京东国际开放平台Shopify商家售后服务管理规则
Rules for After-sales Services Management of Shopify Merchants on JD.HK Open Platform
第一章 概述
Chapter I Overview
为保证shopify商家与消费者交易过程中售后问题能够及时有效的解决，特修订《京东国际开放平台Shopify商家售后服务管理规则》。
The Rules for After-sales Services Management of Shopify Merchants on JD.HK Open Platform (the Rules) is hereby revised with a view to ensure the timely and efficient resolution of after-sales issues between Shopify merchants and consumers during transaction.
第二章 售后服务说明
Chapter II Description of After-sales Services
2.1售后服务：售后服务包括商品的使用指导与咨询；客户提出的商品退货的处理；其他与售后相关的投诉问题的处理等。
2.1 After-sales services: After-sales services include guidance and consultation on use of commodities; Handling of exchange and return application by the client; Processing of other complaints related to after-sales services.
2.2 商家自主售后原则：消费者在京东国际开放平台购买商家商品后，商家应当按照相关规则为消费者提供退货售后服务，相关规则包含但不限于：《京东国际开放平台售后服务管理规则》、商家自主开通售后服务产品的相关规则、商品详情页标注、国家法律规定等。
2.2 Principle of self after-sales services of the merchants: After consumers purchase commodities from JD.HK Open Platform, the merchants shall provide consumers with after-sales services regarding exchange and return of commodities according to the relevant rules, including but not limited to the Rules for After-sales Services Management of JD.HK Open Platform, the rules for subscribing after-sales services products by the merchants, labels on the detail pages, as well as the relevant laws and regulations of the People’s Republic of China, etc.
2.3售后纠纷问题处理原则：京东国际开放平台鼓励消费者与商家协商解决问题，如无法协商一致或遇特殊情况，京东国际开放平台将介入按照相关售后政策进行处理，商家应按照京东国际开放平台的处理结果提供相应的售后服务。
2.3 Principles for settlement of after-sales disputes: JD.HK Open Platform encourages consumers and merchants to settle their disputes through negotiation. Should negotiation fail or in the case of any special circumstances, JD.HK Open Platform will step in and settle the dispute according to the relevant after-sales policies, in which case the merchant shall provide the consumer with the relevant after-sales services according to the result of dispute settlement by JD.HK Open Platform.
第三章 售后服务规则
Chapter III Rules of After-sales Services
3.1自商品售出之日（以实际收货日期为准）起7日内因质量等非客户原因，客户可以在线提交“售后”申请办理退货事宜。退货时请保持主商品完好，附件齐全，并将商品的赠品一并返回，具体退货标准如下：
3.1 Consumer may apply for “return” by submitting a request for after-sales services online within 7 days after the date when the commodity is sold to the consumer (subject to the actual date when the consumer receives the commodity) due to quality defect or any other issues not attributable to the consumer. The main commodity shall be returned in good conditions and with complete accessories and gifts. The specific standards of return are as follows:
退货类别 Type | 具体描述 Description | 是否支持7天（含）内退货 7-Day (inclusive) return supported or not | 返回运费 Return freight | 备注 Note |
商品质量问题 Quality issues | 商家和消费者出具检测报告或经京东国际商家售后确认属于商品质量问题。 Quality issues indicated on the inspection reports issued by the merchant and consumer, or confirmed by the merchant of JD.HK. | 是 Yes | 商家承担 Borne by the merchant | 建议消费者联系京东国际开放平台商家客服处理。 The consumer is suggested to contact the customer service staff of the merchant on JD.HK Open Platform. |
到货物流损、缺件或商品描述与网站不符等原因 The commodity is subject to logistics loss or missing, or the commodity description is inconsistent with that on the website. | 物流损指在运输过程中造成的损坏、漏液、破碎、性能故障，经售后人员核查情况属实。缺件指商品原装配件缺失 Logistics loss refers to any damage, liquid leakage, breaking and performance fault during transport verified and confirmed by the after-sales service staff. Missing means that the original accessories are missing. | 是 Yes | 到货物流损由物流承担 Logistics loss is borne by the logistics company | 审核期间可能需要快递人员证明或要求您消费者提供实物照片等，以便售后人员快速做出判断并及时处理。 During the check, the consumer may be required to provide the courier's certification or photos so that the after-sales service staff can make judgment and dispose the issue in a timely manner. |
其他原因 Other reasons | 除以上两种原因之外，如个人原因导致的退货。 Return caused by any other reasons (e.g. personal reasons) other than the aforesaid two reasons. | 否 No | - | - |
3.2事项说明
3.2 Instructions
3.2.1判断实际收货日期规则：
3.2.1 Rules for determining the actual date of receipt:
（1）目前所有Shopify订单都默认京东物流配送，以客户实际签收日期为准；
(1) Currently, all orders on Shopify are delivered by JD Logistics by default, so the actual date of receipt shall be the date when the consumer actually signs for the commodity;
（2）联系方式：购买京东国际开放平台第三方商家商品，出现以上问题时京东国际开放平台鼓励消费者先与商家协商解决，如无法协商一致的，请拨打京东国际开放平台客服专线4006069933解决；也可以发起在京东客户端“我的-客户服务-交易纠纷”中发起交易纠纷解决。
(2) Contact: in the case of any issue of commodity purchased from any third-party merchant on JD.HK Open Platform, JD.HK Open Platform encourages the consumer and the merchant to solve the issue through negotiation. Should the negotiation fail, the consumer shall call the customer service line of JD.HK Open Platform (4006069933) for settlement. The consumer may also apply for settlement of disputes through the following route on JD client: My - Customer Service - Transaction Dispute.
（3）商品图片及信息仅供参考，因拍摄灯光及不同显示器色差等问题可能造成商品图片与实物有色差，并不属于质量问题，一切以实物为准。
(3) Commodity pictures and information are for reference only. Due to shooting lights, color difference on different displays or other reasons, there might be color difference between the commodity shown in pictures and the real commodity. Such difference shall not be deemed as a quality problem, and the real commodity shall be the actual item offered by the merchant.
（4）京东国际开放平台Shopify商品从境外发货，消费者在取消订单时效内进行申请，商家应配合消费者进行审核退款，如商家特殊情况仍要继续发货的，应当先征得消费者的同意。若商家未经消费者的同意在消费者申请退款后强行发货的，消费者有权选择取消订单，此时商家应当自行追回已经发出的商品，并自行承担物流费用（海外集货仓已签收情况除外）
(4) All Shopify commodities purchased from JD.HK Open Platform are delivered from overseas warehouses. If the consumer has already applied for refund within the valid period for cancellation of order, the merchant shall cooperate to review the application and refund. The merchant shall not deliver the commodity to the consumer without prior consent of the consumer. In the case that the merchant unilaterally delivers the commodity to the consumer without permission of the consumer after the consumer applies for refund, the consumer shall be entitled to cancel the order, in which case the merchant shall take back the commodity shipped and bear the logistics fees itself, save that the overseas warehouse has signed for and confirmed the receipt of the commodity.
3.3 其他退货情况说明（消费者维度）
3.3 Description of other returns of commodities (from the consumer’s perspective)
服饰内衣、运动户外等服饰类商品 Clothing, underwear, outdoor sports and other clothing commodities | 1.质量问题; 1. Quality issues; 2. The commodity is subject to logistics loss or missing, or the commodity description is inconsistent with that on the website. | 1.属于质量问题的，请将检测报告、附件、说明书、购物凭证、包装、商品一并返回办理退货手续。 1. In the case that there is any quality issue, the consumer shall return the commodity together with the relevant inspection report, accessories, specification, voucher and package and go through formalities of return. 2. In the case of return caused by logistics loss, the consumer shall return the commodity together with accessories (specification, package and gift, etc.) and voucher and go through formalities of return. | 1. 因个人原因造成的商品损坏（如自行修改尺寸、洗涤、皮具打油、刺绣等），不予退货； 1. In the case of any damage attribute to the consumer (e.g. change the size of the commodity without permission, wash, coat with oil, embroider, etc.), the application for return will be rejected; 2. In consideration of safety and sanitation, intimates (e.g. underclothes, socks, swimwear) can't be returned, except where there is an inherent quality issue of the commodity found by the authoritative authority through inspection. | |
宠物生活类 Pet supplies | 宠物食品一经售出，无质量问题概不退货。 Pet food can't be returned unless there is any quality issue. | |||
食品饮料、医药保健、生鲜、酒类 Food and beverage, medicines and healthcare products, fresh food, wine | 1. 食品饮料、保健食品类商品属于特殊商品，一经售出拆开包装后不予退货。 1. Food, beverage and healthcare products are special commodities and can't be returned if the packing is unwrapped once sold. 2. For food safety, the consumer shall carefully check the food, beverage or healthcare product received and the corresponding expiration date. Any food, beverage or healthcare product signed for receipt by the consumer can't be returned. 3. Before eating a healthcare product, the consumer shall carefully read the instruction, and the person with contraindication can't use the corresponding healthcare product. | |||
母婴、玩具乐器 Mother and baby food, music instrument toys | 1. 母婴食品、婴儿用品、贴身衣物属于特殊商品，一经售出，不予退货； 1. Mother and baby food, baby products and underwear are special commodities and can't be returned once sold; 2. For food safety, the consumer shall carefully check the mother and baby food received and the corresponding expiration date. Any mother and baby food signed for receipt by the consumer can't be returned unless there is any quality issue announced by the competent national food quality supervision and inspection agency. | |||
个人护理、美妆护肤 Personal care, beauty care | 1.出于安全和卫生考虑，贴身用品、化妆品不予退换货，经权威部门检测商品存在内在质量问题者除外。 1. For safety and sanitation, intimates and cosmetics can't be returned, except where there is an inherent quality issue of commodity found by the authoritative authority through inspection. 2. Any commodity with an anti-counterfeiting code on its package can't be returned once the code is scratched. 2. Any commodity with an anti-counterfeiting code on its package can't be returned once the code is scratched. | |||
手机通讯、电脑/办公、数码、家用电器 Mobile communication, computer/office supplies, digital products, household appliances | 1. 游戏、软件类商品含授权/激活信息（包括且不限于序列号SN、激活码、CDKEY等）为特殊商品不予退货。 1. Game and software commodities are special commodities as they include authorization/activation information (including but not limited to serial number, activation code, CDKEY), which can't be returned. 2. Any commodity with an anti-counterfeiting code on its package can't be returned once the code is scratched. | |||
钟表、珠宝首饰 Watch, jewelry | 1.质量问题。 1. Quality issues. 2. The gold, platinum, palladium or Karat gold content in precious metal, jewelry or inlaid wares is lower than the content shown in the invoice or label (allowable error range: +0.01g~-0.01g). 3. The grade of precious metal, jewelry or inlaid wares is inconsistent with that shown in the invoice or label. | 1.属于质量问题的，请将检测报告、附件、说明书、购物凭证、包装、商品一并返回办理退货手续。 1. In the case that there is any quality issue, the consumer shall return the commodity together with the relevant inspection report, accessories, specification, voucher and package and go through formalities of return. 2. In the case of return caused by logistics loss, the consumer shall return the commodity together with accessories (specification, package and gift, etc.) and voucher and go through formalities of return. | 1.如商品有包装破损或缺失附件的，不予退货。 1. In the case that the package is damaged or any accessory is missing, the commodity can't be returned. 2. If the commodity discolors, spots, or is contaminated, broken off, out of shape, crazes, looses, drops jewel or has graze, it can't be returned. 3. Watch can't be returned in any of the following circumstances: | |
3.4 退货流程（单店模式）
3.4 Processes for return (Seller’s Mode)
3.4.1客户登陆后进入“我的京东”，点击客户服务下的退货，出现退货首页，点击“申请”即可操作。
3.4.1 Customer can log in and visit “My JD”, click Return under customer service, and click “Apply” shown on the home page of Return.
3.4.2补充规则-2.0供销模式下售后说明
3.4.2 Supplementary rules - after-sales services description under 2.0 Supplier’s Mode
说明：消费者收货7天内发起非客户原因退货：海外商家48小时进行审核，如审核同意，代销商也将自动审核通过。系统通知消费者退货，逆向物流费用商家承担；审核不同意，流转给代销商，代销商有24小时审核。在少数情况下，代销商出于店铺评分或客户满意度的考虑会同意退货，这种情况下，货权转移给代销商，货值损失及物流费用也由代销商承担。供应商/其国内售后代理商，需要在消费者发货之日起30天内完成收货、拆包、验货，根据实际情况通过或拒绝退款。超过30天时效系统将自动退款，损失由审核超时责任方承担。若消费者不认可审核意见和退款意见，可申请纠纷至京东国际宿迁客服团队进行仲裁，BC双方依据协议需遵守仲裁结果，若消费者仍不满意仲裁结果，可发起申诉。
Note: The consumer applies for return for reasons not attributable to the consumer within 7 days upon receipt of the commodity: the overseas merchant shall review within 48 hours, and the agent will also automatically approve the application if the application is approved by the overseas merchant. The system notifies the consumer to refund and the reverse logistics fee shall be borne by the merchant. Where the merchant does not approve the application, the application is transferred to the agent who shall review the application within 24 hours. In a few cases, the agent will agree with the refund application for the sake of store rating or customer satisfaction. In this case, the rights in the commodity are transferred to the agent who shall bear the loss of commodity value and logistics fee. The supplier/ it's after-sales agent in China shall receive, unpack and check the commodity within 30 days after the consumer delivers the commodity, and approve or reject the application for refund as the case may be. The system will refund automatically when the 30-day time limit expires, and the loss shall be borne by the party responsible for delayed review. Where the consumer does not agree with the approval and refund opinion, the consumer may file the dispute to the Suqian Customer Service Team of JD. HK for arbitration. The arbitration award shall be binding on the parties. Where the consumer is still not satisfied with the arbitration award, the consumer may submit a complaint.
3.5 以下特殊情况不予办理退货
3.5 Commodities can't be returned in any of the following circumstances:
（1）任何非自京东国际开放平台商家/频道售出的商品（如序列号不符等）；
(1) The commodity is not sold by or on the merchant/channel of JD.HK Open Platform (e.g. serial number is inconsistent);
（2）过质保期商品；
(2) The guarantee period of the commodity has expired;
（3）未经授权的维修、误用、碰撞、疏忽、滥用、进液、事故、改动、不正确的安装等所造成的商品质量问题，或撕毁及涂改标贴、机器序号、防伪标记等导致商品不完好或无法判断商品是否通过京东国际开放平台售出的；
(3) The commodity is repaired without authorization, misused, omitted, abused, altered or improperly installed, crashes, has liquid inside, or any accident happens to the commodity, as a result of which a quality issue arises; the label, serial number or false proof mark of the commodity is altered or torn, as a result of which the commodity is not in good conditions and it can't be determined whether the commodity is sold on JD.HK Open Platform;
（4）前述信息与商品不符、被涂改的；
(4) The warranty card or other relevant information of the commodity is altered, or is inconsistent with the actual information of the commodity;
（5）如商品有包装损坏、错发漏发等情况，客户未在收到商品后48小时内提交退货申请，逾期将无法处理。
(5) The package is damaged, the commodity is wrongly or delivered, and the consumer fails to apply for return within 48 hours upon receipt of the commodity;
（6）由于客户技术水平、使用环境限制造成的误报以及商品实际情况与客户描述不符的，京东国际开放平台将不予受理，并会将商品原返寄回。
(6) As for any misinformation caused by the consumer's technological level or the service environment, or in case that the description by the consumer is inconsistent with the actual condition of the commodity, JD.HK Open Platform will reject the return application and send back the original commodity to the consumer;
（7）其他依法或依本规则规定不办理退货的。
(7) Other circumstances where the return application will be rejected as stipulated by the laws or the Rules.
3.6 商品返回说明：
3.6 Return of commodity:
如京东国际开放平台第三方商家，退货申请单审核通过后，30天内商家未收到客户的商品将视为自动审核不通过。
For third-party merchant on JD.HK Open Platform, if the merchant does not receive the commodity to be returned by the consumer within 30 days after the refund application is approved, the application will be deemed to be rejected automatically.
3.7 售后服务运费规则
3.7 Rules of After-sales Services Freight
非客户个人原因导致的退货，京东国际开放平台商家将承担运费。商家需要在国内有售后地址及主体，承担货物验收，销毁，运回美国。如双方对运费有异议，京东国际开放平台鼓励协商解决，无法协商一致，请拨打京东国际客户专线：4006069933。
For any return not attributable to the consumer, the merchant on JD.HK Open Platform will compensate the consumer for the freight. The merchant shall has its after-sales address and subject in China, which shall be responsible for accepting and destructing the commodity returned, and transporting the commodity back to the United States. Where the Parties have any dispute over the freight, JD.HK Open Platform encourages the parties to settle the dispute through negotiation. Should the negotiation fail, the consumer should call the customer service line of JD.HK (4006069933).
3.8 退款说明
3.8 Refund
京东国际开放平台第三方商家订单产生的退款只能原支付方式返回，到账时间：储蓄卡1-7个工作日，信用卡1-15个工作日。
The commodity sold by the third-party merchant on JD.HK Open Platform can only be refunded to the original payment account of the consumer. The refund amount will be credited in the deposit card within 1 to 7 working days, and the credit card within 1 to 15 working days.
第四章 售后要求及违规处理
Chapter IV After-sales Requirements and Handling of Violations
4.1 商家以及商家所配备的客服团队（或人员）应按照京东国际开放平台售后服务政策为来自京东国际开放平台的消费者提供相应的售后服务；如商家承诺的售后服务政策更有利于消费者，则应按更有利于消费者的政策提供售后服务。
4.1 Merchants and their customer service teams (or staff) shall provide corresponding after-sales services to consumers on JD.HK Open Platform in accordance with the product warranties and the after-sales services policy of JD.HK Open Platform. Where the merchant has its own after-sales policy more favorable to consumers, the merchant's policy shall prevail.
4.2 商家应当保证其客服团队（或人员）满足以下服务响应时效和服务要求：
4.2 The merchant shall ensure that its customer service teams (or staff) comply with the following requirements on service response time and services:
（1）消费者在线提交售后服务申请后，商家应于规定时间内在售后系统中给出相应的审核意见。
(1) The merchant shall provide its approval opinion in the after-sales system within the stipulated time after the consumer submits the application for after-sales services online.
（2）若商家同意为消费者提供退货等售后服务，则应于收到货物后48小时内（以物流签收时间为准）明确给出售后处理意见；
(2) In case that the consumer's application for exchange, refund and other after-sales services is approved by the merchant, the merchant shall explicitly give its after-sales handling opinion within 48 hours upon receipt of the commodity returned by the consumer (subject to the time when the merchant signs for the commodity delivered by the logistics company).
4.3 商家需对整体售后消费者满意度负责，月度消费者满意度指标应大于或等于80%（满意度=（非常满意量+满意量）/参与满意度调查的总量*100%）；如商家未达到该标准，京东国际开放平台有权按照《京东国际开放平台商家积分管理规则》进行相应处理。
4.3 The merchant shall be responsible for the consumers’ overall satisfaction with the after-sales services. The monthly consumer satisfaction index shall be greater than or equal to 80% (satisfaction degree = (number of consumers showing greatest satisfaction+ number of consumers showing satisfaction) / total number of consumers participating in satisfaction surveys * 100%). If the merchant fails to meet this standard, JD.HK Open Platform is entitled to apply the Credit Management Rules for Merchant of JD.HK Open Platform.
4.4 商家以及商家所配备的客服团队（或人员）不得在售后系统中发布第三方信息，包括但不限于非京东国际购物链接或未经京东国际开放平台许可的第三方非京东国际链接、银行账号、第三方支付账号、二维码、非咚咚/或400电话及时通讯账号、电子邮箱、实体店地址及未经京东国际开放平台备案许可的联系方式、广告商品信息等；如商家有上述违规行为。
4.4 Neither the merchant, nor the customer service team (or staff) designated by the merchant can publish third-party information in the after-sales system, including but not limited to non-JD.HK shopping links or third-party non-JD.HK links without the permission of JD.HK Open Platform, bank account number, third-party payment account number, QR code, non-Dongdong/400 telephone instant communication account number, e-mail, physical store address, contact information without the filing permission of JD.HK Open Platform, and advertising information of commodities; If the merchant commits the above-mentioned violations, JD.HK Open Platform is entitled to deal with the merchant in accordance with the general violation of "after-sales violation" in the Credit Management Rules for Merchant of JD.HK Open Platform.
4.5商家以及商家所配备的客服团队（或人员）不得在提供售后服务过程中使用任何形式的带有人身攻击、侮辱性等不文明的语言，包括但不限于诽谤、骚扰、跟踪、诋毁、谩骂消费者以及使用任何引起消费者不满的字句或以其他方式侵犯消费者的合法权益的行为
4.5 The merchant and the customer service team (or staff) designated by the merchant are not allowed to use any form of personal attacks, insults and other uncivilized languages in the process of providing after-sales service, including but not limited to slandering, harassing, stalking, slandering, abusing consumers, using any words that cause consumer dissatisfaction or infringing on the legitimate rights and interests of consumers in other ways.
4.6商家以及商家所配备的客服团队（或人员）不得将咚咚用于任何非法的或违背正常交易的目的，不得将咚咚用于任何为京东国际开放平台消费者提供服务之外的目的，包括但不限于以下方面：
4.6 The merchant and customer service team (or staff) of the merchant shall not use Dongdong for any illegal purpose or against the purpose of a normal transaction, nor use Dongdong for any purpose other than providing services to consumers of JD.HK Open Platform, including but not limited to:
（1）不得违反国家法律法规的规定、商家与京东国际开放平台合同的约定以及京东国际开放平台对商家的管理规定。
(1) Laws and regulations of the People’s Republic of China, the contract between merchants and JD.HK Open Platform, and the management regulations of JD.HK Open Platform for merchants shall not be violated.
（2）不得诋毁京东国际及其关联公司品牌形象或者京东国际平台上其它任何商家、品牌、产品的形象。
(2) The brand image of JD.HK and its affiliated companies or the image of any other merchants, brands or products on JD. HK Open Platform shall not be defamed.
（3）不得泄露京东国际的任何商业机密，包括但不限于商家与京东国际签订合同以及合作过程中所获知的与京东国际相关的决策、计划、技术、数据。
(3) Any trade secrets of JD.HK shall not be disclosed, including but not limited to decisions, plans, technologies and data related to JD.HK acquired by merchants in the contract signing and cooperation process between merchants and JD.HK.
（4）与京东国际开放平台消费者沟通时应当使用规范的用语，不得出现反动、色情和威胁、恐吓暴力性等内容字句。
(4) Standard language shall be used when communicating with consumers of JD.HK Open Platform. There shall be no reactionary, pornographic, threatening, violent contents.
（5）不得传送含有受到知识产权保护的图像、相片、软件或其它资料的文件，包括但不限于著作权或商标权，除非商家拥有此权利或已得到所有必要的认可。
(5) Documents containing images, photographs, software, or other materials protected by intellectual property rights, including but not limited to copyright or trademark rights, shall not be transmitted save that the merchant possesses such rights or has received all necessary approvals.
（6）不得以任何方式损坏或破坏咚咚或使其不能运行或超负荷运行或干扰其他方使用咚咚；不得在未经授权的情况下访问任何与咚咚服务关联的所有账户、计算机系统或网络；不得利用咚咚进行传销、发送垃圾信息或任何重复的未经消费者许可的广告信息。
(6) Do not damage or disable Dongdong in any form, or operate Dongdong under overload or disturb other parties in using Dongdong; Do not visit any account, computer system or network associated with the Dongdong service without authorization; Do not use Dongdong to conduct pyramid schemes, send spam or any repeated advertising messages without consumer permission.
4.7商家以及商家所配备的客服团队（或人员）违反本协议规定的任何条款，给京东国际及关联公司、消费者以及其他方造成损失的，商家必须承担全部的赔偿责任，同时，如发现商家违反本规定，或有消费者对该商家发起投诉且查证属实的，京东国际开放平台有权不经通知而立即终止该商家继续使用售后系统。
4.7 If the merchant and customer service team (or staff) of the merchant violates any provision of this Agreement, causing losses to JD.HK and its affiliates, consumers and other parties, the merchant must assume all the compensation liabilities. At the same time, if the merchant violates this regulation, or a consumer has lodged a complaint against the merchant and verified, JD.HK Open Platform has the right to immediately terminate the merchant's continued use of the After-Sales System without notice.
4.8 商家应对发生在售后系统中的所有行为负完全责任，应妥善保管系统的帐号、个人信息及相关密码。对于因未经授权的人员使用商家的售后系统而可能造成的任何损失，均将由商家自行承担，如果京东国际开放平台为此先行承担了相关责任，则商家同意赔偿京东国际开放平台因此而支出的所有费用及损失。
4.8 Merchants shall be fully responsible for all behaviors occurring in the after-sales system and shall properly keep the account number, personal information and relevant password of the system. Any loss resulting from unauthorized use of the merchant's after-sale system will be borne by the merchant. If JD.HK Open Platform assumes relevant responsibilities, merchants agree to compensate for all the expenses and losses incurred by JD.HK Open Platform.
4.9由于商家原因或商品质量等原因，商家与消费者达成赔偿或补偿方案的，商家应承担赔偿/补偿中产生的全部费用。如商家与消费者达成的赔偿金或补偿金由京东国际开放平台先行垫付的，商家应自通知之日起5日内向京东国际开放平台支付相应款项，逾期未支付的京东国际开放平台有权自应结算的货款扣除。
4.9 If the merchant and the consumer reach a compensation plan due to the reasons of the merchant or the quality of the goods, the merchant shall bear all the expenses incurred in the compensation. If the amount of compensation reached between the merchant and the consumer is paid in advance by JD.HK Open platform, the merchant shall make the corresponding payment to JD.HK Open Platform within 5 days from the date of notification, and JD.HK Open Platform shall have the right to deduct the overdue payment from the payment for goods or deposits that should be settled.
若发生包括但不限于以上违规场景京东国际有权按照《京东国际开放平台商家积分管理规则》对商家进行相应处理。
In the case of any (including but not limited to) the aforesaid circumstances, JD.HK is entitled to apply the Credit Management Rules for Merchant of JD.HK Open Platform.
第五章 商家纠纷举证
Chapter V Burden of Proof for Merchant’s Disputes
5.1 举证责任
5.1 Burden of proof
5.1.1买卖双方申请京东国际开放平台介入纠纷处理后，在纠纷处理过程中，京东国际开放平台有权要求消费者或商家提供证据证明，且有权以普通非专业人士的知识水平和能力对消费者和商家提交的相关证据材料进行鉴别和认定。
5.1.1 After the buyer and seller apply to JD.HK Open Platform for stepping in the settlement of disputes, JD.HK Open Platform is entitled to request the consumer or merchant to provide supporting materials, and to identify the relevant supporting materials submitted by the consumer and merchant with the knowledge level and ability as an ordinary non-professional.
5.1.2针对申请京东国际开放平台介入、京东国际开放平台受理的各类型纠纷所需提供的证明文件，以京东国际开放平台要求为准。
5.1.2 The submission of supporting documents for various kinds of disputes to be stepped in and accepted by JD.HK Open Platform upon the request of the buyer and seller shall be subject to the relevant requirements of JD.HK Open Platform.
5.1.3京东国际开放平台作为独立第三方，仅对双方提交的证据进行形式审查，并作出独立判断，买卖双方应自行对证据的真实性、完整性、准确性和及时性负责，并承担不能举证的后果。
5.1.3 As an independent third party, JD.HK Open Platform only organizes formal examination against the evidences submitted by the parties and makes independent judgment. The buyer and seller shall be responsible for the authenticity, completeness, accuracy and timeliness of the evidences, and shoulder the responsibility for failure in offering evidences.
5.2交易纠纷处理程序
5.2 Processes for settlement of transaction disputes
5.2.1纠纷申请和受理
5.2.1 Application for settlement of dispute and acceptance of application
5.2.2买卖双方就订单产生交易纠纷时，买卖双方可以选择自行协商。如消费者提起交易纠纷申请后36小时内，买卖双方协商未果或商家未作处理，则京东国际开放平台介入处理。由京东国际开放平台介入，京东国际开放平台有权根据京东国开放平台商家纠纷判责标准执行。
5.2.2 In the case of a transaction dispute between the buyer and seller on an order, the buyer and seller may settle the dispute via negotiation. If the negotiation fails or the merchant does not take any action within 36 hours after the consumer files the application for settlement of transaction disputes, JD.HK Open Platform will step in. In this case, JD.HK Open Platform is entitled to apply the Standards for Liability Judgment of Disputes with Merchants on JD.HK Open Platform.
5.3纠纷处理判责标准
5.3 Standards for liability judgment of disputes
（一）商品描述举证责任
(I) Burden of proof for description of commodity
5.3.1 描述不符是指消费者收到的商品与达成交易时商家对商品的描述不相符，商家未对商品瑕疵、保质期、附带品等必须说明的信息进行说明，妨害消费者权益的行为
5.3.1 Inconsistent description refers that the commodity received by the consumer is inconsistent with the description of the commodity given by the merchant upon transaction, and that the merchant does not disclose the defects, warranty period, accessories and other information need to be disclosed, which harm the consumers’ rights and interests.
5.3.2 如果消费者收到的商品与商家描述不一致，消费者有权申请退货退款，退货运费由商家承担。
5.3.2 If the commodity received by the consumer is inconsistent with the description of the commodity given by the merchant, the consumer is entitled to apply for refund and return, and the freight for return shall be borne by the merchant.
5.3.3如果交易中商家对商品的描述约定不清楚的（如：商品为均码，但未就具体尺寸进行说明）消费者有权申请退货退款，退货运费由商家承担。
5.3.3 If the merchant fails to clearly describe the commodities during transaction (e.g. Indicating that the commodity is of free size but without specific sizes), the consumer is entitled to apply for refund and return, and the freight for return shall be borne by the merchant.
（二）质量问题的举证责任
(II) Burden of proof for quality issues
5.3.4如果消费者表示收到的商品存在质量问题，并且该质量问题通过消费者提供的举证证明文件无法判断的（如商品性能故障、噪音大，气味浓等），消费者申请京东国际开放平台介入纠纷处理后，商家应当按照京东国际开放平台的要求提供商品的正规进货凭证等证明文件。
5.3.4 If the consumer informs the merchant that the commodity is defective in quality and such quality defect cannot be judged from the supporting documents submitted by the consumer (e.g. performance fault, loud noise, strong smell, etc.), the merchant shall provide supporting documents such as formal purchase vouchers as required by JD.HK Open Platform after the consumer applies for JD.HK Open Platform to step in the settlement of dispute.
5.3.5若消费者主张商品成分与商品详情页或商家承诺描述不一致，消费者签收商品后可提供含有商品成分说明的内/外包装清晰照片，京东国际开放平台将结合消费者下单时的商品快照判定是否描述不一致。
5.3.5 If the consumer claims that the composition of commodity is inconsistent with those on the commodity detail page or the description promised by the merchant, the consumer can provide a clear photo of the inner/outer package containing the description of the composition of the commodity after signing for the commodity, and JD.HK Open Platform will determine whether the description is inconsistent in combination with the snapshot of the commodity when the consumer places the order.
5.3.6若消费者主张商家出售的商品为临期商品或过期商品，并申请京东国际开放平台介入的，消费者可提供商品有生产日期/保质期等包装喷墨图片，京东国际开放平台将结合消费者下单时的商品快照判定商品是否违规销售。
5.3.6 If the consumer claims that the commodity sold by the merchant is near-expired or expired commodity, and applies to JD.HK Open Platform for stepping in, the consumer can provide ink-jet pictures of packaging such as the production date/shelf life of the commodity, and JD.HK Open Platform will determine whether the commodity is sold in violation of regulations in combination with the snapshot of the commodity when the consumer places the order.
5.3.7若消费者主张使用“清洁用品”后无效（如杀虫剂杀不死虫子、除菌剂未除菌、皮具清洁剂未清洗干净等），并申请京东国际开放平台介入的，京东国际开放平台将要求商家提供商品的正规进货凭证等证明文件证明商品是否存在问题。
5.3.7 If consumers claim that the “cleaning products” are ineffective (e.g., pesticides can't kill insects, degerming agents cannot degerm, leather cleaning agents cannot clean the leather effectively) and apply to JD.HK Open Platform for stepping in, JD.HK Open Platform will require the merchant to provide formal purchase vouchers and other supporting documents to prove whether the commodity is defective.
5.3.8如果消费者表示商品存在质量问题，且可以通过消费者提供的举证证明文件判断的（如商品开裂、衣服长短袖问题），消费者申请京东国际开放平台介入纠纷处理后，京东国际开放平台将根据商品图片或其他证明材料进行判断，直接认定是否存在质量问题。
5.3.8 If the consumer informs the merchant that the commodity is defective in quality and such quality defect can be judged from the supporting documents submitted by the consumer (e.g. Crack of commodity, uneven sleeve length, etc.), and the consumer applies to JD.HK Open Platform for stepping in, KD.HK Open Platform will directly determine whether the commodity is defective based on the photos of the commodity or other supporting documents.
（三）质量问题的检测认定
(III) Detection and identification of quality defects
5.3.9如果买卖双方就商品质量问题产生纠纷，消费者申请京东国际开放平台介入纠纷处理后，商家需要向京东国际开放平台提供相关的证明文件（如权威机构出具的质量检测报告等），且京东国际开放平台判断该证明文件有效后，消费者此时也应当按京东国际开放平台要求提供相应的检测凭证。京东国际开放平台将根据检测报告结果判定送检的检测费用由哪方承担。
5.3.9 In the case of any dispute on quality issues of the commodity between the buyer and seller, the merchant shall provide JD.HK Open Platform with the relevant supporting documents (e.g. quality inspection report issued by the authoritative organization) after the consumer applies to JD.HK Open Platform for stepping in, and the consumer shall provide JD.HK Open Platform with corresponding inspection certificate after JD.HK Open Platform verifies that such supporting documents are valid. JD.HK Open Platform will determine which party shall bear the inspection fees based on the inspection report.
注：检测机构建议使用正规权威认证机构，非正规国家认证机构出具的检测报告将视为无效举证。
Note: The testing organization engaged shall be formal and authoritative certification organization, and inspection report issued by informal certification organization will be deemed invalid.
检测 Inspection | 检测费用 Inspection fees | 检测中商品本身的损坏 Existing damage of the commodity | 送检运费 Freight for sample transportation |
商品存在质量问题 Quality defects of the commodity | 商家承担 Borne by the merchant | 商家承担 Borne by the merchant | 商家承担 Borne by the merchant |
商品不存在质量问题 There are no quality defects of the commodity | 消费者承担 Borne by the consumer | 消费者承担 Borne by the consumer | 消费者承担 Borne by the consumer |
（四）签收问题纠纷处理判责标准
(IV) Standards for liability judgment of disputes regarding signing for receipt
5.3.9消费者应当在订单中向商家提供准确的收货地址和收货人信息, 因消费者填写的收货地址和（或）填写的收货人信息不准确，导致商家发货后无法送达，运费由消费者承担。消费者只填写了收货地址，但没有填写收货人或填写的收货人信息不特定，商品在收货地址被签收的，该签收视为消费者本人签收。
5.3.9 The consumer shall provide the merchant with accurate delivery address and consignee information. The consumer shall bear the freight in the case that the commodity cannot be delivered on time due to wrong delivery address and/or consignee information completed by the consumer. Where the consumer fills in delivery address only, without or with non-specific consignee, if someone signs for receipt of the commodity at the delivery address, it is deemed that the consumer signs for receipt of such commodity.
5.3.10收货人不可拒收，如有正当理由想拒收的，可以先确认收货后，发起售后，退货退款，收货人可以本人签收商品或委托他人代为签收商品，收货人委托他人代收的行为视为收货人本人签收。
5.3.10 The consignee shall not reject the commodity. If there is just cause to reject the commodity, the consignee may confirm to receive the commodity, initiate a request for after-sales services, and then apply for return and refund. The consignee may sign for the commodity by himself/ herself or entrust others to sign for the commodity. If the consignee entrusts others to sign for the commodity, it is deemed that the commodity is received by the consignee.
注意：承运人未经消费者或收货人同意将货物放置在智能快件箱（主要指设立在公共场所,供经营快递业务的企业投递和消费者提取快件的自助服务设备），无论物流信息显示签收与否，均不属于消费者或收货人本人签收，由此产生的相应费用及货物风险需要由商家承担。
Note: Where the carrier places the commodity in the smart express box (mainly refers to the automatic service device set in the public area for the express enterprises to place and the consumer to pick up packages) without the consent of the consumer or the consignee, it is deemed that the commodity is not received and signed by the consumer or the consignee no matter whether the logistics information indicates the commodity is signed or not. All the expenses and risks regarding the commodity arising therefrom shall be borne by the merchant.
5.3.11收货人签收商品时，应当对商品进行验收。涉及商品表面一致的事项，收货人应当在确认收货前或在签收商品48小时内（京东国际开放平台另有规定除外，例如破损包赔服务）进行验收。收货人签收商品时发现表面不一致的情形，有权要求退回。需要先进行商品签收，再申请售后。对于需要先签收再打开包装查看的商品，收货人应该要求承运人当场监督并打开包装查看，如发现表面不一致，应签收后，立马发起售后。
5.3.11 The consignee shall check and accept the commodity when signing for the commodity. As for matters regarding “surface consistency”, the consignee shall check and accept the commodity in this aspect before confirming to receive the commodity, or within 48 hours after signing for the commodity (unless otherwise stipulated by JD.HK Open Platform, such as “Compensation for Damage”). The consignee is entitled to return the commodity in the case that the surface of the commodity is inconsistent. To apply for after-sales services, the consignee shall sign for the commodity first. For commodity that should be signed before unpacking, the consignee shall ask the carrier to unpack the commodity on the spot, and shall apply for after-sales services immediately after signing for reception in the case of any surface inconsistence.
注：“表面一致”：是指凭肉眼即可判断所收到的商品表面状况良好且与商品页面描述相符，表面一致的判断范围包括但不限于货物的形状、大小、数量、重量等。
Note: “surface consistency” refers that the surface of the commodity is in good condition and consistent with the description on the commodity page via visual inspection. The specific scope includes but is not limited to the shape, size, quantity, weight, etc. of the commodity.
5.3.12收货人在签收商品48小时内（京东国际开放平台另有规定除外，例如破损包赔服务）反馈破损等，并提供有效凭证证明存在表面不一致情形的，商家应支持消费者退货退款要求。
5.3.12 The merchant shall support the consumer’s request for return and refund if the consign claims for any damage or loss within 48 hours (unless otherwise stipulated by JD.HK Open Platform, such as “Compensation for Damage”) and provides valid evidence for surface inconsistency.
5.3.13对于不能在签收商品时验收产生争议的，如商品存在质量问题等，具体处理原则参见《京东国际开放平台“商品质量问题”纠纷处理判责标准（商家版）》。
5.3.13 For disputes arising from failure in acceptance upon signing for receipt, the JD.HK Open Platform's Dispute Handling Standard on "Product Quality Issues" (merchant version) shall apply if the commodity has quality defects.
5.3.14预售、定制等商品，商家应当在商品详情页中对商品的生产周期及配送周期予以说明。
5.3.14 For pre-sold or customized commodities, the merchant shall clearly indicate the production cycle and delivery cycle of the commodity on the details page.
5.3.15收货人在境内签收商品后，商品毁损、灭失的风险由商家转移给消费者。
5.3.15 The risks of damage and/or loss of the commodity shall be transferred to the consumer after the consignee signs for the commodity in China.
第六章 附则
Chapter VI Supplementary Provisions
6.1京东国际开放平台商家的行为，发生在本管理规则生效之日以前的，适用当时的规则。发生在本管理规则生效之日以后的，适用本规则。
6.1 Any conduct of the merchant on JD.HK Open Platform happened before the effective date of the Rules shall be subject to the rules then effective. The Rules shall apply for any such conduct occurring after the effective date of the Rules.
6.2京东国际开放平台可根据平台运营情况随时调整本管理规则并以京东国际开放平台公告的形式向商家公示；商家入驻京东国际开放平台即表示接受京东国际开放平台其后不时调整、颁布的管理规则。
6.2 JD.HK Open Platform may adjust the Rules from time to time considering the operation of the platform and disclose such adjustments to the merchants through the announcement on JD.HK Open Platform. By registering with JD.HK Open Platform, merchants acknowledge to accept the Rules as modified and issued thereafter by JD.HK Open Platform from time to time.
6.3商家应遵守国家法律、行政法规、部门规章等规范性文件。对任何涉嫌违反国家法律、行政法规、部门规章等规范性文件的行为，本规则已有规定的，适用于本规则。本规则尚无规定的，京东国际开放平台有权酌情处理。但京东国际开放平台对商家的处理不免除其应承担的法律责任。商家在京东国际开放平台的任何行为，应同时遵守与京东国际开放平台及其关联公司签订的各项协议；如有违约即视为对本规则的违反。
6.3 The merchant shall comply with the laws, administrative regulations, rules of authorities of the People’s Republic of China and other normative documents. For any alleged breach of the laws, administrative regulations of the People’s Republic of China, rules of authorities or other normative documents, the Rules shall apply if the relevant regulations are stipulated herein.l21 Any matter uncovered in the Rules shall be filed to JD.HK Open Platform for resolution at its discretion. However, actions by JD.HK Open Platform on merchants do not exempt the merchants from the legal liability they should bear. Any conduct of a merchant on JD.HK Open Platform shall also comply with any and all agreements signed with JD.HK and its affiliates. Any default shall be deemed as a breach under the Rules.
6.4本规则于2022年5月30日发布，2022年5月30日生效。
6.4 The Rules was issued on 05/30/2022 and took effect on 05/30/2022.
欢迎每位商家为我们提供建议，可邮件至jdw-qingting@jd.com， 感谢您对京东国际开放平台的支持与关注。
Suggestions of all merchants are appreciated. You may send your suggestions to jdw-qingting@jd.com. Thank you for your support and concern.