Chinanews. com client Beijing, June 20 th:Controversy caused by a mango: Should the blacklist of express delivery be built?
Author Zhang Xu
"Yuantong female courier kneels down for missing a mango" and "Shunfeng courier is accused of taking sleeping pills and trying to commit suicide". The extreme behavior of the two couriers pushed the sharp contradiction between customers and couriers in the express delivery industry to the cusp of public opinion.
The courier was fined when he was complained.
"In our line of work, it is inevitable that we will be wronged at work." Han Li (pseudonym), who is currently working in a courier company in Wuhan, told reporters.
When Han Li made a door-to-door pick-up, because the delivered goods needed to be weighed and packaged separately and could not be priced face to face, he added the customer’s WeChat and transferred the payment after the pricing was completed. However, the customer refused to pay on the grounds of "the goods were not that heavy" and "unreasonable pricing and charging", and claimed to make a complaint.
In order to avoid fines caused by complaints, the courier fee of more than 30 yuan was finally paid by Han Li.
Behind this behavior in Han Li, in order to improve service quality and manage couriers, courier companies have established a complaint and punishment mechanism for couriers.

In reality, many problems do not appear in the last courier link, but once a complaint is made, the direct undertaker is the courier.
Tamia Liu (a pseudonym), a courier of Yuantong in Chaoyang District, Beijing, said that as long as a user makes a complaint, the courier will be fined, which is a rule.
"The company has a complaint mechanism, but as long as there is a user complaint, the fine procedure will be started. If the result is good, the fine will be less, and the second complaint will be fined to 500 yuan. The more complaints, the more fines." Tamia Liu said.
A courier beat a customer because of a complaint
In fact, conflicts between couriers and consumers have occurred from time to time because of complaints, and there have even been incidents in which couriers beat customers.
In June 2017, a customer in Beijing did not receive the courier during his business trip, but the courier handled it in the name of "I signed for it" and made a complaint after the communication failed. The courier was punished by the company. 200 yuan was resentful and injured the customer with a blunt instrument. Subsequently, the courier was detained.
Zhao Xiaomin, an expert in express delivery, believes that the pressure on the survival of express outlets is too high, the recruitment of delivery staff is difficult, and the high fines imposed by the headquarters have led to an increase in the pressure on couriers. Express delivery enterprises should always pay attention to the trend of outlets, properly guide them and strengthen humanistic care for employees in outlets, so as to reduce the occurrence of such phenomena.

Sun Kang, vice president and secretary general of China Express Association, recently called on express delivery enterprises to safeguard not only the legitimate rights and interests of users, but also the basic rights and interests of employees, and to clean up unreasonable internal penalties.
Express Association studies the establishment of blacklist of users.
In the kneeling incident of Nie Moumou, a female courier of Yuantong in Guangrao Daozhuang, Shandong Province, the reason was that the customer thought that the parcel tape was cracked and "a mango was missing". Zhang Moumou, the customer who complained, repeatedly expressed his dissatisfaction, and in the end he pointed to "dissatisfaction with the way Yuantong handled the problem".
Yuantong Company subsequently issued a statement saying, "We are responsible for both customers and employees, resolutely resist malicious complaints and never let salesmen sweat and cry."
Netizens have called for "mutual understanding" and even suggested that "express delivery companies will black out malicious complainants".

According to the report of China Business Information Network, in the first quarter, there were 14,904 effective complaints from postal consumers about express delivery service, the main problems were delivery service, loss and shortage of express mail and delay of express mail, accounting for 31%, 29.1% and 25.3% of the total effective complaints respectively.
After the incidents of "Yuantong female courier kneels down" and "Shunfeng courier tried to commit suicide by taking sleeping pills", China Express Association said that "it is studying to establish a blacklist system for bad users."
Tamia Liu said, "tricky customers are rare, but if a blacklist is established, it will also be a kind of protection for our line."
Some practitioners in the express delivery industry told reporters that at present, some express delivery companies have established a blacklist-like credit system mechanism for "special customers", and malicious complainants have also been included, restricting the receipt and delivery of parts, but the impact is still very limited.
Whether the blacklist of users should be built or not has caused new controversy.
It is worth noting that the "reversal" of some facts of the "female courier kneeling incident" has caused new controversy whether it can be regarded as a "malignant complaint" based on the certificate given by the police and the customer is included in the "blacklist" of express delivery.
Xie Xiaowen, a special researcher of China Logistics Society, believes that some enterprises lack scientific arbitration in the evaluation and punishment of complaints, and are unwilling to solve such problems directly. Instead, they identify frontline personnel as responsible parties. On the surface, this is the pursuit of customer-centeredness, which actually reflects that enterprises are simple and rude, and the overall management operation is not humanized enough.
"Compared with consumers, courier companies are in an advantageous position. If an industry blacklist is established, it will deprive consumers of their right to choose. I don’t think it is appropriate." Pan Helin, a postdoctoral fellow in applied economics at China Academy of Fiscal Science, told reporters, "Even if it is to be established, it should be to determine several rigid standards, inform them first, and be open and transparent."
Sun Guojin, a lawyer of Chongqing Sotong Law Firm, also believes that the express delivery industry, as a service industry, cannot refuse to provide services to consumers. It is necessary to be cautious to formulate a user blacklist system based on malicious complaints and other situations, and it must not conflict with existing legal provisions; In defining the malicious behavior of customers, it is best to be identified by third-party institutions such as courts, in addition to paying attention to evidence collection.
"The blacklist system protects its own rights and interests in the industry, but if it is abused, it will also cause greater damage to its own brand, so it should be carefully considered." Zhao Xiaomin, an expert in the express delivery industry, said, "If a blacklist is established, it should be consistent with the Consumer Protection Law and the Contract Law."

How to solve the problem?
Regarding the phenomenon of malicious complaints about express delivery, Jiang Mingfa, director of the Postal Industry Security Center of the State Post Bureau, said in March that many malicious complaints in 2018 have attracted great attention from the State Post Bureau and the Security Center.
Ming Jiang said that the "Measures for Handling Consumer Complaints in the Postal Industry" is being revised to clarify the conditions for accepting complaints and block some malicious complainants from the appeal threshold; Through the big data analysis of all kinds of complaints by software, early warning and prevention of complaints that may involve malicious complaints are carried out.
"Express delivery companies should establish a sound complaint and punishment system and should not blindly transfer the pressure to outlets or couriers." Zhao Xiaomin said that in the past, when express delivery companies handled disputes, they always imposed fines at the first time. Many times, the lack of investigation can not restore the truth of the matter, which will aggravate the contradiction between couriers and consumers.
He suggested that for litigation disputes between couriers and users, courier companies should establish multi-party feedback mechanisms such as couriers and company managers. First, they should conduct self-examination within the company before handling them. If it can’t be handled, it can be introduced to the regulatory authorities to solve it together.