On March 1, the "Express Market Management Measures" officially came into force.
The measures stipulate that if there is no consent of the user to confirm the receipt of the express, without the consent of the user to use the smart express box, express service station and other means to deliver the express, throw the express, trample on the express, by the postal administration ordered to correct, to warn or circulate criticism, may be fined less than 10,000 yuan; where the circumstances are serious, a fine of between 10,000 and 30,000 RMB is to be given.
Consumers are looking forward to the implementation of the new regulations. However, on March 1, the first day of the implementation of the new regulations, many consumers said that express delivery was still directly delivered to the express locker without permission.
The first day of implementation of the new rules.
Didn't wait for home delivery.
Wang Ming (pseudonym), a user in Beijing, told reporters, "On the first day of the implementation of the new regulations, I waited for the express delivery at home, and finally only waited for the pickup code SMS. The above-mentioned user said that the 8 pots of peonies he bought were placed in the nest express cabinet by the courier without communication, and because the goods were all potted plants and needed to be transported several times, it was very inconvenient for Wang Ming, who had injured his hand.
In this regard, Wang Ming expressed his willingness to pay more, "Flower farmers are most afraid of slow express delivery, violent transportation and long distance from the post station."
In addition to Shentong Express, Wang Ming said that YTO and J&T Express were also placed in the "nest" without communication on March 1. In the end, Wang Ming chose to pick up the parcel at the nest express cabinet by himself.
For the correct delivery method, Wang Ming believes that consumers should be allowed to choose the delivery method when placing an order or on the day of delivery. In addition, you can use intelligent voice notifications to ask about the delivery method before delivery.
Courier brother: The workload has increased greatly, and I am worried about the increase in complaints.
Li Hai (pseudonym), a courier worker, said that even if the new regulations are implemented, it will be difficult to promote major changes in service quality. One of the reasons lies in the income of the express brother, "The single delivery fee of the SF Express brother on our side is 3 yuan, and the single delivery fee of the express brother is more than 1 yuan, and the asymmetrical income requires the same service, which is definitely unreasonable." ”
In addition, the courier brother needs to pay for the use of the nest express cabinet, and Li Hai introduced that the nest express cabinet in Shanghai is not cheap, "Xiaoge 0."4 yuan, 06 yuan, 08 yuan, there will be a discount on recharge. "The courier brother would rather pay to use the express cabinet than deliver to the door has a lot to do with the cost of time, Li Hai said, "according to the regulations to do, either send to the door, no one at home to take back to the company for processing or return, or contact the customer to obtain the customer's consent after the station." But in this way, there is no efficiency, the income of couriers is affected, the turnover rate is rising, and it is difficult for express outlets to recruit people. Lehi said that mandating door-to-door delivery would lead to an increase in courier turnover.
Judging from the actual situation, even if the operation is carried out according to the requirements, the courier may still be complained, "100 couriers can get through the ** at most about half, and many customers will hang up directly." There are also cases where the customer is complained about at the door of the house according to the customer's requirements, and some customers have someone at home but do not open the door, let the door be put at the door, and then complain that the express delivery is gone. Customers who complain about false signatures will be fined and then have to lose money. There are also many couriers that have been taken in by family members, and the recipients have complained directly without asking. ”
Xiaokang (pseudonym), a courier from Wuhan, believes that it is not realistic to implement the new rules on express delivery. His job content is to send couriers, send and receive sorting, handle complaints, and now he has to contact each customer, and the workload has increased greatly, "A ** also takes at least 30 seconds, and some people will not answer." ”
Xiaokang said that the company now requires them to try to hit and reply to customers to avoid complaints, and if they do not fulfill the new regulations, it may affect the performance appraisal. "It's not too busy in the off-season, and if it comes to "Double 11" and "6.18", there will be more and more express deliveries. He said that a complaint could cost him a fine of about 100 yuan, and he was worried that the number of customer complaints would increase in the future.
The new regulations upset the balance in the industry.
Balance of interests is key.
In 2023, China's express delivery business volume will complete 132 billion pieces, achieving business revenue of 12 trillion yuan, the annual per capita express delivery usage exceeds 90 pieces. It can be said that the introduction of new regulations for the management of the trillion-level market of express delivery is closely related to everyone's rights and interests.
It is clear that couriers are not allowed to "vote without telling us", which is expected to solve a long-term "pain point" - it will be more convenient to receive the parcel, and consumers do not have to queue up to go to the express service station or express cabinet to pick up the express, and they have received more respect for the right to choose. At the same time, it is clear that the delivery method shall not be selected without the consent of the user, which is also a further establishment of service specifications for the fast-growing express industry. In the long run, it is in line with the trend of standardized and professional development of the express delivery industry and social expectations.
However, this new regulation also increases the responsibilities of couriers and express station operators. Some post station operators said that they may "earn more without penalty" at that time.
Objectively speaking, the new regulations have indeed broken the previous "balance" in the industry. On the one hand, the current express delivery industry is fiercely competitive, and "free shipping" has almost become the default option on several mainstream e-commerce platforms. On the other hand, under the current fierce competition, in order to reduce costs, a large number of express delivery items are placed in post stations and express cabinets to improve the efficiency of delivery, and the acceptable income of front-line couriers is often based on the fact that "no home". The "weak balance" between low prices and convenience between express delivery companies, couriers and users is being broken by the new regulations.
Originally, the market to provide the best quality service of the express delivery companies to implement is the "piece to door", the current to undertake this wave of new pressure is the parity of the express delivery companies, especially the pressure of the new regulations may be transmitted to the most non-bargaining power of the post station and front-line staff, so that they face complaints, quarrels, deductions of embarrassment, and even on the Internet there are many consumers who say "distressed express delivery brothers".
The implementation of the new express delivery regulations, the balance of interests is the key, high quality is the economic law that can not escape, because the new regulations require "ask before investing" and "direct investment to the door" to increase the logistics costs, should be reasonably shared, e-commerce platforms, logistics companies, post stations, consumers need to "digest" this part of the cost together, need to further refine the work process, so that consumers have a differentiated choice. Don't let the front-line couriers and end consumers engage in "games", which are destined to be a lose-lose situation, and even induce quarrels and conflicts in individual cases.
In short, express delivery "direct delivery to the door" is a good thing, but it is necessary to do a good thing.
Comprehensive CBN, surging news, Yangtze River**.
*: CCTV.