Be careful of this courier phone number! Are consumers really "actively" giving up on home delivery?, 618 Nearby Consumers | Express | Phone
"Why did the express delivery company deliver the goods to the temporary storage point when they were clearly requested to be delivered to their doorstep? They also claimed that after confirmation by the consumer, what was going on? Recently, Mr. Li, a consumer, complained to the Jiefang Daily Shangguan News reporter about Yunda Express, believing that the express delivery company did not deliver the goods to their doorstep without the consumer's permission.".
The investigation found that Yunda's "no delivery door-to-door" policy has a hidden reason: it actually misleads consumers into choosing non door-to-door services through phone settings.
The reporter purchased two products online and requested the merchant to use Yunda Express. A few days later, the logistics records showed that all the goods had arrived in Shanghai and were being delivered. Next, the reporter received a call from "95126", who was on the phone with a robot. The approximate meaning was: "You have a Yunda Express that is currently being delivered. Do you agree to place it at the temporary storage point? If you agree, please hang up. If you disagree, please press 2." After verification, 95126 is the unified number used by Yunda Express for outbound calls to notify recipients to pick up the package.
After confirming with Mr. Li, he also received a call from the same number, "As soon as I heard it was a robot and received it during an office meeting, I hung up the phone."
At this point, the truth came to light: Mr. Li's act of hanging up the phone was marked by Yunda as "consumer confirmation to place the package at the temporary storage point.".
Is Yunda's move reasonable?
According to China's Postal Law, Provisional Regulations on Express Delivery, and Draft Measures for the Administration of the Express Delivery Market, express delivery enterprises are not allowed to deliver their parcels to intelligent express boxes, express service stations, and other express end service facilities without authorization. That is to say, courier companies and couriers can only place parcels at the end storage point after receiving consumer approval.
From a real-life perspective, the requirements of the regulatory authorities have indeed led many companies to choose to communicate with consumers in advance about their advertising methods, and there are also many who use voice calls or text messages. However, a practice similar to Yunda Express where consumers hang up and default to "agreeing not to deliver to their doorstep" is very rare. The reporter tried different express delivery services and experienced the following——
SF Express contacts consumers through mini programs or courier phone numbers to confirm delivery time and location.
The Danniao logistics, which is delivered directly by Cainiao, is confirmed by the robot and the consumer via phone number 9519668 to confirm whether it has been delivered to their doorstep and whether it has been rescheduled for delivery; After the consumer's voice reply, the machine will hang up the phone and place the product according to the consumer's request.
JD Logistics will confirm the delivery method and location with the pick-up person via 950616 or by the courier's own phone number. The relevant phone number will also be used to deliver the package according to consumer requirements.
The delivery personnel of Hema and Dingdong who buy groceries should contact consumers in advance by phone. Sometimes, when consumers request to leave it at the door, the delivery personnel will respond and send a text message through the system to remind consumers to pick up the goods in a timely manner.
Yuantong, Shentong, Zhongtong, and others did not contact each other by phone before delivery, but did not place their products in temporary storage points on their own.
Of course, the number of express deliveries experienced by journalists is limited, and there are differences in the service methods of couriers in different regions. However, overall, the purpose of most companies or couriers using robot phones to manually call is to solicit consumer willingness and deliver according to consumer requirements. Only Yunda uses "hanging up the phone" as a confirmation of "delivering to a temporary storage point.".
Many consumers disagree with Yunda's approach. On the one hand, consumers may not be able to conveniently answer notification calls. After answering, they may discover that it is a robot voice, and it is very likely that they hang up the phone before they have finished listening to what the robot has said. So, Yunda is suspected of using the common act of "hanging up the phone" to induce consumers to give up delivering goods to their doorstep. On the other hand, laws and regulations require express delivery companies to provide "door-to-door" services, but Yunda's prioritization of "no door-to-door delivery" is itself contrary to laws and regulations.
In fact, in response to the recent concentrated promotion of "618" on e-commerce platforms, the Office of the Leading Group for Postal and Express Delivery Industry to Ensure Access has issued a notice requiring express delivery companies to make every effort to ensure delivery services. Therefore, it is recommended that relevant enterprises improve the unreasonable delivery settings reported by consumers as soon as possible.
