115 communities boycott “Fengchao”: over time charging triggers express contradiction


Source: 21st century economic report
Original title: depth 115 communities boycott “Fengchao”: overtime charging triggers the “last kilometer” contradiction of express delivery
Fengchao package overdue charges wave is still in continuous fermentation.
On May 13, Han Bing, head of Zhongyi community, told the media that with the help of lawyers, they were drafting a standard contract for Fengchao to enter the community, so as to facilitate more reference for the community. Han Bing also revealed that 115 community industry committees that said “no” to Fengchao are working with lawyers to draft documents and try to communicate more reasonably.
“Recently, a lot of complaints have been received from owners, mainly because when Fengchao express cabinet was introduced into the community, Fengchao salesmen said they would not charge residents. Therefore, the overall response of users in the community is very strong. ” Shanghai City Wu Tong City District property related personage told 21Tech, is also in the integration proposal, hoping to communicate with Feng nest.
Meng Huixin, an analyst of legal rights and interests of ECOSOC e-commerce research center, said that the original intention of express cabinets is to provide options when the recipient is inconvenient to receive. Similarly, for the early stage when the delivery volume of express companies is too large and the guarantee period is too long, express cabinets are also the best choice. Therefore, with the user’s consent, the courier informs the deposit charging policy to protect the user’s right to know, then the charging is OK.
However, from the current situation, neither e-commerce platform nor express companies give users the right to choose.
E-commerce silence
On May 13, Fengchao express, which has a market share of nearly 70% in the intelligent self delivery cabinet, attracted the dissatisfaction of most users. Shanghai, Hangzhou and other residential areas in the first time issued a statement of doubt, and the suspension of Fengchao express cabinet. This result does not seem to be expected by SF.
On May 11, Shanghai Consumer Protection Commission responded to the incident, and the charges and trading conditions should be fair and reasonable. “Express companies should get the explicit consent of consumers to put express mails into express cabinets.” This view also appeared in the response of Shandong, Jiangsu, Zhejiang, Fujian and other management departments. In addition, the Fujian Consumer Association pointed out that the cost of storing in the express cabinet without the consent of the addressee should be borne by the express company itself.
However, for users, no matter Taobao, pinduoduo or other e-commerce platforms, while the order volume is increasing, the end delivery service is greatly reduced. 21tech noticed that in the payment process of pinduoduo platform, there is no option for distribution users. On the Taobao platform, the payment page gives choices, including self delivery and storage in the post station.
However, several users reported that even if they refused to deliver the package to the post station, the courier still sent the package to the post station quietly without any notice. “Now receiving express delivery has become a burden.” Even the user tucks, the courier cabinet is convenient for express companies and couriers, not for themselves. “Why not make complaints about what they want?”
“To ensure the delivery of express to your home, China’s” postal law “,” Interim Regulations on express delivery “and other legal provisions are very detailed, and express enterprises need to strictly follow the regulations.” Zhao Xiaomin, a senior observer in the express industry, believes that it is a violation of regulations for the express delivery workers to put the express into the express cabinet without the consent of the consumers. Once such behaviors are found, the consumers should also be brave to protect their rights.
Many e-commerce platforms kept silent about the disturbance. However, the so-called overtime fee of Fengchao customer service is not mandatory. Every customer has two opportunities to be free of charge. 21tech reporters found that there is no free charge after experiencing it.
Service discount
On May 13, China Consumer Association also responded to the problem of overtime charging of Fengchao. The smart express box service has a public attribute. For those who really need to use the smart express box service beyond the deadline, the charging standard should be determined by referring to the public service price management method.
However, the “Fengchao” incident is just a fuse, triggering the backlog of “the last kilometer” of express delivery. For users, whether it’s e-commerce or express companies, the root cause of dissatisfaction is the service discount. With the development of e-commerce industry, the domestic express delivery industry package volume also began to soar.
Public data shows that from 2011 to 2015, the domestic express business volume has maintained a rapid growth of about 50% for five consecutive years, from 5 billion to 20 billion, becoming the first in the world. In 2017, the total volume of express business reached 40.06 billion. According to the 13th five year plan for the development of the postal industry issued by the State Postal Administration, it is estimated that the express business volume will reach 70 billion pieces and the business income will be close to 800 billion yuan in 2020.
Take pinduoduo for example. According to the National Bureau of statistics, in 2019, China’s online retail sales of goods and services reached 10.6 trillion yuan, while in 2019, pinduoduo’s Gmv reached 1006.6 billion yuan. Pinduoduo’s Gmv accounted for about 10%, but its package volume accounted for more than 25%. This also means that e-commerce parts with low customer unit price account for an increasing proportion, especially in the sinking market.
As more and more parcels are packed, the couriers will no longer deliver them 11 times. An e-commerce industry analyst believes that e-commerce platforms and e-commerce sellers need increasing orders, and the reduction of logistics costs is the first to bear the brunt. In order to obtain a single volume, but also to protect their own profits, in the case of a limited number of couriers, we can only find ways to increase the efficiency and workload of couriers.
In this context, how to choose courier? The door-to-door service has basically become a thing of the past. Before the unmanned distribution equipment is mature and large-scale landing, it is difficult to find a balance between cost and service. In the future, collection point and express cabinet will still be the choice of e-commerce platform.
Is express cabinet a good business?
It can be said that the birth of intelligent express cabinet is based on this original intention. Xu Yubin, CEO of Fengchao, once explained the business logic of Fengchao’s express cabinet construction:
On the one hand, we want to make money from express companies, “we hope to provide standardized services to users at the end, reduce the requirements for labor skills with unified service standards, so that the express companies and users we serve can feel a stable end express service.”

On the other hand, make money from the user end, “at the same time, effectively form a complete chain of terminal logistics and trunk flow information. Fengchao deeply excavates the user behavior data. In the future, we will drive this chain through technology.”
However, reality is much more than ideal. Most users said that they were forced to pick up express delivery in Fengchao cabinet without knowing it.
For the accountability of all sectors of society, Fengchao has responded many times. On the evening of May 9, Fengchao issued an open letter to users, saying that the original intention of this service is to encourage users to pick up items in time, improve the turnover rate to achieve greater resource utilization efficiency, and in the future, it will also contact express companies to launch early pick-up and win red envelopes.
In response, Fengchao did not withdraw or make concession to the charging service, but only explained “the member service could not be explained clearly”. From “one yuan appreciation function” to “overtime charging”, express cabinets are trying to explore the profit model, reflecting the pressure of continuous loss. How to make profits has become a common problem faced by intelligent express cabinet enterprises.
Since 2010, the number of intelligent express cabinets in China has increased rapidly. According to the statistics of the State Post Office, by the end of 2019, the number of intelligent express cabinets in China has reached 400000 groups, an increase of about 50% over 2018. Among them, there are 170000 Fengchao laying groups, accounting for 42.5% of the market; 94000 express mail groups, accounting for 23.5% of the market. After Fengchao acquired express mail, its market share exceeded 66%, becoming the first leader of the industry.
However, the problem of profit has always been the pain point of Fengchao. According to the public data, the unaudited operating revenue of Fengchao in the first quarter of 2020 is 334 million yuan, with a loss of 245 million yuan. In 2019, the revenue is 1.614 billion yuan, with a loss of 781 million yuan. To some extent, the huge losses faced by Fengchao also reflect the difficulties of the industry.
From 2018 to 2019, Yunda, Shentong and other investors successively withdrew from Fengchao. At the same time, because the volume of express cabinet is not large, the realization of its advertising is not ideal. After various profit models fail, Fengchao finally begins to charge users “overtime fee”.
Xie Xiaowen, a special researcher of ECOSOC e-commerce research center and expert member of new technology promotion branch of China Communications and Transportation Association, said that the key issue of the incident was whether the “big action” of express cabinet enterprises’ charges really reflected the original intention of facilitating people and benefiting the people, whether they were compliant with the law, and whether they could realize more express cabinet enterprises, express logistics enterprises, consumers, etc Balance of interests.
However, the core issue is whether the express delivery is delivered to the collection point or the self delivery cabinet, giving users the right to choose. China’s express market is dominated by e-commerce express. According to relevant data, the number of orders from Alibaba series e-commerce of each express company basically accounts for more than 50% of their total orders. To give users the right to choose, we need the cooperation of e-commerce enterprises, logistics enterprises and express cabinet enterprises.
At present, e-commerce platforms should not be silent.
(author: Tao Li, intern: Lu Siye, editor: Liu Xueying, Xu Xu)