights Service-Rights Management-Error-tagging Orders" within 2 hours after knowing or should have known that the event occurred. Consumer complaints (such as failure to deliver goods in time, etc.) generated before the report shall be handled according to normal orders.
3.2 Judgment of error-tagging event
3.2.1 After the report of the merchant, JD.HK Open Platform has the right to make judgments based on, but not limited to, JD price, transaction price, historical transaction price, conventional size, etc. If it is judged as a non-error-tagging event by JD.HK Open Platform, or it is judged as an error-tagging event by JD.HK Open Platform, but the order loss amount is less than RMB 10,000 (inclusive), the merchant shall fulfill the delivery obligation according to the order. If there is any complaint, it shall be handled according to the normal order.
3.2.2 Where it is judged by JD.HK Open Platform that it is an error-tagging event and the loss amount is more than RMB 10,000, the platform can assist the merchant to formulate an order handling scheme approved by both the merchant and the platform (the expenses arising therefrom shall be on the account of the merchant). If the platform and the merchant can not reach the order handling scheme that is approved by both parties, the merchant shall perform the delivery obligation according to the order agreement. In case of a complaint, it shall be handled according to normal order.
3.3.3 According to the Rules, the calculation method of the loss amount due to a single mismarked price is as follows: (JD price - mismarked price) * commodity quantity; In the calculation of the loss amount of newly put-on-shelves commodities, "JD price" is based on the actual market transaction price of the commodities.
3.3 Handling of error-tagging event
3.3.1 For merchants who have incurred a single error-tagging event and the order loss amount is more than RMB 10,000, for orders that cannot be delivered and have been paid, the merchants shall complete the order handling within the specified time limit according to the handling scheme agreed with JD.HK Open Platform. In case of failing to complete within the prescribed time limit, JD.HK Open Platform is entitled to take market regulatory measures such as removing the commodities from the shelves and rectifying them within a time limit, freezing the payment for commodities, etc. until the handling is completed. For consumer complaints caused by merchants' failure to deal with them on time, JD.HK Open Platform will deal with them following the solution agreed with merchants.
3.3.2 Requirements for handling time limit
3.3.2.1 For order quantity ≤ 500, the merchant is required to complete 80% of the total order quantity of a single event within 5 days after the scheme is formed (the cancellation of the order is deemed to be completed), and the rest shall be completed within 3 days.
3.3.2.2 For 500 < order quantity ≤ 1,000, the merchant is required to complete 80% of the total order quantity of a single event within 7 days after the scheme is formed (the cancellation of the order is deemed to be completed), and the rest shall be completed within 3 days.
3.3.2.3 For order quantity＞1,000, the merchant is required to complete 80% of the total order quantity of a single event within 10 days after the scheme is formed (the cancellation of the order is deemed to be completed), and the rest shall be completed within 3 days.
3.3.2.4 The "order quantity" in the Rules refers to the paid order quantity of commodities with error-tagging commodity information purchased during the period of error-tagging by the merchant. The order quantity is subject to the monitoring data of JD.HK system.
Chapter IV Handling of Violation
4.1 If the merchant fails to complete the handling within the specified time, JD.HK Open Platform is entitled to deal with the merchant according to the general violation of "breach of promise" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.2 If the merchant refuses to cooperate in handling, or causes a large number of customer complaints due to improper handling, JD.HK Open Platform is entitled to deal with the merchant according to the serious violation of "breach of promise" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.3 If there are three or more error-tagging events in the same merchant in three consecutive months, or a single error-tagging event has a significant impact, JD.HK Open Platform is entitled to deal with the merchant according to the serious violation of "disturbing the order of the platform" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.4 For merchants within 90 days (inclusive) of the newly opened store, if there is an error-tagging event for the first time, they are exempted from the treatment of illegal deduction of points.
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 21, 2018 and took effect on December 28, 2018.
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.