Text: "Legal Person" magazine, reporter Li Yunshi.
On March 1, the "Measures for the Administration of the Express Market" (hereinafter referred to as the "Measures") was officially implemented. It clearly stipulates that if the enterprise engaged in express delivery business confirms the receipt of the express mail without the consent of the user, uses the smart express box, express service station and other means to deliver the express mail without the consent of the user, as well as throws the express mail and tramples on the express mail, the postal administration department shall order it to correct, give a warning or circulate criticism, and may impose a fine of less than 10,000 yuan; where the circumstances are serious, a fine of between 10,000 and 30,000 RMB is to be given.
On March 3, the reporter of "Legal Person" visited a number of express stations and smart express stations in Beijing, and interviewed a number of consumers and express delivery personnel to understand the situation after the implementation of the new regulations.
Courier to home but will be late
Courier delivery can finally be delivered to your home. On March 3, Sun Chao, a consumer living in Fengtai District, Beijing, told reporters that he had been waiting for the arrival of March 1 since the "Measures" were announced. Sun Chao said: "My house is in an old community, there is no elevator, and it is far away from the express cabinet and the post station, it takes half an hour to take the express every time, and I will even ride a battery car to pick it up." If you have received a courier fee and mailed it to the address given, why can't it be delivered to your home? ”
Sun Chao said that after the implementation of the "Measures", although the express delivery was delivered to the home, it was one day later than the time promised by the merchant. In this regard, courier Liu Qing told reporters: "Sun Chao's goods arrived early in the morning on March 2, but according to the "Measures", it is necessary to contact the consumer first and then determine the delivery method, which is delayed. ”
Ms. Wang, who lives in Fengtai, is in a slightly different situation. At 5 p.m. on March 3, Ms. Wang took her mobile phone to the express smart cabinet near her home and received the express delivery according to the password provided by the express delivery company. Ms. Wang said: "According to the logistics notice, it should be received on March 1, but on March 2, I have not received it, so I asked the courier, he said that there are a lot of goods now, if it is delivered to home, it will be quick, if it is placed in the express cabinet, it will be faster, many express delivery has not yet been notified, in order to receive the express as soon as possible, I agreed with the other party to put the express in the smart cabinet." ”
At 5 p.m. on March 3, a citizen was picking up a courier at the express cabinet Photo by Li Yunshi.
No ** confirmation was received, and the situation of storing the courier directly at the post station still exists. Jiang Xin, a consumer who lives in Yizhuang, Beijing, did not receive confirmation from the courier**, and on the afternoon of March 3, he went to the express station to pick up the express. In this regard, Jiang Xin said: "For me, the "Measures" are the same as not being implemented, and I still have to come here to pick up the mail. Maybe someone called **, but I didn't receive it. As a doctor, I don't have the opportunity to pick up ** at work, so maybe someone called it, but I didn't receive it. ”
The pressure on the courier increases and the intention of retreating
At an express station in Yizhuang, the reporter saw that the person in charge was scanning the code of the express that had just been delivered to the warehouse and placing it on the shelves. "Our post station is located at the entrance and exit of the community, there are temporary parking spaces next to it, the owner is convenient to pick up, as long as it is not a large, heavy, expensive express, each family will be sent here, but after the implementation of the "measures", the amount of goods placed in the post station has indeed decreased." The person in charge of a rookie post station in Beijing's Daxing Old Palace told reporters: "The volume of goods has decreased significantly, by about 30%. The reporter saw that although the number of goods has decreased, the shelves are still full of all kinds of goods.
On March 3, at an express station in Yizhuang, the reporter saw that the shelves were still full of goods Photo by Li Yunshi.
At 12:30 p.m. on March 3, Xiufeng (pseudonym), a courier who was supposed to go back to the outlet for dinner, was still running around in an old community in Yizhuang, "Since the day before yesterday, my lunch time has been shortened and delayed, resulting in a compressed lunch break. Xiufeng said that after the implementation of the "Measures", his daily working hours increased by about two hours, starting at 8 a.m. and not resting until 11 p.m. "Now the working hours every day are about to catch up with the double '12' of previous years, and one-third of the time is delayed in contacting customers. ”
Xiufeng told reporters that before the implementation of the "Measures", his daily delivery volume was 500 to 600 votes, and now the company requires each express mail to play **, so that if it is still in accordance with the original working hours, only about 400 votes a day can be delivered, which seriously affects the income.
On the afternoon of March 3, in a community in Yizhuang, a courier was contacting customers downstairs Photo by Li Yunshi.
Xiufeng, 42, has been working in the industry for nearly 10 years, but the past two days of work have made him feel resigned. "Now the workload is rising, the delivery fee is decreasing, the income is seriously not in line with the payment, and my family is also urging me to change careers. I'm now trying my best to make ** delivery, if I can't get through, I can only put it at the post station, once someone complains about me, I won't do it. ”
Sun Tian (pseudonym), the person in charge of an express outlet in Yizhuang, told reporters: "In 2022, the basic delivery fee given by the express company to the outlet will be 1About 5 yuan, deducting the operating costs of outlets, the basic income of the courier is 1 yuan per order. At the beginning of 2023, after the courier company lowered the delivery fee, the basic income of the courier per order dropped to 0About 9 yuan. However, we are worried about the resignation of the courier, so we dare not easily reduce the delivery fee, and the difference can only be borne by the outlets. ”
The Measures help the high-quality development of the industry
Sometimes it's not that we don't want to call, it's that we can't get through or no one responds to the message. Xiufeng said that in the one-day delivery process, nearly half of the users did not answer, or could not get through at all. In this regard, another courier Xiao Huang said: "Now some mobile phones directly define our ** as harassment ** or promotion**, and even some software directly blocks our**, not that we don't call, it is not possible to get through at all, we can only put the goods at the post station." When we encounter such a situation, should we also be punished? ”
In response to the above problems, on March 4, Xin Xianzhang, an expert consultant of Beijing Strategy (Haikou) Law Firm, told reporters that in this case, the liability for disputes arising from the courier placing the express delivery in the hive or post station needs to be analyzed in combination with at least three specific situations.
One is the buyer's choice. When a buyer signs up or uses a courier service, they can choose whether or not to allow the parcel to be dropped off at the locker or post office if they cannot be contacted. If the buyer chooses this service and the courier follows this choice, then the buyer should bear some responsibility.
The second is whether the courier has fulfilled the obligation to notify. Even if the buyer chooses to allow the package to be dropped off at the locker or post house if they cannot be contacted, the courier is still obligated to try to contact the buyer and inform them where the package will be placed and how to pick it up. If the courier fails to comply with this notification obligation, he shall be held responsible.
Finally, there is the security of the express package. If a parcel is stolen or damaged at a locker or station, the courier company is usually held responsible. Of course, the specific problems in the actual delivery business may be far more complicated than these three situations.
Xin Xianzhang said that although the implementation of the "Measures" objectively puts forward higher requirements and challenges to express delivery workers to a certain extent, it will help promote the high-quality development of the express delivery industry, enhance the overall image of the express delivery industry, and enhance consumers' trust in the industry. Judging from the actual situation of the current express delivery business, the design of the top of the business is gradually improving, but there is a big difference in the subjective feelings of couriers and consumers in the end delivery link. Couriers pay more attention to cost optimization, while consumers place more emphasis on service timeliness. How to optimize the "last mile" and even the "last 100 meters" delivery link of express delivery should not only become a game between couriers and consumers, but should work hard from the source to truly form a scientific, reasonable and fair long-term solution mechanism.
Edited by Qu Yang.
Editor-in-charge: Bai Kui.
Proofreading by Zhang Bo Zhang Xuehui.