Oct 29, 2020|
JD Applies New Services to Provide Better Shopping Experience during Singles Day
by Rachel Liu
Shopping festivals are no longer only about promotions. According to the 618 Ecommerce Platforms Service Satisfaction Report released by Retail Lab under Southern Metropolis Daily, price only ranks No.3 among the key concerns for customers in shopping, and service has surpassed price to become a top focus for customers. JD has launched a series of innovative services covering different businesses in this Singles Day to provide customers with a better shopping experience.
Mobile Phone
During this Singles Day, JD is providing 43 services for mobile phone consumers, including the highly popular trade-in, one-hour delivery, 30-day no reason return, and two other new services. JD’s Singles Day pre-sales period is being held October 21st -31st, and the official sales period is from November1st -11th. Customers can pay a deposit during the pre-sale period and then pay the rest when the official sale begins, and enjoy a cheaper price.
Typically, this would be that customers wouldn’t receive their products right away, but JD has arranged for some of the mobile phones to be pre-ordered and paid for earlier, and then JD will deliver the products same- or next-day. If the price happens to drop further after November 1st, the price difference will be deposited in customers’ accounts automatically. As the first e-commerce platform to launch this service, JD has witnessed its growing popularity among customers – data shows that over 50% of the customers chose to enjoy the products ahead of time instead of waiting for official sales.
Another service is the 1.2 times refund. If customers find that the prices of mobile phones bought on JD are lower during the Singles Day period, JD will provide a refund that equals 1.2 times the price difference. JD also continued its 30-day return service and expanded it to most of the mobile phone products on the platform, while the industry standard is usually 7-day return window.
Consumer Goods
This Singles Day, pet owners don’t need to worry about buying the wrong pet food on JD. During big promotions, pet owners tend to stock up on pet food, but they can’t guarantee that their pets will enjoy the taste. JD Super, JD’s online supermarket, has launched a new service which allows customers to return already-opened pet food that their pets don’t like. During Singles Day period, the service is expanded from seven days after customers receive the orders to 30 days. JD Super also extended its refund policy to 30 days – from November1st to November 30th, customers who find that prices of items they previously bought are even lower can apply for a refund of the price difference.
Fresh Food
JD Fresh launched nine after-sales services to ensure customers enjoy high-quality, fresh and healthy food. If customers having problems with their orders, such as damaged packages or food quality issues, they can apply for after-sales service within 48 hours. Customers can enjoy a refund directly without the need to send the old products back. For example, October and November are hairy crab season in China and many consumers visit JD to buy hairy crabs. Any customer who finds a dead crab in their order can immediately receive two live hairy crabs.
Health Consultancy
COVID-19 has made customers get familiar with online health consultancy. To enable more customers to enjoy premium health care resources, JD Health invited over 100 doctors from AAA hospitals (the highest tier of hospitals in China) in different areas to provide free consultancy services for JD customers during this Singles Day.
Additionally, as many customers began to decorate their new homes with the improvement in the COVID-19 situation, JD has been providing comprehensive home furnishing services including measurement service at customers’ doorsteps, free delivery and installment of furniture, and 30-day no reason return.
Dec 20, 2024|
Dada NOW Receives “Leading Restaurant Empowerment Platform” Award at the 10th China Catering Innovation Conference
On December 19, Dada NOW, China’s leading local on-demand delivery platform under Dada Group, was awarded the “Leading Restaurant Empowerment Platform” accolade at the 10th China Catering Innovation Conference in Shanghai. Celebrated for its innovative 4D Service Standards, Dada NOW delivers professional, flexible, intelligent, and customizable services to top food and beverage brands including CHAGEE, KFC, Luckin Coffee, McDonald’s, and Pizza Hut, garnering extensive acclaim within the catering industry.
4D Service Standards
The “Leading Restaurant Empowerment Platform” award honors platforms that provide comprehensive and professional services to restaurant businesses. Leveraging years of experience with leading restaurant brands, Dada NOW has crafted its 4D Service Standards to effectively address delivery challenges and enhance service quality. These standards include:
- Dedicated: Integrated solutions for warehousing, picking, and delivery.
- Dynamic: Tailored delivery solutions for diverse vendor scenarios, including store-stationed and crowdsourced rider options.
- Data-driven: Efficient data management systems utilizing AI technology for order dispatching, fulfillment timeliness, and quality inspection.
- Designable: Customized services for large supermarkets and restaurant merchants to bolster brand value.
Fast and Accurate Delivery
In the fast-paced food delivery sector, Dada NOW’s survey data indicates that 63% of brand merchants and consumers expect timely delivery, 21% prioritize location accuracy, and 9% value punctual pickup. Dada NOW completes delivery in as quickly as 9 minutes, with a 99.5% on-time completion rate and a 98% accuracy delivery rate. Real-time order matching is achieved in as fast as 0.3 seconds, ensuring fast and accurate service.
Unlike delivery providers that only focus on a single merchant type, Dada NOW provides both supermarket and restaurant deliveries. The differing peak times between these sectors allow for capacity complementation, enhancing efficiency and reducing costs. With a nationwide network of over a million riders and an industry-leading on-demand delivery model, Dada NOW has executed over 900 million route plans, swiftly allocating resources during peak periods such as lunch and dinner rushes, new product launches, and promotional events.
Customized Solutions for Merchants
To meet the strong customization needs of brand merchants, Dada NOW can offer bespoke services for each store, integrating its delivery capacity, products, and technological solutions. A notable example is the partnership with Sam’s Club, for which since 2017 Dada NOW has developed customized solutions in delivery capacity models, co-branded equipment, rider training, and system integration. This collaboration has achieved nearly 100% coverage of customized rider equipment such as helmets, uniform and delivery containers, and provides excellent customer service experiences. This highly effective collaboration demonstrates Dada NOW capabilities that are also transferrable to the restaurant sector.
Luckin Coffee, a long-standing partner of Dada NOW, exemplifies the high standards in the coffee and tea beverage sector, achieving a “30-minute delivery rate of 99.9%” to maintain peak freshness delivered to customers’ doorsteps. Dada NOW’s flexible rider network effectively manages peak demands and large order volumes during product launches and promotions through an intelligent order dispatching system, ensuring optimized delivery routes and careful handling to prevent issues like coffee spillage. Since 2023, this partnership has earned Dada Now several accolades from Luckin Coffee, including the “Best Strategic Cooperation Award” and “2023 Outstanding Delivery Partner,” with rider Tu Yanping being recognized as one of four “Annual Gold Riders” nationwide.
Dada Group operates two core businesses: JD NOW, formerly known as JDDJ, an instant retail platform, and Dada NOW, a local on-demand delivery service. Leveraging its extensive crowdsourced delivery network of millions of riders, Dada NOW provides a comprehensive service system open to merchants and individual senders across various industries and product categories. The company’s two platforms operate independently and collaboratively.
(vivian.yang@jd.com)
Dec 13, 2024|
JD.com Targets 5 Billion RMB with Chilean Product Partnership as 2024/25 Season Cherry Sales Launch
On December 12, JD Super, the supermarket division of JD.com (also known as JINGDONG), launched the Chilean Specialties Festival and kicked off 2024/25 Chilean cherry sales with the recent arrival of the first “Cherry Express” ship in China. In a ceremony attended by the Chilean Ambassador to China, H.E. Mr. Mauricio Hurtado, JD Super signed a strategic cooperation agreement with Chilean brands, aiming to achieve 5 billion RMB in sales of Chilean products, including cherries, wine, and salmon, over the next three years.
The sea-freight Chilean cherry sales launch event was officiated by Ambassador Hurtado, Chao Junwen, Secretary-General of the China Chamber of Commerce for Foodstuffs and Native Produce, and Juan Latife, General Manager of Garces Fruit China, Chile’s leading cherry exporter.
Through large-scale direct sourcing, JD’s procurement team has reduced the import costs of Chilean cherries, offering consumers prices that are approximately 15% lower than those on other e-commerce platforms for the same grade and size.
To ensure quality and proper grading, JD Super has introduced a caliper offering this season. Each box of cherries comes with a caliper that allows consumers to accurately grade the fruit and ensure they have received high-quality Chilean cherries.
Since late October, JD’s online channels and its 7Fresh omnichannel supermarket chain have been selling the season’s air-freight Chilean cherries. This product offering, which has been met with enthusiasm from Chinese consumers, is supported by JD’s extensive national cold-chain logistics network and instant delivery services that can deliver orders within 30 minutes, making it easy and affordable for users to enjoy the early batch of Chilean cherries.
“This large-scale procurement cooperation will allow JD Super to continue leveraging our strong supply chain capabilities and work closely with Chilean partners to offer a wider variety of Chilean products at competitive prices and services to Chinese consumers,” said a spokesperson of JD Super.
(vivian.yang@jd.com)
Richard Liu on Poverty Alleviation: Better to Teach People Fishing than to Give them Fish
