If you don't inform, let it go. When the phenomenon is lost, reporters investigate the chaos of express collection.
□ Our reporter Han Dandong
□ Jiang Xiaorui, an intern of our newspaper
Because the express delivery was signed by others, the rights protection was deadlocked - Zhang Wen (pseudonym) from Wenzhou, Zhejiang did not expect that his express delivery was lost after being signed by the collection point. The opponent "kicks the ball".
The explanation given by the courier is that a certain amount of work needs to be completed every day. If it is all waited for the recipient to inspect the goods and then sign for receipt, it will be difficult to complete the workload. Therefore, the courier has to be delivered to the collection point and sign for the recipient. Then notify the recipient to pick it up.
"After the courier arrived at the collection point, it was signed by the staff by scanning the code, and then placed on the shelf for self-collection. At this moment, another recipient took the courier away." Zhang Wen subsequently passed The surveillance video of the collection point saw such a scene.
Zhang Wen believes that the courier placed the courier at the collection point without his consent, and the collection point was poorly managed, which eventually led to the loss of his courier.
Zhang Wen's experience is not an isolated case.
In Jizhou, Tianjin, a reporter from the "Rule of Law Daily" learned that at present, only two or three express delivery brands can deliver express delivery in most communities.
Generally, the courier will notify the recipient by text message after placing the courier at the collection point.
"Many couriers do not notify the recipients, but directly place the courier at the collection point and let the recipient pick it up by themselves, and usually the system automatically sends the pickup code and informs the recipient which collection point to pick up. "Wei Wei (pseudonym), who lives in Jizhou, Tianjin, said in combination with his own experience in picking up express delivery.
In addition, the reporter also noticed a phenomenon: in addition to being sent to the collection point without authorization by the courier, some couriers are put into the express cabinet, and then the courier sends a pickup message to the recipient with the pickup attached. After the pickup code is scanned, the system will automatically consider the courier to confirm the receipt, but the recipient cannot check whether the item is damaged during this period.
In recent years, the scale of online shopping has become larger and larger, and the problem of distribution has become prominent.
In order to solve the problem of the "last mile" of distribution, express cabinets and express collection points came into being.
It is understood that express collection points are mainly opened near some communities. There are not only special collection points opened in the form of franchisees, but also some convenience stores and real estate agencies that also operate collection services.
The reporter interviewed many people at random recently and found that "the delivery was placed at the collection point without notification, and it was 1 km away from home", "I made a special note not to put it at the collection point, but left it", "I went to the collection point several times and no one was there." "Traveling around with express delivery is like opening a blind box" "Express delivery service is a standardized service, and the service agreement stipulates the delivery service to the door. Some expensive express delivery needs to be unpacked in person for acceptance, and fresh food needs to be kept fresh immediately, such as Who should bear the losses?” The express collection point originally set up for the convenience of consumers has been frequently complained by consumers in recent years.
The reporter's investigation found that some collection points did not respect the consumer's right to choose, the pickup time was unreasonable, the courier was randomly stacked, and the courier was lost from time to time.
A courier told reporters that there are no couriers at all in many places with collection points, but the courier station divides the express delivery to the collection point, and the collection point informs the recipient to scan the code to pick up the package.
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 recipient address, recipient, or the recipient designated by the recipient.
Since there are relevant regulations, why does the disorderly collection still occur frequently?
In the view of Wu Yue, a professor at Beijing Wuzi University, express delivery companies adopt the method of joining terminal employees, which makes it difficult for couriers to strictly enforce the regulations without various guarantees even if there are relevant laws, regulations and industry regulations.
"With the rapid increase in the business volume of the express delivery industry, the incentive system at the end of express delivery has not been able to adapt to the current market demand, which has led to the increasingly prominent contradiction between consumers and couriers at the end of express delivery. " said Zhao Xiaomin, an expert in the express logistics industry.
A number of experts interviewed by reporters pointed out that it takes a multi-pronged approach to control the chaos of collection agency.
The collection point is to serve the convenience of consumers, and its management should be optimized to improve the quality of service.
It is suggested that express delivery companies optimize the performance evaluation and reward and punishment measures for couriers, so that couriers have the motivation to improve their services; straighten out the rights and obligations between express delivery companies and collection points through contracts and other methods, and express delivery companies should strengthen collection points. The postal supervision department should also strengthen the supervision of express delivery companies and collection points, and urge the express delivery industry to improve service quality by means of fines, ordering to suspend business for rectification, or even revoking its express delivery business license.
"At the policy level, it is necessary to speed up the transformation and upgrading of the main body of private express delivery enterprises, so that enterprises can safeguard the survival interests of employees and fulfill the social responsibility of the market body of enterprises. Board. Express companies should also strengthen employee training and the cultivation of the concept of the rule of law. The management method of focusing on punishment and escrow by punishment needs to be changed, and more humanistic care is needed.” said Liu Jianxin, an expert in the express logistics industry.
Zhao Xiaomin also put forward suggestions from the perspective of the end of express delivery: the guarantee and welfare mechanism for couriers should be further improved, and at the same time, couriers should also improve their competitiveness, so as to "deliver every item well".