"Pluming gold is as easy as Taobao returns", freight disputes have online "neighborhood committees"

Jimu News reporter Huang Yongjin

"In the past, the driver master wanted to withdraw a deposit, and we had to call our customer service first. We called the owner to verify, and then called the driver master to negotiate, and then negotiated with the owner. After the negotiation 'function is launched, the two parties of the company can first negotiate with their own friendly negotiations. If the driver uploads the voucher, if the carrier sees the credentials of the driver, click the' Agreement 'to confirm it. When we come down, our customer service is involved again, and we can clearly see the vouchers and negotiation history of both parties, and the efficiency of solution to the problem has improved a lot. "Recently, the full gang platform has launched the" Dispute Online Consultation "function. Work efficiency has improved a lot.

Online processing dispute process

It is understood that the "Dispute Online Consultation" provides a online dispute processing platform for drivers and owners. At present, it has fully covered multiple freight scenarios such as deposit, late appointment, escorting, empty, and arrears of freight. The duration of disputes, the efficiency of the resolution of freight disputes has been improved by 37%, which has been widely praised by drivers and cargo owners.

For a long time, the freight market disputes are frequent, the situation is complicated, and the processing cycle has been long, which has always been a heart disease of freight practitioners. "I used to find customer service repeatedly. The processing process was complicated and the time was relatively long. It took a few hours as soon as possible. Now as long as we submit the vouchers on the platform, the platform will notify the owner. We can quickly receive the deposit. This function is a bit similar to the function of Taobao returns. Let us first verify the evidence in advance, friendly consultation, and negotiate without the platform customer service and then intervene in mediation. "Master Wang, a truck driver, recognizes this function.

Online processing dispute process

According to the relevant person in charge of the Gang Gang Customer Experience Center, for the driver, after initiating a complaint, it can effectively reach the complaint owner. Under the platform rules, the owner of the complaint must respond within 24 hours. When the consensus will be reached, the platform customer service will be involved. During the public and transparent two -party voucher upload records, it can effectively improve the solution efficiency after customer service intervention. For the owner, the online negotiation function of the dispute provides them with functions such as the rapidly withdrawal of deposits and payment of freight. A number of operations can be easily handled online, reducing the cost of offline negotiation and the risk of transactions.

"If the driver and the owner fails to negotiate, our customer service will launch a three -party call, allowing the driver and the cargo owner to communicate and negotiate through the conference call. The customer service staff will play a intermediary mediation role similar to the 'neighborhood committee', clarify the responsibilities of the two parties, mediate the contradiction between the two parties. , Coordinate the problem. At present, the satisfaction of our complaint is 92.5%. "

"If the three -party call negotiation is unsuccessful, we also have a Guiyang Manfu Internet People's Mediation Committee to help drivers and owners resolve disputes." The relevant person in charge of the Manfu Customer Experience Center told reporters.

It is understood that the Guiyang Manfu Internet People's Mediation Commission is led by the Guiyang Municipal Legal Committee, and the Guiyang Municipal Judicial Bureau, Huaxi District Political and Legal Committee, District Judiciary Bureau and other departments participated together to guide the construction of conflicts and disputes that are committed to resolving the construction of the transportation process. "Internet+People's Mediation" model. Since the operation of the regulatory committee, it has conducted consulting, reception, and dispute mediation services more than 60,000 times through telephone, on -site, and online apps, and the mediation success rate has reached 97.9%.

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