Take a courier and walk for one kilometer, and some are forced to take pictures...Who is it convenient for the courier collection point?
Xinhua News Agency, Beijing, March 17th. Question: Take a courier and walk one kilometer, and some are forced to take pictures...Who is it convenient for the courier collection point?
Xinhua News Agency "Xinhua Viewpoint" reporter Zhou Ziyang
"I was sent to the rookie station without notice, 1 km away from home" "Intentionally not to leave the station, but to release" "I went to the collection point several times and no one was taken" "Pickup was forced to take pictures"... Originally The express collection points set up for the convenience of consumers have been frequently complained by consumers recently.
"Xinhua Viewpoint" reporter survey found that some collection points do not respect consumers' right to choose, the pick-up time is unreasonable, and the phenomenon of lost express delivery occurs from time to time.
If you don’t tell, it’s not easy to get it back, and some are forced to take pictures.
Mr. Zhang lives in the third phase of Guanghua Garden, Fuxing District, Handan City, Hebei Province. The courier truck can enter and exit, and the courier can also go upstairs.
But since a rookie station and a panda quick collection outlet were set up near the community, he felt that it was "too strenuous" to get a courier.
Mr. Zhang said that he put the express delivery directly at the collection point without notice.
"It was found on the Internet that the business hours of this post were from 9 am to 7 pm, but a notice was posted at the door of the post saying that it would be closed from 12 noon to 2 pm." Mr. Zhang vomited, "When I get home from get off work, it will also be closed. !"
In order to receive the express delivery normally, Mr. Zhang set up on the Cainiao App to refuse to send the express to the Cainiao Station, but it has no effect.
His courier is still placed directly at the rookie station, and it cannot be stored normally, so he needs to find it by himself.
Many people complained: “It’s cool to place a single order, and it’s often difficult to receive the goods.” Xiaomu, who lives in a community in Daxing, Beijing, told reporters that the courier placed the express at the rookie station in the community without notice.
"I called the courier company to complain, made this express urgent use, and requested that it be delivered to the door as soon as possible. In addition, do not deliver the courier to the station in the future. The customer service agreed." Xiaomu said, but after waiting for two days and calling twice to complain , Her urgent package was thrown at the door, and the subsequent express delivery was still delivered directly to the rookie station.
"Is there any way to keep express delivery? There are people at home every day." Xiao Song from Beijing said helplessly.
In addition to placing the courier at the collection point without permission, many people reported that it was not smooth to pick up the package from the collection point.
Ms. Li from Xicheng District, Beijing, said: "I can't pick it up after 8 o'clock in the evening. I want to pick it up before work the next day. The collection point hasn't opened after 9 o'clock."
The reporter found that some collection points are often left unattended, and some people are not very responsible for checking the information of the picker. Anyone can take the courier at will, which increases the risk of loss.
Ms. An, who lives in Pudong New Area, Shanghai, said that the cosmetics she bought online showed that it had been delivered after being temporarily stored at the station, but she had never picked it up, and the station staff could not tell who took it away.
There is also the collection method of collection points that is suspected of excessive collection of personal information and infringement of consumer privacy.
Some consumers have reported that the pickup machines at some collection points will take photos and archives of the pickup. Once the user reports that the piece is lost, the station staff will inquire about the photo information at the time of the pickup.
These problems at the courier collection point are not accidental.
The Weibo topics "Force pickers to take pictures and archives at courier collection points" and "Does courier collection points compulsorily take photos will reveal privacy", with more than 150 million views.
I know the question "How many people gave up Taobao because of the rookie station" with nearly 7 million views, and more than 2,400 netizens answered. Most of the high-voicing answers were complaints about the rookie station's services and sharing their own experience of complaining about rights protection.
Another question "Is the rookie station really convenient?" was answered by more than 1,600 netizens. Among them, the respondent with the highest number of votes said, "Now I have to take express delivery to a collection point that needs to cross two roads, and this The collection point is closed at noon, and the business hours are highly coincident with their own working hours", which was endorsed by 18,000.
Why is there a small number of collection points and low service quality in a region?
In recent years, the scale of online shopping has become larger and larger.
According to the monitoring data of the State Post Bureau, as of February 7, it took only 38 days for my country to exceed 10 billion express delivery in 2021, while it took 80 days in 2020.
The distribution problem then became prominent.
On the list of "National Ranking of 100 Occupations with More Jobs than Job Hunting and'Most Short of Jobs'" issued by the Ministry of Human Resources and Social Security, the profession of "courier" has been on the list for 4 consecutive quarters in 2020, including the first and second quarters. All ranked second.
In order to solve the problem of the "last mile" of distribution, express cabinets and express collection points have been developed accordingly.
It is understood that the express collection points are mainly located near some communities. There are special collection points opened in the form of franchise, and some convenience stores and real estate intermediaries are also engaged in collection services.
Ms. Yan, the manager of a rookie station in Liwan District, Guangzhou, said that the average number of couriers delivered by each courier company in the community is four to five hundred per day. Each courier company usually has only one courier in charge of a community. It is difficult to deliver it to your door.
Therefore, the courier company signed a contract with her to put the express in the post.
According to the contract, the courier company paid Ms. Yan based on the number of shipments.
It is understood that most express delivery collection points currently adopt this type of operation.
This means that in an area, the fewer the number of courier collection points, the more courier items will be stored in the warehouse, and the higher the revenue of the collection point.
"Our community is very large. It takes more than ten minutes to walk from the east gate to the west gate. There is only one collection point around the community, which is a real estate agency outside the west gate. My home is in the northeast corner of the community, and each time I take a courier for at least half an hour." Mr. Wang said.
At present, the management of the collection point mainly comes from the platform to which it has joined.
Ms. Yan told reporters that the platform stipulates that they are open for at least 10 hours a day.
However, many consumers report that the opening hours of many collection points are arbitrary and basically coincide with working hours.
For the courier, it is also the best choice to concentrate the express delivery at the collection point.
The reporter learned that at present, most of the income of couriers is composed of "basic salary + delivery commission + receipt commission". Putting the express delivery in batches at the collection point greatly reduces the delivery time. It can also be reduced when the number of express delivery is large. Complaints caused by delayed delivery.
Consumers are worried that it will be difficult to defend their rights due to retaliation and should strengthen supervision and optimize management
According to the Interim Regulations on Express Delivery that came into effect on May 1, 2018, companies engaged in express delivery services should deliver express mail to the agreed receiving address, recipient, or recipient designated by the recipient.
Deng Yong, a lawyer from Beijing Dongyuan (Shenzhen) Law Firm, said that if you do not receive the express delivery as agreed, you can file a complaint with the express company headquarters, the express delivery authority or the consumer committee in your region to defend your rights.
It is understood that the platform will also impose fines on collection points based on user complaints.
But in fact, it is not easy for consumers to defend their rights.
Ms. Wu, who lives in Siming District, Xiamen City, told reporters that she had previously complained to the official customer service of the rookie station because the station staff had overcharged the express fee, and the customer service promised to handle it anonymously.
However, two hours later, Ms. Wu received a call from the station staff to abuse her.
Two days later, the official customer service called back, saying that the matter had been resolved, and refunded the overcharged fee.
On March 2, Ms. Wu’s family went to the rookie station to send mail and was rejected, and the staff was arrogant.
Later, the rookie station customer service admitted that the first step in their handling was to give the complainant’s information to the station so that the station could resolve it first.
"After receiving complaint information, many staff members of the inn first thought not to solve the problem, but to get angry and retaliate, and they had the detailed personal information of consumers." Ms. Wu said worriedly.
The reporter found that because the collection point is often close to the home address, and consumers have frequent contact with the collection point staff and couriers, it is difficult for consumers to make complaints and rights protection anonymous, which makes consumers more worried about rights protection. .
Reporters inquired on the Black Cat complaint platform and found that there were more than 10,000 complaints about "collection points" or "posts", of which more than 200 complaints mentioned that they were threatened by collection point staff or couriers.
Industry insiders suggest that the collection point is originally for the convenience of consumers, and the next step should be to optimize management and improve service quality.
Deng Yong said that express delivery companies should optimize the performance evaluation and rewards and punishment measures for couriers so that couriers have the motivation to improve their services; to straighten out the rights and obligations between express companies and collection points through contracts and other methods, express companies should Strengthen the supervision of collection points.
In addition, the postal supervision department should strengthen the supervision of express delivery enterprises and collection points, and can urge the express delivery industry to improve the quality of services through fines, order to suspend business for rectification, or revoke its express delivery business license.