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.
Apr 18, 2024|
JD.com Awarded 2024 INFORMS Prize for Excellence in Operations Research and Analytics
JD.com is honored to announce that it has been awarded the 2024 INFORMS Prize. This recognition makes JD.com the first Asia-based enterprise to receive the award, highlighting its pioneering use of advanced analytics and operations research/management sciences (OR/MS) within its business operations.
The INFORMS Prize is awarded an organization that has repeatedly applied the principles of advanced analytics and OR/MS in pioneering, varied, novel, and lasting ways. Previous recipients include Walmart, Wayfair, Amazon, UPS, Booz Allen Hamilton, BNSF Railway, Walt Disney Company, U.S. Air Force, General Motors, Intel, HP, IBM, Ford, Procter & Gamble and GE Research.
Speaking on behalf of the selection committee, Mehmet Gumus, 2024 INFORMS Prize committee chair, remarked: “JD.com is showcasing data science as a source of business success and a necessary element to achieve customer satisfaction with continuous and dedicated practice. JD.com is truly deserving of this prestigious prize, and the entire O.R. and analytics community joins INFORMS in thanking them for their priceless contributions to the field and the business world.”
JD.com’s commitment to enhancing operational efficiency and customer service through OR/MS has been integral to its success. The company has developed an independently managed intelligent supply chain system that utilizes cutting-edge operations research algorithms to optimize warehouse management and logistics operations. This includes the operation of hundreds of intelligent warehouses and dozens of “Asia No. 1” intelligent logistics parks.
“We are honored to accept the INFORMS Prize and will continue to be steadfast in our dedication to leveraging the transformative potential of operations research,” said Sandy Xu, CEO of JD.com. “Our company’s supply chain not only aims to lead the industry, but also enhance the efficiency and well-being of our entire ecosystem.”
By the end of the fourth quarter of 2023, JD’s supply chain infrastructure assets had grown to RMB 153.8 billion, an increase of 16% year-on-year. Managing over 10 million self-operated SKUs, JD has achieved a global leading average inventory turnover of 30.3 days. This operational prowess enables JD to fulfill 95% of retail orders within 24 hours, significantly enhancing customer satisfaction and setting new standards in the industry.
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JD Super’s Ninth Annual “Baby Party” Campaign: Supporting Families with Newborns
JD Super, JD.com’s omni-channel supermarket division, successfully concluded its ninth annual “Baby Party” campaign, which ran from April 1st to 14th. Collaborating with leading brands from home and abroad, the campaign introduced new products and services designed to improve the shopping experience and reduce expenses for families with newborns.
Pioneering services included the “Fresh Milk Powder Express,” guaranteeing delivery of farm-to-consumer baby formula within 28 days, and the “Free Diaper Offers for Newborns” initiative, set to distribute one million diaper packs annually. Moreover, the “Life’s First Bottle” project significantly reduces the costs of high-quality milk bottles by offering them exclusively online at a 50% discount.
JD Super’s specialized after-sales services extend to over 90% of the company’s self-operated products, offering services such as free returns or exchanges. Another highlight was the introduction of the Chun Rui milk formula, developed in partnership with Feihe, a leader in infant milk production. This collaboration ensures top-quality products at better value for families.
Additionally, JD Super launched an online portal dedicated to public welfare activities, which promotes cost-saving measures, shares knowledge on baby care, and supports charity initiatives.
As part of its commitment to philanthropy, JD Super donated essential baby supplies valued at over one million yuan to 1,000 families in the economically disadvantaged Liangshan Yi Autonomous Prefecture of Sichuan Province, supporting local parents in this region.
The 2024 Report on Cost of Childbearing and Childrearing in China shed light on the challenges faced by parents, including limited free time and growing anxiety over rising costs and product safety. JD Super aims to mitigate some of these concerns by providing support to families nationwide.
JD Ramps Up Omni-channel for 2022 Singles’ Day Grand Promotion
