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“快递小哥,你为啥不给我送货上门了?”

来源:中新经纬 发布时间:2020-10-14 12:55 标签:
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原标题:“快递小哥,你为啥不给我送货上门了?”

网购的20斤大米快递小哥不打电话就直接放在快递柜,买来的生鲜水果没看到短信提示在驿站放了几天后直接坏了……热爱网购的你是否有过类似的经历?近日,多名消费者向中新经纬记者表示,已多次遇到快递员在未经同意的情况下即将物品寄放至快递柜的情形。
 
有消费者表示:“投诉吧,感觉一件小事不值当;不投诉又感觉自己的合理权益受到侵犯,确实造成不方便,心里很不舒服。”
 
01派件难上门
 
家住北京市丰台区的薛先生向中新经纬记者表示,自己曾多次遭遇快递员在未告知的情况下将物品投入快递柜。直到前几日,自己收到一件大件物品,快递员无法投入快递柜,才给自己打电话。
 
家住北京市朝阳区的梁先生也向中新经纬记者表示,自己也多次遇到快递员未经同意的情况下即将物品寄放在快递柜,且不打电话而只是以短信方式告知。
 
梁先生表示,自己曾打快递电话投诉,对方客服人员表示,快递员未经同意即将物品寄放至快递柜的行为是违反规定的,将立即安排上门派件并希望了解梁先生的联系方式和相关诉求。不过,梁先生认为事情较小且出于隐私顾虑放弃追责。
 
在微博等社交媒体上,不少网友也反映,自己遭遇到快递送货不上门的情况。
The 20 Jin rice express purchased online was directly put in the express cabinet without calling. The fresh fruit bought didn't see the message prompt. It broke down after a few days in the post station Have you ever had a similar experience? Recently, a number of consumers told sinonews Jingwei that they had encountered the situation that the couriers put the goods to the express cabinet without permission.
Some consumers said: "complain, feel a small matter is not worth; do not complain and feel that their reasonable rights and interests have been violated, it is really inconvenient, very uncomfortable."
It's hard to send goods
Mr. Xue, who lives in Fengtai District of Beijing, told China News Jingwei that he had encountered many times that couriers put items into express cabinets without being informed. Until a few days ago, I received a large item, and the courier couldn't put it into the express cabinet.
Mr. Liang, who lives in Chaoyang District of Beijing, also told Zhongxin Jingwei that he had encountered many times that the couriers left the items in the express cabinet without permission, and did not make a phone call, but only informed by SMS.
Mr. Liang said that he had made a phone call to complain. The customer service staff of the other party said that it was against the regulations for the courier to send the goods to the express cabinet without consent. He would immediately arrange the delivery and hope to know Mr. Liang's contact information and relevant demands. However, Mr. Liang believes that the matter is small and gives up pursuing responsibility for privacy concerns.
On social media such as microblogs, many netizens also reported that they were not able to deliver goods by express delivery.
 
 
▲微博截图
 
此前,消费维权新媒体联盟联合各地消协消保委组织共同开展的智能快递柜寄递服务意愿调查结果显示,在回收的38550份有效问卷中,67.6%的消费者网购频率在每月5次以上。80%以上的消费者有暂存快递的需求,49.22%的消费者不认可19:00后派送入柜,40.98%的消费者从未接到派件意见征求的电话,超半数消费者曾遭遇要求“送货上门”被拒。
 
遇到类似的事情,消费者应该怎么办?业内人士向中新经纬记者表示,目前几乎所有快递公司都已建立投诉机制,若消费者选择投诉,快递公司有相应的针对快递员的惩戒机制,且反应迅速;但大多数情况下,消费者出于各种各样的原因,选择息事宁人。
 
事实上,2019年10月起实施的《智能快件箱寄递服务管理办法》对此类事件早有明确规定:智能快件箱使用企业使用智能快件箱投递快件,应当征得收件人同意;收件人不同意使用智能快件箱投递快件的,智能快件箱使用企业应当按照快递服务合同约定的名址提供投递服务。寄件人交寄物品时指定智能快件箱作为投递地址的除外。
 
此外,《办法》还规定,智能快件箱运营企业应当合理设置快件保管期限,保管期限内不得向收件人收费。
 
今年5月,中国消费者协会(下称中消协)也就此类事件表示:“设立在小区内为消费者提供的智能快件箱服务,应当纳入小区物业服务业务范围,合理保管期限内不应单独收取服务费用,对于确有需要超期限使用智能快件箱服务的,其收费标准的确定宜参照公共服务价格管理方式确定,而不能简单通过市场化机制解决。”

Screenshot of microblog
Prior to that, the consumer rights protection new media alliance and the Consumer Association Consumer Protection Commission jointly conducted a survey on the willingness of the intelligent express cabinet delivery service. The results showed that among the 38550 valid questionnaires collected, 67.6% of the consumers purchased online more than five times a month. More than 80% of the consumers have the demand of temporary delivery, 49.22% of the consumers do not accept the delivery after 19:00, 40.98% of the consumers have never received the call for advice on delivery, and more than half of the consumers have been refused to "deliver to the door".
What should consumers do with similar things? Industry insiders told China News Jingwei reporters that at present, almost all express companies have established complaint mechanisms. If consumers choose to complain, express companies have corresponding punishment mechanisms for couriers, and they respond quickly; but in most cases, consumers choose to make peace for various reasons.
As a matter of fact, the measures for the management of the delivery service of intelligent express box, which has been implemented since October 2019, has made clear provisions for such incidents: if the enterprise using the intelligent express box uses the intelligent express box to deliver express mail, it shall obtain the consent of the recipient; if the recipient does not agree to use the intelligent express box for express delivery, the enterprise using the intelligent express box shall provide the delivery according to the name and address agreed in the express service contract Delivery service. When the sender delivers the articles, it is excepted that the intelligent express box is designated as the delivery address.
In addition, the measures also stipulates that the operating enterprises of smart express boxes shall set a reasonable storage period of express, and shall not charge the recipients during the storage period.
In May this year, the China Consumer Association (hereinafter referred to as the China Consumer Association) also said on such incidents: "the smart express box service set up for consumers in the community shall be included in the property service business scope of the community, and the service fee shall not be charged separately within the reasonable storage period. For those who really need to use the smart express box service beyond the time limit, the determination of the charging standard should refer to the public service We can not simply solve the problem through market-oriented mechanism. "
 
此外,中消协还呼吁,将小区原有投递箱智能化升级改造作为“新基建”项目,纳入公共消费范畴。
 
02 物流市场陷“价格战”
 
快递最后一公里为何这么难?物流行业专家杨达卿告诉中新经纬记者,近两年,快递行业价格战愈演愈烈,加上各类商业成本上涨造成快递加盟网点业务规模增收不增利,也造成一线网点人员高流动性和高流失率。在有限的配送人力下,部分快递员为完成准签率等也被迫寄存快递柜。
 
“当然也有管理不规范,出现未征询客户就寄递入柜的问题。实质还是在于市场环境因价格战而群体陷入非理性竞争,缺乏对末端网点的发展扶持和精益管理。”他补充道。
 
据央视财经报道,许多快递员对派费下降叫苦不迭。一位快递员在网上吐槽说,今年7月,到手派件费已降至0.4元/件,扣除短信费、电话费后,一单只能赚0.25元。在行业“价格战”愈演愈烈之际,快递员的任务量与收入出现相背而行的情况。
 
上述报道称,价格战降低了源头的收件价,而面单收入、中转费和运输费用等基本固定,最终会使剩余的派件费相应减少。减少的两部分,正是快递员的利润来源。
 
据各大快递公司公告显示,包括申通快递、圆通速递、韵达股份、顺丰控股在内的快递公司今年8月快递服务单票收入同比下滑均超过20%。以韵达股份为例,今年8月,其快递服务营收27.12亿元,同比增长1.69%;完成业务量12.82亿票,同比增长53.90%;但快递服务单票却同比下滑33.75%,收入为2.12元。中国贸促会研究院副院长赵萍表示,据估算,在快递单票价格呈现下降幅度超过20%的情况下,快递员的工资下降幅度会在一成以上。
 
2020年初,中国邮政快递报社发布《2019年全国快递从业人员职业调查报告》。报告显示,75.07%的快递员月收入在5000元以下,月收入超1万元的占比为0.73%。我国快递从业人员每天工作8-10小时的占46.85%,每天工作10-12小时的占33.69%,近两成从业人员工作12小时以上。
In addition, the Chinese Consumer Association also called for the intelligent upgrading and transformation of the original delivery box in the community as a "new infrastructure" project, which should be included in the scope of public consumption.
02 "price war" in logistics market
Why is it so difficult to express the last kilometer? Yang Daqing, an expert in the logistics industry, told Zhongxin Jingwei that in the past two years, the price war in the express industry has become increasingly fierce. In addition, the rise of various commercial costs has resulted in the increase of business scale of express franchise outlets without increasing profits, as well as the high mobility and high turnover rate of personnel in front-line outlets. Under the limited distribution manpower, some couriers are forced to deposit in the express cabinet in order to complete the signing rate.
"Of course, there are also problems of nonstandard management, such as delivery into the cabinet without consulting customers. The essence is that the market environment has fallen into irrational competition due to the price war, and there is a lack of development support and lean management for the terminal outlets He added.
According to CCTV financial report, many couriers are complaining about the drop in delivery fees. A courier on the Internet said that in July this year, the cost of sending the tickets had dropped to 0.4 yuan / piece, and after deducting the SMS and telephone charges, it could only make complaints about 0.25 yuan. In the increasingly fierce "price war" in the industry, the workload and income of couriers are opposite to each other.
According to the above report, the price war reduces the receiving price at the source, while the surface receipt income, transfer fee and transportation cost are basically fixed, which will eventually reduce the remaining delivery fee. The two parts of the decrease are the profit source of the courier.
According to the announcement of major express companies, express companies including Shentong express, Yuantong express, Yunda shares and Shunfeng Holding Co., Ltd. all had a year-on-year decline in single ticket revenue of express services in August this year. Taking Yunda shares as an example, in August this year, its express service revenue was 2.712 billion yuan, up 1.69% year-on-year; the business volume was 1.282 billion tickets, up 53.90% year-on-year; however, the express service single ticket decreased by 33.75% year-on-year, and the revenue was 2.12 yuan. Zhao Ping, vice president of the Research Institute of the China Council for the promotion of international trade (CCPIT), said that it is estimated that if the price of express tickets drops by more than 20%, the wages of couriers will drop by more than 10%.
At the beginning of 2020, China Post Express newspaper released the "2019 National Express employees occupation survey report". According to the report, 75.07% of couriers earn less than 5000 yuan a month, and 0.73% of them earn more than 10000 yuan a month. In China, 46.85% of express employees work 8-10 hours a day, 33.69% of them work 10-12 hours a day, and nearly 20% of them work more than 12 hours.

 
 
 
 
一位物流行业人士向中新经纬记者表示,当前,物流行业同质化竞争激烈,快递公司亦普遍以价换量追求市场份额,为了获得规模效应降低整体的单位成本,价格竞争成为获取市场份额的重要筹码。
 
招商银行研究院认为,今年上半年疫情影响下快递行业价格竞争激烈,单票价格大幅下滑,业务收入增速远不及业务量增长,导致行业整体盈利能力下滑。尤其是通达系快递,盈利能力均出现不同程度下滑,价格竞争甚至局部地区的价格战除了拖累快递巨头营收与利润表现,也降低了末端加盟网点、快递小哥的收入,对末端网络稳定性产生一定影响。
 
业内人士预计,各家快递公司仍需进一步跑马圈地,各家对业务量增长严苛的考核要求,以及单票价格极限下探符合低端电商市场的诉求,因此“价格战”短期内仍难以结束。短期快递公司营收与利润将持续承压,需要持续关注经营性现金流情况与现金储备情况(融资渠道与成本)。价格战或许会带来短期的业务量增长,但长期看,快递公司是否具备核心竞争力取决于成本管控与服务质量,重点关注快递公司中长期的成本表现与服务评价。
A person from the logistics industry told China Singapore Jingwei reporter that at present, the homogenization competition in the logistics industry is fierce, and the express delivery companies generally pursue market share by exchanging price for quantity. In order to obtain scale effect and reduce the overall unit cost, price competition has become an important chip to gain market share.
According to the Research Institute of China Merchants Bank, under the influence of the epidemic in the first half of this year, the price competition of express delivery industry was fierce, the price of single ticket dropped sharply, and the growth rate of business income was far less than that of business volume, leading to the decline of overall profitability of the industry. In particular, the profitability of Tongda Express has declined to varying degrees. Price competition and even price war in local areas not only drag down the revenue and profit performance of express giants, but also reduce the income of end franchise outlets and express younger brother, which has a certain impact on the stability of terminal network.
Industry insiders predict that all express companies still need to go further, the strict assessment requirements for business growth of each company, and the exploration of single ticket price limit meet the demands of low-end e-commerce market, so the "price war" is still difficult to end in the short term. The revenue and profit of short-term express companies will continue to be under pressure, and it is necessary to continue to pay attention to the operating cash flow and cash reserves (financing channels and costs). The price war may lead to short-term business growth, but in the long run, whether express companies have core competitiveness depends on cost control and service quality, focusing on the medium and long-term cost performance and service evaluation of express companies.

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