After losing his mobile phone, he was exposed to throwing gold, and SF will be trapped in "the dispute over the insurance premium compensation"

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"Lost 11,000 yuan mobile phone only compensated 1,000" "Losing 20 grams of gold, 8,000 yuan, only two thousand" ... Recently, SF has been pushed to the cusp of the wind and climbing on social platforms due to the issue of insurance compensation. Some netizens have said that " 10,000 changes to 1,000, who can accept it ", and some people question that consumers" do not want to pay more if they want to pay more. "

The insure in the express industry has always been a matter of public concern. In the Chinese express delivery industry, almost every express company has issued relevant standards and regulations for insured price insulation, but the complexity of the courier insurance price has caused a lot of controversy. As a courier company known for high -quality services, SF has attracted much attention.

In 2021, the Chinese express industry officially entered the "100 billion era". In the first half of 2022, even if it was affected by the epidemic, the business volume of the national express service enterprise reached 51.2 billion, a year -on -year increase Essence Under the huge base, how to continue to improve service quality actually tests each express company. On the other hand, after experiencing a price war, the express delivery industry has entered the stage of survival of the fittest.

It is worth noting that the controversy of the insurance premium compensation is in the same city distribution, and the other is in traditional business. Some people in the industry said that if SF wanted to continue to occupy the market, the service must further refine the service.

Disputes of courier insurance premium compensation

Recently, the topic of "SF lost 11,000 yuan mobile phone only lost 1,000" topics appeared on the hot search, which caused heated discussion among netizens.

In the report, Ms. Xia from Shenzhen claimed that she spent 11,000 yuan to buy a new unpacking iPhone. She was informed that the express delivery was lost during the process of sending them to Jiangsu and had to go to the reason. However, in terms of claims, Ms. Xia was different from SF.

When sending the express delivery, Ms. Xia placed an order in the SF applet. After filling in the order information, she chose the two -yuan insurance price that appeared at the bottom of the page. Therefore, the insurance premium compensation amount was 1,000 yuan. She said that she did not notice the amount of insurance when placing an order and did not accept this processing method. After communication, SF stated that it could compensate 2,500 yuan, and Ms. Xia was still unacceptable. SF customer service mentioned in public response that the insured price requires another payment fee and does not require compulsory premiums. As long as the customer insured at the actual cost, the responsible persons have not yet found it.

Coincidentally, SF's "lost 20 grams of gold to 8,000 yuan for two thousand" this week was again on the hot search. This time, a user in Hangzhou placed an order urgently in the same city in SF and sent 20 grams of gold to the customer's residence. The user deliberately made a price insured at the time of sending, the value was about 8,000 yuan. Subsequently, the courier told the gold to lose and called the police. SF's customer service subsequently proposed a plan to pay 2,000 yuan, and the user could not accept it. SF's same city responded to China News Weekly, saying that after the incident, the customer service had entered the full amount of claims for the customer service. At present, it has been paid in accordance with the full amount of the insurance price of 8,000 yuan, and the lost gold has been found.

In June of this year, a user sent three diamonds, one of which was lost in diamonds worth 230,000 yuan. After the incident, SF reported the police and filed a compensation of 70,000 yuan according to the insured quota. The user did not accept it. At that time, SF responded that the amount of compensation was calculated based on the corresponding proportion of the price insured. Ms. Li did not pay in full, so she could only discount.

The above incidents are not alone. The Tianyancha APP shows that there are hundreds of legal litigation information in SF Express Co., Ltd., and quite a lot of lawsuits involve property damage and service disputes. SF showed the "Electronic Transport Contract Cedoral Certificate" at the order of the order, and made a reservation for the compensation in different situations. Among them, it stipulated that all of the fast parts caused by SF due to the loss of the faster part of the insured price. Insure the amount.

The issue of insured compensation has caused users to worry about sending valuables: How to determine the compensation after the insured price is lost, can it be paid according to the insured amount after insurance?

Chen Wenming, chief lawyer of Zhejiang Xiaode Law Firm, said that for the purchase of express or emails to purchase prices, it should be compensated in accordance with the insured amount. For express or emails that have not been purchased, they are compensated in accordance with relevant laws and regulations such as the "People's Republic of China Post Law" and "Civil Code". During the express delivery process, in some cases, even if there is no insured price, if the value of the item can be provided, the original amount may be compensated.

He emphasized that the rules of express preservation should be a fair and fair rule, which is in line with the interests of express companies and consumers. The preservation clauses of the merchant cannot be unreasonably exempted or reduced their responsibilities, aggravated or restricted the other's main rights.

The pressure of small parts trend

For an enterprise known for high -quality services, the dispute over insurance premium compensation may lead to a crisis of trust. Since its establishment, SF is known for its "fast", and timeliness logistics is its core product line. Most of the things they deliver are documents, bills and high -priced consumer goods. After the controversy of the insurance premium compensation, some netizens replied: "8,000 yuan is a trivial matter, and the company that has lost its reputation is not long -term."

In 2021, SF Holding's operating income reached 207.2 billion yuan, an increase of 34.5%year -on -year, and the net profit attributable to the mother was 4.269 billion yuan, a year -on -year decrease of 41.73%.

In the first half of this year, the scale of logistics demand across the country remained increased, and express delivery companies generally increased their revenue and profits. According to the financial report data, in the first half of 2022, SF Holdings achieved revenue of 130.1 billion yuan, an increase of 47.2%year -on -year, and net profit was 2.51 billion yuan, an increase of 231%year -on -year. However, SF, which has a large increase in revenue and profits, actually has not increased its business volume.

Due to the merger of Kerry Logistics, the operating income of SF supply chain and international business was 46.53 billion yuan, an increase of 442.7%year -on -year. The growth rate of SF's traditional business sector is not ideal. Among them, the timeliness express business increased by 5.1%year -on -year, the economic express business fell 7.3%year -on -year, the express delivery business increased by 1.6%year -on -year. Growing 28.2%. In the first half of 2022, the total volume of SF Express was 5.13 billion, which was the same as the same period in 2021.

From the perspective of the small and medium -sized express delivery industry, before 2017, the courier industry's melee, according to public data, the top 8 comprehensive market proportion of the express service brand decreased from 79.6%in 2013 to 75.7%in 2017. Subsequently, when the three -way and one -Dada and SF and SF gradually led the industry and successively listed, the industry concentration gradually increased. In March 2020, the proportion of eight cities accounted for 85.9%.

However, with the rise of emerging express companies such as Rabbit Express, another price war appeared. Since 2020, the unit price of many companies in the industry is significantly lower than the cost line level. In 2020, the express delivery industry fell to 10.6 yuan, a year -on -year decrease of 10.2%, the largest decline in 7 years.

In 2021, SF also implemented a price reduction strategy, a year -on -year decrease of more than 20%. The ultimate goal is to compete with the three links to ensure market share. However, according to public data, the market share of Zhongtong, Yunda, Yuantong, Shentong, and SF in the first half of 2022 was 22.31%, 16.68%, 15.78%, 11.09%, and 10.09%. Essence

Zhao Xiaomin, CEO of Guanye Capital and Experts in the express delivery industry, pointed out that in the first half of the year, China's logistics operation was impacted by the epidemic, but the overall anti -fighting ability was still strong. SF's particularity lies in its business model. As a player in the high -end express delivery market, the business is a direct -operated model, the cost is relatively high, the product premium is correspondingly higher, so the income scale is leading. However, the main business scope of the Sanlong and One Dada comes from e -commerce, and e -commerce has accounted for 80%of the entire market as early as 2016. For SF, the environmental disturbance is more intense, because it is closely related to the development of B -side enterprises.

Zhang Shule, a senior Internet observer, told China News Weekly. Throughout the market, e -commerce is doing logistics. Express logistics often depends on powerful upstream resources. It is difficult to exist independently as a "terminal". The advantages of SF in the past few years will seem not so obvious. At this stage, SF will use service experience and timeliness logistics to make differences, comprehensive logistics, and enhance the brand. "The express logistics industry is still a labor -intensive enterprise. The trend of small parts is becoming more and more obvious, and it is difficult to achieve standardization, so various after -sales problems will also occur."

In the same city racing, the express delivery industry requires higher

"The more complicated the process, the more expensive the price of the user. This is an inevitable result." Zhao Xiaomin told China News Weekly that in recent years, with the improvement of economic living standards, consumers' demand for express services has increased, and after -sales service is increased. Facing a lot of issues, there are many controversy, involving many links, such as sending goods value assessment, premium price regulations for valuables, etc.

However, express delivery as a leading industry that promotes the transformation of circulation and promotes consumption upgrades, and has a close relationship with the upstream and downstream of the industrial chain. Therefore, companies should try to achieve "mission must be reached" and the process should be optimized as much as possible. In this way, consumers do their best to do their best It may be satisfied, but in terms of value identification of items, there are indeed disputes and blind spots.

According to public data, from January to July 2022, a total of 60.86 billion pieces of the national express delivery service enterprise's business volume, a year -on -year increase of 4.3%. However, disputes caused by the loss and damage of express mail were also increasing. The Tianyancha APP shows that there are hundreds of legal litigation information in SF. Among them, the total number of transportation contract disputes, service contract disputes, and property damage compensation disputes accounted for nearly half. Behind this also reflects the business difficulties of express delivery companies such as SF, and how to better complete the service when the labor cost is increasing.

According to the relevant reports of Ai Media Consultation, the epidemic accelerates the online consumption of residents, and online orders and offline delivery have become important distribution methods. Merchants from all walks of life have gradually opened up the online path. With the joint promotion of the supply and demand parties, the same city immediately realizes the instant city. Delivery ushered in the outbreak. According to estimates, China's retail O2O penetration rate in 2021 is about 1.6%, and it is expected to reach 7.8%in 2025. By then, the retail scale will exceed 1.2 trillion yuan. At present, a number of Internet giants have entered the game, and SF also has card positions in the business.

SF City is the fourth listed company under the SF Department, and the other three are SF Holdings, SF Fangtuo and Kerry Logistics. From the perspective of financial report data, SF's City's performance growth rate was faster. In the first half of 2022, revenue was 4.481 billion yuan, and the year -on -year growth rate was 20.82%. However, behind the rapid growth of revenue, it has continued to lose money. In the first half of this year, the net profit attributable to the mother was -144 million yuan, and the loss in the past four years was close to 2.6 billion yuan. In front of Meituan, Dada, Hummingbird, and Flash, the pressure of SF City is not small. "The controversy of the insured compensation also occurred in the same city distribution. This is very different from traditional express mail. The items in the same city are often not involved in merchants or third parties. The rules of value identification are even more unclear. For many consumers, it is just needed to just need it. In the case of extremely strong sex, once many sending items have problems, it is difficult to obtain proper solutions. " Zhang Shule pointed out that there may be more potential disputes involved in the distribution of the same city. If SF wants to occupy the market, the service must refine the service and cannot operate extensively. It can eliminate risks by giving a classification supporting scheme.

Chen Wenming said that while the enterprise is pursuing the amount of quantity, it is necessary to transform to quality improvement. Enterprises should explore new business models on the basis of the original scale effects and network layouts and seek differentiated competition. In addition, courier companies should pay attention to user experience, continue to improve service quality, and do not hide the cats' greasy in the preparation of high net worth of goods during the format terms and mailing. They cheat consumers will smash their signboards.

"Services will always run through, and the biggest value of this industry is also based on this. Enterprises must seize the essence of the problem, otherwise it may become more and more passive." Zhao Xiaomin pointed out that the development of the same city distribution market is still in the stage of scale. To reach a certain level, the solution ability needs to be stronger, and the differentiated ability will be a very highlight.

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