In these 30 separate bill details, Liang Fan saw more detailed records-in the past seven months, more than 2,200 express orders added up by the two post offices have excellent records. The time and reasons of fines for these single orders were listed one by one, including "false receipt", "service attitude" and "delivery delay", resulting in fines as high as 400,000, with an average of more than 50,000 per month.
Liang Fan's experience is not special. He didn't even get the severest punishment.
According to the public information of Judgment Document Network, in 20 17, a contractor in Zhangjiakou City, Hebei Province was fined 48,000 yuan in six months of operation, and another contractor in the same area was fined 10.9 million yuan within 25 days of signing the contract. 20 19, Jingtai county, Gansu province, a contractor was fined 84,000 yuan during the half-year operation period; 20 19, one operator of shentong in Foshan, Guangdong province was fined 95,000 yuan for three years, while another contractor of shentong in Foshan was fined 503,000 yuan for four months. According to the report of China Youth Daily in February, 2020, one outlet in Nanning, Guangxi was fined 300,000 yuan a year, and another outlet changed owners twice every two months. Two contractors received180,000 yuan and 200,000 yuan respectively.
According to the data of the State Post Bureau in 2020, 320,000 postal express outlets have completed the receipt and distribution of more than 80 billion pieces of express delivery. According to the calculation of 654.38+400 million people, there is one service outlet for every 4,500 people on average-it is difficult to count the number of people in Liang Fan, but according to public information, being fined is obviously not a case.
After the bill was issued, the staff who had been in close communication with Liang Fan never replied to his message. After waiting for more than a month, there was no news of him. Liang Fan posted his bill and the problems in the bill on Weibo, got a hot search and got thousands of reposts. This ushered in an opportunity for him to communicate with his boss, but the other party just said that the previous arrears were written off. "Let's stop here."
Liang Fan runs two rookie stations in a certain district of Wuhan.
Almost every day, Li Jing, the driver he hired, drives a 4.2-meter-long red van, pulls back more than 3,000 couriers in five trips from a logistics park of several hundred square meters and a superior outlet four kilometers away, drags them into a rookie store and sorts them by number. This is a community-oriented logistics service platform that can provide parcel collection service for online shopping users.
The packages here are all from Shentong, Tong Yuan and Dayun. Together with Zhongtong, these three companies are "three links and one reach". The founders of the four companies are all from Tonglu, Zhejiang. Their experience mode is similar to franchising, and their headquarters are located in Shanghai. Every province has a provincial company; Franchisees with first-class outlets in different cities under provincial companies; On the other hand, Liang Fan signed a contract with a first-class franchisee and was called a second-class outlet contractor in Wuhan.
Born in 1994, this young man yearns for his parents' entrepreneurial history. In the 1990s, they opened an omelet shop in Hubei from rural to urban areas. His mother cooked an omelet in the early morning, and his father peddled it on a bicycle. It didn't take long for them to have a good reputation, and people lined up to buy egg rolls.
Therefore, shortly after working in a state-owned enterprise, Liang Fan resigned and started a business. Introduced by a friend, he paid a deposit and signed a contract with a first-class contractor in Wuhan. He bought cameras, guns (tools for scanning express orders) and other equipment, and began to operate two post stations in May and August 2020.
The industry calls express scanning "warehousing" and successful delivery or pickup "outbound".
According to the contract, the salesman can get 1 yuan for each express delivery. On the publicity page of the rookie station, this is "low cost/low risk entrepreneurship"; On the joining promotion page, "rookie" will predict future income for those who are interested in joining. In the community where Liang Fan lives, the predicted income of rookie is 8000 to 10000 yuan per month.
Liang Fan was not so optimistic, but he made a rough calculation before contracting: even if he had to pay more than 10,000 yuan in rent, tens of thousands of yuan in equipment expenses and five employees' salaries, he could at least recover his capital within six months.
But after half a year's bill, he found that he owed the company 6.5438+0.3 million yuan-according to the monthly bill, he could only make a profit at the beginning of taking over the station in May. Since September, I have owed thousands or even tens of thousands of yuan to Youyou. In September and June, I owed Tong Yuan and Dayun more than 20,000 yuan respectively.
In the contract signed in Liang Fan, there is only one explanation about the fine: "The fine caused by Party B's own reasons must be turned over to the relevant departments of Party A in time after confirmation, including delay, loss, shortage, ...", but the amount and specific standards of the fine are not specified in detail.
If we consider that the delivery fee of a single express delivery is 1 yuan, then even the bottom line of the fine-5 yuan-means that these five orders are given away for nothing. Liang Fan received an average fine per bill 144 yuan.
Behind the ticket, the express delivery is getting faster and faster.
According to the data released by the rookie, the national average delivery time in 20 15 is 2.6 days, and that in 20 16 is 2.4 days. By 2020, the number of parcels will be 10 times as much as before, but the delivery time will be shortened to 48 hours.
Express delivery will be faster and faster in the future. In 20 17, the State Post Bureau issued the "Thirteenth Five-Year Plan" for the development of express delivery business in Beijing, Tianjin, Hebei, Yangtze River Delta and Pearl River Delta, requiring that by 2020, key cities will basically achieve 12 hour delivery and other cities will achieve 24-hour delivery.
After the "small goal" of 12 hours was issued, the pressure on colleagues in Shanghai in Liang Fan increased sharply. According to interface 20 17, every night at 7: 30, the boss will appear at the operation site on time to check whether the employees are lazy.
In the same year, the headquarters of a franchise express company in Shanghai made regulations on the franchise outlets of express delivery, which required the signing rate to reach 94%. If not, each ticket will be fined two yuan per day; If one ticket is delayed for one day, it will be fined 100 yuan, while the courier working in the outlet works more than 12 hours a day. Delivery starts at 8 o'clock every morning, and a receipt is issued before 2 o'clock in the afternoon. If it is delayed, it will face a fine of 10 yuan.
In Wuhan, the system also constantly captures scheduling records. Since Liang Fan started to work in the post office, the fines due to prescription have been flowing continuously, and the system will calculate the delivery date of the express mail. In case of delay, there will be a penalty of 10 yuan every day. At the same time, 50 yuan is sometimes fined for "influencing the brand".
In August 2020, the check-in rate evaluation policy spread to Wuhan. In the WeChat group, the person in charge of the first-level outlets issued a clear "signing rate" requirement. Among them, each company has different requirements for the receipt rate-Shentong is 10: 30 in the morning, 2 pm, and11:59 in the evening; Dayun increased by 8 pm from morning till night, corresponding to 30%, 80% and 94% respectively.
This has aroused the opposition of the salesman-even if there is no clear sign-in rate requirement, the working system of the express outlet is already "797", which means that for the driver Li Jing, he always stays on the crawler conveyor of the first-class outlet at around six in the morning; Shops usually don't close until around 9 pm. On the day of the Double Eleven, the sorting and delivery work will last until the early hours of the morning. Express delivery will fill the gap between the table and the shelf, and the residents who take the express delivery are several meters away. The number of express delivery in a store will go straight to 4000.
The person in charge believes that it is not difficult to reach the signing rate. "Are you afraid of ghosts? The driver goes out at 9 o'clock every day, 10: 30 is almost over. " He said that the salesman in another area "went to tow the goods at four in the morning!" "
After more and more complaints about the signing rate, the boss stopped urging in the group. However, at the end of 2020, Wang Xiaoping, another bill collector in the same region, found that there was a fine for not signing the bill in time every day, ranging from tens to hundreds of yuan each time. In September alone, Xiao Wang was deducted 1.7 million yuan because of the quota. In half a year, he owed the company more than 60 thousand yuan.
One way to avoid prescription fines is to sign the contract in advance and complete the signing rate of the day-this is the solution chosen by Liang Fan. Almost every night after 1 1, the customer service supervisor will send a message to Liang Fan urging him to complete the signing rate for that day. If Liang Fan is busy with the express delivery of the store, the customer service of the first-level outlets will log in to the system and sign for the express delivery of all outlets first.
At this point, the user will see the message "The customer has signed for it, thanks for using XX Express".
But this method will directly lead the salesman into another fine black hole-fake receipt.
There are always some customers who will call for advice or complain that they have not received the express delivery. On the bill, Liang Fan saw that there were 58 customer service bills in September, which were numerous. The reason was that "the recipient called, and this one showed a receipt, but the customer didn't receive it" and "no one contacted me".
After a while, Liang Fan called again to inquire that all the express mails had been delivered, but he was deducted 5800 yuan-equivalent to 5800 express mails being sent out in vain.
Either the sign-in rate is not up to standard, or the sign-in is not true. Faced with massive dispatch, the salesman's choice is in a dilemma.
The dilemma of signing a contract is not the only dilemma faced by salespeople. In front of a salesman who handles more than 2000 express orders every day, any problematic express mail may eat up all the income of the day.
One morning in February, 20021year, an old man came to the post office, picked up a paper box and told Liang Fan that the box containing raw eggs was wet.
Liang Fan is keenly aware of this problem. He told the old man not to unpack the bag, then took photos with the old man's mobile phone, opened Taobao to contact customer service, and told him that the egg was bad, but the customer service who received the news said that it could be reissued-so Liang Fan successfully avoided a complaint.
"When sorting that morning, there was no water stain on this box," Liang Fan said. He is not sure when the eggs thrown in warehouses, tracks and trucks will be damaged after several days of transshipment, but as long as he finds no problems at the first-class outlets and reports them, customers complain that the pot can only be carried by him.
According to Dayun's management regulations, after receiving a complaint call, the salesman must explain the status of the express mail to the customer within 30 minutes. Is it delayed, lost or delivered normally? The first call may mean a fine of 10 yuan in 5 yuan, but once the complaint is made for the second time, the fine will surge to 100 yuan or even 500 yuan.
Almost every courier will ridicule the "problem households" in his area-their courier can't be placed in beehives and rookie stations, can't be placed at home, and can only be delivered at a convenient time.
Once these customers get through the complaint phone, they rarely leave it at that, and sometimes they are fined as high as one or two thousand yuan.
In the community where Liang Fan Post Office is located, a young resident has complained many times in the past six months. When the customer service sees her phone, she will whisper "that madman again" in the group. Of course, her express mail can only be delivered to your door after work or on weekends. Sometimes after receiving it, she will complain to the customer service about the loss of her express content. Under normal circumstances, the salesman not only needs the original price to compensate the express mail, but also pays a complaint fine of 100 yuan.
In a recent complaint, she called customer service twice in a row, which triggered a new rule. In the evening, the customer service sent a file in the group, asking for full text copying. Attached are pictures copied by other couriers in Wuhan for the salesman to do.
At 9 o'clock the next morning, the customer service admonished in a serious tone: "Can you have some music? Are you going to study in Shanghai headquarters? There are so many salesmen in Hubei that others can copy, so you don't have time to copy? There is no time during the day, can't you copy it at night? "
So, in this busy morning, a driver finished unloading the goods, and two shop assistants scanned the code of the express delivery and gave it to the housewife wearing coral pajamas and the old man dragging the car to buy food. After doing this, they will sit behind the counter and take turns copying 6425 words of the second complaint management method: delivery delay, 1. After the work order is issued, the affiliated company shall contact the complainant within 30 minutes to explain and apologize. ...
On the thin notebook, the handwriting became more and more scribbled, and finally it was almost illegible. At noon, at the end of the last issue, Li Jing signed his name, took seven pages of paper and sent them to the group.
Because of this pressure, some salesmen's skills in dealing with "problem households" have become jokes in the circle. A ZTO express station "hacked" a big complainant on the grounds that every time he bought something, he would report the loss at the first time and demand the original price compensation; Another customer who always reported the loss after signing and extorted money from the express station was alerted by SF Express. At that time, he blackmailed an Apple mobile phone worth more than 5,000 yuan and was detained for several days.
What makes people laugh and cry is that sometimes, the recipient calls just to confirm the delivery time. In a complaint in September 2020, the reason for the customer service record was, "There are only old people at home, and the rice bought online is too heavy. Please help arrange home delivery, thank you! Hard work! "
Because of this "thank you", the salesman was fined 100 yuan.
This is not uncommon in the community. "Many dads (called elderly men in the local dialect) simply don't know how to use mobile phones and express cabinets. In fact, they ask for help through complaints, but every time such a call will lead to a fine, "a salesperson told Quan Xian.
On the other hand, customers who want to defend their rights are also sharing strategies to punish couriers.
On the Zhihu, the respondent explained in detail how to complain about the courier to the headquarters of the courier company and the State Post Bureau. According to Article 25 of the Provisional Regulations on Express Delivery: "An enterprise engaged in express delivery business shall deliver the express mail to the agreed address, the addressee or the agent designated by the addressee, and inform the addressee or the agent to conduct face-to-face acceptance". Because the demand for home delivery meets the requirements, it is often supported by the State Post Bureau, and the fine will come in time.
But if delivered to your door, a salesman can handle less than 200 express orders every day, while five people in two stations contracted by Liang Fan have to digest 3,000 express orders every day.
Between the sooner the better and the massive and in-place service, what users can't see is the endless rush of couriers and the sigh when facing the ticket.
Someone asked in Zhihu: "After complaining about the courier's bad attitude, the courier called to drop the complaint, saying that the headquarters fined 500 yuan. Should I drop the lawsuit? "
"Everyone should pay for their mistakes. In this world, not everyone indulges his occasional small temper like his mother and feels his little tears afterwards. " One of the interviewees said.
Customer complaints can always be sent by express to hot search.
On 20 17, a courier was fined 200 yuan for customer complaints, and then impulsively made a long list of personal threats; In March 2020, in xinzheng city, Henan Province, two couriers knelt down to the customer and apologized for not informing the other party in time when delivering the goods; At the end of 2020, there was a hot search in the "sign-in" column of express delivery: the options such as floor mats, fire hydrants, water meters and milk boxes at the door of the house were all filled in the sign-in items.
The courier may not find this funny-when the recipient's identity is wrong, they may also be fined.
In a recent report in Suzhou Gusu Evening News, a person who did express customer service for 15 years said that in her opinion, more than half of the complaints were unreasonable demands. In reality, many headquarters of express delivery companies have indeed designed a set of "arbitration" system for fines with questionable fairness, so that salesmen have the opportunity to cancel the fines. When the customer service receives a complaint, the salesman can upload photos and videos of the delivery, screenshots of the previous conversation with the other party and other evidence to prove that he made a phone call, sent the courier upstairs and sent the original. But it hardly works.
For Liang Fan, there may be two or three express mails that need to be complained every day, but there are more than 2,000 express mails leaving the library. He doesn't have time to deal with these express mails that will cause high fines-because the price of stopping to deal with them may be more fines for delayed delivery.
For the problem households mentioned above, Li Jing learned to let her unpack the packages in person when delivering them, and take photos on video, but even so, the problems still arose. Recently, this user returned two pieces of clothes bought in Pinduoduo, and the whole unpacking process was recorded. Later, the merchant returned the courier on the grounds that the tag was removed and refused to refund.
As a result, the user refused to take two couriers to the store and initiated a complaint. Fortunately, Jing Li did not receive a high fine this time; It's a pity that they need the full amount to buy these two clothes with 130 yuan.
For the previous fines, Liang Fan was most dissatisfied with not informing him in time. If he can inform him once a day, he will know to avoid them as much as possible.
He envied another Zhongtong contractor nearby. "Every day, they will give the salesman a fine the day before. Even if a complaint is fined 100 yuan, I can try to avoid it. " Even so, Zhongtong's secondary network contractor received a fine of more than 10,000 yuan in the first month of contracting, and the monthly fine has been stable at 3,000 to 4,000 yuan since then.
In academic circles, the dispute about punishment has a long history.
1996 Gene Milbourn Jr, a professor at the business school of Baltimore university in the United States, mentioned in a short article that punishment can only bring anxiety, and those who are punished can't see the reason to behave well.
Scholars from University College London interpret this matter through cognitive psychology-that is, negative incentives will trigger a freezing reaction, the cerebral cortex will inhibit activities, and people will avoid actions.
It may not be enough to evaluate this fine only by "poor management". In the years when the amount of fines has been increasing, "three links and one reach" have been listed one after another, and the price war has been protracted. By 2020, the unit price will drop to 2.2 to 2.3 yuan, a drop of 20% to 30%, and the delivery price of the last mile of express delivery will also drop from 1 yuan to 7 cents.
The delivery fee has dropped, but the fine has been increasing. Since joining the express delivery industry, Liang Fan has never received any guidelines that can explain the fine red line in detail, and there will be no official documents and sources for every fine notice appearing in the group.
When signing the contract with Liang Fan, the contractor didn't give him any warning about the fine, but it is common sense for people engaged in the express delivery industry.
"For those old couriers, it is normal to be fined," said another salesperson at a secondary outlet not far from Liang Fan. Those old couriers always find a surprising list of fines on their payslips, such as filling in the "category" when sending a mail, filling clothes and stationery into daily necessities, or writing their family and colleagues as themselves when sending a mail, and they will face a fine of 5 to 10 yuan at every turn, and a fine of thousands after one month.
Liang Fan can't judge the whereabouts of these fines-the only thing that is certain is that he called the complainants of the faulty parts, and they didn't take much from these high compensation except for the full compensation after losing the parts.
In a report in People of the Day in 2020, the person in charge of the outlets directly said that the fines imposed by express delivery companies were "cutting leeks at grass-roots outlets". Between the withering and glory of leek, it is often unbearable pressure.
As for Liang Fan, he borrowed money from various peer-to-peer lending platforms, so he had to make a living. He always hesitated when he saw that the incoming call was a fixed phone-but he always answered it in the end. He doesn't want to answer the dunning call, but he doesn't want to miss the customer's inquiry call.
Liang Fan is very lucky. Weibo's hot search gave his story an unexpected direction.
From the end of 2002/KLOC-0 to the beginning of February, he found the relevant departments in Wuhan. On February 6th, the department issued a circular saying that relevant managers were being arranged to assist more than 10 responsible persons in Liang Fan and nearby contracting areas in accounting related expenses. If an agreement cannot be reached because of a big settlement dispute, they will also advance funds from the deposits of three courier companies and public distribution companies in the contracting area to pay the courier's salary.
His problem was solved after the government department intervened. On February 9th, he sent a Weibo saying, "I have settled the dispute through friendly negotiation with the company ... the total amount of the dispute is more than 300,000, which has been settled according to the actual amount", but did not disclose the amount finally agreed by both parties.
(In order to protect the privacy of respondents, salesmen Li Jing, Liang Fan and Wang Xiaoping are all pseudonyms. )