SF Express has been caught in the "insurance and compensation dispute" Consumers: Claims are not easy Courier: 20% of premiums can be commissioned
On September 23, SF Express issued a statement to apologize for the social concerns caused by the continuous hot searches.
The Red Star Capital Bureau noticed that since September, SF Express has been involved in the “warranty for price protection and compensation” one after another, and has been pushed to the cusp of public opinion several times.
Today, discussions on express insured prices and SF Express services triggered by the “insured price compensation dispute” are still ongoing.
Why do consumers pay extra insurance premiums, but it is still difficult to claim?
The Red Star Capital Bureau found that SF Express did not explain clearly the rules of insured price and claims settlement.
In addition, the price insured service provided by SF Express is performed by SF Express and the claims are also settled by SF Express.
In this regard, some market voices questioned that SF Express is "both an athlete and a referee"?
How to protect consumer rights?
Consecutive "insurance and compensation disputes"
SF Express is connected to the hot search
On September 20, a man from Chongzuo, Guangxi, claimed that his sister sent dried fish to Pingxiang by SF Express, but because she was not at home, she put it in the guard room of the community.
After receiving the goods, the man saw that only the head and tail of the fish were left, and the body was cut off. After weighing, it was found that it was 500 grams less than when it was delivered, and the tape on the packing box was suspected to have been pasted twice.
On September 23, SF Express issued a statement in response to the incident, saying that the express was packaged and sent under monitoring, and the outer packaging of the package was intact.
After receiving the abnormal feedback, the investigation was started as soon as possible according to the process system, and the abnormality in the delivery and transportation links has been basically ruled out, and the incident is still under further investigation.
Since September, SF Express has frequently appeared on Weibo’s hot search, and related events are all related to the insured price.
Along with the hot search topics are negative information such as "insurance without compensation" and "difficulty in making claims for consumers".
On September 13, the topic of "SF Express lost 20 grams of gold with an insured price of 8,000 and lost 2,000" rushed to the top of Weibo's hot search list.
According to Qianjiang Evening News, Mr. Liu from Xiaoshan, Hangzhou, sent 20 grams of gold worth about 8,000 yuan through SF Express, and purchased a price-insured service worth 8,000 yuan.
But when the courier lost the item, SF’s customer service said that it could only pay 2,000 yuan.
Before Mr. Liu, SF Express also caused heated discussions about the issue of compensation for lost items.
On September 6, Oriental Today's "Chitu Video" quoted "Xinyuan Video" to report that Ms. Xia from Shenzhen said that her iPhone worth 11,000 yuan was lost by SF Express. The insured price of 2 yuan, so SF Express only compensated 1,000 yuan.
SF Express, which has been caught up in the "insurance and compensation dispute" one after another, has been pushed to the forefront of public opinion several times.
The topic of "sending 20 grams of gold insured for 8,000 will only pay 2,000" continues to ferment. On September 14, SF Express responded that it would assist customers to report to the police as soon as possible, and at the same time enter the customer service full claim settlement process.
On September 13, the full amount of the insured price of 8,000 yuan was paid in advance.
After the police's investigation and search, with the concerted efforts of all parties, the customer's lost gold has been found.
Although the matter has already come to a conclusion, the discussions on express delivery insurance and SF Express services have continued.
Some netizens said: "Mr. Liu's gold has been recovered. How can consumers' trust in SF Express be recovered?"
The Red Star Capital Bureau found that the difficulty of SF Express’s insurance claims settlement is not an exception.
On the Heimao Complaint Platform, there are more than 10,000 complaints about SF Express’s insured prices.
A consumer filed a complaint on September 5th, saying, "5 bottles of wine were sent by SF Express, and the insured price was 12,500 yuan, but the premium cost 100 yuan. What's the point of having a price guarantee?"
In addition, on China Judgment Documents Online, it is not uncommon for consumers to sue SF Express to the court due to the issue of insurance claims.
A ruling issued in February 2021 shows that a company in Beijing mailed a bank acceptance bill with a face value of 50,000 yuan through SF Express, and insured the price at 50,000 yuan and paid the insured price of 250 yuan.
After the mail was lost, the above-mentioned company sued SF Express to the court and demanded compensation of 50,000 yuan. The court held that the plaintiff insured the price of 50,000 yuan and paid the price for the price. Now that the mail is lost, SF Express should compensate the plaintiff according to the price.
Repeatedly "missed the contract" in the insurance premium payment
Being questioned for "being both an athlete and a referee"
Why did SF Express, which has always shown itself as a "high-end" image, repeatedly "break the contract" on the issue of insured price compensation?
The Red Star Capital Bureau noticed that SF Express classified insurance as a value-added service, and provided charging standards for different businesses.
Although customers paid additional insurance premiums, SF Express did not explain clearly the rules for insurance premiums and claims.
For example, SF Express mentioned in the column of insured product introduction: "During transportation, due to the responsibility of SF Express, the consignment is lost, and SF Express will compensate according to the declared value and the proportion of the loss."
The claim settlement rules also stipulate: "When making a claim, please provide proof of true and valid value, and SF Express will evaluate the value of the loss based on the market value and the opinions of third-party institutions." Among them, the declared value, loss ratio, market value, and opinions of third-party institutions will evaluate the value of the loss. , the explanation of many terms is not clear, what is the standard when it comes to the real claim settlement?
In this regard, the Red Star Capital Bureau called SF Express, and a customer service staff replied that they would comprehensively consider: "We will first verify the amount of loss, in principle, the loss or total damage of the insured express will be compensated according to the insured amount, but the relationship between the declared value and the actual value must be compared; Partial damage or shortage shall be compensated according to the value of the actual loss, but the maximum compensation shall not exceed the insured amount."
When the Red Star Capital Bureau further inquired whether the decision-making power rests with SF Express, and whether there is a third-party agency involved to ensure fairness, SF Express customer service said that SF Express has no third-party agency, and customers can entrust a third party.
It is worth mentioning that, from the above introduction, it can be seen that the price insured service provided by SF Express is performed by SF Express and the claims are also settled by SF Express.
In this regard, some market voices questioned that SF Express is "both an athlete and a referee"?
How to protect consumer rights?
In this regard, the Red Star Capital Bureau contacted SF Holding, but there was no reply as of press time.
Chen Wenming, chief lawyer of Zhejiang Xiaode Law Firm, told the Red Star Capital Bureau that the express company and the sender are in a contract of transportation, and the express company should bear or compensate the sender for any losses caused by transportation.
Lawyer Chen Wenming said that for the purchase of insured express or mail, compensation should be made according to the insured amount.
For the express or mail that has not purchased the insured value, compensation shall be made in accordance with the "Postal Law of the People's Republic of China", "Civil Code" and other relevant laws and regulations.
In the process of express delivery, in some cases, even if there is no insured value, if you can provide proof of the value of the item, it may be compensated for the original amount.
In response to the problem of difficult claims settlement by express delivery companies such as SF Express, Yang Daqing, an expert in the logistics industry, told the Red Star Capital Bureau that the reason for the difficulty in claim settlement is that, on the one hand, the current claim settlement service system is not perfect, and there is a lack of professional and convenient service guarantee system for the determination of commodity value, which makes consumers and Businesses hold their own.
On the other hand, express delivery also needs to refine service specifications for the delivery of some non-standard items.
Xie Xiaowen, a special researcher of the China Society of Logistics, mentioned to the Red Star Capital Bureau that at present, it is indeed necessary for the State Post Bureau and the express industry association to seriously study the issue of express delivery insurance, and fully combine the market and consumption environment to guide the industry to form a scientific, reasonable and innovative model. Express delivery price insurance compensation system. to better meet development needs.
Insured price becomes a way to "increase income"
SF courier revealed that there is a 20% commission
It is worth mentioning that, behind the "insured price compensation dispute", the insured price has also become part of SF's "income increase".
The Red Star Capital Bureau learned that SF Express will give the courier a corresponding "commission" for the insured price.
On September 15, Chen Yang (pseudonym), a courier who has worked in SF Express for three years, told the Red Star Capital Bureau, "When customers send valuables, we will always remind them that the price is more secure, but it still depends on the customer's wishes, and we cannot force them to insure the price. "At the same time, Chen Yang also mentioned that the company will give the courier a "commission" for the insured price, which is about 20% of the insured price.
According to the 2022 semi-annual report just released by SF Express, the total number of shipments in the first half of the year reached 5.13 billion votes.
Assuming that 10% of express delivery companies choose the insured price, the minimum insured price of 1 yuan can increase the income of about 500 million yuan in half a year.
In this regard, the Red Star Capital Bureau called SF Holding, and the relevant person in charge said that they need to understand the situation with the company before replying.
Before falling into the public opinion controversy of insured price and no compensation, SF Express just announced that starting from September 5, in 50 major large and medium-sized cities across the country, it also showed the service commitment of "no delivery, promise to pay".
After the user's feedback is verified to be correct, they can get a 5 yuan customer experience guarantee red envelope.
This service will start from these 50 cities and gradually expand to the whole country.
It can be seen that in recent years, the express delivery industry has fallen into a homogeneous competition, with damaged express delivery and non-delivery to your door, which has reduced the consumer experience.
On the other hand, SF Express intends to improve its services, trying to use door-to-door delivery to enhance the consumer experience.
However, at this point, disputes over insured price compensation occurred one after another, which may have an impact on SF Express's reputation.
The Red Star Capital Bureau noticed that the "price protection and compensation dispute" caused the share price of SF Express (09699.HK) to plunge.
On the afternoon of September 13, SF Express dropped by more than 10% in the same city, and then recovered.
As of the close on September 15, SF Express closed at HK$6.55 per share, with a total market value of HK$6.114 billion.
In recent years, SF Express is trying to reduce the average fulfillment cost per order by increasing the number of crowdsourced riders.
In the future, how to reduce labor outsourcing costs on the basis of ensuring service quality has become a difficult problem that SF Express needs to solve.
Chengdu Commercial Daily-Red Star News reporter Qiang Yaxian