After-sales Service Management Rules of JD.HK Open Platform
Chapter I Overview
These After-sales Service Management Rules of JD.HK Open Platform are hereby formulated in order to ensure the timely resolution of after-sales exchange, return, maintenance and other issues between the merchants and the consumers in the process of transaction, and shall apply to all merchants of JD.HK Open Platform.
Chapter II Description of After-sales Service
2.1 After-sales service
After-sales service includes guidance and consultation on the use of commodities; Handling of exchange, return or maintenance application by client; Processing of other complaints related to after-sales service.
2.2 Principle of self after-sales service
After consumers purchase commodities from JD.HK Open Platform, the merchants shall provide consumers with exchange, return, maintenance and other relevant after-sales services according to relevant rules, including the After-sales Service Management Rules of JD.HK Open Platform, the rules for subscribing after-sales service products/insurance products by the merchants, labels on the detail pages, warranty certificate and relevant national laws and regulations, etc.
2.3 Principles for solving after-sales dispute
JD.HK Open Platform encourages consumers and merchants to solve their disputes through negotiation. Should negotiation fail or in case of any special circumstance, JD.HK Open Platform will step in and solve the dispute according to the relevant after-sales policies, in which case the merchant shall provide the consumer with relevant after-sales service according to the result of dispute handling by JD.HK Open Platform.
Chapter III Rules of After-sales Service
3.1 Consumer may apply for "exchange/return/after-sale services" online and go through procedures of return within 7 days after the date when the commodity is sold to the consumer (subject to the actual date when the consumer takes the delivery of commodity) due to quality problem or any other issues not attributable to the consumer. The main commodity shall be returned in good conditions and with complete accessories and gifts. The specific standards of return are as follows:
退货类别 Type | 具体描述 Description | 是否支持7天（含）内退货 7-Day (inclusive) return applicable or not | 是否收取返回运费 Return freight chargeable or not | 备注 Note |
商品质量问题 Quality issues | 出具检测报告或经京东国际商家售后确认属于商品质量问题。 Quality issue is detected in the inspection report or is confirmed by the merchant of JD.HK. | 是 Yes | 否 No | 建议联系京东国际开放平台商家客服处理。 Consumer is suggested to contact the customer service of the merchant of JD.HK Open Platform. |
到货物流损、缺件或商品描述与网站不符等原因 logistics loss or missing, or the product description is inconsistent with that on the website. | 物流损指在运输过程中造成的损坏、漏液、破碎、性能故障，经售后人员核查情况属实。缺件指商品原装配件缺失。 Logistics loss refers to any damage, liquid leakage, breaking and performance fault during the transport process verified and confirmed by the after-sales service staff. Missing means that the original accessories are missing. | 是 Yes | 否 No | 审核期间可能需要快递人员证明或要求您提供实物照片等，以便售后人员快速做出判断并及时处理。 During the check, consumer may be required to provide courier's certification or photos so that the after-sales service staff can make judgment and dispose the issue in a timely manner. |
其他原因 Others reasons | 除以上两种原因之外，如个人原因导致的退货。 Return caused by any other reasons (e.g. personal reasons) other than the two reasons above. | 否 No | — |
3.2 Instructions
3.2.1 Rules for determining the actual date of receipt
1) In case of any commodity delivered by JD, the actual date of receipt shall be the date when the consumer actually signs for the commodity;
2) In case of any commodity not delivered by JD, the actual date of receipt shall be the actual delivery date shown on the third-party logistics platform. In case the valid date of receipt can't be found on the third-party logistics platform, the customer service staff of JD.HK Open Platform will communicate with the consumer based on distance and other relevant factors, and confirm the actual date of receipt in person.
3.2.2 JD.HK Open Platform offers 7-day return service: considering that all commodities sold by merchants of JD.HK Open Platform are delivered from bonded warehouse or overseas warehouse, JD.HK can only offers 7-day return service; in other words, consumers may apply for return of commodities within 7 days after the date when consumers confirm receipt of commodities, provided that the return is not attributable to consumers. The wording of "not attributable to consumers" above refers to damage not caused by consumers (e.g. transportation), quality issues, wrong delivery, missed delivery or non-conformity to description on the commodity page.
3.2.3 Contact: in case of any issue of commodity purchased from any third-party merchant of JD.HK Open Platform, JD.HK Open Platform encourages the consumer and the merchant to solve the issue through negotiation. Should negotiation fail, the consumer should call the customer service line of JD.HK Open Platform (4006069933) for resolution; the consumer may also apply for dispute resolution through the following route on JD client: My - customer service - transaction dispute.
3.2.4 Commodity pictures and information are for reference only. Due to shooting lights, color difference on different displays or other reasons, there might be color difference between the commodity shown in pictures and the real commodity which does not belong to a quality problem, and the real commodity shall be the actual item offered by the merchant.
3.2.5 All commodities purchased from JD.HK Open Platform are delivered from bonded warehouse or overseas warehouse. If the consumer has already applied for refund before the courier services company collects the commodity (subject to the collection time shown in its system), the merchant will check, review and approve the application within 24 hours and the merchant shall not deliver the commodity to the consumer without prior consent of 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. The order can't be canceled in any other circumstances.
3.2.6 Dongquan coupon can only be used to purchase commodities in JD.HK stores of JD.HK Open Platform, and will not be returned in case of return of commodity.
3.3 Description of other returns of commodities
服饰内衣、运动户外等服饰类商品 Clothing, underwear, outdoor sports and other clothing commodities | 1.质量问题; 1. Quality issues; 2.到货物流损、缺件或商品描述与网站不符等原因 2. logistics loss or missing, or the product description is inconsistent with that on the website. | 1.属于质量问题的，请将检测报告、附件、说明书、购物凭证、包装、商品一并返回办理退货手续。2.属于物流损等原因的，请将商品及附件（说明书、包装、赠品等）、购物凭证等一并返回办理退货手续。 1. In case there is any quality issue, the consumer shall return the commodity together with the relevant inspection report, accessories, specification, voucher and package and go through formalities of return. 2. In case of return caused by logistics loss, the consumer shall return the commodity together with accessories (specification, package and gift, etc.) and voucher and go through formalities of return. | 1.因个人原因造成的商品损坏（如自行修改尺寸、洗涤、皮具打油、刺绣等），不予退货； 1. In case of any damaged attribute to the consumer (e.g. change the size of the commodity without permission, wash, coat with oil, embroider, etc.), the application for return will be rejected; 2.出于安全和卫生考虑，贴身用品如内衣裤，袜子，泳衣类商品不予退货，经权威部门检测商品存在内在质量问题者除外。 2. In consideration of safety and sanitation, intimates (e.g. underclothes, socks, swimwear) can't be returned, except where there is an inherent quality issue of commodity found by the authority through inspection. |
宠物生活类 Pet supplies | 宠物食品一经售出，无质量问题概不退货。 Pet food sold can't be returned unless there is any quality issue. | ||
食品饮料、医药保健、生鲜、酒类 Food and beverage, medicines and healthcare products, fresh food, wine | 1.食品饮料、保健食品类商品属于特殊商品，一经售出拆开包装后不予退货。 1. Food, beverage and healthcare products belong to special commodities and can't be returned once sold if the packing is unwrapped. 2.为了保证食品安全，请您在收到食品饮料、保健品类商品时仔细查验商品及保质期，您签收后的食品饮料、保健品类商品将不接受退货。 2. For food safety, the consumer shall carefully check the food, beverage or healthcare product received and its expiration date. Any food, beverage or healthcare product signed and received by the consumer can't be returned. 3.对于保健品类商品，请您食用前认真阅读使用说明书，禁忌人群切勿食用。 3. Before eating a healthcare product, the consumer shall carefully read the instruction, and the person with contraindication can't use the corresponding healthcare product. | ||
母婴、玩具乐器 Mother and baby food, music instrument toys | 1.母婴食品、婴儿用品、贴身衣物属于特殊商品，一经售出，不予退货； 1. Mother and baby food, baby products and underwear belong to special commodities and can't be returned once sold. 2.为了保证母婴类食品安全，请您在收到母婴食品类商品时仔细查验商品及保质期，您签收后的母婴食品类商品将不接受退货，但国家食品质量监督检验机构公告的有质量问题的商品除外。 2. For food safety, the consumer shall carefully check the mother and baby food received and its expiration date. Any mother and baby food signed and received by the consumer can't be returned unless there is any quality issue announced by the competent national food quality supervision and inspection agency. | ||
个人护理、美妆护肤 Personal care, beauty care | 1.出于安全和卫生考虑，贴身用品、化妆品不予退换货，经权威部门检测商品存在内在质量问题者除外。 1. For safety and sanitation, intimates and cosmetics can't be returned, except where there is an inherent quality issue of commodity found by the authority through inspection. 2.包装含防伪码的商品防伪码一经刮开不予退。 2. Any commodity with an anti-counterfeiting code on its package can't be returned once the code is scratched. 3.化妆品过敏问题不属于质量问题。 3. Allergy to cosmetics does not belong to quality issues. | ||
手机通讯、电脑/办公、数码、家用电器 Mobile communication, computer/office supplies, digital products, household appliances | 1.游戏、软件类商品含授权/激活信息（包括且不限于序列号SN、激活码、CDKEY等）为特殊商品不予退货。 1. Game and software commodities include authorization/activation information (including but not limited to serial number, activation code, CDKEY) and belong to special commodities which can't be returned. 2.包装含防伪码的商品防伪码一经刮开不予退货。 2. Any commodity with an anti-counterfeiting code on its package can't be returned once the code is scratched. | ||
钟表、珠宝首饰 Watch, jewelry | 1.质量问题。 1. Quality issue 2.贵金属、珠宝及其镶嵌制品中的黄金、铂金、钯制品及K金含量不足发票或饰品签上标注的（允许误差范围 2. The gold, platinum, palladium or Karat gold content in precious metal, jewelry or inlaid wares is lower than the content shown in the invoice or label (allowable error range: +0.01g~-0.01g）。 3、3.贵金属、珠宝及其镶嵌制品与发票或饰品签标注等级不符的。 3. The grade of precious metal, jewelry or inlaid wares is inconsistent with that shown in the invoice or label. | 1.属于质量问题的，请将检测报告、附件、说明书、购物凭证、包装、商品一并返回办理退货手续。 1. In case there is any quality issue, the consumer shall return the commodity together with the relevant inspection report, accessories, specification, voucher and package and go through formalities of return. 2.属于物流损等原因的，请将商品及附件（说明书、包装、赠品等）、购物凭证等一并返回办理退货手续。 2. In case of return caused by logistics loss, the consumer shall return the commodity together with accessories (specification, package and gift, etc.) and voucher and go through formalities of return. | 1.如商品有包装破损或缺失附件的，不予退货。 1. In case the package is damaged or any accessory is missing, the commodity can't be returned. 2.佩戴饰品时造成变色、斑点、污染、折断、变形、开裂、松动、掉石、出现擦痕等的不予退货。 2. If the commodity discolors, spots, or is contaminated, broken off, out of shape, crazes, looses, drops jewel or has graze, it can't be returned. 3.对于高档首饰都附带国家级宝玉石鉴定中心出具的鉴定证书，如果您对此有任何质疑，请到出具该证书的鉴定机构进行复检。 3. High-end jewelry is accompanied by the appraisal certificate issued by the state-level gem and jade appraisal center. In case the consumer has any doubt, he/she should go to the relevant appraisal center for re-inspection. 4.手表类商品以下情况不予办理退货： 4. Watch can't be returned in any of the following circumstances: a.如果商品自身携带的产品序列号与销售商售出的不符； a. The serial number on the watch is inconsistent with that provided by the seller; b.已佩戴过的商品和受损、污染的商品； b. The watch has been worn, or is damaged or contaminated; c.任何因非正常使用及保管导致出现质量问题的商品； c. The watch has any quality issues caused by improper use or storage; d.缺少随商品附带的保修卡、配件等； d. The warranty card or accessory is missing; e.商品已打开塑封包装或撕开开箱即损贴纸者，但有质量问题除外； e. The plastic package is opened, or the disposable packing label is torn, except where there is any quality issue; f.将商品存储、暴露在超出商品适宜的环境中； f. The watch is stored in or exposed to any improper environment; g.未经授权的修理、误用、疏忽、滥用、事故、改动、不正确的安装； g. The watch is repaired without authorization, misused, omitted, abused, altered or improperly installed, or any accident happens to the watch; h.食物或液体溅落造成损坏； h. Any food or liquid splashes on the watch and causes damage to the watch; i.商品使用中出现的磨损，非质量问题； i. Wear and tear in the process of use doesn't belong to quality issue; j.手表表带经过调整，但有质量问题除外。 j. The watchband is adjusted, unless there is any quality issue. |
3.4 Return process
Log in and visit "my JD", click repair/return or exchange under customer service, and click "apply" shown on the home page of repair/return or exchange.
For the commodity bought by a consumer on JD.HK Open Platform, the merchant of JD.HK Open Platform will directly provide after-sales services. In case the consumer raises any objection to the resolution result, JD.HK Open Platform encourages the consumer and the merchant to solve the issue through negotiation. Should negotiation fail, the consumer should call the customer service line of JD.HK Open Platform for resolution.
3.5 Commodities can't be returned in any of the following circumstances:
1) The commodity is not sold by or on the merchant/channel of JD.HK Open Platform (e.g. serial number is inconsistent);
2) The guarantee period of the commodity has expired;
3) The commodity is repaired without authorization, misused, omitted, abused, altered or improperly installed, crashes, has liquid inside, or any accident happens to the commodity, as a result of which a quality issue arises; the label, serial number or false proof mark of the commodity is altered or torn, as a result of which the commodity is not in good conditions and it can't be determined whether the commodity is sold on JD.HK Open Platform;
4) The warranty card or other relevant information of the commodity is not available or is altered, or the commodity itself is inconsistent with such information;
5) The package is damaged, the commodity is wrongly delivered, or the delivery is missed, and the consumer fails to apply for return within 48 hours upon his/her receipt of the commodity, in which case the commodity can't be returned.
6) As for any misinformation caused by the consumer's technological level or the service environment, or in case the description by the consumer is inconsistent with the actual condition of the commodity, JD.HK Open Platform will reject the return application and send back the original commodity to the consumer.
7) Other circumstances where the return application is rejected according to laws or the Rules.
3.6 Return of commodity
To check and verify the repair/return or exchange application, JD.HK Open Platform may call the consumer to know the condition of the commodity. If the consumer wants to inquire the commodity return address, he/she should check the text message or visit the page of "check repair/return or exchange".
1) In case the commodity is sold by any third-party merchant on JD.HK Open Platform, and if the merchant fails to receive the commodity to be returned by the consumer within 30 days after
the repair/return or exchange application is approved, the repair sheet will be deemed to be rejected automatically.
2) In case the commodity is sold by any self-operation merchant of JD.HK, and if the merchant fails to receive the commodity to be returned by the consumer within 15 days after the repair/return or exchange application is approved, the repair sheet will be deemed to be rejected automatically, and the consumer may apply for repair/return or exchange again.
3) Return address: If the consumer wants to inquire about the commodity return address, he/she should check the text message or visit "check repair/return or exchange".
3.7 After-sales service freight rules
In case the return service is provided by the merchant on JD.HK Open Platform, the consumer needs to send the commodity to the merchant or mail it to the merchant's return address. For any return not attributable to the consumer, the merchant on JD.HK Open Platform will compensate the consumer for the freight. In case the Parties have any dispute over the freight, JD.HK Open Platform encourage the Parties to solve the dispute through negotiation. Should negotiation fail, the consumer should call the customer service line of JD.HK (4006069933).
3.8 Description of refund
The commodity sold by the third-party merchant on JD.HK Open Platform can only be refunded to the original payment account of the consumer. For the deposit card, the money will be returned within 1 to 7 working days; for the credit card, the money will be returned within 1 to 15 working days.
Chapter IV After-sales Requirements and Handling of Violation
4.1 Merchants and their customer service teams (or employees) shall provide corresponding after-sales services to consumers of JD.HK Open Platform 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 control the provision of after-sales services.
4.2 The merchant shall ensure that its customer service teams (or employees) can meet the following service response time requirement and service requirement:
4.2.1 After the consumer applies for after-sales service online, the merchant shall provide its audit opinion in the after-sales system within 48 hours.
4.2.2 In case the consumer's application for after-sales service is approved by the merchant, the merchant shall explicitly give its after-sales handling opinion within 48 hours after it receives the commodity returned by the consumer (subject to the time when it signs for the commodity delivered by the logistics company); If the merchant agrees to provide the consumers with changing or returning services of commodities, and other after-sales services in case that commodities do not meet the requirements for returning, the merchant shall deliver the commodities within 48 hours after corresponding processing operations are performed in the after-sales system. Except for special agreements between merchants and consumers.
4.2.3 If the merchant provides the consumers with maintenance services, the merchant shall handle and complete the after-sales service application submitted by consumers in the after-sales system within 7 days; If the merchant needs to provide maintenance service upon receipt of the commodities, the merchant shall complete the maintenance service within 30 days after receiving the commodities returned by the consumers. Except for special agreement between merchants and consumers. If the merchant has violated Clause 4.2, JD.HK Open Platform is entitled to deal with the merchant in accordance with the general violation of "after-sales violation" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.3 The merchant shall be responsible for the overall after-sales consumer satisfaction. The monthly consumer satisfaction index shall be greater than or equal to 80% (satisfaction degree = (number of consumers showing greatest satisfaction+ number of consumers showing satisfaction) / total number of consumers participating in satisfaction surveys * 100%). If the merchant fails to meet this standard, JD.HK Open Platform is entitled to deal with the merchant in accordance with the general violation of "after-sales violation" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.4 Neither the merchant, nor the customer service team (or personnel) designated by the merchant can publish third-party information in the after-sales system, including but not limited to non-JD.HK shopping links or third-party non-JD.HK links without the permission of JD.HK Open Platform, bank account number, third-party payment account number, QR code, non-Dongdong/400 telephone instant communication account number, e-mail, physical store address, contact information without the filing permission of JD.HK Open Platform, and advertising information of commodities; If the merchant commits the above-mentioned violations, JD.HK Open Platform is entitled to deal with the merchant in accordance with the general violation of "after-sales violation" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.5 The merchant and the customer service team (or personnel) designated by the merchant are not allowed to use any form of personal attacks, insults and other uncivilized languages in the process of providing after-sales service, including but not limited to slandering, harassing, stalking, slandering, abusing consumers, using any words that cause consumer dissatisfaction or infringing on the legitimate rights and interests of consumers in other ways. If the merchant commits the above-mentioned violations, JD.HK Open Platform is entitled to deal with the merchant in accordance with the serious violation of "harassing others" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.6 The merchant and customer service team (or personnel) of the merchant shall not use Dongdong for any illegal purpose or against the purpose of a normal transaction, nor use Dongdong for any purpose other than providing services to consumers of JD.HK Open Platform, including but not limited to the following:
4.6.1 The provisions of national laws and regulations, the contract between merchants and JD.HK Open Platform, and the management regulations of JD International Open Platform for merchants shall be not violated.
4.6.2 The brand image of JD.HK and its affiliated companies or the image of any other merchants, brands or products on JD. HK Open Platform shall not be defamed.
4.6.3 Any trade secrets of JD.HK shall not be disclosed, including but not limited to decisions, plans, technologies and data related to JD.HK acquired by merchants in the contract signing and cooperation process between merchants and JD.HK.
4.6.4 Standard language shall be used when communicating with consumers of JD.HK Open Platform; reactionary, pornographic, threatening, violent and other contents shall be eliminated.
4.6.5 Documents containing images, photographs, software, or other materials protected by intellectual property rights, including but not limited to, copyright or trademark rights, shall not be transmitted unless the merchant possesses such rights or has received all necessary approvals.
4.6.6 Do not damage Dongdong in any form or disable it or operate under overload or disturb other parties to use Dongdong; Do not visit any account, computer system or network associated with the Dongdong Service without authorization; Do not use Dongdong to conduct pyramid schemes, send spam or any repeated advertising messages without consumer permission.
If a merchant violates 4.6, JD.HK has the right to deal with the merchant according to "disturbing the order of the platform" according to the serious violation in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.7 If the merchant and customer service team (or personnel) of the merchant violates any provision of this Agreement, causing losses to JD.HK and its affiliates, consumers and other parties, the merchant must assume all the compensation liability. At the same time, if the merchant violates this regulation, or a consumer has lodged a complaint against the merchant and verified, JD.HK Open Platform has the right to immediately terminate the merchant's continued use of the After-Sales System without notice.
4.8 Merchants shall be fully responsible for all behaviors occurring in the 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 merchant itself. If JD.HK Open Platform assumes relevant responsibilities for this reason, merchants agree to compensate for all the expenses and losses incurred by JD.HK Open Platform.
4.9 If the merchant and the consumer reach a compensation plan due to the reasons of the merchant or the quality of the goods, the merchant shall bear all the expenses incurred in the compensation. If the amount of compensation reached between the merchant and the consumer is paid in advance by JD.HK Open platform, the merchant shall make the corresponding payment to JD.HK Open Platform within 5 days from the date of notification, and JD.HK Open Platform shall have the right to deduct the overdue payment from the payment for goods or deposits that should be settled.
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 revised on March 29, 2019 and took effect on April 5, 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.