Due to the impact of the epidemic, the express logistics in many places has been delayed or even interrupted since early March. Many consumers said that their online shopping products have problems such as slow arrival and untimely information update, which has also become a hot spot of complaints on relevant platforms recently.
p align = "center" 1 p align = "center" slow arrival of online shopping goods p align = "center" slow update of logistics information
Mr. Zhang in Beijing bought a sofa online on March 14. When placing an order, the system prompted that the goods were sent from Heze, Shandong Province and were expected to be delivered within two days, but Mr. Zhang waited for four days and didn't receive the goods.
The system showed that the goods had left on the 16th, and the arrival time was delayed due to epidemic prevention and control. Finally, Mr. Zhang received the goods purchased online one week after placing the order.
Xiaokui in Weifang, Shandong, waited longer than Mr. Zhang could receive the goods in a week. Only three of the ten items ordered successively in early March have arrived so far. Mr. Zhao in Liaoning encountered the embarrassment caused by the poor logistics information.
consumer Mr. Zhao: itself should have arrived on the 20th, but the result has been delayed. The logistics information shows that it has been transferred from Shenyang to China for loading, but the actual communication with customer service is still transferred from Shenyang to China.
The reporter learned from a complaint platform that the number of complaints related to express logistics in March is close to 20000 so far. The main complaints of consumers focus on express delay, express loss, customer service and after-sales service, among which the complaints involving delay and distribution account for nearly 40% of the total complaints orders decreased significantly
Due to the obstruction of logistics, it is not only the delayed arrival of things bought by consumers, but also some operators on the e-commerce platform are facing losses caused by goods backlog and platform punishment.
Wang Yuanjian, who does clothing e-commerce business, is very worried recently. At present, it should be a hot time for spring clothes to be listed and sold. However, due to the logistics obstruction caused by the epidemic, it is difficult for him to transfer to new goods for sales from other places.
Compared with the difficulty of purchasing goods, Wang Yuanjian is more worried about delivery. Because the logistics time is too long, some consumers give up buying, while others choose to refund midway because of the long waiting time.
Wang Yuanjian, a merchant of an e-commerce platform: since the impact of the epidemic this year, our orders have really plummeted, perhaps halved.
although the order volume is decreasing, the logistics cost is increasing. If consumers return goods halfway, the logistics expenses shall be borne by the operators themselves
Compared with the logistics of fresh clothing, we pay more attention to the sales speed of fresh shoes and hats. A company in Ganzhou, Jiangxi Province, has 500 fresh food orders since March. Many orders have lost a lot because of the deterioration of food due to the longer transportation time.
LAN sendi, general manager of a Shenzhen Agricultural Products Group Co.Ltd(000061) trading company in Ganzhou City: if there is an epidemic or blockade in the delivery place, the express delivery will not reach the customer. Once about 30% of the bad results occur, we will compensate the customers.
Lansendi said that in the past, the fresh fruits issued by the company could reach the customers within three days, but now it is difficult to guarantee the specific delivery time to the customers at this stage. She can only persuade the customers to take photos carefully, because once the customers delay receiving the goods and complain, she will face the punishment of the e-commerce platformP align = "center" 3 p align = "center" logistics enterprises dynamically adjust postal routes p align = "center" multi driver transfer cargo
faced with this round of epidemic, which has led to the obstruction of multi regional transportation, some logistics enterprises began to dynamically adjust the transportation routes to reduce the impact of logistics obstruction
When a logistics transportation enterprise transported goods for a technology company in Beijing not long ago, due to the upgrading of control measures, the transportation time was affected, resulting in a shutdown of more than 20 hours.
The reporter learned that even if there is no epidemic at the beginning and end of sending and receiving e-mail, the epidemic in the transfer center will also affect the dispatch and operation. This requires logistics enterprises to dynamically adjust the logistics lines in real time.
Zhang Zhanjun, deputy general manager of the mail delivery division of China Post Group Co., Ltd.: the whole network has opened 56 inter provincial lines and dynamically adjusted 168 inter provincial lines to avoid some impact of the epidemic on our postal routes by bypassing and driving directly.
It is understood that at present, more than 90 cities have asked truck drivers passing across provinces to provide 48 hour nucleic acid test negative certificate and travel Code Green code, so as to make the goods delivered as much as possible. Some logistics enterprises adopt the connection mode to let the goods "enter the city", and the drivers do not "enter the city".
Due to the lack of a unified release platform for epidemic prevention and control and traffic control information released in various places, the information is not smooth, resulting in frequent problems such as drivers unable to walk, isolated, vehicles unable to get off the highway, unable to enter the logistics park and so on.
Zhou Zhicheng, director of the Research Office of China Federation of logistics and procurement: firstly, it is suggested to unify the information release channels of epidemic prevention and control and traffic control throughout the country. Secondly, it is suggested to ensure that the major channels of urban production and domestic freight logistics should be unobstructed. It is suggested to unify the handling conditions and procedures of passes.
\u3000
