Chinanews.com client Beijing, May 16 (Zhang Xu) On the evening of May 15, Feng Chao re-voiced for charging, apologized and adjusted the service: extended the free storage period of users from the original 12 hours to 18 hours, and One month of membership benefits is given to paid users as of May 19.
On the same day, the country's first community that resisted Fengchao's overtime charging also restarted the express cabinet. So far, this 16-day Fengchao charging storm seems to have come to an end.
Fengchao express cabinet in a community in Haidian District, Beijing. Zhang Xushe
16-day tug-of-war between Fengchao and the owner
On April 30, the Fengchao membership system came into effect. The membership fee is 5 yuan for the monthly card and 12 yuan for the quarterly card. After becoming a member of Fengchao, users can keep it for an unlimited number of times within the validity period of the member, store it for free within 7 days, and enjoy discounts for Fengchao shipping and brand joint rights.
Non-members have 12 hours of free custody, 0.5 yuan / 12 hours after the timeout (less than 12 hours of overtime will be charged for 12 hours), and a cap of 3 yuan; no billing during holidays, and no charge for two overtime intervals.
Prior to this, Fengchao Express took a free strategy for users. After the express was saved for more than 12 hours, a appreciation QR code would be displayed on the screen, but users can skip the appreciation.
After Fengchao implemented overtime charging, the first thing to stand up against was Hangzhou Dongxinyuan Community. On May 5, the Dongxinyuan Community Industry Committee issued an announcement saying that the Fengchao Express Cabinet will be suspended from May 6, 2020 due to the overtime storage fee charged by the Fengchao Express Cabinet to the owner, which damages the interests of the owner. .
On May 8, the Shanghai Central Huanyuan Industrial Committee also issued a statement that the behavior of Fengchao express cabinets receiving detention fees without negotiation harmed the rights and interests of the owners and violated the negotiations introduced by Fengchao when entering the community. Happening. Therefore, it was decided to deactivate Fengchao Express from May 11.
Shanghai Central Huanyuan Business Committee raised two core issues: First, many couriers placed express parcels in express cabinets without consent, and users lost the right to choose; Second, 12 hours of free use Unreasonable. Many overtime workers arrive at home after a busy day, and the courier must be overtime. This also represents the voice of a large number of users.
On the evening of the 9th, Fengchao issued an open letter to users regarding overtime charges. The open letter did not announce the adjustment of the charging policy, but only emphasized that the 12-hour storage period is to improve the turnover rate of the container, so that the courier can provide more efficient services to the recipients.
However, many community owners do not buy the Fengchao claims. As of May 15th, in the public ant community of the industry committee member exchange platform, more than 100 communities across the country have participated in the joint saying "No to Fengchao".
Courier cabinet users are picking up. Zhang Xushe
Regulatory authorities and Consumers Association intervene, Fengchao "relaxes"
After the overtime charging incident of Fengchao continued to ferment, it attracted the attention of regulatory authorities and consumer protection agencies.
From May 8th, the Consumer Protection Committee or Consumer Association of many places expressed their views on the overtime charging of Fengchao. If the Fujian Consumers Association said on the 8th, the cost of depositing into the express cabinet without the consent of the recipient should be borne by the express company. On the 11th, the Shanghai Consumer Protection Commission emphasized that “express companies should put express shipments into express cabinets, all of which should obtain the explicit consent of consumers.”
On May 13, when responding to the overtime charging problem of Fengchao Express Boxes, the China Consumers Association stated that operators of community properties and smart express box operators, express delivery companies, and e-commerce platforms should provide consumers with relevant services through smart express boxes. One-to-one clearly inform consumers about the free storage period and service charge standards and other matters related to consumer interests, and obtain consumer consent.
On May 13th, the State Post Bureau interviewed the main person in charge of Fengchao Technology Co., Ltd., and requested Fengchao Company to take active measures to take social responsibilities, start to study solutions, adjust and improve the charging mechanism, and respond to users ’reasonable demands.
The relevant person in charge of the State Post Bureau proposed that the most important and urgent task at the moment is to restore the order of operation, protect the rights and interests of consumers, and ensure the stability of the terminal network. Fengchao Company should improve its position, seriously consider user demands and business development needs, and propose reasonable solutions as soon as possible. On this basis, the relevant business strategies such as the national free storage period announced on April 27 were reasonably adjusted.
With the efforts of all parties, on May 15, the first Dongxinyuan community express cabinet that resisted Fengchao's overtime charging was re-lit. Dongxin Park Industry Committee said that after discussion, it was decided to respect the government's opinion, put the rights and normal lives of the people first, and accept the suggestion to light up the express cabinet first. We look forward to Fengchao Company's ability to listen to public opinion and respond as soon as possible.
The relevant person in charge of the Zhejiang Provincial Post Administration said on the 15th that with the normal operation of the Fengchao cabinets in the Dongxinyuan community in Hangzhou, all the Fengchao cabinets in Hangzhou were restored to normal, and continued to provide convenient "contactless receipts" to the people. "service. At the same time, in order to actively respond to the demands of the masses, the bureau is supervising the Fengchao Zhejiang region to set a reasonable period for express mail storage.
On the evening of the 15th, Fengchao issued an announcement announcing that the free storage period was extended to 18 hours, and a one-month membership was given to paying users. The storm, which lasted for more than half a month, came to an end temporarily with a step back.
Fengchao's instructions on the adjustment of user services on the 15th
Regarding Fengchao's adjustment plan, Pan Helin, executive dean of the Digital Economics Research Institute of Zhongnan University of Economics and Law, told reporters from ChinaNews that the free time period was extended from 12 hours to 18 hours. Sex. One month membership is a remedy for paying users. Of course, consumers still have to follow up on whether they buy it or not.
Netizens leave a message under Fengchao's "Notes on User Service Adjustment".
"Express cabinet charges must fully respect the user's right to informed consent, and the user chooses whether to put the express cabinet." Pan Helin said that from the perspective of Internet, users should not be charged, the largest beneficiary of the express cabinet is mainly express The company has a suspicion of tying up consumption.
How to get the last mile of express delivery?
The appearance of the express cabinet is to solve the problem of the last mile of express delivery. The main reason for Fengchao, the industry's first to stick to fees, is that it has not been profitable so far, and its losses have expanded year after year.
The financial report shows that Fengchao had a net loss of 250 million yuan in 2016; a net loss of 385 million yuan in 2017; and a net loss of 249 million yuan in the first five months of 2018. The net loss in 2019 was 781 million yuan, and the net loss was again 245 million yuan in the first quarter of 2020.
On May 5, Fengchao and Courier Express announced their merger. It is worth noting that, as the second express delivery service in the industry, the loss in 2019 alone exceeded 500 million yuan. After the two merged, they occupied nearly 70% of the market share, but it is still difficult to get out of the loss.
According to the research report of Industrial Securities, according to 10 years of depreciation, the annual cost of a courier cabinet is about 8,000-10,000 yuan, of which, the depreciation of the cost of the express cabinet is about 4000-5000 yuan, accounting for 50% of the cost; -40%; electricity and maintenance-related costs require about 1,000 yuan. At present, the community O2O model is difficult to realize in the short term, and it is far from enough to cover the operating costs and expenses of express delivery cabinets only by receiving mail and advertising revenue.
Under the controversy caused by Fengchao's overtime charging, is there any other way to better get through the last mile of express delivery? In addition to the rookie post mode, some local communities have chosen self-built express cabinets instead of Fengchao, which charges users and couriers in both directions.
Nanjing Jufuyuan Community Property built its own express cabinet in 2014. It only charges the courier brother and does not charge the recipient. According to reports, there was indeed a loss in the first three years, and after a virtuous circle was formed, the balance of payments has been reached. At present, more than ten communities have joined this ranks.
The self-built express cabinet of the community property has also received the support of netizens. Some Weibo netizens said that their community has always been a courier cabinet built by the property. The pickup code is valid for three days. If it is not picked up, the courier will take it out and save it again, send the code again, and no overtime fee will be charged. Very user-friendly.
Xu Yong, chief consultant of the express logistics consulting network, affirmed the self-built express cabinet of the property. Xu Yong said that in many countries such as Japan, the express cabinets in many communities are a property service. Property companies provide venues, purchase equipment, and third-party companies provide technical and operational services. In this way, the express cabinet has become a community public service. The user's use of the express cabinet is included in the property fee, and there will be no problems such as overtime charging.
In addition to self-built express cabinets, the Shanghai Consumer Protection Commission recommends that residential communities in this city establish more free public express racks to meet the actual needs of consumers.
Shao Zhonglin, former deputy secretary general of China Express Industry Association and founder of Yiyong Think Tank, said: "The last mile will not be dominated by a certain model. Every city and every community has its own characteristics, which model , Must be chosen by the local express delivery network and consumers. "(End)