Suddenly, the courier is not fast! What's going on?
Due to the impact of the epidemic, since the beginning of March, express logistics in many places have experienced phased delays or even interruptions.
Many consumers said that the products they purchased online had problems such as slow arrival and untimely information update, which has also become a hot spot of complaints on related platforms recently.
The arrival of online shopping is slow, and the update of logistics information is slow
Mr. Zhang from Beijing bought a sofa online on March 14. When placing the order, the system prompted that the product was sent from Heze, Shandong and was expected to be delivered within two days, but Mr. Zhang waited four days and did not receive the product.
The system shows that the goods have been dispatched on the 16th, and the arrival time was delayed due to epidemic prevention and control reasons.
In the end, Mr. Zhang received the online shopping one week after placing the order.
Xiaokui from Weifang, Shandong waited longer than when Mr. Zhang could receive the goods in a week.
Of the ten items that were ordered in early March, only three have arrived so far.
Mr. Zhao from Liaoning suffered the embarrassment caused by poor logistics information.
Consumer Mr. Zhao
: It should have arrived on the 20th, but the result has been delayed. The logistics information shows that it has been loaded from the Shenyang transit yard, but the actual communication with the customer service is still in the Shenyang transit.
The reporter learned from a complaint platform that the express logistics-related complaints in March are close to 20,000 orders so far. The main complaints of consumers focus on express delivery delays, express delivery losses, customer service and after-sales service, etc., which involve delays and delivery issues. The number of complaints accounted for nearly 40% of the total number of complaints.
E-commerce operators "difficult to purchase and slow to deliver" orders dropped significantly
Due to the obstruction of logistics, not only are the things consumers buy late, but some operators on the e-commerce platform are also facing losses caused by the backlog of goods and platform penalties.
Wang Yuanjian, who is in the clothing e-commerce business, has been very anxious recently. It should be the time for spring clothing to be on the market, but due to the epidemic, it is difficult for him to transfer new products from other places to sell.
Compared with the difficulty of purchasing, Wang Yuanjian is more worried about delivery.
Because the logistics time is too long, some consumers give up the purchase, and some choose to refund the order midway because the waiting time is too long.
Wang Yuanjian, a merchant on an e-commerce platform
: Since the impact of the epidemic this year, our orders have really plummeted, maybe half.
Although order volume is decreasing, logistics costs are increasing.
If consumers return goods halfway, the logistics costs will be borne by the operators themselves.
Compared with selling clothing, shoes and hats, fresh food pays more attention to the speed of logistics.
A company in Ganzhou, Jiangxi Province, has placed 500 fresh food orders since March, and many orders have lost a lot of money due to the longer transportation time and the deterioration of the food.
Lan Sendi, general manager of an agricultural product trading company in Ganzhou City
: If there is an epidemic or a blockade in the delivery place, the express delivery cannot reach the customer.
Once there is about 30% of the bad results, we will fully compensate the customer.
Lan Sendi said that in the past, the fresh fruits sent by the company could reach customers within three days, but now it is difficult to guarantee the specific delivery time to customers at this stage. You will face penalties from the e-commerce platform.
Logistics enterprises dynamically adjust postal routes and multiple drivers to connect and transport goods
In the face of this round of epidemic, regional transportation has been blocked in many places, and some logistics companies have begun to dynamically adjust transportation routes to reduce the impact of logistics blockage.
When a logistics and transportation company transported goods for a technology company in Beijing not long ago, due to the upgrade of control measures, the transportation time was affected, resulting in a shutdown of more than 20 hours.
The reporter learned that even if there is no epidemic at the starting point and destination of sending and receiving emails, the epidemic situation in the transit center will affect the dispatch and operation.
This requires logistics companies to dynamically adjust the logistics routes in real time.
Zhang Zhanjun, Deputy General Manager of the Delivery Division of China Post Group Co., Ltd
.: 56 inter-provincial lines have been added to the entire network, and 168 inter-provincial lines have been dynamically adjusted to avoid some of the epidemic's impact on our postal routes by detouring and direct opening. influence.
It is understood that at present, more than 90 cities have required truck drivers traveling across provinces to provide a 48-hour nucleic acid test negative certificate and a green travel code to allow the goods to be delivered as much as possible.
Some logistics companies adopt the connection mode to let the goods "enter the city" and the drivers do not "enter the city".
Due to the lack of a unified release platform for epidemic prevention and traffic control information released by various places, the information is not smooth, resulting in drivers unable to walk, being isolated, vehicles unable to get off the high-speed, and unable to enter the logistics park.
Zhou Zhicheng, Director of the Research Office of China Federation of Logistics and Purchasing
: First, it is recommended to unify the national epidemic prevention and control and traffic control information release channels, and the second is to ensure that the major urban production and living freight logistics channels should be unobstructed. Process.