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Yangcheng Evening News reporter Lin Xi intern Cao Xuan
Have you ever experienced the SMS of "taking the xx express package with the pickup code to the xx express locker" in the process of waiting for the courier? Have you ever forgotten the express mail in the courier cabinet and received a reminder at midnight that the courier was about to be charged? However, these may become history. On January 7, the State Post Bureau's Measures for the Administration of the Express Delivery Market (Revised Draft) (Draft for Solicitation of Comments) publicly solicited opinions from units and individuals. The Draft for Comments mentions that enterprises engaged in express delivery business shall not confirm the receipt of express mail on behalf of users without the consent of users, and shall not deliver express mail to express delivery to express delivery terminal service facilities such as smart express boxes and express delivery service stations without authorization. In case of violation, the directly responsible personnel will face a fine of up to 3,000 yuan, and the courier company will face a fine of up to 30,000 yuan.
In today's e-commerce boom, express delivery is closely related to our daily lives. As soon as this news came out, it directly ignited the hot spot of public opinion. Some people clapped their hands and applauded, while others expressed concerns from different levels. So, can this solicitation of opinions really solve the problem of "express delivery not coming to the door"? Will the express delivery industry usher in an inflection point of high-quality development?
Consumers Express delivery does not deliver to the door into a "habitual action"?
Recently, at the 2022 National Postal Management Work Teleconference of the State Post Bureau, the State Post Bureau said that it is expected that the postal business revenue (excluding the direct operating income of the Postal Savings Bank) and the total business volume in 2021 will be 1.27 trillion yuan and 1.36 trillion yuan, respectively, an increase of 15% and 24% year-on-year; the income and business volume of express delivery business will be 1.04 trillion yuan and 108.5 billion pieces, respectively, an increase of 18% and 30% year-on-year.
The volume of express delivery business is rising, but the quality of express delivery services is uneven. Home delivery becomes a courier cabinet to pick up, the pickup overtime is charged, and the courier station is far from home... The level of terminal delivery services has declined significantly. Although consumers have been complaining for a long time, it seems that express delivery has become a "habitual action"?
Interestingly, the Yangcheng Evening News reporter randomly entered the keyword "express cabinet" on social platforms such as Weibo, Little Red Book, Douban, etc., and found that there were many complaints that the courier directly put the courier into the express cabinet without permission, and there were tutorials such as "how to set up and close the Fengchao express cabinet" and "two steps to teach you to waive the Storage Fee of the Fengchao Express Cabinet".
For the phenomenon of express delivery "not telling and voting", Xiao Chen, a white-collar worker who often shops on Taobao, told reporters that he was very disgusted by this behavior of the courier. Xiao Chen believes that the cost of express delivery originally included the cost of courier delivery to the door, and even two or three times during the promotion, because the express cabinet was full, his parcel was thrown on the shelf of the community, and then he could not find it. "Later things are ripping off, the property said to ask the courier, the courier said that it has been put on the shelves, the complaint that the courier company has not responded, time-consuming, labor-intensive, cost-consuming and let the mood be bad."
Ms. Li, who lives in Panyu, Guangzhou, also complained about this kind of "no notice to consumers" behavior, "The pole rabbit in the community never comes to the door, as long as the merchant uses the pole rabbit, what address is written is only sent downstairs fengchao, and there is no notification." The vast majority of other couriers are thrown at the door of the house, some may knock on the door, do not wait for the door to open the door and leave, some do not even knock on the door, do not notify. ”
Guangzhou Ms. Ye also expressed the same distress to reporters, she said that she often works overtime and travels due to busy work, most of the packages are placed in the express station or express locker, often missed the pickup time when they arrive home, and once they travel, they have to pay high express overtime fees.
However, some respondents said that they can understand and accept the behavior of express delivery, but hope that the courier can contact the courier by phone or text message in advance, and put the package into the express locker or station after consultation between the two sides.
Couriers "home delivery" is difficult and prefer to spend money to store the cabinet
In fact, for most consumers, as long as the pickup from the express locker within the specified time is free of service fees, but the courier needs to pay for the storage. According to the three links, one, SF, Jingdong and other express delivery companies, all require couriers to deliver to the door, so why are they willing to spend money to store the cabinet, rather than home delivery?
Yangcheng Evening News reporter investigated and learned that taking Fengchao as an example, the price of the small cabinet is 0.2 yuan, the medium cabinet is 0.4 yuan, and the large cabinet is 0.6 yuan. A SF express brother told reporters that sometimes the company will have subsidies, but most of the time you have to pay for the cabinet, "Monday to Friday during the daytime delivery is basically a lot of people are at work, do not put the express cabinet is no way, each month the cost of storage is basically thousands of yuan." A Yunda express brother said that he deposited more than two thousand yuan during the "Double 11" period last year. Even so, there are still many couriers who are willing to store the courier in the courier cabinet out of their own pockets. The reason is simple, the courier cabinet can greatly improve the delivery efficiency of the courier.
Xiao Li, a courier in Zhongtong, told reporters that his average daily delivery volume is about 100-200 pieces, and he can exceed 500 pieces a day during the peak period of e-commerce promotion. In the delivery process, there will often be customer phone calls, no one at home, etc., if there is no unified delivery, the time cost will increase significantly. Storing the courier in the express cabinet or station can improve the delivery efficiency, and the second can also avoid the risk of losing the courier directly in public areas such as the doorway of the home.
Problem Solving Some companies have tried to increase the speed delivery fee slightly
According to the Yangcheng Evening News reporter learned from a number of express delivery companies, express delivery companies basically require couriers to achieve a daily delivery performance rate of 95% to complete the task, if the performance rate is too low, the income of couriers will also be affected accordingly.
Some courier brother revealed that each single delivery fee income is about 1-1.5 yuan, each single income is not high, the amount of dispatch is large, and it is necessary to complete a certain amount of dispatch, if each courier is delivered to the door, it is not practical, and many communities have access control, can not go in, especially during the big promotion, sent to 9 o'clock in the evening is more than 10 o'clock is a common thing.
In September last year, Zhongtong, Shentong, Baishi and other express delivery companies announced that the express delivery fee would rise by 0.1 yuan per ticket, using this incentive mechanism to increase the income of couriers, and then hoped to improve the quality of service. However, the move appears to have had little effect.
Some industry insiders believe that 80% of the orders of express delivery companies come from e-commerce, and with the continuous growth of the single volume of e-commerce companies, the cost of labor, venue, equipment and transportation that express delivery companies adapt to continues to rise. Under the pressure of service costs, compressing the quality of service seems to be a helpless move.
The different management systems of various communities are also a major obstacle to "express delivery to the door". The property personnel of a large residential area in Zhujiang New Town, Guangzhou, revealed to reporters that not allowing express delivery to come to the door is mainly considered from the aspects of epidemic prevention and control and safety management. "The frequent flow of couriers in the community will increase the risk of the spread of the epidemic; at the same time, our community adopts the model of one elevator card on one floor, and if the elevator card on each floor is rushed to the courier, it may cause security problems."
Industry experts The new regulations will reach the inflection point of high-quality development of the express delivery industry
According to the reporter's understanding, the current express delivery market management method has been used since 2013, and the draft for comments has been revised and improved a lot and added a number of chapters, including the first time that express delivery companies "shall not provide express delivery services at a price lower than the cost without legitimate reasons" and "shall not deliver without the consent of users".
In this regard, Zhao Xiaomin, an expert in the express delivery industry, told the Yangcheng Evening News reporter that he believes that after the introduction of the new management measures, the express delivery industry will usher in a year of high-quality development in 2022. Major express delivery companies in order to seize the market are fighting a price war, but vicious competition on the express delivery industry chain upstream and downstream participants have had an extremely negative impact, the enterprises also realized that the express delivery business should gradually shift from low-price disorderly competition to high-quality development, with services and products to speak. "For express delivery companies, the end incentive mechanism is very important. It should be necessary to fully mobilize the enthusiasm of couriers, rather than vicious competition through price wars. What enterprises should do now is to increase revenue through multiple channels, transform into an integrated logistics service body, and improve service quality as the fundamental. ”
At the same time, Zhao Xiaomin believes that the next express delivery industry or will usher in a reshuffle, mergers and acquisitions in the industry or will accelerate, can not adapt to the new needs of enterprises will face the risk of elimination. He said that the national level of express delivery laws and regulations continue to improve, the main business behavior of express delivery market entities will be standardized, it can also be considered that the inflection point of high-quality development of the express delivery industry has arrived.
Recently, there is news that the vibrato e-commerce test water "home delivery" service, the merchant in the background to order the logistics value-added function, the courier company is committed to home delivery, mainly for the express delivery service requirements of consumer orders, home delivery express increased charges of 0.8 yuan / single, when the courier company did not perform in accordance with the promised service, the courier company paid the merchant 5 yuan / single. However, Douyin did not respond to this.
Source: Yangcheng Evening News
![A number of express delivery companies announced that "the Spring Festival will not close", and companies such as Zhongtong and Jitu will raise prices[fig]](data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACwAAAAAAQABAAACAkQBADs=)