It has become the norm for express delivery to outlets for collection. Is home delivery a luxury?

In a residential area in Jinan District, Fuzhou, a citizen is looking for his own express parcel at the station collection point.

Nowadays, in daily life, it seems to be a luxury to send it to your door by express delivery. Many netizens commented that "express delivery to outlets has become the norm and has gradually become the unspoken rule of the industry". "202 1 6 18 Big Data Report on Express Service Quality" shows that nearly 70% of couriers were complained during June18; Among the people who initiated the complaint, more than 70% were dissatisfied because the courier was not delivered to the door. Many consumers said that although it is not easy to understand the courier, under the premise of clearly marking "refuse to collect at the courier station", most couriers still put the parcel at the courier station, which is difficult to protect their consumer rights.

How to better protect consumer rights? The reporter recently visited this phenomenon.

consumer

Looking forward to a variety of delivery methods, do you choose by yourself?

On the Internet, the reporter noticed that Weibo asked for "door-to-door delivery, and went to the post office or express delivery cabinet to get it. How do you prefer to receive express delivery? " Initiating a vote, more than half of the people chose "I hope to choose my own mode of delivery"; Nearly 30% of people choose "home delivery"; The station is too far away and there are too many couriers "; The rest of the choices are "collected at the post office; I don't want the courier to know his specific address. " Netizen "dirty bacteria" said: online shopping is because I have no time to go to the supermarket to buy things after working overtime every day, and the result is sent to the post office. The post office gets off work earlier than me. It's normal for express delivery to the collection point now. Netizen "Green Hornet" said that it is no problem to put small pieces in the express station, and big pieces and heavy objects hope to be delivered to your door. Originally, different people have different needs, so it would be better to give you some choices. Some netizens think that there are advantages and disadvantages in not sending express delivery to your door. It is also possible for the system to send short messages to the courier cabinet, because most couriers are delivered during the day and many people are not at home.

At the postal station of a certain district in Jinan District, Fuzhou, the peak of express delivery is around 8 pm. Resident Mr. Chen told reporters that he was not at home during the day, and the express delivery was collected by the post office or express cabinet, which was quite convenient. Some residents also told reporters that they had asked for express delivery when shopping, but they were finally put in the post office and had to go downstairs to get it themselves. Sometimes they have to go downstairs several times a day to get the express.

messenger

It is difficult to achieve door-to-door delivery without increasing the delivery fee.

In the post office, a person in charge is talking to the "owner" of a parcel. The other party wants the courier to deliver it to the door, otherwise it will not be accepted. Now it is placed in the post office, and the post office staff is not responsible for the delivery, so they can only inform the concurrent information by phone. According to the person in charge of the station, there are three or four hundred express deliveries a day, and one receives two or three cents. If you deliver it yourself, you will lose.

At a Dayun outlet near the Chating Pavilion in Taijiang District, Fuzhou, a Wang Xing courier told reporters that the courier faced many difficulties when delivering the courier to the door. Now the dispatch volume has increased, but the dispatch cost has decreased. "Now send express money is a piece. In the past, I was able to take two or three pieces, and I had to deduct the storage fee of the station outlets. One day, according to the quantity of delivery, plus other achievements such as Taobao receiving goods, it is 6500 yuan a month. There are more orders, but the income is almost the same as before. We also have difficulties if the courier doesn't come to our door. If you encounter a few pieces that need to be delivered to your door, and some have to climb the stairs, then our delivery speed will be much slower and it will be difficult to deliver them within the specified time. " Wang Xing Courier said.

Xiao Wang's spit is not a case. In a random interview, the reporter found that many couriers complained that the incremental delivery did not increase. The profit margin of express delivery companies has also been compressed by the intensified price war in the express delivery industry. According to CCTV news reports, the business briefings of three listed express delivery companies, Dayun, Tong Yuan and Shentong, show that in June this year, the single ticket revenue of express delivery has approached 2 yuan, which is lower than the cost price last year. In addition, SF Holdings expects net profit in the first half of the year to drop by about 80% year-on-year; Shentong Express expects a loss of 654.38+0.4 billion yuan to 654.38+0.6 billion yuan in the first half of the year.

Legal expert

Enterprises that refuse to deliver goods to their homes in violation of laws and regulations should raise their service awareness.

In view of the problem that express delivery is not delivered to your door, the reporter also interviewed people in the legal profession.

Ding Zhaozeng, an associate professor and lawyer at the Law School of Fujian Normal University, said that express delivery is not delivered to your door. First of all, it brings inconvenience to consumers. The damage, loss and fraudulent use of express delivery occur from time to time, which greatly reduces the consumer experience. Secondly, the hidden rules of this industry not only ignore laws and regulations, but also become a major obstacle to the development of the express delivery industry. This phenomenon shows that the service consciousness of enterprises is very poor. Whether express counter service is needed depends on the users' own needs, and the express company or courier can't make their own decisions or even act willfully.

Professor Ding Zhaozeng further pointed out that on May 1 day, 2065438, China's first administrative regulation "Provisional Regulations on Express Delivery" was officially implemented. Article 25 of the Provisional Regulations on Express Delivery stipulates that an enterprise engaged in express delivery business shall deliver the express mail to the agreed address, the addressee or the consignee designated by the addressee, and inform the addressee or consignee to accept it in person. The consignee or agent has the right to face-to-face acceptance. This means that if the courier refuses to deliver the goods to the door, it will violate the relevant regulations.

So, how to solve the situation of "express delivery does not come to the door"?

Professor Ding Zhaozeng said: "On the one hand, we understand the reasons why couriers don't deliver goods to your door: heavy workload and low wages. With the consent of consumers, you can choose distribution stations instead of home delivery; On the other hand, from a legal point of view, the courier has violated the rule that it should be delivered to the door instead of the door. Consumers can call the complaint hotline 12305. As long as it is verified that the company or courier violates the rules, the relevant departments will dispose of it qualitatively according to law. "

Editor's Note: As of August 5th, the epidemic area in China has exceeded 180, and the prevention and control measures of relevant local communities have been strengthened, so consumers and couriers need more mutual understanding.