How can the express premium of the courier be broken?

21st Century Economic Herald reporter Cao Enhui Shanghai report

SF's same city searches for two consecutive days, making the topic of express delivery and claims of claims trigger heated discussions.

In response to losing the customer's gold, on September 14, the relevant person in SF City said in response to the 21st Century Business Herald reporter, "After the incident occurred on September 10, we assisted the customer to the police as soon as possible, and at the same time entered the customer service to make full claims for the full claims of customer service. Process. On September 12, we received the user's claim confirmation letter and arranged financial payment. On September 13, it has been paid in accordance with the total amount of the insurance price of 8,000 yuan. The latest progress on September 13 is Looking for the survey, with the efforts of all parties, the gold that the customer lost has been found. "

Although the incident has come to an end for the time being, the discussion of the courier insurance price involved in this incident is continuously fermented.

The topic of courier insured is not the first time to rush to hot search, and SF City is not the first logistics company to be "voiced" by consumers due to insured express delivery. In the domestic express delivery industry, the claims of insured express delivery have almost become a stubborn disease, which occurs sometimes, hindering the improvement of the service quality of the express company and the shaping of the service image.

In 2021, my country's express delivery industry officially entered the "100 billion" era. However, with the continuous expansion of the express delivery business, postal business appeals have also increased as daily. Among them, complaints involving email loss and damage accounted for relatively high.

In fact, the launch of the insured service has become the "standard" of each express company, but each express company is different from the details of the insured price. At the same time, the phenomenon of repeated difficulties and disputes in claims and claims are also testing the value of express delivery services.

The insured service is standard

During the Mid -Autumn Festival holiday just past, the domestic postal express industry has handed over a satisfactory transcript.

According to the monitoring data of the State Post Office, from September 10th to 12th, the nationwide postal express industry operates the overall safety and stable operation, and collects 852 million courier packages, an increase of 0.24%and 24.8%from 2021 and 2020; delivery; delivery Nine31 million courier packages increased by 0.11%and 37.9%from 2021 and 2020, respectively.

The growth of business volume has become the normal state of the domestic express delivery industry. Since 2021, the Chinese express industry has officially entered the "100 billion era", and it is expected to hit a record high this year -in the first half of this year, the business volume of the national express service enterprise has completed a total of 51.22 billion pieces, an increase of 3.7%year -on -year.

From the perspective of classification, express delivery includes the same city business, off -site business, and international/Hong Kong, Macao and Taiwan express delivery business. This time, SF's courier business lost customer gold in the same city belongs to the same city business.

However, when the entire industry is rising in a good development trend in the rising express delivery business volume, another data has to attract the attention of various courier companies.

The appeal of the postal user appeal announced by the State Post Office shows that in February this year (the publicity was stagnant in the month), the main problem of the postal service appeal is that the email delay, the delivery service and the loss of email were short, respectively, accounting for 41.5%and 29.1%of the total number of appeals, respectively And 21.3%. Among them, in the short -term appeal of the email loss, the main proportion is that "enterprises have not compensated in accordance with regulations." In fact, the 21st Century Economic Herald reporter noticed that in the previous monthly postal user appeal, "enterprises have not compensated in accordance with regulations" are the main reason for the loss of email loss and short complaints.

"The dispute between express delivery and price inspection is related to the changes in the demand level of China express service." In an interview with the 21st Century Business Herald, the expert of the logistics industry believes that the main body of China's express delivery service demand is mainly small batch and low value -added e -commerce. These courier goods are not high. Even in the past, consumers were controversial to preservation, but due to the small losses, and the incomplete regulations, most of them abandoned their rights and interests.

"But as express delivery has become a high -dependence service for the people's lives, people are increasingly adopting express delivery of high -goods value products. Once the loss is damaged, the loss amount is large." Yang Daqing further pointed out.

The increase in high -value delivery packages is a significant change in the current domestic express delivery industry's closing end. Therefore, in order to reduce the cost and controversy, the insured has become the "standard service" of various express companies.

A courier company told the 21st Century Economic Herald reporter, "At present, all express companies have launched insured services. Inspection of items generally refers to the security business launched in order to ensure the safe transfer of high -customer unit price items and protect customers' interests."

The person summarizes the preservation service of several courier companies. Generally speaking, the value of the express delivery is not more than 1,000 yuan, the upper limit of the insurance premium compensation is about 800 to 1,000 yuan/single, and the insurance price is generally 1 yuan; the value is between 1,000 and 2,000 yuan, the insured cost is generally 2 yuan; the value is from 2000 to 1 1 Between 10,000 yuan, the premium is generally three thousandth of the amount; the value is between 10,000 and 30,000 yuan, and the premium is generally five thousandth of the amount.

"The maximum value of a single courier declaration of each express company ranges from 20,000 yuan or 30,000 yuan. If the value of the item exceeds the upper limit, it is recommended that consumers split multiple express delivery." The person said.

It is worth mentioning that the prompts of various express companies on the order page for unpaid express delivery are also different. For example, the prompt of Yunda Express on the order page is "up to 3 times the shipping cost of unpaid price items", and the Tongtong Express prompts "the maximum payment of 300 yuan for non -insured items". "". Why is the insured and express delivery damage repeatedly income and difficulty

Some consumers believe that the inspection service in the express delivery industry has suspicion of service splitting and responsibility for passing consumers. "Isn't the courier company's job work safely to the place specified by the customer?"

The current laws and regulations have recognized the existence of insured services.

The "Postal Law of the People's Republic of China" stipulates the insured price in the "Compensation Loss" chapter. Article 47 pointed out that "postal enterprises' losses to emails are compensated in accordance with the following provisions: (1) If the insured price is lost or all damaged by the email, it will be compensated according to the insured amount; if part of the damage or the internal parts, the internal parts shall be accommodated. The proportion of all values ​​of the insured price to the email will compensate the actual loss of the email. (2) If the non -insured price is lost, damaged, or the internal parts are short, the maximum compensation amount does not exceed the three charged fees that are charged. Times; if the registered letter is lost and damaged, it will be compensated according to the three times the fee charged. "

The "Interim Regulations on Express" (hereinafter referred to as the "Regulations") also has clearly, requiring companies to operate courier business to inform the insurance price rules and insurance service projects. At the same time, the Regulations further pointed out that "Express delay, loss, damage, or short internal parts, the express delivery of the insured, shall determine the liability for compensation in accordance with the company that operates the company and the sender; , In accordance with the relevant provisions of civil law, determine the liability for compensation. "

In addition, the 21st Century Business Herald also found that some provinces and cities also issued local regulations and put forward requirements for insurance insulation. For example, the "Zhejiang Express Industry Promotion Regulations" that have been implemented from March 1 this year, because the responsibility of express delivery enterprises has caused loss or damage, express delivery enterprises shall be in accordance with the Measures for the Implementation of the "Consumer Rights Protection Law of the People's Republic of China" in Zhejiang Province "Relevant regulations compensation. According to the latter's content, "if the courier item is lost or damaged due to the responsibility of the operator, and the value is declared in advance, the operator shall compensate according to the declaration value; For compensation; if the actual value fails to declare in advance and fails to determine the actual value afterwards, the two parties will determine the amount of compensation. If the negotiation fails, the operator shall be compensated in accordance with the 10 -fold standard charged, but the maximum amount will not exceed 800 yuan. "

Some people in the legal community told the 21st Century Business Herald that it is recommended to improve relevant laws and regulations in a timely manner.

Yan Chuang, a partner of Zhongwen Law Firm, told the 21st Century Business Herald reporter that "the scope of express delivery today is significantly broader than before. In contrast It looks general, which proposes to modify and improve the laws and regulations involved in a timely manner. "

Yang Daqing also analyzed the reasons why he thought the insured courier was difficult to claim the claims to the 21st Century Business Herald. On the one hand, the claims service system was incomplete. With their own words with the enterprise. On the other hand, express delivery needs to be refined service specifications for the delivery of some non -standard items. "

In terms of specific operating specifications, Yan Chuang suggested that the industry association should be led by the industry association to formulate a contract model for express preservation prices, and formulate a unified standard for the payment mechanism to standardize the insurance preservation rules for express companies.

It should be noted that even if consumers insured, courier companies cannot pay in full.

Although the above -mentioned courier companies confirmed to the 21st Century Economic Herald reporter that the premium express delivery will compensate according to the actual value losses, but the maximum does not exceed the declaration value. However, it also proposes that "when claiming, consumers need to provide real and effective values, such as online transaction vouchers, invoices, contract prices, factory prices, shopping tickets, etc.". "

The 21st Century Economic Herald reporter consulted some cases this year. The value of the value of insured courier often becomes the focus of the dispute between the two parties when the two sides.

In this regard, this year the Guangzhou Municipal Consumer Council appealed during the 2022 "3.15" notification meeting that it is recommended to introduce the problems that are difficult for consumers to lose, damage, packages, damage, and missing parts (small parts) of express delivery. The principle of inversion of the responsibility of the proof, the state of the courier enterprise is intact on the status of the relevant express signing before receiving the relevant fast parts, aggravating the relevant legal liability of the express delivery enterprise, and forcing the courier enterprise to improve the proper transportation and kept obligations of express delivery.

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