JD.com negotiates with merchants to respond to the effective date of the refund-only policy

Recently, both Taobao and JD.com have updated their after-sales regulations. Now, users can choose to only refund when buyers make after-sales requests that meet the relevant circumstances.

According to JD customer service, users need to negotiate and agree with the merchant before they can perform a refund-only operation. The new regulations will come into effect on December 29, 2023.

According to a JD.com insider, JD.com has launched a “refund only” service since 2014 and has continued to use it to this day. This revision of the after-sales and dispute handling rules is to further extend the "refund only" from being only applicable to JD.com's self-operated businesses to being applicable to merchants on JD.com, so that users can enjoy a more comprehensive and extensive free service on JD.com. Worry about shopping experience.

#If the goods delivered to consumers by merchants have a large number of problems such as poor quality, inconsistent descriptions, abnormal packages, etc., JD.com will respond based on consumer feedback and complaints. , reporting and big data analysis of merchants' transaction behavior, transaction patterns, account history and other dimensions to comprehensively judge whether to agree to the consumer's return or exchange application, and decide whether to implement refund only or return refund, as well as in transaction disputes Only refunds or returns for a refund.

After receiving the push message from JD.com’s system, the merchant has 7 natural days to provide valid evidence for appeal. If a merchant has objections to consumer feedback and provides valid evidence within the specified time, JD.com will handle the complaint. However, if the merchant fails to provide valid evidence within the specified time, the appeal will not be processed.

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