Infringed by various business marketing routines? Is there no way to complain about the fault of the purchased goods? The Black Cat Complaint Platform helps you solve your consumption problems around the clock【 In case of consumption disputes, complain on the black cat 】
Source: Chengdu Business Daily Author: Qiang Yaxian
On September 23, SF Group issued a statement apologizing for the social concerns caused by the continuous hot search. Red Star Capital Bureau noted that since September, Shunfeng has been involved in the "dispute over insurance compensation" and has been pushed to the forefront of public opinion several times.
Today, the discussion about express delivery price protection and SF service triggered by the "price protection compensation dispute" is still ongoing. Why is it difficult for consumers to claim for compensation even though they have paid extra premium?
Red Star Capital Bureau found that SF's explanation on the rules of insurance and claims settlement was not clear. In addition, the insurance service provided by SF is performed by SF, and the claims are settled by SF. In this regard, some market voices questioned that Shunfeng is "both an athlete and a referee"? How to protect the rights and interests of consumers?
"Controversy over insurance compensation" Shunfeng Hot Search
On September 20, a man in Chongzuo, Guangxi, said that his sister sent dried fish to Pingxiang by Shunfeng Express, but because she was not at home, she sent them to the guard room of the community. After receiving the goods, the man saw that only the head and tail of the fish were left, and the body was cut off. After weighing, he found that it was 500 grams less than the delivery time, and the adhesive tape of the packing box also seemed to have been pasted twice.
On September 23, SF Group issued a statement to respond to this matter, saying that the express was sent under the supervision of the packaging, and the outer packaging of the arrived package was intact. After receiving the abnormal feedback, the investigation was started as soon as possible according to the process system, and the abnormality in the receiving and dispatching transportation link has been basically eliminated, and the incident is still under further investigation.
Since September, SF has been on the microblog hot search frequently, and related events are all related to insurance. The hot search topic is accompanied by negative information such as "no claims for insurance" and "difficult consumer claims".
On September 13, the topic of "Shunfeng sent 20 grams of gold and only lost 2000 yuan after losing 8000 yuan" hit the top of microblog hot search. According to the Qianjiang Evening News, Mr. Liu from Xiaoshan, Hangzhou, sent 20 grams of gold worth about 8000 yuan through Shunfeng, and purchased the insured service worth 8000 yuan. When the express lost a piece, Shunfeng customer service said it could only pay 2000 yuan.
Prior to Mr. Liu, Shunfeng also caused heated discussion because of the issue of compensation for lost parts. On September 6, the Oriental Today News "Red Rabbit Video" quoted "Xinyuan Video" as reporting that Ms. Xia from Shenzhen said that her iPhone worth 11000 yuan had been lost by SF Express. Because she did not pay attention to the claim terms, she only chose the insurance price of 2 yuan, so SF only compensated 1000 yuan.
Shunfeng, which has been involved in the "dispute over insurance compensation", has been pushed to the forefront of public opinion for several times. The topic of "8000 yuan insured against 2000 yuan for the loss of 20 grams of gold" kept growing. On September 14, Shunfeng made a response that it would assist customers to call the police at the first time and enter the full claim settlement process of customer service. On September 13, the full insured amount of 8000 yuan was paid to the account in advance. After the investigation and search by the police, with the cooperation of all parties, the gold lost by the customer has been found.
Although the matter has already had results, the discussion about express delivery insurance and SF service caused by it is still ongoing. A netizen said: "Mr. Liu's gold is back. How can consumers regain their trust in Shunfeng?"
Red Star Capital Bureau found that it was not an individual case that SF had difficulty in settling insurance claims. Complaints in Black Cat [Complaint Entrance] On the platform, there were more than 10000 complaints about SF insurance. A consumer filed a complaint on September 5, saying, "After using SF Express to send five bottles of liquor, the insured price was 12500 yuan, and the premium cost 100 yuan, SF replied that it would not settle the claim at the first time, and told me that it had signed an exemption agreement. What was the significance of price protection?"
In addition, it is not uncommon for consumers to take Shunfeng to court for insurance claims on the Chinese Judgment Document Network.
A ruling issued in February 2021 shows that a company in Beijing sent a bank acceptance bill with a face value of 50000 yuan through SF, insured it at 50000 yuan, and paid 250 yuan of insurance fee. After the mail was lost, the above company took Shunfeng to the court to claim compensation of 50000 yuan. The court held that the plaintiff insured 50000 yuan and paid the insurance fee. Now the mail is lost, Shunfeng should compensate the plaintiff according to the insured amount.
Repeatedly "breaking an appointment" on insurance compensation is questioned as "both an athlete and a referee"
Why has Shunfeng, which has always shown its "high-end" image, repeatedly broken its promise on the issue of insured compensation?
Red Star Capital Bureau noted that SF classified price protection as a value-added service and provided charging standards for different businesses. Although the customer paid additional insurance fees, SF did not clearly explain the rules of insurance and claims settlement.
For example, SF mentioned in the column of the introduction of the insured products: "In case of loss of consignments due to SF's liability during transportation, SF will compensate according to the declared value and loss ratio". The claim settlement rules also stipulate that: "Please provide a true and effective value certificate when settling a claim, and SF will evaluate the loss value in combination with the market value and the opinions of the third party organization." Among them, the declaration value, loss proportion, market value, and the opinions of the third party organization evaluate the loss value. Many terms are not clearly explained. What is the standard for the real claim settlement?
In response, Red Star Capital Bureau called Shunfeng, and a customer service staff replied that they would take a comprehensive consideration: "We will first verify the amount of loss. In principle, the insured express will be compensated according to the insured amount, but the relationship between the declared value and the actual value should be compared; partial damage or shortage will be compensated according to the actual loss value, but the maximum compensation amount should not exceed the insured amount."
When Red Star Capital Bureau further asked whether Shunfeng has the right to make decisions and whether there is any third-party organization to ensure fairness, Shunfeng Customer Service said that Shunfeng has no third-party organization and customers can entrust a third party.
It is worth mentioning that the price protection service provided by SF is performed by SF and claims are settled by SF. In this regard, some market voices questioned that Shunfeng is "both an athlete and a referee"? How to protect the rights and interests of consumers? In this regard, Red Star Capital Bureau contacted SF Holdings As of press release, there is no reply.
Chen Wenming, the chief lawyer of Zhejiang Xiaode Law Firm, said to Red Star Capital Bureau that the relationship between the express company and the sender is a transportation contract, and the loss of the sender due to transportation should be borne or compensated by the express company.
Lawyer Chen Wenming said that for the insured express or mail, compensation should be made according to the insured amount. For express mail or postal materials that are not insured, compensation shall be made in accordance with the Postal Law of the People's Republic of China, the Civil Code and other relevant laws and regulations. In the process of express delivery, in some cases, even if the price is not insured, the original amount of compensation may be possible if the proof of the value of the goods can be provided.
In response to the problem of the difficulty of insurance claims settlement of express delivery services such as Shunfeng, Yang Daqing, an expert in the logistics industry, told Red Star Capital Bureau that the reason for the difficulty of claims settlement is that the current claims settlement service system is not perfect, and there is a lack of professional and convenient service guarantee system for commodity value recognition, which makes consumers and enterprises have different opinions. On the other hand, express delivery also needs to refine service specifications for the delivery of some non-standard items.
Xie Xiaowen, a special researcher of China Logistics Society, mentioned to Red Star Capital Bureau that at present, it is really necessary for the National Post Office and the express industry association to seriously study the issue of express insurance, fully integrate the market and consumption environment, and guide the industry to form a scientific, reasonable and innovative express insurance compensation system to better meet the development needs.
The insured price becomes the way of "income increase". SF Express revealed that there is a 20% commission
It is worth mentioning that behind the "dispute of insurance compensation", insurance has also become part of SF's "income increase".
Red Star Capital Bureau has learned that SF will give the courier a corresponding "commission" on the insured price. On September 15, Chen Yang (a pseudonym), a courier who has worked in Shunfeng for three years, told Red Star Capital Bureau, "When customers send valuables, we will remind them that it is safer to protect the price, but it depends on the customers' wishes, and we cannot force them to protect the price." At the same time, Chen Yang also mentioned that the company will "commission" the courier to protect the price, which is about 20% of the insurance cost.
The semi annual report of 2022 just released by SF shows that the total number of pieces in the first half of the year reached 5.13 billion. Assuming that 10% of the express delivery companies choose insurance, the minimum insurance cost of 1 yuan will increase the income of about 500 million yuan in half a year. In this regard, the Red Star Capital Bureau called Shunfeng Holdings, and the relevant person in charge said that he needed to know about the situation with the company before replying.
Before falling into the controversy of no compensation for price protection, Shunfeng just announced that from September 5, it will show its service commitment of "no delivery, no compensation" in 50 major cities across the country. After the feedback is verified to be correct, the user can get a 5 yuan customer experience guarantee red packet. This service will start from these 50 cities and gradually spread to the whole country.
It can be seen that in recent years, the express industry has fallen into the homogenized competition, and the damage of express delivery and non door-to-door delivery have reduced the consumption experience. Shunfeng intends to improve its service and tries to improve the consumer experience by door-to-door delivery. However, at this node, successive insurance claims disputes may affect SF's reputation.
Red Star Capital Bureau noted that the "dispute over price protection compensation" caused the share price of Shunfeng (09699. HK) to plunge. In the afternoon of September 13, SF fell more than 10% in the same city, and then recovered. By the end of September 15, SF had closed at HK $6.55 per share in the same city, with a total market value of HK $6.114 billion.
In recent years, Shunfeng is trying to reduce the average performance cost of each order by increasing the number of crowdsourcing riders. In the future, how to reduce the cost of labor outsourcing on the basis of ensuring the quality of service has become a problem to be solved in Shunfeng.
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