Users are supported with door-to-door pick-up service for returns

I. Project Background

Currently, when users apply for after-sales returns, they need to contact the courier company on their own and fill in the tracking number, which is very inconvenient.

II. Project Value

Support users to apply for door-to-door pick-up when initiating a return and refund request, reducing the user's operations in the entire after-sales process and improving after-sales efficiency.

III. Operation Path

Consumer End: Personal Center - Orders - After-sales - View Details - Return and Refund Details

IV. Instructions for Use

1. What is Door-to-Door Pick-up?

When a user returns a purchased product, they can choose to have the courier company arrange for a courier to pick up the returned product at their doorstep.

2. Which courier companies support door-to-door pick-up?

Currently, the courier company that supports door-to-door pick-up is JD Logistics.

3. How much does door-to-door pick-up cost?

Users can see the estimated shipping fee when placing an order. The actual shipping fee is subject to the courier's on-site assessment. Users pay the courier directly.

4. How do users operate door-to-door pick-up?

1) Apply for after-sales service for the order, submit a return and refund request, and wait for the merchant to approve the request.

2) After the merchant approves the return and refund or exchange request, the buyer selects the 'Door-to-Door Pick-up' return method.

3) The buyer selects door-to-door pick-up and chooses a time slot for the pick-up. The pick-up address defaults to the delivery address at the time of ordering and can be modified.

4) The courier comes to pick up the product, and the user pays the shipping fee to the courier.

5) The buyer waits for the merchant to confirm receipt of the product.

6) The merchant confirms receipt of the product, and the order refund is successful.

5. Can the door-to-door pick-up order be cancelled?

It can be cancelled before the courier arrives for pick-up. After cancellation, the order returns to the 'Pending Return' status, and the user can choose the return method again.

It can also be cancelled after the courier has picked up the product. Since transportation has already occurred at this time, partial shipping fees will be refunded upon cancellation. After cancellation, the order returns to the 'Pending Return' status, and the user can choose the return method again.