What's the problem of "delivery is not home" in express delivery
2021-12-15
Near the end of the year, many consumers are constantly wandering between happy "buying" and worried "receiving". In the past six months, there have been more and more disputes caused by "express can't come to the door". Express is either signed by the "door" and "fire hydrant", or sent to the post station... Express is becoming more and more difficult to come to the door. What's the problem? Whose fault is "delivery not home" Mr. Cao, who lives in Yihezhuang, Daxing, Beijing, is a free illustrator. He usually works at home and loves oil painting. During the "double 11" period, he bought more than 50 bottles of paint, 3 sets of brushes, an easel, two pairs of boots, a set of tea sets and some snacks... And shipped them to Beijing from all over the country. When receiving the express, the mobile phone received seven or eight pieces of information requiring him to go to the post station to pick up the pieces. Even if he asked for door-to-door delivery again, he didn't wait for express until the next day, but he had to go downstairs to get it. "I want to give a bad comment on the express, but it's the post station that doesn't deliver the goods. I want to blame the post station, but it's the express that threw the goods there. I'm so angry that I don't know who to complain about. Later, I simply complained about both of them, but I got a reply of 'if you wait, we'll deliver the goods to you'." Mr. Cao said that with this operation, the two sides dumped their inefficient "pot" on their "impatience". Relevant departments of express companies believe that "door-to-door delivery" should be solved by strengthening the management of front-line staff, while consumers question whether they can deliver more goods by putting express delivery at the post station or collection point? How much? The reporter of Beiqing daily consulted several front-line express brothers of Zhongtong, Shentong and Yuantong, which are involved in the express companies with the most doubts about "no door-to-door express". Mr. Jiao, Zhongtong's younger brother, said that his area is not large, and the average number of express mails per day is only about 300. "If the express is placed at the collection point or post station, the income will be nearly halved. In case of receiving a complaint of 'no door', I will work for nothing all day, so I won't put it at the post station. I will spend this money only if I really don't have time to send it." Mr. Jiao said. "Door-to-door" conditions add pressure to the delivery Mr. Gu of Shentong is responsible for more than twice as many areas as Mr. Jiao, including three high-rise communities, one park, two companies and some retail "periphery". He said that although the community is large and there are many residents, most of the people living here are office workers, and there are few people at home during the day. If the security of the community is relatively perfect and you want to go upstairs to deliver goods, you should first ensure that someone is connected to the phone and that there are people at home. If there is no one, you should determine the delivery time with customers. It is difficult for hundreds of households in a building to unify the delivery time. In addition, the security guard in the building should be found to send the pieces. Only when the key is mortgaged, the elevator card is borrowed and the guarantee is signed can we go up. There are so many preconditions for door-to-door delivery, which naturally puts pressure on delivery. "I can only focus on delivering large items, and some small items in the community are placed in the post station." Mr. Gu told the Beiqing daily that in addition to the problem of efficiency, it is also difficult to prevent "domestic thieves". Express delivery is often stolen at the door. In this case, the company often asks the courier to compensate himself, so it has become the safest way to spend 50 cents to put the express at the post station. Post station: it's not that we don't deliver, but we need to wait more According to the express guys, the burden of "door-to-door delivery" is shared between themselves and the post station. Why is it difficult for express to "go to the door"? According to official statistics, there are more than 1000 rookie post stations in Beijing, accounting for most of the market. The reporter of Beiqing daily visited five post stations in Daxing, Fengtai and Chaoyang. The staff of several post stations expressed very frankly why the express was placed in the post station, saying "where to put it instead of here?" The staff of the post station near Xinyuan street, Daxing District believe that the post station exists to meet the "last 100 meters of the express industry". The post station staff did not deny the statement that "since customers spend money, they should deliver goods to the door". She said that the post station is different from the collection point. It gives customers two choices: self collection and door-to-door distribution. It should not be understood as placing the post station for collection without notice. It should be understood as a link of express delivery. She said that there are only three employees in a post station, but she receives thousands of express mails every day. "Although some customers choose to deliver the goods to the door, they can't wait to go downstairs and pick them up. Mingming post station or collection point is downstairs, but the courier has run back and forth for several kilometers nearby and hasn't delivered the express. Customers don't understand why, so it's inevitable to be emotional." Experts suggest that consumers look at the post station rationally Express brother and post station staff attributed all the reasons to "helpless", but is this really the case? Yang Daqing, an expert in logistics industry, told Beiqing daily that the scale of express orders in China increased nearly 36 times from 2010 to 2020, but the number of express practitioners increased only 7 times. "We can foresee the delivery pressure borne by front-line express personnel, and we have to face the reality." Yang Daqing said that the stability of the new generation of express employees such as the post-90s and post-00s is weak, resulting in a high turnover rate of express front-line personnel. The long-term low-price competition in the express industry has led to some express enterprises not being active in improving front-line treatment and salary, reducing the willingness of express employees to work. Yang Daqing said that factors such as "endless price war and unavailable couriers" determine that according to the existing manpower supply, the delivery demand of each piece to the door will not be met. In addition, for most working-class consumers in online shopping, the receiving time is just mismatched with the door-to-door delivery time. In this case, there is bound to be a door-to-door distribution contradiction. Yang Daqing said that for SF and JD, two companies that can fully guarantee the "door-to-door" service, they belong to direct express enterprises. Because of their own distribution team, door-to-door distribution is guaranteed, but they also bear high labor costs. At present, the last kilometer supplementary services such as express stations and express cabinets will be more common in the future. On the one hand, it will alleviate the shortage of distribution manpower, and on the other hand, it will facilitate consumers to pick up pieces independently. Therefore, Yang Daqing suggested that consumers look at the emergence of post stations rationally. If they choose "door-to-door delivery", they should also accept the current situation of "being late". (outlook new era)
Edit：Yuanqi Tang Responsible editor：Xiao Yu
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