The courier is not fast! Delays, slow updates of logistics information... What's going on?

Due to the impact of the epidemic, since the beginning of March, express logistics in many places has been delayed or even interrupted in stages. Many consumers said that the goods they purchased online had problems such as slow arrival and untimely information updates, which has also become a hot spot for complaints on related platforms recently.

Online shopping goods arrive slowly, logistics information update is slow

Mr. Zhang of Beijing purchased a sofa online on March 14, and when placing an order, the system prompted that the goods were sent from Heze, Shandong Province, and were expected to be delivered within two days, but Mr. Zhang waited for four days and did not receive the goods.

The system shows that the goods have been departed on the 16th, and the arrival time has been delayed due to epidemic prevention and control reasons. In the end, Mr. Zhang received the goods purchased online a week after placing the order.

Compared to Mr. Zhang's ability to receive the goods a week later, Xiao Kui in Weifang, Shandong Province, waited longer. Ten items were ordered in early March, and so far only three have arrived. Mr. Zhao of Liaoning suffered from the embarrassment caused by poor logistics information.

Consumer Mr. Zhao: It should have arrived on the 20th, but the result has been delayed, logistics information shows that it has been loaded from Shenyang transit, but the actual communication with customer service is still in Shenyang transit.

The reporter learned from a complaint platform that the complaints related to express logistics in March are close to 20,000 as of now, and the main complaints of consumers focus on express delivery delays, express delivery losses, customer service and after-sales service, etc., of which complaints involving delays and delivery problems account for nearly 40% of the total number of complaints.

E-commerce operators "difficult to purchase and slow delivery" Orders fell significantly

Due to the obstruction of logistics, not only are the things purchased by consumers delayed, but some operators on e-commerce platforms are also facing losses caused by the backlog of goods and platform penalties.

Wang Yuanjian, who is in the clothing e-commerce business, has been very anxious recently, and it should be a time when spring clothing listing and sales are hot, but because of the logistics obstruction caused by the epidemic, it is difficult for him to transfer new goods from other places for sales.

Compared with the difficulty of purchasing, Wang Yuanjian was more worried about the delivery. Because the logistics time is too long, some consumers give up the purchase, and some choose to return the order because the waiting time is too long.

Wang Yuanjian, an e-commerce platform merchant: Since the impact of the epidemic this year, our orders have really plummeted, which may be waist cut.

Although the volume of orders is decreasing, logistics costs are increasing. If the consumer returns the goods in the middle of the way, the logistics costs are borne by the operator himself.

Compared with the sale of clothing, shoes and hats, fresh food pays more attention to the speed of logistics. A company in Ganzhou, Jiangxi Province, has 500 fresh food orders since March, and many orders have lost a lot of money because of the longer transportation time and the deterioration of food.

Lan Sendi, general manager of an agricultural product trading company in Ganzhou City: If there is an epidemic or blockade in the delivery place, the express delivery cannot reach the customer' hand. Once there is a bad result of about 30%, we will pay the customer all the money.

Lan Senti said that in the past, the fresh fruit issued by the company could reach the hands of customers within three days, and now it is difficult to guarantee the specific delivery time to customers at this stage, and customers can only be advised to shoot carefully, because once the customer receives the goods and delays the complaint, she will face the penalty of the e-commerce platform.

Logistics enterprises dynamically adjust the postal route, and multi-channel drivers connect and transport goods

In the face of the obstruction of regional transportation in many places due to this round of epidemic, some logistics companies have begun to dynamically adjust transportation routes to reduce the impact of logistics obstruction.

When a logistics and transportation company transported goods for a technology company in Beijing not long ago, it was stopped for more than 20 hours due to the upgrading of control measures, which affected the transportation time.

The reporter learned that even if there is no epidemic at the starting and ending points of sending and receiving emails, the outbreak of the transfer center will also affect the delivery and operation. This requires logistics companies to dynamically adjust logistics lines in real time.

Zhang Zhanjun, deputy general manager of the delivery business department of China Post Group Co., Ltd.: 56 additional inter-provincial lines have been opened on the whole network, and 168 inter-provincial lines have been dynamically adjusted, so as to avoid some of the impact of the epidemic on our postal routes by bypassing and opening straight.

It is understood that at present, more than 90 cities require truck drivers who pass across provinces to provide 48-hour negative nucleic acid test certificates and green codes for travel codes, in order to make the goods as possible. Some logistics companies adopt a connection model, allowing goods to "enter the city" and drivers not to "enter the city".

Due to the lack of a unified release platform for epidemic prevention and control and traffic control information released in various places, the information is not smooth, resulting in drivers not being able to walk, being isolated, vehicles can not get off the highway, can not enter the logistics park and other problems occur repeatedly.

Zhou Zhicheng, director of the research office of the China Federation of Logistics and Purchasing: The first is to propose to unify the national epidemic prevention and control and traffic control information release channels, and the second is to ensure that the urban production and life freight logistics channels should be smooth, and it is recommended to unify the conditions and procedures for handling the pass.

Source: CCTV Finance WeChat public account

Guangzhou Daily New Flower City Editor: Lin Weilin