Shulou(Shulou.com)11/24 Report--

On January 28, Wang Yang finally received his order ten days ago express delivery.

Before the Spring Festival this year, Wang Yang, who works in Shanghai, bought some New Year goods online. He specially chose the store marked "Spring Festival Closed," showing that it is expected to arrive in 2~3 days. So Wang Yang filled in the receiving address to Changzhou Liyang hometown, thinking that just before the New Year can receive.

A few days ago are very smooth, express information shows, the package was collected by Shentong in Guangdong on January 18, arrived in Changzhou on January 21, after that there was no movement, until 26 did not arrive dozens of kilometers away Liyang, 28 began to send. It was not until Wang Yang returned to Shanghai to resume work two days later that this batch of New Year goods was finally delivered to his hometown.

Also unable to receive goods Cai Li, she bought daily necessities online on January 10, 11 was Yuantong in Beijing after receiving until 28 did not move, helpless she can only choose a refund.

Zhejiang Huzhou Ms. Sun's experience is, goods to the door also can not get, even if the courier in the next day to deliver the goods to the rookie station, but still because the station closed for three days, Ms. Sun can not get the first time urgent medicine.

From "Spring Festival closed" to "closed" express company's service commitment, for consumers did not bring corresponding service experience.

1. Consumers can't receive it, merchants don't have anyone to win this Spring Festival. The official websites of many express delivery enterprises show that the Spring Festival is closed. Shunfeng Express has been closed for 16 years during the Spring Festival and provides normal services for customers during the Spring Festival; Yuantong Express will start the operation mode of Spring Festival from January 20 to 25; during the Spring Festival in 2023, Shentong Express will provide normal collection nationwide, and the transfer center, transportation vehicles and service outlets will continue to operate; During the Spring Festival of 2023, Zhongtong Express and Yunda Express will continue to provide customers with express delivery services that are open all year round to meet the delivery needs during the holidays.

However, in fact, on the black cat complaint platform, there have been thousands of complaints about the "Spring Festival closed" activity, most of which are consumer complaints that the "Spring Festival closed" activity is useless, complaints cover major express companies, some consumers complain: "The merchant commodity page clearly says 'Spring Festival closed,' but to the place is not delivered, this is not false propaganda? "

As a merchant, Li Yu (pseudonym), who carries goods on Nantong's e-commerce platform, told the IT Times reporter that from New Year's Eve to the second day of this year, there has always been no courier to pick up the goods: "It has had a certain impact on the goods carried by our e-commerce platform, because the traffic during the Spring Festival is very large, especially on the first day of the New Year. There are a lot of people in the direct broadcast room, but we can not deliver goods until the third day of the New Year. "

"IT Times" reporter noticed, A express company in the "Spring Festival closed" activity informed to merchants at the same time indicated: "Since January 10,2023, Due to the Spring Festival staff home, Shortage of manpower, Can not guarantee the timeliness, Such as delay timeliness and platform fines borne by themselves, Our company will not bear, Suggest careful order. "

2. The courier closed."All the Spring Festival packages are overstocked at the outlets. This year's situation is much more serious than in previous years. "At 11 o 'clock in the evening of January 31, Zhao Meng (pseudonym), who just came back from work from the express delivery point, told the IT Times reporter that he had a three-day break this year. From the third day of the third day, his network began to distribute the backlog of express delivery from New Year's Eve. A total of nine people were busy from 6:00 a.m. to 11:00 p.m. every day. Even so, it would take at least three days to process all the packages.

Zhao Meng is the person in charge of a express outlet in Changzhou. He has been engaged in express delivery for eight years. He said: "The real problem this year is that many couriers will not come back after the New Year. This is a situation that everyone did not expect. "

Zhao Meng told reporters, This year because of the improvement of the epidemic situation, Most couriers want to go home for a year, So the site is seriously understaffed, From the year 30 to the second day, Zhao Meng's express point only 3 people left, And at least 20%~30% of the couriers did not come back after the year, And a familiar with the regional situation of the courier left, Will certainly cause a period of time of distribution instability.

Zhao Meng said frankly: "What the express delivery industry lacks is not people, but skilled workers. A new courier must be familiar with this area for at least a month and a half. "

3. Subsidies can't stop homesickness Zhao Meng revealed that the problem that couriers don't come back is especially obvious in agent-made express delivery companies, which also causes a large backlog of express delivery in outlets: "Express companies are only responsible for delivering packages to the transfer centers of each city, and the rest are the responsibility of agents in relevant cities. The courier is in charge of the agent, so the agent-based express company carries out the Spring Festival closed activities, it is difficult to carry out at the outlet level. "

This Spring Festival, in order to retain couriers, each express company has introduced certain subsidy measures. Local governments also actively subsidize the income of couriers through policies. For example, the General Office of Shanghai City Government has issued specific measures. From December 25,2022 to January 27,2023, 60 yuan per person per day will be given to the front-line personnel working on the e-commerce platform and postal express enterprises under key monitoring; 150 yuan per person per day will be given to the front-line personnel working on New Year's Day holiday and Spring Festival holiday.

But such subsidies are not too attractive to couriers compared with "going home for the New Year."

"In fact, dry express delivery can really rest during the Spring Festival all year round. In normal times, the salary is only seven or eight thousand. When it really makes money, it is only double eleven. Who would like to stick to it during the Spring Festival? "A courier in Shanghai said that the" hollowing out "problem of couriers in the city may continue for a long time.

4. Courier: It is more efficient not to "deliver goods to the door." Zhao Meng believes that the low cost of sending pieces is also an important reason for the courier to "close." Zhao Meng told reporters that the income of couriers is divided into two parts: dispatch and collection. In some areas, some couriers 'collection income can reach half of that of dispatch, and it is much easier to collect than dispatch.

"Some consumers will complain that we send express delivery to rookie stations instead of home delivery, but in fact, whether it is the time for consumers to get packages or the delivery efficiency of couriers, it is always the slowest. "Zhao Meng said that from the point of view of couriers, consumers are more likely to use Cainiao Post Station to collect couriers if conditions permit, because when outlets are understaffed, they can send couriers to Fast Bird Post Station by means of third-party delivery, but it is impossible to deliver them to consumers 'homes by third-party delivery.

"If every courier has to be delivered to the door, it is very efficient for a courier to deliver 200 pieces a day, not including villages that are very difficult to find, but if it is delivered to the fast bird station, I have delivered 1700 pieces a day at most. "Zhao Meng said that Cainiao Post Station now accounts for more than 70% of all deliveries. In the case of Cainiao Post Station collection, consumers can still get express delivery nearby even if the couriers in the area leave or are ill and no one delivers them.

#Reporter's notes #

During the Spring Festival holiday this year, the national postal express industry received about 410 million express packages, an increase of 5.1% compared with last year's Spring Festival holiday and 192.9% compared with the same period in 2019, which also means that the business environment of the express industry has been comprehensively improved.

At the same time, the "Spring Festival Closed" activity launched by major express companies also reflects the good intention of serving convenient consumers. However, the heart of the members who have been busy for a whole year looking forward to returning home should be understood and supported. More importantly, we should use practical and reliable salary treatment and welfare system to guarantee their working environment. At the same time, we should optimize the overall environment of express delivery industry, reasonably arrange and reduce pressure, which is the greatest respect for the express brothers who are indispensable in our life today.

At the same time, if conditions permit, consumers selectively reduce the number of "door-to-door delivery," which will also greatly improve the working efficiency of express brother, so that the efficiency of the last kilometer of the whole logistics can be obviously improved in subtle influence.

In the game of consumers, express companies and couriers, couriers are always the most vulnerable group. Complaints cannot fundamentally solve the problem, from this point of view, the golden key to ease peak express disputes is still in the hands of the market.

This article comes from Weixin Official Accounts: IT Times (ID: vittimes), by Jia Tianrong

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