After losing the mobile phone, it was revealed that the gold was lost, and SF Express was again caught in the "price protection and compensation dispute"


The express delivery industry has entered the era of "intensive cultivation"

  "You will only pay 1,000 if you send a 11,000 yuan mobile phone." "You will only pay 2,000 if you lose 20 grams of gold with an insured price of 8,000." 10,000 becomes 1,000, who can accept it”, and some people questioned that consumers “will not give up the insured amount and want to pay more”.

  The insured price of the express delivery industry has always been a matter of public concern. In China's express delivery industry, almost every express delivery company has issued relevant standards and regulations on price insurance, but due to the complexity of express delivery insurance, there have been many disputes. As a courier company known for its high-quality services, SF Express has been concerned about the issue of price protection one after another.

  In 2021, China's express delivery industry has officially entered the "100 billion pieces era". In the first half of 2022, even if affected by the epidemic, the total business volume of express service enterprises nationwide reached 51.2 billion pieces, a year-on-year increase of 3.7%. It is expected to continue to grow in the next few years. . Under the huge base, how to continuously improve the service quality is actually a test of every express delivery company. On the other hand, after experiencing a price war, the current express delivery industry has entered a stage of survival of the fittest.

  It is worth noting that the dispute over the insured price compensation occurred in the same-city distribution and in the traditional business. Industry insiders said that if SF Express wants to continue to occupy the market, it must further refine its services.

  Disputes over express insured compensation

  Recently, the topic "SF Express lost 11,000 yuan of mobile phone and only pays 1,000 yuan" has been on the hot search, causing heated discussions among netizens.

  In the report, Ms. Xia from Shenzhen said that she spent 11,000 yuan to buy a brand-new, unopened iPhone. When sending it to someone in Jiangsu, she was told that the courier was lost and that she had to go to pay compensation. However, Ms. Xia had a disagreement with SF Express on the amount of the claim.

  When sending the courier, Ms. Xia placed an order in the SF Express applet. After filling in the order information, she chose the two yuan insured price that appeared at the bottom of the page, so the insured price compensation amount was 1,000 yuan. She said that she did not notice the insured price when placing the order and did not accept this treatment. After follow-up communication, SF Express said that it could compensate 2,500 yuan, but Ms. Xia still could not accept it. SF customer service said in its public response that the insured price needs to be paid separately, and there is no mandatory insured price. As long as the customer insures the price according to the actual cost, the responsible personnel have not found it yet.

  Coincidentally, this week, SF Express once again appeared on the hot search list because of "the loss of 20 grams of gold insured for 8,000 and only 2,000". This time, a user in Hangzhou placed an intra-city express order with SF Express, and sent 20 grams of gold to the customer's residence. The user deliberately insured the price when he sent it, and the value was about 8,000 yuan. Subsequently, the courier informed that the gold was lost and called the police. Later, SF Express customer service proposed a compensation plan of 2,000 yuan, which the user could not accept. SF Express replied to China News Weekly, saying that after the incident, it will enter the customer service full claim settlement process. At present, the full amount of the insured value of 8,000 yuan has been paid in advance, and the lost gold has been found.

  In June of this year, a user sent 3 diamonds, one of which was lost with a value of 230,000 yuan. After the incident, SF Express called the police and proposed compensation of 70,000 yuan according to the insured price, but the user did not accept it. At that time, SF Express responded that the compensation amount was calculated based on the corresponding proportion of the insured price. Ms. Li did not fully insure the price, so she could only give a discount.

  The above incident is not an isolated case. The Tianyancha APP shows that SF Express Co., Ltd. has hundreds of legal proceedings information, and quite a few lawsuits involve property damage and service disputes. SF Express displays the "Electronic Waybill Contract Clause" at the entrance of the order, and has made reservations for compensation under different circumstances. It stipulates that if all the insured express items are lost during the transportation process due to SF Express, SF Express will compensate according to the actual loss, but the maximum amount is not more than Insured amount.

  The problem of insured compensation has caused users to worry about sending valuables: how to determine the compensation after the lost item is not insured, and whether it can be paid according to the insured amount after insured?

  Chen Wenming, chief lawyer of Zhejiang Xiaode Law Firm, said that for the purchase of insured express or mail, compensation should be made according to the insured amount. For the express or mail that has not purchased the insured value, compensation shall be made in accordance with the "Postal Law of the People's Republic of China", "Civil Code" and other relevant laws and regulations. In the process of express delivery, in some cases, even if there is no insured value, if you can provide proof of the value of the item, it may be compensated for the original amount.

  He emphasized that the express delivery policy should be a fair and just rule, in line with the interests of both express delivery companies and consumers. The insured terms of the merchants cannot unreasonably exempt or reduce their own responsibilities, increase or limit the other party's main rights.

  The Pressure of Small Piece Trends

  For a company known for its high-quality service, a dispute over insured compensation can lead to a crisis of confidence in the company. Since its establishment, SF Express has been known for being "fast". Time-sensitive logistics is its core product line. Most of the things it sends are documents, bills, and high-priced consumer goods. After the dispute over the insured price compensation, some netizens replied: "8,000 yuan is a trivial matter, and a company that has lost its credibility will not go long."

  In 2021, SF Holding's operating income will reach 207.2 billion yuan, a year-on-year increase of 34.5%, and a net profit attributable to the parent of 4.269 billion yuan, a year-on-year decrease of 41.73%.

  In the first half of this year, the scale of national logistics demand continued to grow, and express delivery companies generally achieved an increase in revenue and profit. According to the financial report data, in the first half of 2022, SF Holding achieved revenue of 130.1 billion yuan, a year-on-year increase of 47.2%, and net profit of 2.51 billion yuan, a year-on-year increase of 231%.

  However, SF Express, whose revenue and profit have both increased significantly, has not actually increased its business volume much.

  Due to the merger of Kerry Logistics, SF’s supply chain and international business revenue excluding tax was 46.53 billion yuan, a year-on-year increase of 442.7%. The growth rate of SF's traditional business segments was not satisfactory. Among them, the express delivery business increased by 5.1% year-on-year, the economic express business decreased by 7.3% year-on-year, the express business increased by 1.6% year-on-year, the cold transportation and pharmaceutical business increased by 9.3% year-on-year, and the intra-city business of SF Express increased by 9.3% year-on-year. An increase of 28.2%. In the first half of 2022, the total volume of SF Express will be 5.13 billion, which is the same as the same period in 2021.

  From the perspective of small and medium-sized express delivery industry, before 2017, the express delivery industry was in chaos. According to public data, the proportion of the top 8 express service brands in the comprehensive market dropped from 79.6% in 2013 to 75.7% in 2017. Subsequently, when the three links, one delivery and SF Express gradually dominated the industry and went public one after another, the industry concentration gradually increased, and the top 8 markets accounted for 85.9% in March 2020.

  However, with the rise of emerging express delivery companies such as Jitu Express, another price war has emerged. Since 2020, the unit ticket price of many companies in the industry has been significantly lower than the cost line. In 2020, the express delivery industry dropped to 10.6 yuan, a year-on-year decrease of 10.2%, the largest decline in seven years.

  In 2021, SF Express will also implement a price reduction strategy, with a year-on-year decrease of more than 20%. The ultimate goal is to compete with the three links and one delivery to ensure market share. However, according to public data, in the first half of 2022, the market shares of Zhongtong, Yunda, Yuantong, Shentong and SF Express will be 22.31%, 16.68%, 15.78%, 11.09% and 10.09%, respectively, of which Yunda and SF Express will shrink their market shares. .

  Zhao Xiaomin, CEO of Guanshuo Capital and an expert in the express delivery industry, pointed out that in the first half of the year, China's logistics operations were impacted by the epidemic, but the overall fighting ability was still strong. The particularity of SF Express lies in its business model. As a player in the high-end express delivery market, the business is a direct operation model, with relatively higher costs and higher product premiums, so its revenue scale is leading. However, the main business scope of Three Links and One Da is from e-commerce, and e-commerce accounted for 80% of the entire market as early as 2016. For SF Express, it is more strongly disturbed by the general environment because it is closely related to the development of B-end enterprises.

  Zhang Shule, a senior Internet observer, told China News Weekly that throughout the entire market, e-commerce is doing logistics, and express logistics is often attached to powerful upstream resources. As a "terminal", it is difficult to exist independently. The advantages of SF Express in previous years will not be so obvious. At this stage, SF Express needs to differentiate itself through service experience and timeliness logistics, develop comprehensive logistics, and strengthen its brand. "The express logistics industry is still a labor-intensive enterprise, and the trend of small parts is becoming more and more obvious, and it is difficult to achieve standardization, so various after-sales problems will also arise."

  In the same city racing, the requirements of the express delivery industry have become higher

  "The more complex the process is, the more expensive the user will pay. This is an inevitable result," Zhao Xiaomin told China News Weekly. In recent years, with the improvement of economic living standards, consumers' demand for express delivery services has increased. Faced with many problems, the disputes are relatively large, and there are many links involved, such as the evaluation of the value of the goods sent, and the regulations on the insured price of valuables.

  However, as a leading industry that promotes the transformation of circulation methods and promotes consumption upgrades, express delivery is closely related to the upstream and downstream of the industry chain. Therefore, enterprises should try their best to achieve "mission must be achieved" and the process should be optimized as much as possible. In this way, consumers can also do their best. It may be satisfactory, but it is indeed prone to disputes and blind spots in the determination of the value of the sent items.

  According to public data, from January to July 2022, the total business volume of express service enterprises nationwide completed 60.86 billion pieces, a year-on-year increase of 4.3%. However, disputes caused by loss and damage of express mail are also increasing. The Tianyancha App shows that SF Express has hundreds of legal proceedings information, among which, transportation contract disputes, service contract disputes, and property damage compensation disputes account for nearly half of the total. This also reflects the business difficulties of express delivery companies such as SF Express, and how to better complete the service in the case of increasing labor costs.

  According to relevant reports from iiMedia Research, the epidemic has accelerated the online consumption of residents, online ordering and offline delivery have become important distribution methods, and merchants from all walks of life have gradually opened up online paths. Delivery is booming. According to estimates, the penetration rate of China's retail O2O in 2021 is about 1.6%, and it is expected to reach 7.8% in 2025, when the retail scale will exceed 1.2 trillion yuan. At present, a number of Internet giants have entered the game, and SF Express is also making cards in this business.

  SF Express is the fourth listed company under the SF family. The other three are SF Holding, SF Realtor and Kerry Logistics. Judging from the financial report data, SF Express’s performance in the same city has grown rapidly, with revenue of 4.481 billion yuan in the first half of 2022, a year-on-year growth rate of 20.82%. However, behind the rapid growth of revenue, there are continuous losses. In the first half of this year, the net profit attributable to the parent was -144 million yuan, and the loss in the past four years was close to 2.6 billion yuan. In front of players who have already entered the game, such as Meituan, Dada, Hummingbird, and Shansong, the pressure on SF Express is not small.

"The dispute over price insured compensation also occurred in intra-city delivery, which is very different from traditional express delivery. Items delivered in the same city often do not have the participation of merchants or third parties, and the rules for value determination are even more unclear. For many consumers, just need Under the circumstance of strong sexuality, it is difficult to get a proper solution once there are problems with many sent items.” Zhang Shule pointed out that there may be more potential disputes involved in intra-city delivery. If SF Express wants to occupy this market, it must refine its services, and can no longer operate extensively. It can eliminate risks by giving classified supporting plans.


  Chen Wenming said that while enterprises are pursuing quantity, they must also transform to quality. Enterprises should explore new business models and seek differentiated competition on the basis of the original scale effect and network layout. In addition, express delivery companies should pay attention to user experience, continuously improve service quality, and avoid hidden tricks in the standard terms and mailing process for the insured price of high-net-worth goods.


  "The service will run through and the biggest value of this industry is also based on this. Enterprises must grasp the essence of the problem, otherwise they may become more and more passive." Zhao Xiaomin pointed out that the development of the intra-city distribution market is still in the stage of scale improvement, and the scale of enterprises in the future needs to be Reaching a certain level, the solution capability needs to be stronger, and the differentiation capability will be a very big point of view.


  Author: Meng Qian (


  Editor: Li Zhiquan



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