Why did the polar rabbit express show that it was sent back to her?

"From June 5438+ 10, my polar rabbit express parcel was automatically returned at the express delivery site, and it was the same for two consecutive orders." Chen Nan (a pseudonym), a citizen of Zhengzhou, said that the explanation given to her by Polar Rabbit Express was that it was returned because of the surge in express delivery.

"As a customer, I really can't understand this truth. I want a statement. " Chen Nan said.

Can the courier company make its own decision and return the courier to the customer? What should consumers do when this happens?

The public reported that the courier was extremely rabbit and returned the courier without the customer's consent.

Chen Nan said that since June 25th of 10, she has never signed for any express delivery from Polar Rabbit Express. "Every time the courier arrives at the site at the door, it will stagnate. Then in a few days, either the courier will automatically return or there will be no courier. "

Seeing that the courier arrived at the door, the courier at the site was slow to send it. Chen Nan urged the inquiry according to the website telephone number and headquarters telephone number published online. "The headquarters told me that I would urge the site to deliver the goods to me as soon as possible. Then hang up the phone. "

In the following two weeks, another 1 polar rabbit courier arrived at the site near Joy Chen, and found nothing. Chen Nan called customer service again and asked, "They said,' Zhengzhou Jianye's outlets are abnormal, and there is a backlog of express delivery'. Then I asked them, why can express delivery be received when the express delivery point is abnormal? But the phone over there hung up soon, and I never got through again. "

165438+1October 10, Chen Nan found that his courier was returned by the local station staff for unknown reasons.

165438+ 10/3, Chen Nan suddenly received a short message from polar rabbit express, which read: "Due to the sharp increase in business volume, the express mail will be returned. I suggest you contact the merchant to handle it ... "

"After receiving the text message, I was completely stunned. After waiting for more than half a month, the courier automatically returned, and the reasons given were too outrageous. As a merchant, the more couriers, the happier they should be. How can there be a reason to thank guests behind closed doors? " Chen Nan said.

According to the screenshot of the order provided by Chen Nan, the express parcel purchased by Chen Nan on June 25th, 65438 showed "leaving the distribution point in Zhengzhou and sending it to Zhengzhou Jianye outlet". Since then, the latest status update of express delivery has come to June 165438+ 10/0, which reads "Zhengzhou Jianye outlet has handled the returned items."

Extreme rabbit express: the situation reflected by customers does exist, and it has been understood by customers at present.

Why did Extreme Rabbit Express return the goods without the customer's permission?

165438+1October16th, the headline news reporter of Henan Business Daily contacted the relevant staff of Extreme Rabbit Express Henan Branch to understand the situation. "The situation reflected by customers does exist. We also explained to our customers at the first time and apologized. "

Why is there a delay in delivery of express delivery?

The staff said that this year's Double Eleven activities were overweight ahead of schedule, and there was an epidemic, which led to abnormal outlets in the region.

"However, for the express mail with overtime dispatch, we returned it at the first time and sent a text message to the customer.

Secondly, during the "Double Eleven" period, the delivery volume of outlets was too large, and no one answered the customer's phone, which caused trouble to customers and was a mistake in our work. "The staff of Polar Rabbit Express said.

Then why did you send me a message to remind me after returning the goods in June 1 10 and June 1 13?

"It is indeed a mistake of the outlets to return the pieces first and then send text messages. In view of this situation, we will also impose corresponding penalties on outlets. In the future, we will increase training efforts to avoid this situation from happening again. In the future work, we will actively improve and strive to give customers a better delivery experience. " The relevant staff of Extreme Rabbit Express said.

Lawyer: It is illegal for the courier company to return the courier by itself.

During the "Double Eleven" period, it is not the first time that express mail has been "automatically returned". A few days ago, some citizens reported to Henan Business Daily that YTO Express also returned her three packages.

Is it a breach of contract for Extreme Rabbit Express and Tong Yuan Express to return the customer express by themselves? How should citizens reasonably safeguard their rights and interests when encountering such incidents?

Fu Jian, a lawyer of Henan Yulong Law Firm, believes that many express delivery companies have recently returned express delivery without the permission of customers, which is a breach of contract.

According to the relevant provisions of China's Civil Code and Consumer Protection Law, consumers or businesses choose this courier company for delivery, and the two sides form a simple transaction contract. It is a breach of contract for a courier company to return goods without notice. On the other hand, the act of returning goods without authorization also belongs to the fact that the service provided by the operator does not meet the requirements of the service content, which infringes on the property safety of consumers and should be liable for compensation.

To sum up, the courier company has no right to return the courier, and the return behavior violates consumers' right to know and property safety. Consumers can ask them to bear the liability for damages through negotiation or prosecution.

The courier was returned without authorization. How can citizens protect their rights and interests? Is there any corresponding punishment for the courier company to return the customer's courier without authorization? 16 in the afternoon, the reporter has reflected this problem to the Henan Postal Administration. Reporters will continue to pay attention to this matter.