Transaction Timeout Rules of JD.HK Open Platform
Chapter I Scope of Application
The Rules apply to commodity orders on JD.HK Open Platform.
Chapter II Transaction Timeout Nodes and Limitation Requirements
The Parties of the transaction on JD.HK Open Platform shall conduct the transaction according to the transaction process set by the JD.HK Open Platform. The timeout rules involved in the transaction process are as follows:
2.1 According to the payment timeout rules, the system will automatically close the transaction in case of the consumer fails to pay within the following time limit from the time of placing the order:
Order Status | Status Description | Timeout | Timeout Action |
Waiting for payment | Waiting for consumers to pay | 24 hours | The system will automatically cancel the order and close the transaction if the customer fails to pay within 24 hours after placing the order. |
Note: Where the merchant sets a special payment time limit (subject to the actual time limit displayed on the order payment page), the system will automatically cancel the order and close the transaction if the consumer does not pay within the special payment time limit after placing the order.
2.2 Timeout rules for delivery (refer to the relevant regulations of the Delivery Management Rules of JD.HK Open Platform)
2.2.1 Delivery: The merchant shall upload the express waybill number of the consumer's commodity order delivery to JD.HK System and click Delivery within 48 hours upon the transaction is concluded. If the delivery time promised by a special commodity merchant on the commodity page is different from the above requirements, the special promise standard shall apply.
2.2.2 Collection: Consumers can query the tracking information of the express company of the order within 72 hours after the transaction.
2.2.3 In case of shortage, the merchant shall contact the consumer by telephone within 24 hours after the generation of the consumer's order. In case of commodity exchange, the merchant shall inform the consumer of the arrival time of the commodity; where the commodity cannot be exchanged, it is necessary to obtain the consent of the consumer and submit the application for order deletion within 24 hours.
2.3 Timeout rules for confirmation of receipt
The timeout rules for merchants not confirming receipt within the following time limit from the date of delivery are as follows:
Order Status | Status Description | Timeout | Timeout Action |
Waiting for confirmation of receipt | Waiting for consumer to confirm receipt | 1. Three days after the order is serviced; 2. No status of being serviced, but the order with logistics information is 23 days after the time of the last logistics information; 3. The order without any logistics information is within 60 days after the delivery by the merchant. For the user clicking "Delay Receiving", please refer to the remarks below. | For not clicking to confirm receipt, the system will automatically change to complete. |
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注1：京东快递配送的订单不适用此规定。“系统自动变更为完成”即为“关单”。
Note 1: This provision is not applicable to orders delivered by JD express. The "system automatically changes to complete" means "close order".
Note 2: For the order delivered by the third party express, the user is provided with one and only one "Delay Receiving" button within 3 days after the time of serviced status, and the button will be displayed for 3 days. If the user clicks "Delay Receiving", the order will be closed for another 5 days from the time when the user clicks the button.
Note 3: For the order delivered by the third party express, after the last logistics information of the order, the user will be provided with one and only one "Delay Receiving" button from the 21st day to the 23rd day, and the button will be displayed for 3 days. If the user does not click "Delay Receiving", the order will be closed on the 23rd day after the last logistics information. If the user clicks "Delay Receiving", the order will be closed for another 5 days from the time when the user clicks the button.
2.4 Timeout rules for refund
Consumers can apply for a refund from the time of payment, and the specific timeout provisions for refund are as follows:
Order Status | Status Description | Timeout | Timeout Action |
Not delivered | Order not delivered, and the consumer application for the cancellation of order | 1 day | If the consumer applies for the cancellation of the order and the merchant does not check it within 24 hours, the system will automatically check it and then the order will enter into the refund process. |
Delivered | Order delivered, and the consumer application for the cancellation of order | 3 days | If the consumer applies for the cancellation of the order and the merchant does not check it within 3 days, the system will automatically check it and then the order will enter into the refund process. |
Logistics to be followed up | For delivered orders, the merchant can mark the status of the refund order as "logistics to be followed up" when approving the refund order generated by canceling the order through the interface, and this refund order will enter into the process of "logistics to be followed up". | 7 days | After the merchant marks "logistics to be followed up", if the merchant does not check within 7 days, the system will automatically check it and then the order will enter into the refund process. |
2.5 Timeout rules for after-sales service (refer to the relevant provisions of the Merchants After-sales Service Management Rules of JD.HK Open Platform), where a consumer applies for after-sales service after confirming the receipt of the commodities:
Service Order Status | Status Description | Timeout | Timeout Action |
To be checked | The consumer submits after-sales service order after confirmation of receipt | 48 hours | If the customer applies for a return and generates a service order, if the merchant does not check it within 48 hours, the system will automatically check it (Saturdays, Sundays, Spring Festival holidays, and National Day holidays are not timed) |
To be delivered by the consumer | The merchant agrees the consumer to deliver the commodity | 7 days | If the consumer does not fill in the delivery information, and no return is received within 7 days after the approval of the merchant, the service order will be closed automatically. |
To be received/handled | The consumer has sent out the returned commodity, waiting for the merchant to receive/ the merchant has confirmed the receipt of the returned commodity and wait for the merchant to give the opinions on handling | 10 days | After the consumer puts forward the return and uploads the express order number in the system, if the merchant does not confirm the receipt of the commodity or does not handle the commodity after receiving the commodity within 10 days, JD.HK Open Platform will refund the money to the consumer according to the merchant's consent, and JD.HK will deduct the corresponding payment from the merchant at the time of settlement. |
2.5.1 Where after-sales service such as the return of commodity is provided to consumers, the merchant shall give opinions on post-sale handling within 48 hours upon receiving the commodities returned by consumers.
2.5.2 Where maintenance services are provided to consumers, the merchants shall complete the maintenance services within 30 days upon receiving the commodities returned by consumers.
2.6 Timeout rules for disputes (refer to the relevant provisions of the General Rules for Transaction Dispute Settlement of JD.HK Open Platform), where a consumer applies for dispute settlement:
Disputed order status | Status Description | Timeout | Timeout Action |
To be replied | The disputed order is transferred to the merchant after the consumer initiates the dispute order, and the merchant is required to reply | 36 hours | The disputed order is transferred to the merchant after the consumer initiates the dispute order. If the merchant does not reply within 36 hours, the system will automatically switch to the intervention of JD.HK Open Platform. |
To be evidenced | The customer service of JD.HK has intervened and asked both parties to provide evidence | 4 hours (working day) | The customer service of JD.HK has intervened and asked both parties to provide evidence. Where the merchant fails to provide sufficient evidence within 4 hours (9: 00-18: 00 on working days), it means that the merchant gives up, and JD.HK Open Platform will judge the responsibility according to the existing evidence. |
To be executed | The customer service of JD.HK has judged the responsibility, and the merchant is required for implementation. | 1 day | The customer service of JD.HK has determined the responsibility of the merchant and the merchant is required for implementation. If the merchant fails to take the initiative to execute and give back the execution statement within one day, it will be handled by JD.HK Open Platform according to the result of the judgment. |
Appealable | The arbitration order is completed and the merchant can appeal | 7 days | The appeal period of a merchant is 7 days, and no appeal can be filed beyond the time limit. |
2.7 Timeout rules for commodity comment
Consumers can comment on the commodities as soon as the order is completed, and the timeout provisions of the time limit of the commodities comment are as follows:
Order Status | Status Description | Timeout | Timeout Action |
Completed | The consumer has received the commodity | 60 days | After the completion of the transaction, consumers can comment on the commodities and services for the first time within 60 days. |
90 days | After the transaction is completed, consumers can comment on the service within 90 days. | ||
180 days | After the completion of the transaction, consumers can add comments on the commodities within 180 days. |
2.8 For the normal transaction on JD.HK Open Platform, if both sides of the transaction do not carry out the corresponding operation within a certain period of time
(timeout and no operation), the system will automatically execute the operation; and all the consequences caused by the failure of the merchants to deal with them in time shall be on the account of the merchants.
Chapter III Supplementary Provisions
3.1 Unless otherwise specified, the "Day" in the Rules refers to the continuous natural day, for example, 7 days refers to 7 consecutive days.
3.2 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.
3.3 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. 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.
3.4 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.
3.5 The Rules were released on March 22, 2019 and took effect on March 29, 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.