JD Automotive Value-Added Service System: Integrated Product and Service Platform

In China’s automotive aftermarket, e‑commerce users often buy products online and receive services offline. To provide a one‑stop purchase and high‑quality store service, JD Mall’s Home Products R&D team developed the Automotive Value‑Added Service System.

The system has three key characteristics: an integrated “product + service” ordering flow, a merchant cooperation platform that lets physical‑goods merchants and service providers collaborate freely, and an operations management platform that monitors and controls the entire ecosystem.

Users can enter the platform via APP, PC, WeChat, or mobile site, select services on product detail pages, add both product and service to the cart, checkout, receive a verification code, and redeem the service at a physical store. The model supports existing product promotions, store‑delivery for heavy items like tires, and provides post‑sale quality assurance.

The merchant cooperation platform bridges the gap between physical merchants lacking offline service capability and service providers needing online traffic, allowing merchants to complete cooperation in three steps and service providers in two, thereby reducing information asymmetry and operational costs.

The operations management platform enables standardization of service items, real‑time monitoring of platform health, and timely intervention when merchants violate rules, ensuring stable market operation.

Development began in September 2017 and involved more than 100 engineers across 56 JD system modules (search, product page, cart, checkout, order, middle‑platform data, finance, after‑sale, logistics). The team adopted agile development, breaking down product flows into prioritized iterations, holding daily stand‑ups, and delivering features rapidly.

Since its launch at the end of March, the platform has attracted over 2,000 physical merchants, 40 key‑account service providers, created more than 7,000 partnership relationships, covered 260 service items and 1.4 million SKUs. In the first month, automotive value‑added service orders exceeded 50,000, surpassing bundled POP service orders.

Continuous iteration upgrades the merchant system and operation backend to improve efficiency. Future plans include expanding the self‑operated model, adding more categories, and supporting additional offline scenarios to further enhance JD user experience.