The express delivery at the door is easy to become the target of criminals


　　Why the express delivery to the door is always signed by the "door"

　　Recently, many consumers have reported that since the end of the Spring Festival holiday, their express delivery has either been placed directly at the door or placed in the courier boxes or inns around the community without consent. Lost items have occurred from time to time and it is extremely inconvenient to pick up the items. .

Why does the "last hundred meters" door-to-door delivery service that is related to user experience become an annoyance for consumers?

The reporter launched an investigation.

　　problem

　　Your courier has been signed for, and the recipient is "doorway"

　　Ms. Liu, who lives in Fengtai District, Beijing, is an online shoppers, placing more than a dozen orders for large and small products during the Spring Festival.

She recently discovered that delivery by couriers after the holiday is becoming more and more "random", and several collections have received neither phone calls nor text messages, and they are placed directly on the mat at the door of the house. The logistics information shows that the signee is the "door".

"I didn't know it at all, and there were cases where the express delivery could not be found." Ms. Liu said that although she called and complained many times, the situation has not changed.

　　Compared with Ms. Liu's worries about losing a piece, Ms. Tian, ​​who lives in Haidian District, has a more "bumpy" experience.

She bought a coat online a year ago, and the logistics information of the courier showed that the courier put the items she bought at a collection point 1 kilometer away from her home, and needed to go to pick up the courier by herself.

"In order to get the courier, I also took a taxi." She said.

　　According to the "Interim Regulations on Express Delivery" that came into effect on May 1, 2018, companies operating express delivery services should deliver express mail to the agreed receiving address, recipient or recipient designated by the recipient, and notify the recipient Or accept the acceptance in person.

The recipient or the consignee has the right to check and accept in person.

　　However, the actual implementation of the regulations is not very satisfactory.

In the Black Cat Complaint Platform, there are more than 200,000 complaints against courier companies. In some recent complaints, many users reported that couriers did not deliver goods to their homes and involved multiple courier companies.

　　The reporter found that express delivery signed at the "doorway" could easily become the target of criminals.

Last year, the Chaoyang police in Beijing cracked a theft case. The courier put the courier directly in front of the owner’s house, but was worried about by the “courier thief”. Small and high-value express delivery.

　　survey

　　Illegal operations reflect industry pain points

　　Why is it difficult to achieve home delivery?

A person in charge of an outlet told reporters that in recent times, "living more and less money" is a "last resort" for couriers in illegal operations.

Taking this branch as an example, there are about 60 couriers, and the average daily delivery volume after the holiday reaches about 10,000 orders. According to the company’s regulations, at least 98% of the amount needs to be delivered, but the delivery price of each order is decreasing year after year. From 2.5 yuan the previous year to 2.1 yuan last year, to 1.8 yuan this year.

　　According to the express service business briefing for January 2021 released by express companies such as Yunda, Shentong, and Yuantong, the single ticket revenue of the three express companies in January decreased year-on-year, with a drop of about 20%.

The above-mentioned person in charge said that in order to further seize market share, a "price war" is inevitable.

Since last year, the operating conditions of the terminal express delivery sites have been greatly affected. “The more you send, the more you lose money.” The person in charge said that the outlets he was responsible for lost about 1 million yuan last year.

　　The reporter's investigation found that due to the competition between express companies, the pressure was transmitted to express outlets and couriers.

A courier responsible for transporting the community near Laoshan Street in Shijingshan District told reporters that due to the strict requirements of the assessment, in order to ensure the speed, the package can only be placed in the express cabinet at the door of the customer's home or in the community.

　　"One person is responsible for the surrounding five or six communities, and some require delivery in the morning." The courier told reporters that since he is familiar with the residents, he has the experience of allowing them to be placed at the door of the house, and then he will deliver the goods. Will directly choose to put it at the door.

　　On the one hand, there is more and more express delivery, on the other hand, the price of single ticket is constantly lowered and the shortage of manpower.

After the Spring Festival, many courier outlets had to find "representatives" to increase their manpower to avoid "explosion".

The reporter found that "delegation" is similar to temporary workers at outlets, with some real-time checkouts and some monthly settlements.

A consumer told reporters that after discovering that the item was missing, he couldn't contact the courier who showed the logistics information. After complaining to the outlet, he learned that he had hired someone to deliver it temporarily.

　　Breaking

　　How to develop soundly and provide better services?

　　According to industry insiders, the express delivery industry is still in a stage of deep "shuffle", gradually developing towards branding and centralized development, and it is necessary to transform from a "price war" to a "competition of service quality" to form healthy competition and healthy development.

　　First of all, it is necessary to establish an accountability mechanism for acts such as false receipt of express mail.

A few days ago, the Shanghai Consumer Protection Committee stated that it will continue to work closely with the competent authorities and industry associations to further urge the express delivery companies to strictly manage, and deal with the false receipt of express parcels, and the delivery of express parcels to express cabinets or post stations without consent. The issue of employee integrity has pushed various express companies to establish accountability mechanisms to truly implement systems and regulations to people.

　　Second, the express delivery industry must get rid of the "bundling" of e-commerce platforms.

Xu Yong, vice president of the Express Branch of the China Transportation Association, said that the pricing power of the express delivery industry is completely controlled by e-commerce platforms. Currently, the State Post Bureau can only supervise express companies and cannot manage upstream e-commerce platforms. Relevant departments are required. Jointly promulgated a policy to provide for differentiated pricing of the delivery methods of express companies.

　　Finally, the express delivery business needs to be included in the community property management responsibility.

At present, due to security considerations, couriers are not allowed to enter the unit buildings in some communities, the delivery efficiency is low, the quantity is small, and large items cannot be transported at all.

Xu Yong believes that the express service industry can cooperate with community property companies to set up a unified receiving point and increase the grasp of the supervision of express service.

Text/Xinhua News Agency