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 (616676485@qq.com)
Editor: Li Zhiquan
SOURCE; CHINA NEWS
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