Pinduoduo has introduced updated terms for its door-to-door delivery service, which will officially take effect on November 13. The new policy applies exclusively to orders marked with a specific green 'door-to-door' label, which merchants must manually select in their service templates to activate.
Under the new rules, merchants who fail to fulfill their delivery promise or induce customers to use collection points will face a penalty of ¥10 per order. This compensation is issued to consumers in the form of a platform coupon valid for 50 years, with the platform authorized to deduct the amount directly from the merchant's funds.
The policy shifts the burden of proof to the merchant. If a delivery is marked as completed but the customer disputes it, the merchant must provide evidence of fulfillment. Failure to do so results in a violation. Furthermore, merchants are now held liable for the actions of their delivery personnel, including third-party contractors.
Beyond the monetary penalty, merchants face operational sanctions for non-compliance. These include reduced search visibility, product removal, restricted withdrawals, and potential termination of cooperation. The new terms also narrow the list of exemptions, removing previously accepted excuses like large item dimensions or weather conditions.
