JD Supermarket launches "No Worry Exchange" to solve the problem of crab card exchange. The annual maintenance cost of the self-developed system is over one million.
2024-08-23
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As the autumn wind blows, the crab legs become fatter, and it is the season for eating hairy crabs again. In order to meet the needs of consumers for self-eating and gift-giving, many businesses have launched crab card redemption services, which not only facilitates consumers to purchase and give gifts, but also allows businesses to supply goods on demand and reduce the loss of fresh goods.
However, Crab Cards are easy to purchase but difficult to redeem, and problems such as short weight, difficulty in redeeming physical goods, delayed delivery, and difficulty in refunding often occur, causing damage to the rights and interests of consumers.
In response to the various pain points in the redemption of crab cards, JD Supermarket launched the "worry-free redemption" service for third-party merchant fresh seafood cards to effectively protect the rights and interests of consumers. If the card cannot be reserved or redeemed, consumers can apply for a full refund and compensation, with a maximum compensation of 90 yuan.
The crab card exchange market is in chaos, with frequent difficulties in exchange and mismatched goods.
How difficult is it to exchange crab cards for crabs?
A consumer in Henan complained bitterly in an interview with the media: "Either the channel is closed due to time constraints, or the channel is closed for system maintenance, or the system is closed on weekends and holidays... Is there ever a time when the system is normal?"
Crabs are fresh food and easily spoil. The separation of buyers and users of crab cards helps merchants to recover funds in advance and is also convenient for holiday gifts, so it has become the choice of many people.
However, many consumers have complained that after purchasing or receiving crab cards as gifts, they made an appointment to ship the crabs, but the merchants delayed delivery and even changed the appointment time without permission, leaving consumers with no choice but to get a refund.
Industry insiders said that some merchants calculated that many Crab Cards were used as gifts and might not be redeemed, so they over-issued Crab Cards. This also led to merchants setting up "multiple barriers" during redemption, which prevented consumers from making reservations or delayed their reservations, and eventually caused the Crab Cards to expire.
In addition to the difficulty in booking and redemption, short weight, inferior goods and mismatching are also common scams in crab cards. A consumer bought two crab cards on an e-commerce platform, which contained 16 male crabs weighing 4 taels and female crabs weighing 3 taels. However, after the crabs arrived, the consumer noticed that the weight was wrong and weighed them, only to find that none of them were full.
There were also media reports that some consumers used crab cards to exchange for Yangcheng Lake hairy crabs, but the crabs that arrived did not have the official anti-counterfeiting logo.
In addition, some e-commerce platforms sent out empty express deliveries after verifying the crab coupons; some consumers purchased crab cards in the live broadcast room but were unable to pick up the goods, and their efforts to contact customer service were unable to resolve the issue... Various chaos occurred in the redemption of crab cards, and consumers' rights were difficult to protect.
JD.com launches "worry-free exchange" service and offers up to 100 yuan in compensation
In response to the industry pain point of difficulty in redeeming Crab Cards, JD Supermarket launched the "Worry-Free Redemption" service to provide consumers with "cashing out" guarantees.
When consumers purchase fresh seafood coupons from third-party merchants in JD Supermarket, they should look for the "worry-free exchange" logo and place an order. If the merchant fails to honor the reservation time limit on the page, fails to honor the agreed delivery time limit, or fails to redeem and deliver, consumers can obtain a definite compensation commitment.
According to the relevant person in charge of JD Supermarket, JD's self-developed card and voucher system "Jingyi Yue" can track the redemption time, redemption quantity and redemption rate of hairy crabs in real time. The purchasing and sales staff, resident buyers and quality control personnel will check the daily merchant inventory in real time to ensure that all redemptions are made, and will follow up and deal with abnormal indicators in a timely manner.
Compared with other unreliable off-site small software and WeChat public accounts, "Jingyiyue" does not charge any fees to merchants. "Jingdong's self-developed card and voucher system research and development and maintenance costs millions of dollars every year. This has been done for ten years. The purpose is to ensure the user experience and solve the industry's long-standing problems."
A relevant person in charge of JD Supermarket said that with the approaching Mid-Autumn Festival and National Day, consumers' demand for fresh products such as hairy crabs is increasing. The launch of the "Worry-Free Exchange" service aims to bring consumers a more worry-free shopping experience.
In addition, JD Supermarket's cold chain delivery, direct delivery from the source, freshness preservation, and lightning refund services also provide a safe haven for consumers to eat crabs in autumn. While satisfying consumers, it also brings greater growth space for fresh food merchants.
JD Supermarket is one of JD's channels, located in the channel list in the upper left corner of the JD APP, and mainly sells fresh food and daily consumer goods. Third-party data and multiple user surveys show that among online and offline supermarkets, JD Supermarket has the leading market share, the most competitive prices, the most guaranteed quality of goods sold, and its various services are also in the leading position in the industry. It is the preferred shopping channel for hundreds of millions of consumers.
Source: China Daily
