Exclusive Interview with Fengchao: Does the courier without compulsory charges come to set different pricing?
It is estimated that Fengchao express cabinet has been overtime for more than a week. The conflict between Fengchao, property, courier and consumers is still intensifying.At the end of April, Fengchao announced that its smart courier cabinet will be online with member services, and overtime delivery will receive 0.5 yuan-3 yuan.On May 5, the first wave of boycotts started, and a notice from the owner committee of Hangzhou Dongxinyuan Community announced the replacement of Fengchao Express Cabinet.Subsequently, many communities in Shanghai, Hangzhou and other places followed the boycott.After many years of losing horse racing, Fengchao tried “chasing rice”, and consumers overwhelmed the overtime courier charges. “The announcement has already been paid. Why should I pay for it?””At the same time, the industry council, the property has also begun to resist the system, unauthorized power outages, resetting the express cabinet and other situations have occurred throughout the country.On this turbulent wave, Feng Chao CMO Li Wenqing decided to stand up for an interview with Sauna and Yewang. She said that regarding the replacement of express cabinets in Hangzhou, Shanghai and other communities, the previous agreement will be handled according to the agreement. At the same time, she also thought of smartThe courier how to mediate the property to enter the residential area, the courier did not ask for the embarrassment of privately casting the counter and responded positively to the public’s doubts about the mandatory fee.When entering the community, a tripartite agreement has been signed, and all services of Fengchao members will be launched according to the agreement on April 30.According to Fengchao’s official news, ordinary users of Fengchao, that is, users who have not purchased membership services, enjoy free custody of packages (services) within 12 hours, and charge 0 after overtime.5 yuan / 12 hours, 3 yuan capped, called members will enjoy an effective unlimited storage service.Only 4 days later, the owner committee of Hangzhou Dongxinyuan Community issued a notice on its official WeChat official account, saying that the Fengchao express cabinet in the community has damaged the interests of the owners due to repeated overtime storage fees to the owners.(In the community) suspension of use.The notice stated that Fengchao violated the introduction during the negotiation in the Dongxinyuan community in Hangzhou, and the owner committee is currently negotiating on this matter.According to the statement provided by Fengchao, on May 1, 2019, Fengchao and Dongxin Park Industry Committee and the property company merged a three-party agreement, agreeing to pay a high entrance fee every year, and the expenditure has been paid.Fengchao said that at present, the unilateral power outage of the above-mentioned industry committees has constituted a breach of contract, which has caused huge economic and goodwill losses to our company. Fengchao will retain the right to pursue the Dongxin Park Industry Committee ‘s responsibility for destroying the contract.Contract recovery related economic and goodwill losses.Li Wenqing told the sauna. Yewang. Fengchao has already completed the agreement with the property when entering the community. The next step is to act according to the agreement. The regional salesperson will also communicate with the relevant property.The courier cabinet company pays the site fee, the electricity fee to settle in, and the subsequent automatic operation of the sauna. Many people interviewed by Yewang learned that when the smart courier cabinet is settled in the community, it needs to apply for relevant certificates such as the express business operation license, and it involves the courier company.The mediation of the relationship between the local government, property, neighborhood committee and other parties, in the Fengchao overtime bidding storm, the relationship between the property party and Fengchao has once again attracted attention.In this regard, Li Wenqing explained the relationship between the two. She said that the current relationship between China’s express cabinet company and the property is that the express cabinet operating company needs to pay the site fee and electricity fee to the property, and then the express cabinet company will do the operation and charge by itself.solve.Fengchao’s high-level agreement does not contain constraints on Fengchao’s business model and prices.Whether the individual owner uses it and is willing to become a member, Fengchao said that it has provided free choices in official channels, and if the industry committee insists on continuing to stop, it is a serious breach of contract.If there is any objection to the cooperation, it must be resolved in accordance with the contract.Li Wenqing also mentioned that there is currently a difference between the operation mode of the domestic intelligent express cabinet and the foreign mode, and the foreign operation mode is relatively clearer.”The operation mode of some countries is that the property purchases cabinets from the express cabinet company and uses the express cabinet as a standardized service, built under each building, just like our current letter box.”Li Wenqing said that foreign properties guarantee the operation of the cabinet by acknowledging the management fee to the owner, and the operating company of the express cabinet needs to provide technical support and operation services.Li Wenqing told the sauna and Yewang that such a model is relatively clear, and it is clear that the positioning of the express cabinet serves as an infrastructure for everyone.Does the courier pass on the contradiction of “please don’t invite yourself”?Should be symmetrical: 12-hour setting gradually investigates After Fengchao announced the overtime charge, some consumers believe that the 12-hour time setting is too short to understand, and hope to extend it to 24 hours.To proceed, Li Wenqing explained that, as Feng Chao ‘s letter to the customer said, according to the data in our background, the daily delivery peak of the courier is concentrated between 9 am and 11 am, generally arrives at 10 am, and it is determined that the free storage is 12 hours, which is based onCalculation of peak dispatch of this dispatch.”No later than 11 pm, users can usually get home to pick up packages. If they do not pick up after this time, it will affect the normal delivery of the courier at the peak of the next day’s delivery, and ultimately affect the user’s experience.”, Fengchao said.The well-known courier “please don’t invite yourself” may cause the user to charge twice. Li Wenqing mentioned that when the courier dispatches to each consumer, the smart courier as a third-party operator will remind the courier to contactThe consumer confirms whether he agrees to use Fengchao for collection.”The couriers of some courier companies may not have done a perfect job of obtaining consumer consent.”Li Wenqing said that next Fengchao will assist the courier company through research and standardize the delivery behavior of the courier.At the same time, she also hopes that the courier company can set different pricing for different services, which can effectively avoid consumers entangled in the question of whether they will be delivered to the door at the last mile, or have opinions or questions about the problem of delivery.The “I think about it” option setting explains that Fengchao does not have a mandatory sauna charge. When Yewang recently visited, it found that there are four options when Fengchao express counters pay overtime fees.Jika and I think about it again.Click “I think again” to reject this item.Li Wenqing pointed out that this option does exist, “If the owner does not want to evaluate, just click on me and think about it. After two times, his package will not be sent to Fengchao again, so there is no problem of saying that we have to charge fees.She also told the sauna, Ye Wang about the original intention of Feng Chao ‘s design of “I think about it again”, Li Wenqing explained that it happened to be a concern that the courier did n’t call the consumer and directly put it in the cabinet.I think about it again, and give users the opportunity to think twice, “that is, everyone will see this button when they go to pick up the express. If consumers do n’t want to use Fengchao to collect it, they can choose to consider it or directlyClick it and refuse to use Fengchao next time. “The following is a part of the Q & A record of some saunas and Ye Wang ‘s interviews with Li Wenqing: Sauna Ye Wang: At present, how will Feng Chao deal with the replacement of Feng Chao express cabinets in Hangzhou, Shanghai and other communities?The agreement does not stipulate that no charges can be carried out, but the property reflects that the account manager’s oral promise is free of charge to the client. How to solve this problem?Li Wenqing: In response to the issued statement made by Hangzhou and other communities, it will be handled in accordance with the agreement. They held a unilateral press conference. We do n’t quite understand what it means. The community said that 99% of the owners did not want to use it.Fengchao, but it was mentioned later that we should discuss the conditions with Fengchao again, and then use it. In our opinion, it ‘s good for everyone to act according to the agreement. The follow-up questions are specifically communicated by the local salesperson and the community.The situation is the same.Sauna Night Network: Fengchao once responded that it needs to pay a high entrance fee for entering the community, and has agreed with the property and industry council. Can it re-agree on the respective rights and obligations specified in the agreement and explain the operation mode of the express cabinet in the community?Li Wenqing: At present, the relationship between the Chinese express cabinet company and the property is that the express cabinet operating company needs to pay the site fee and the electricity fee to the property, and then the express cabinet company makes the decision of operation and charging.There is a difference between the domestic operation mode and the foreign mode, and the foreign operation mode is relatively clearer.The operation mode of some countries is that the property purchases cabinets from the express cabinet operating company and uses the express cabinet as a standardized service, which is built under each building, just like our current letter box.Well, the foreign property guarantees the operation of the cabinet by recognizing the management fee to the owner. The operating company of the express cabinet needs to provide technical support and operation services. This model is relatively clear, and it is clear that the positioning of the express cabinet is to serve everyone as infrastructure.Sauna Nightnet: The smart express cabinet has now become an important supplement at the end, but some users report that the courier will not deliver it at random, which may also lead to secondary charges. What do you think of this problem?Li Wenqing: As a third-party operator, the courier will remind the courier to confirm with the consumer whether they agree to use Fengchao for collection when delivering to each consumer.However, faced with the pressure of 200 million parcels per day to deliver (only) 2 million couriers, couriers of some courier companies may not have done a perfect job of obtaining consumer consent.The next Fengchao is considering doing some predictive actions, hoping to assist the courier company from the perspective of the smart courier cabinets, standardize the courier to obtain user consent in advance, and ultimately improve consumer satisfaction.Sauna Night Net: How to solve the problem of “not invited by the courier”?Li Wenqing: From the perspective of the industry, we hope that the express delivery industry will change from a homogeneous and low-cost service to a personalized and differentiated service.Courier companies can set different pricing for different services. Consumers can choose self-service or on-site services according to their own needs. This can effectively avoid the courier reaching the last mile before consumers decide whether to send to the door.problem.Sauna Night Network: At present, among other things, why is there a “I think about it” setting on the express settlement page?What is the original intention of Fengchao’s design?Li Wenqing: The design of Fengchao smart cabinet overdue charges considers that the courier (probably) directly trades the cabinet without calling the consumer, so the “I think about it” option is set to give the user two opportunities to consider.”If the consumer does not want to use Fengchao for collection, he can choose to think again and refuse to use Fengchao, then the next time his package will not be delivered by the courier to Fengchao.Therefore, there is no problem of saying that we are compulsorily charged.Sauna, Ye Wang Cheng Zijiao intern Yang Yidan editor Chen Li proofreading Li Ming