Oct 26, 2022|
Lightning-Fast Refunds and More: JD Upgrades Customer Services
by Yiming Yan
As JD.com kicks off its 2022 Singles Day Grand Promotion with the theme of “A More Solid Life,” customers will enjoy exemplary services as JD’s full link service inputs have increased by more than 50 percent annually.
“The JD 2022 Singles Day Grand Promotion will bring more comprehensive, and warm service for customers,” said Chen Lin, vice president of JD.com and head of platform business for JD Retail.
To address the problem of price fluctuations during the long period of the promotion, JD is offering a 30-day price guarantee policy that covers over 500 million items, also applicable to goods purchased with coupons.
JD has also introduced a number of worry-free return options in the after-sales sector. Home appliances, mobile phones, baby products, and other items are covered by the “180-day exchange without repair” policy, and lightning-fast refunds can return money in as little as one second.
JD has also introduced tailored services for different consumer demographics. For instance, “Elders Exclusive Customer Service” updates seven services specifically for the senior population. To provide pet owners with a full variety of pet-raising services, JD has also launched the website “Pet Adviser.” Parents who purchase diapers from JD can benefit from a 90-day unconditional return or change policy to make sure their baby is healthy and comfortable.
JD will also safeguard customers’ logistic experience throughout this Singles Day Grand Promotion. Consumers in more than 200 cities can enjoy fast logistics experience, with purchases delivered within hours.
Additionally, JD Logistics has unveiled a “full insurance” service that enables consumers to receive a full refund in the event that there are issues with the delivery. To ensure logistics effectiveness, the Phase II Project of JD’s Asia No. 1 Logistics Park also started operating a few days before the Singles Day Grand Promotion.
Service has long been one of JD’s key competitive advantages in addition to cost-effective authority goods, and with more than 50 percent yearly growth in inputs for full link services, JD has elevated the service to a first-class level during this Singles Day Grand Promotion.
Nov 7, 2024|
CIIE 2024: JD.com to Expand Imports of Specialty Brands, Strengthen Healthcare Partnerships, and Enhance Logistics
At the 7th China International Import Expo (CIIE) on November 5, JD Super, the supermarket division of JD.com, announced a major initiative to broaden its selection of imported specialty. Over the next three years, JD Super plans to introduce over 1,000 new international brands to meet the increasing demand for high-quality, diverse imported goods.
Meeting the Growing Demand for Quality Imports
According to JD Worldwide’s “White Paper on 2024 China Cross-Border Consumption Trends,” more than 80% of Chinese consumers are interested in imported products, with many prioritizing authenticity, quality, and fast delivery. In response, JD has significantly expanded its range of international offerings. During the ongoing Singles’ Day Grand Promotion, sales of cross-border products have surged, with more than 600 brands experiencing a sales increase of over 100% compared to last year.
Strengthening High-Quality Food Partnerships
Demonstrating JD.com’s commitment to sourcing high-quality products, JD Super signed a new procurement agreement at CIIE with Huadong Foods and Teys, a major Australian beef brand under Cargill. Under this agreement, JD Super and Huadong Foods will procure $50 million of Teys beef throughout 2025. This partnership underscores JD’s strategy of collaborating with trusted suppliers to provide high-quality, affordable beef to Chinese consumers.
Delivering Authentic Global Goods Efficiently
JD Logistics has built a robust logistics network that spans bonded, direct mail, and overseas warehouses, facilitating fast deliveries of imported items across categories such as electronics, fashion, beauty, food, and baby products. In many major cities, delivery times have been reduced to under 48 hours.
For instance, JD Super’s partnership with Raub of Malaysia enables the import of Musang King durians, which are harvested at peak ripeness and air-shipped with cold chain logistics for delivery within 24 hours. Additionally, JD.com also secured an early supply of Chilean cherries, available since October, which can be delivered in as little as 30 minutes in many areas through JD NOW, its on-demand retail service.
JD.com’s “JD National Pavilions” program, which features over 150 country-themed flagship stores from more than 70 countries and regions, continues to be a cornerstone of its import strategy. Supported by embassies and reputable organizations, this initiative offers Chinese consumers access to premium products and cultural experiences from around the world. In April, JD launched the JD National Pavilion of Mali, introducing popular items like shea butter and garnering over 40,000 followers.
Expanding Healthcare and Logistics Partnerships
JD Health is also making strides at CIIE by strengthening partnerships with leading global healthcare companies, including Merck, Bayer, and Roche. As “China’s premier online health access point,” JD Health is committed to integrating digital and physical healthcare resources to improve access and convenience for patients.
Key collaborations include initiatives with Haleon to promote brain health and anti-aging for the “silver economy,” with MSD China on a digital diabetes management model, and with Teva Pharmaceuticals to provide patient education for conditions such as tardive dyskinesia (TD) and Huntington’s disease (HD).
On the logistics front, JD Logistics announced plans to double its overseas warehouse space by 2025 and expand its network of bonded and direct mail warehouses. JD Express now serves over 60 countries, enhancing cross-border delivery efficiency and supporting both brands and consumers.
Through these efforts, JD.com reaffirms its commitment to sourcing and delivering authentic, high-quality imported products to Chinese consumers, supported by an advanced supply chain that ensures a superior shopping experience.
(vivian.yang@jd.com)
JD Ramps Up Omni-channel for 2022 Singles’ Day Grand Promotion
