Reporters investigated 34 express delivery outlets in many places and found
Violent sorting, prominent throwing phenomenon is common
Editor's note
Statistics from the State Post Bureau show that in the first half of 2021, the total business volume of express service companies across the country has completed 49.39 billion pieces, an increase of 45.8% year-on-year; the cumulative business income has reached 484.21 billion yuan, an increase of 26.6% year-on-year.
The rapid development of the express industry has also brought about some problems. Among them, there are many contradictions between express companies and consumers, such as violent sorting problems, compensation for damage to express items, and end delivery services.
Recently, reporters from the Rule of Law Daily conducted surveys and interviews on topics related to express delivery that consumers are concerned about. A series of reports will be launched from today, so stay tuned.
□ Our reporter Han Dandong
□ Intern Yang Huijia
A courier with a length of about 10 cm each rolled down from a van and was kicked two or three meters away by the sorter.
Afterwards, the sorter took a medium-sized express, turned around and took two steps, leaned forward slightly, and threw the express onto the ground in front...
This is a scene recently seen by a reporter from the Rule of Law Daily at a Yunda express outlet in Qingpu District, Shanghai.
Throwing, throwing and other actions almost run through the entire sorting process.
Why is the package broken?
Why is the contents of the package broken?
When people encounter a damaged express delivery, they can't help but think of whether there is a problem of violent sorting.
The reporter recently visited 34 express delivery outlets in Shanghai, Beijing, Hebei, Liaoning and other places and found that violent sorting is widespread in the express industry, which has even become an "open secret" of the industry.
Some experts pointed out in interviews that the existence of violent sorting is a problem in the entire industry chain. It is not only because of the loosening of the internal organization of the company due to the way some platforms contract, but also the particularity of the employment system, price wars and other factors to solve the problem of violent sorting. Need for comprehensive management.
Investigation
Many outlets ignore the fragile signs and violently sort
Known as the "national standard" of the express industry, the "Express Business Operation Guidelines" clearly stipulates that the distance from the contact surface where the express is placed should not exceed 30 cm when the express is sorted and released, and the fragile parts should not exceed 10 cm .
The reporter visited these 34 express delivery outlets and found that many outlets have unloading, sorting, loading and other links, but no matter which link, it is rarely seen that the national standard does not exceed the "30 cm, 10 cm" regulations. ——Whether it is a small package the size of a palm or a large package the size of a suitcase, it is hard to escape the fate of being "thrown and thrown", and the distance of being thrown is generally between one meter and several meters.
If there must be a comparison, among these business outlets, according to the reporter’s observation, SF Express outlets in Xihongmen, Daxing District, Beijing, postal express outlets on Qingyuan Street, and SF Express outlets of Shanghai University of Political Science and Law, and postal outlets, The sorting is relatively "gentle", and the throwing situation is much less, and the staff will recognize whether the express package is marked with "handle and handle" and "fragile" signs, which will be treated differently from ordinary express delivery.
At the SF office of Shanghai University of Political Science and Law, the reporter saw that two staff members were busy working. The female staff was responsible for checking the overall situation and information of express delivery, and the male staff was responsible for loading and unloading express delivery and label classification.
When the female staff sees the express delivery that is "fragile" and "handle with care", they will remind the male staff to check for damage first, and then load and unload and sort them carefully.
But for ordinary express delivery, they did not reach the standard of no more than "30 cm, 10 cm" when they were sorted and released.
In the outlets such as Yunda, Jitu, and Yuantong visited by the reporter, the staff rarely pay attention to whether the packages are marked with “fragile” and “fresh” information during the process of sorting express delivery. Have the act of handling with care.
At the end of July, at the Jitu branch in Fumin Square, Dalian City, Liaoning Province, the reporter noticed that a few days ago it had just rained, and there was a damp smell in the factory building of hundreds of square meters. In addition to the shipments to be sorted, the ground was still wet. There are stacked boxes of drinks.
4 staff members are sorting small parcels.
A male staff member wearing a black T-shirt sits on a stool, first glance at the delivery address, and then throw it into different delivery piles, throwing a large parabola at the far distance, and dropping it vertically.
At a Yunda express outlet in Qingpu District, Shanghai at the beginning of the article, the reporter pretended to be a passerby and observed that after a series of throws, the packages of several express delivery were obviously deformed or damaged.
In fact, since the beginning of this year, Yunda Express has been exposed to violent sorting by the media many times.
In March of this year, a TV reporter went to the Nanchang Distribution Center of Yunda Express Company to record the violent sorting scene: the express was exposed to rain without supervision, the sorting personnel spit in the truck, and the "fragile" sign was ignored and the sorting was still violent. , "Throwing and stepping" on express delivery, dumping of bulky express delivery, no one supports it.
In April of this year, a media reporter entered the Yunda Express Company on Huangshi East Road, Baiyun District, Guangzhou by applying for a courier. They also witnessed an amazing and brutal sorting scene: the sorting area monitoring was useless, and the sorting personnel stepped on the express delivery many times for no reason. Disassemble and share the damaged food express.
Tucao
Some couriers have irregular operations for pick-up and delivery
Many senders pointed out during interviews that violent sorting often lays hidden dangers at the beginning of the shipment. Many couriers don’t care whether the items sent are valuable or fragile. Some only Asked what items were sent without any reminder, and some did not ask, just took the courier and left, in a hurry.
"The courier did not operate properly when he came to collect the express. I reminded it, but it was still useless." Ms. Wang from Cangzhou City, Hebei Province, a music teacher, told reporters that she had sent a handful of value to her niece not long ago. The 2000 yuan guitar was ordered by a Yuantong courier after Alipay’s "Rookie Wrap" placed an order.
The courier didn't face the guitar for weighing and packing. He picked up the piano case and said as he walked: "Go back to weigh and pay online."
Ms. Wang immediately told him that this is a guitar and should be handled with care.
The courier let out an "um".
In the evening, Ms. Wang paid 102 yuan for express delivery online.
Two days later, the niece received the guitar and the case was wrapped in a green woven bag. After opening it, it was found that the surface of the guitar was cracked.
In this regard, the courier perfunctorily said, "If the package is lost, please contact the customer service for compensation."
After repeated negotiations, Ms. Wang received only part of the compensation.
Similar situations are not rare.
In June of this year, "SF Express delivered 12 boxes of customers to the garbage dump" incident aroused widespread public concern.
The netizen "@王的米" broke the news that the 12 boxes of items (including art collections, design drawings, diaries, etc.) that he entrusted SF Express to send only 8 boxes, 4 boxes were lost and received The contents of the box are in a mess and the items are badly damaged.
After repeated questioning, SF Express stated that the express was sent to the garbage dump by mistake.
And SF Express’s 2,000 yuan compensation plan made "@王的米" very dissatisfied.
Ms. Zhao from Wuqing District of Tianjin has opened a second-hand shop for ancient paintings and ancient books on Confucius.
She said that her experience is that "expensive items are sent by SF Express, and cheaper ones are sent by Yuantong."
In the past, the courier she sent out had serious damage to the package, and even the contents inside. So now she is packing very carefully-when sending more expensive paintings, she will cut the plastic water pipe as a corner buffer. The inside is wrapped in newspaper to prevent slippage, then plastic is wrapped to waterproof, and the outside is wrapped in wrapping paper.
"There is no way, I can only use softness to overcome the rigidity." Ms. Zhao said.
Ding Hongtao, a senior partner of Beijing Jiarun Law Firm, said that according to the "Interim Regulations on Express Delivery", express delivery companies have the obligation of "two reminders and two notifications" for the sender, that is, to remind the sender to read the terms of the express service contract and remind the sender The sender shall comply with the relevant regulations on prohibiting and restricting the delivery of goods, inform the sender of the price-insurance rules, and inform the sender of the insurance service items.
"The courier also needs to perform corresponding obligations when picking up and dispatching packages. For valuables, the obligation of'two reminders and two notifications' should be strictly fulfilled." Ding Hongtao said.
Xiao Li, a SF courier working in Wangjing, Beijing, told reporters that in accordance with SF regulations, when picking up a package, the courier should ask what the item is and whether it is fragile.
For fragile goods, the courier should use bubble film in the packaging box, and paste the "fragile product", "handle with care" and other signs on the outside of the box. He has always been doing this strictly.
Suggestion
Strengthen comprehensive management and gradually advance structural reform
Regarding violent sorting, express logistics expert Zhao Xiaomin said that whether it is from the internal operating procedures of the enterprise or from the perspective of national laws and regulations, violent sorting is expressly prohibited.
And if the company has violent sorting behavior, it will cause great damage to the brand.
At a press conference held by the Information Office of the State Council on March 1, Ma Junsheng, director of the State Post Bureau, said that throwing, trampling, and placing express mail on the ground are all irregular operations, and regulations do not allow it. Essentially, it is the operation of express delivery companies. Deviations appeared in concepts, service concepts, and management concepts.
Although it is explicitly prohibited, why is it difficult to eradicate violent sorting?
"At present, it is difficult to solve violent sorting effectively immediately. This is not only a problem for express companies and express practitioners, but also a problem for the entire industry chain. Comprehensive management is required." Professor Wu Yue of Beijing Institute of Materials and Materials analyzed, violent sorting The core reason is that the express delivery industry is a rapidly developing emerging industry. Some platform contracting methods have led to a loose internal organization of express delivery companies, and the particularity of the employment system makes it difficult to restrain employees.
In addition, price wars are also an important factor leading to problems such as brutal sorting and violent sorting.
Wu Yue said that when some express companies are engaged in price wars, in order to reduce costs and increase daily delivery and sorting tasks, the couriers and sorting personnel are overwhelmed.
Liu Jianxin, executive director and special researcher of the Chinese Society of Logistics, believes that only by improving working conditions, increasing the income of express delivery practitioners, adopting incentive policies and other measures to reduce the loss of couriers, and curb "penalty management", can we encourage couriers to provide high-quality services.
On July 8, seven departments including the Ministry of Transport and the State Post Bureau jointly issued the "Opinions on Doing a Good Job in Protecting the Legal Rights and Interests of the Courier Group."
In terms of guaranteeing reasonable labor remuneration, the "Opinions" proposes to formulate the "Express Delivery Fees Accounting Guidelines" and "Express Worker Labor Quota Standards", establish a collective negotiation mechanism for industry wages, and guide e-commerce platforms and express companies to strengthen coordination and strengthen Labor security supervision and law enforcement.
In fact, facing the problem of violent sorting, some express companies have been working hard to improve their technology to solve this problem.
According to Tianyan Check, SF Technology Co., Ltd. recently published a patent for "Detection Methods, Devices, Servers and Storage Media for Illegal Throwing and Throwing of Items".
This invention uses semantic segmentation processing on the frame monitoring image in the surveillance video, which can accurately obtain the throwing image containing the item and the person, so as to determine the throwing direction and throwing area of the item; it can more accurately detect whether the item is violated Toss.
Faced with the phenomenon of violent sorting that is difficult to eradicate in a short period of time, how can consumers protect their legitimate rights and interests?
In this regard, Wu Yue put forward three suggestions: pay attention to the choice of packaging materials, whether it is self-packing or courier packaging, you must choose more protective packaging materials; pay attention to purchase insured services, purchase insured services according to the actual value of the goods, and keep them well Proof of commodity value; if it is found that the express delivery has been damaged or the condition of the goods inside is doubtful, you can refuse to accept it or let the express company help to unpack the package and record the unpacking video, which will help to protect the rights in the later period.
Wu Yue specially reminded that when consumers choose express delivery service companies, if they are valuables, they should choose vertical express delivery companies as much as possible. They have self-operated logistics systems, stable staff composition, stricter training, more standardized operations, and claims settlement. Short time and high efficiency.