What do you think about the courier not calling the user when the express delivery arrives?

Ms. Chen, a citizen, told reporters that not long ago, a friend planned to give her a surprise and quietly sent her something from Wuhan. When Ms. Chen was browsing the Cainiao Station App, she discovered that the express delivery sent by her friend had arrived in Liuzhou. Three days later, he was sent to the rookie station near his home.

After seeing this message, Ms. Chen immediately went to the Cainiao Station to pick up the parcel. Only then did she realize that her friend had sent her two boxes of fruit.

Ms. Chen, a citizen: No one called me or notified me by text message. If I hadn’t come to see it myself, the Cainiao Station APP would not have known that I had express delivery, and my home is seven or eight hundred meters away from the station. I have to carry 20 kilograms of fruit home by myself.

Ms. Chen believes that fruit is a type of fresh food express and will break if kept for a long time. It is really irresponsible for the courier to leave the package as soon as it is delivered to the post station. If these two boxes of fruit are broken, If it falls, who will be responsible?

Citizen Ms. Chen: Fruits need to be notified for unpacking and inspection, right? If there is any problem that needs to be dealt with promptly, my courier should discuss with me where to put it, rather than him deciding where to put it and me picking it up.

Ms. Chen said that since Cainiao Station entered the community, couriers no longer notify customers by phone or text message when express delivery arrives. Instead, they use the Cainiao Station APP to notify customers to pick up the parcels. The door-to-door express delivery has become a collection. People go to Cainiao Station to pick up packages. In response to this situation, reporters visited the streets and many citizens said that they had had similar experiences and felt particularly distressed.

Citizen: I think express delivery should be delivered to the doorstep. If there is an express delivery station, you can ask me for advice on where to put it. Sometimes we forget that it is inconvenient to pick up heavy things, and the express delivery fee is We are already included in the purchase of that item, why not have it delivered to our home for us.

Citizen: If I am not here, I still find it convenient, of course with my personal consent. But if I don’t agree, you can send me directly to the inn. This is what it is. I also paid for your obligations. As a consumer, this is what I should enjoy.

During the interview process, many citizens also said that some couriers first left the courier at the property management company or the doorman before notifying him by text message. It was very laborious when they went back to find the courier themselves.

Citizen: Because I live in a place where there is no rookie post station, sometimes the courier does not say hello to me, but just randomly places the courier in various places such as canteens and sugar and cigarette shops, and then I can’t find it. , and later asked the courier, he said he would help you to throw it somewhere, and you can go look for it. It seemed that the courier was very irresponsible.

Citizen: I didn’t make a call in advance, or leave a text message. I can only check where this thing is on Taobao or other shopping software, and go to each office to find it. It will cause some inconvenience.

Can express delivery be placed at the inn if there is not enough manpower?

The reporter randomly visited some express delivery stations. Some salesmen said that there were too many express delivery and could not be delivered, so they were sent directly to the delivery station. But is such behavior reasonable?

The reporter came to a Best Express Station in a community in Chengzhong District. It was full of goods, but there was only one salesman. When the reporter asked whether the express delivery would be delivered to the door, the other party said that due to the shortage of manpower, door-to-door delivery was not possible. If door-to-door delivery was really needed, the delivery time could not be guaranteed. Now consumers are basically notified by text message to pick it up. pieces.

Best Express Salesperson: Then I want you to help deliver it to my home. Is it okay downstairs? There is no salesman to deliver the goods here. The agent directly sends a truck to bring them over and puts them here. So some of my shipments are too big, what should I do with cat litter and cat food? For cat litter and cat food, you can only look at it. If you need to deliver it at that time, you can only send a salesperson or tell the courier company when to send someone, and then someone will deliver it, because I am the only one here, so Can't leave. Because the salesman sometimes only comes here every two or three days, because there is basically nothing to deliver.

At noon, the reporter came to the Cainiao Station in a community in Liubei District and saw a courier driving a van to deliver several sacks of express delivery to the station and then left.

Reporter & Courier: Brother, let me ask you a question, if you put it at this post station, do you want to notify the customer who is buying something? Notice, there was a notification from Cainiao Station. What if a customer asks for a large item like this to be delivered to their doorstep? Then send it off. Will you send it back later? yes. So why don't you ask him now without informing him? I don’t have time, I’m so busy right now.

The courier's behavior has violated relevant regulations

Insufficient manpower and too many express deliveries. Can these reasons be used as reasons for the courier not to notify the recipient or deliver the parcel to the door? The reporter learned from the Liuzhou Postal Administration that in accordance with the "National Standards for Express Service", the courier directly delivered the express delivery to the post station or collection point without notifying consumers in advance, which violated the "National Standard for Express Service".

Lan Hai, deputy director of the Liuzhou Postal Administration: Express delivery mainly includes three forms: delivery by name and address, pick-up by the user or delivery through user negotiation. Enterprises operating express delivery business should deliver the express to the agreed upon address. The receiving address, the recipient or the recipient designated by the recipient, and inform the recipient or the recipient to accept it in person. If the delivery is not carried out in accordance with this requirement, the user can complain to the express delivery company.