Fengchao escalation: silent "perpetrators"
Text / Han Yong
Issued in 2020.5.18 total issue 947 "China News Weekly"
The storm caused by Fengchao charges has not yet calmed down. Following the announcement of the suspension of a community in Hangzhou, 78 other communities in Shanghai said "no" to Fengchao. . And Fengchao, who believed that the charges were reasonable, also showed no signs of compromise.
In this incident, there was a character who appeared particularly silent, the courier company between Fengchao and the recipient. Strictly speaking, the courier company should be the "perpetrator" of this incident, because there is no contact between Fengchao and the recipient, the courier company delivered the "last mile" that should have been completed by itself. Fengchao is temporarily stored and retrieved by the recipient, thereby changing the relationship between the two into a triangular relationship.
In other words, the courier company decomposed the delivery obligation that should be performed by itself to two main bodies. One is Fengchao to fulfill the temporary storage obligation for it; the other is the recipient to perform the delivery to their home. obligation. For Fengchao, the courier company will give compensation of 0.3 to 0.5 yuan per piece, there is no statement for the recipient. But the recipient is not without cost, and its cost is directly proportional to the distance from its place of residence or unit to Fengchao.
Therefore, the act of the express company putting the express into the Fengchao express cabinet without the recipient's consent can actually be regarded as a "dumping pot" behavior, and incurs costs at both ends of the Fengchao and the recipient . In the case where the price paid by the courier company is difficult to cover the cost, Fengchao now wants to pass on part of the cost to the recipient. But the point is, as the recipient, I already have the right to ask the courier company to deliver the items to my home. Why should I stay close and far, and ask Fengchao to "insert a bar" and pay the fee?
This involves how to understand the obligation of the courier company to send home. To what extent are the obligations of express companies? No matter how many times the recipient is absent, the courier company must deliver the item to home, or as long as the recipient is absent once, the courier company has fulfilled its obligation to send the item?
Article 25 of the Provisional Regulations on Express Delivery, effective in March 2019, stipulates that: companies that operate express delivery services should deliver the courier to the agreed recipient address, addressee, or receiver designated by the addressee, and notify the recipient Acceptance in person or by the person in charge. The recipient or the receiver has the right to accept the inspection in person.
According to this regulation, the express company's obligation is to deliver the item to the door. Under this premise, how to improve the delivery rate is the business of the courier company. You can contact the recipient in advance and choose a suitable time for both parties. You can also agree with the recipient to put it in a place, including Fengchao, but The premise is that the recipient's consent must be obtained.
According to this comparison, we can find the loopholes in the behavior of the express company: first of all, it did not complete the legal delivery obligation, or that it did not make efforts to deliver the express; Nest owns its own weight and tries to ask consumers for money.
The reason why the courier company does not send the express mail to the door, eager to put the pieces in Fengchao, is to shorten the delivery time of each piece and allow time to send more pieces. They must have counted this amount of money: the fee they paid to Fengchao was far less than the income from the time saved.
But consumers are not counted in this account. You can't trade consumers for "shortages and shortfalls" in exchange for improved delivery efficiency and revenue. This incident has also become a "miracle mirror" for express companies. The ones that use Fengchao more often are companies that don't pay much attention to customer experience. Those companies that really focus on customer experience, including Fengchao's holding company SF Instead, Fengchao is not used very much.
Therefore, to solve the problem of Fengchao, we must first smooth the relationship between the express company and the recipient. After smoothing the two, the problem of Fengchao may not be solved.
"China News Weekly" No.17, 2020
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