According to data released by the State Post Bureau, in 2017, the total business volume of express service companies across the country completed 40.06 billion pieces, an increase of 28% year-on-year, and the average daily number of express delivery exceeded 100 million pieces. The huge business volume gave birth to express cabinets and post stations, which brought convenience to people's lives and protection of privacy.

However, the basic operation of more and more express delivery companies is: first place the express in the express cabinet or post, and then send the pickup information to the recipient so that the consumer can pick it up. In order to improve the efficiency of delivery, the courier chooses to put the courier in the courier cabinet or post, regardless of whether the recipient is at home or not. This "cut first and play later" approach creates many problems.

The most important thing is to increase consumers' shopping risks. After the courier arrives at the courier cabinet or station, the courier process will directly display the receipt. If some consumers buy goods that are not inspected face to face, all kinds of wrangling will occur once the goods are damaged.

Secondly, the refusal of delivery by the courier also brings inconvenience to consumers, especially for some larger items. The promise that consumers get when they buy is home delivery, but it turns out to be counterproductive.

The method of short message notification is also easy to obliterate the pickup information in numerous unread short messages, causing the courier to stay in the courier cabinet for a long time. At present, some express cabinets have implemented two-way charges. Once the express delivery expires, consumers will pay for this additional cost.

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The refusal of delivery will be restricted

Consumers have requirements for door-to-door delivery, while courier companies and couriers have their own difficulties. Express companies are facing the pressure of homogeneous competition in the industry and increasing pressure on labor costs. For couriers, some communities prohibit courier vehicles from entering; inaccurate receiving addresses or the recipient's not at home may result in reduced delivery efficiency. Multiple factors cause these couriers to be reluctant to deliver goods to their homes.

But is it compliant to put the courier in the courier cabinet or post without discussing it with the recipient? Courier expert Zhao Xiaomin said that according to regulations, the courier must first obtain the recipient's consent, and if the recipient does not agree, he must deliver the goods to the door.

Obviously, the courier delivered the express to a third party without authorization, and then notified by SMS, which actually directly deprived the recipient of the right to choose the delivery method. At the same time, the courier's refusal to deliver the goods to the door is also a unilateral violation of the contract between the courier and the customer.

The "Interim Regulations on Express Delivery", which will be implemented on May 1, stipulate that companies engaged in express delivery services should deliver express mail to the agreed receiving address, recipient or recipient designated by the recipient, and notify the recipient or Acceptance by the consignee in person. The recipient or the consignee has the right to check and accept in person. Although in the past each express delivery company more or less had its own regulations, as an administrative regulation, the "Express Delivery Regulations" are mandatory and legally binding.

The recipient's right of informed consent should be respected

Faced with the rapid increase in the number of express delivery each year, the "Interim Regulations on Express Delivery" also clarified that multiple companies operating express delivery services are encouraged to share terminal service facilities to provide users with convenient express terminal services. Shao Zhonglin, the former deputy secretary-general of the China Express Association, said that the proportion of smart express cabinets and collection points will increase in the future. Shao Zhonglin also emphasized that home delivery is a basic requirement. Whether letting the recipient go to the courier cabinet and the post station to pick it up will lead to suspected violations, the key lies in whether the courier company has obtained the consent of the recipient before putting the courier into the courier cabinet. The order is different, which brings customers not only experience problems. , It also represents whether the operation is compliant.

The "Interim Regulations on Express Delivery" stipulates that express companies that accept complaints must handle complaints within 7 days and inform users that express companies should impose substantial penalties on the practices of dispatchers who place express delivery in express cabinets without authorization. Therefore, courier companies must avoid short-sighted behaviors in which consumer rights are exchanged for profits. Moreover, only by restoring the interests of customers, respecting customers' right to choose, and striving to meet the expected service needs of consumers, can we not be kicked out of the first echelon of the express service industry.

The government's supervision of express cabinets must also keep pace with the times. On the one hand, it must improve industry service standards so that management has laws to follow; on the other hand, it must urge express delivery companies to standardize and implement relevant regulations. The government should require courier companies to increase delivery options, return the right to know and self-choice to consumers, and protect their legitimate rights and interests.