There are three different types of after-sale requests:

1. Common easy to answer questions.

· Common questions can typically be handled without merchants getting involved. This can be done either by setting up JD customer service chatbots with pre-set responses, or if a customer is not satisfied with a chatbot’s responses, by JD’s own customer service team. 

· Note: Your registered agent can help to set up the JD customer service chatbot with pre-set responses to common questions.

· Note: This system helps reduce the amount of time merchants need to spend responding to customers and gets responses to customers faster. 

· Note: An example of a common customer question that can be easily answered is: “Has my product shipped yet? When will it arrive?”

Returns and Refunds:

2. Required return/refund requests, which must be supported by merchants based on JD platform rules.

· These requests will be automatically executed by JD’s customer support team. Fees to cover the product cost will be assessed based on the type of request, listed in the table below. 

· Any return/refund fees that are required to be covered by the merchant (“Customer refused delivery” or “Product Quality issues”) will be automatically deducted from your store’s monthly receivable bill prior to payout. 

3. Optional return/refund cases, which fall outside the scope of the above JD platform requirements.

· These requests will be escalated to your registered agent, who is the registered after-sales contact for your store. 

· Note: JD Marketplace recommends merchants set policies for which optional request types to support and reject with registered agents in advance, to increase response times and improve store ratings. 

· Note: JD.com’s search and recommendation algorithms take into account store initial response times and request resolution times. First responses to requests are typically expected within 24 hours, and resolutions typically happen 48 hours. Late responses or no response can, conversely, impact store search rankings.

Fees for Returns Shipping and Warehousing:

There are two costs to consider for returns:

1. Returns shipping:

· JD Logistics will handle returns for your product delivery to your registered agent’s returns address. 

· The fees for returns are standardized and listed in the table below, and will be automatically deducted from the store’s monthly receivables bill prior to payout. 

2. Returns storage:

· Your registered agent will hold your returned products in their returns warehouse, and charge a standard fee per piece per day until you sell the inventory. Fees are listed below.