I. Customer feedback acceptance

1. Customers can feedback after-sales problems through JD.com’s customer service channels, such as online customer service, customer service phone, product evaluation, etc.

2. After receiving customer feedback, after-sales customer service personnel should respond within the specified time (such as within 48 hours), greet the customer and confirm the details of the problem.

II. Problem assessment and classification

1. Carefully analyze the problems reported by customers and determine the nature of the problems, such as product quality problems, logistics damage, wrong goods, size discrepancies, etc.

2. Classify the problems and determine the urgency and priority of the problems. For urgent problems, such as quality problems that affect the normal use of customers, they should be handled first.

III. Solution formulation

1. Formulate corresponding solutions according to the type and severity of the problem.

- Product quality problems: provide return and exchange services, or arrange repairs according to the situation. If it is a minor quality problem, you can negotiate with the customer to provide partial compensation, such as coupons, gifts, etc.

- Logistics damage: assist customers to claim compensation from the logistics company, and promptly resend the goods or arrange for replacement.

- Wrong goods: arrange replacement immediately and bear the logistics costs of replacement.

- Size discrepancies and other issues: provide replacement services and provide customers with accurate size measurement guidance.

2. Communicate solutions with customers to ensure that customers are satisfied with the solutions. If customers have different opinions, further negotiate and adjust the solutions until both parties reach an agreement.

IV. Problem handling and execution

1. Act quickly according to the determined solution.

- When arranging returns and exchanges, generate return and exchange orders in a timely manner, and provide clear return and exchange process guidance and logistics order numbers.

- When arranging repairs, coordinate with the repair department to ensure the progress and quality of repairs.

- When reissuing goods, arrange shipment as soon as possible, track the logistics progress, and provide timely feedback to customers.

2. For links that require customer cooperation, such as sending back goods and providing relevant certificates, patiently guide customers to operate and follow up in a timely manner.

V. Follow-up and feedback

1. During the problem handling process, continue to follow up on the progress of the handling and provide timely feedback to customers on the progress.

2. After the problem is handled, take the initiative to contact the customer to confirm whether the customer is satisfied with the handling results.

3. Collect customer opinions and suggestions on after-sales service in order to continuously improve the quality of after-sales service.

VI. Data Statistics and Analysis

1. Regularly conduct statistical analysis of after-sales service data, including problem type distribution, processing time, customer satisfaction, etc.

2. Based on the analysis results, find the weak links in after-sales service, formulate improvement measures, and continuously optimize the after-sales service process.