JD.com Plans Faster Customer Refunds

Sina Tech, 5/15/14

Zhang Xiaolei, head of after-sales service at Beijing-based B2C e-commerce platform JD.com (Jingdong), recently announced that JD.com will launch a new "lightning return" service in 2014, allowing customers to receive refunds for returned goods prior to the receipt of said goods by JD.com.

According to Zhang, in order to help offset risks involved with the new plan, JD.com will analyze a number of customer factors when processing "lightning return" requests, including customer purchase history, physical address, market segment, and other potential credit issues, to construct a customer credit model that will help JD.com decide whether or not it is safe to issue an early refund.

JD.com previously introduced a "merchandise swap" program for damaged goods, delivering replacement products to customers at the same time defective goods are picked up.

JD.com monthly orders now total 213 mln (self-operated+third-party), with an average of 1 mln customer returns each month.

Keywords: Zhang Xiaolei e-commerce Internet B2C after-sales service JD.com service/quality guarantee

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