There is a standard for express delivery "contactless delivery". The delivery person must take a picture to notify the storage address after sending the order.
Newspaper (Reporter Zhang Nan) As the first group standard in the field of contactless distribution in China, "Contactless Distribution Service Specification" has been formally implemented recently. Consumers can select “contactless delivery” before placing an order, and specify the location of the product. For courier and takeaway delivery staff, it is advisable to take pictures of the product and clarify the location information of the product to the consumer after the delivery of the product. If the products delivered without contact are damaged, lost, or delivered incorrectly, the platform must actively coordinate to resolve the compensation issue.
The so-called "contactless delivery" refers to a delivery method in which express delivery, takeaway, and other online contract delivery personnel communicate with consumers and place the products at designated locations for consumers to collect by themselves to minimize direct contact with personnel.
Delivery staff should take the "Reassurance Card" to work. The standard proposes that in the process of distribution, it is advisable to set up a merchant's "Reassurance Card" and a distribution staff "Reassurance Card" to realize the visualization and traceability of the entire health and safety process. Among them, the “relief card” of the merchant should reflect the health information of the contact person of the goods such as the packager; and the “relief card” of the distributor should reflect the temperature of the distributor and the disinfection of the distribution equipment.
Facilities and equipment for distribution should also meet the needs of contactless distribution services. For example, according to the actual requirements, you can choose intelligent equipment for taking meals, picking up containers, drones and drones.
How does contactless delivery work?
The specification states that consumers can choose to use contactless delivery directly in the order remarks before placing an order, and specify the product placement location in the remark information, or contact the delivery staff to request contactless delivery after the order is received by the delivery staff. And specify where to place the product.
After the delivery person receives the order delivery information, if the consumer chooses to use contactless delivery, the deliveryman should contact the consumer via an instant messaging tool such as a phone to confirm the placement of the product; if the consumer does not choose to use contactless delivery, the deliveryman can also view The situation proactively contacts consumers, suggesting that consumers use contactless delivery and confirm the location of the products.
The delivery person should place the product in the designated position according to the requirements of the consumer, and inform the consumer via telephone that the delivery has been completed, prompting collection as soon as possible. At the same time, it is advisable to take a picture that contains the product and can clearly identify the location of the product, and send the picture to the consumer to inform that the product has been delivered, so that the consumer can pick up the product at the designated location.
In contactless distribution, once a product is damaged, lost, or delivered the wrong thing, the platform providing the distribution service should actively resolve the issue of compensation to protect the rights of consumers, distributors and merchants.
In the course of distribution, if there are unexpected situations such as closed communities or roads, the delivery staff should immediately suspend delivery, contact the webmaster and customer service staff after taking self-protection measures, and confirm the termination or continue the delivery task according to the actual situation.
If a complaint is encountered, the customer service department shall arrange for the customer service department to handle the complaints of consumers and delivery personnel on the premise of ensuring the interests of both parties. After the processing is completed, further improvements shall be made based on feedback from both parties.
The platform shall have management and control requirements for product integrity, on-time and accuracy of delivery, and standardization of personnel services in the contactless delivery service process; evaluate the delivery service of delivery orders by delivery staff, and continuously improve based on the evaluation.