Consumer Rights Protection Express Report| Express Delivery Damage only pays 60% of the actual price, and the surging intervenes to lose 80%

Intern Zhao Yu The Paper's reporter Lu Xinwen

Recently, Ms. Wu of Jiaxing, Zhejiang Province, reported to the surging quality report complaint platform (https://tousu.thepaper.cn) that on January 4, she sent goods from Jiaxing, Zhejiang to Chizhou, Anhui through Yuxin Logistics, but after the express delivery was delivered to Anhui, one of the goods was damaged and could not be used normally. Ms. Wu reflected the situation to Yuxin Logistics and asked for full payment, but the logistics company said that the courier damage only paid 60% of the actual price of the goods. The parties were unable to agree on the amount of the claim.

On January 16, after the intervention of the surging news, Jiaxing Yuxin Logistics responded that the standard for claims settlement according to 60% of the real price of the commodity was formulated by the group headquarters, and the customer had reached a consensus to increase the amount of compensation from 60% of the real price to 80%.

Ms. Wu's Yuxin logistics documents

Consumer Complaints:

Ms. Wu said she was a seller in the whole-house customization business, and on January 4, she wanted to express a set of mattresses from Jiaxing, Zhejiang Province, to a buyer in Chizhou, Anhui Province. The courier contains a total of four items, one of which is a rib frame bed frame, the side is made of steel, and during the transportation process, "I don't know why the side is bent, the bed frame cannot be used".

Ms. Wu said that on January 7, after Receiving the goods in Chizhou, Anhui Province, Yuxin Logistics sent her a photo of the damaged bed frame, in which the bed frame had been deformed. The staff of Yuxin Logistics Anhui asked Ms. Wu to contact the local Yuxin Logistics in Jiaxing, Zhejiang Province, to make a follow-up claim.

After Ms. Wu reflected the situation to Jiaxing Local Logistics, the other party Logistics said that it had not handled such a claim. On January 15, the customer service of Yuxin Logistics Headquarters called her and said that "only 60% of the claim can be settled."

Ms. Wu said that Jiaxing Yuxin Logistics said that if the express delivery is lost, it will all be claimed; if it is damaged, it can only pay 60%, which she is dissatisfied with, "There is no difference between the damage to the bed frame and the loss, and the customer cannot use it."

For the amount of compensation, Ms. Wu said that she reported to Yuxin Logistics according to the purchase price, but the 60% compensation ratio was too large for her.

Corporate Response:

On January 14, The Paper contacted Jiaxing Yuxin Logistics on this matter. On January 16, Yuxin Logistics responded that the claim standard is formulated by the group headquarters, they are subsidiaries, and they can only agree on the amount of compensation with customers according to this standard. According to the compensation standards of Yuxin Logistics, in the case of damage to the goods and the customer refuses to receive the goods, the amount of compensation is 60% of the price of the goods.

In response to the consumer's view that "the damage to the goods cannot be used equal to the loss", Jiaxing Yuxin Logistics said that this is a question that the general customer will ask, and when it is scrapped, it will be treated according to the loss, but the subsidiary does not have the authority to deal with the loss. At the same time, there is a problem of division of responsibilities within the logistics company after the claim, so it is necessary to clarify whether the reason for compensation is the loss of goods or the loss of goods, and there is a record in the system, so it cannot be directly handled according to the loss of goods.

At noon on the same day, Jiaxing Yuxin Logistics and the customer again began to negotiate, and finally reached an agreement, that is, according to 80% of the actual price of the goods to pay.

Editor-in-Charge: Yubing Tang Photo Editor: Jin Jie

Proofreader: Shi Gong