Hang up the phone, that is, acquiesce in the delivery of the courier to the temporary storage point. The recipients generally expressed dissatisfaction. Yunda Express said that it had made improvement

□ Chutian Metropolis Daily News reporter Cao Lei

When you receive the customer service call delivered by this courier company, you must pay attention to it clearly. If you hang up directly, the courier may think that you will drop the parcel at the temporary storage point by default and don’t have to deliver it to your door. Recently, the discussion on online platform about Yunda Express misleading consumers to "voluntarily give up home delivery" through 95126 artificial intelligence customer service phone number is very heated.

On June 15th, Jimu News called Yunda customer service and got a reply. This kind of manual telephone exists, but the probability is very small. It has also received relevant feedback before, and will report back to the relevant departments the problems that may bring inconvenience to consumers. The relevant person in charge of Yunda Express also replied to the media on this matter. After verification, the technical department has been asked to make improvements.

There is indeed a "hanging up means agreeing to vote for the temporary storage point"

According to the situation when Mr. Li received the parcel delivered by Yunda Express, he received an artificial intelligence customer service call with the number "95126" at work and then hung up directly. He said: "I heard the voice of a robot on the phone at that time. Because there was a meeting, I didn’t listen carefully and hung up the phone directly."

On Mr. Li’s courier applet, the act of hanging up the phone was marked as "the consumer confirmed that the courier was placed at the temporary storage point".

For what Mr. Li thought was "induced to voluntarily give up home delivery", Jimu journalist dialed "95126" on June 15, and the voice prompt was "No number". Later, the reporter called the customer service hotline 95546 of Yunda Express. The customer service staff said that there was indeed a case where the smart phone called the recipient and "hung up and agreed to vote for the temporary storage point".

Get the consent of the consumer before delivery.

Is it feasible to ask consumers for advice on delivery methods through artificial intelligence voice phone? Is it reasonable for Yunda Express to set the "option" of "hanging up and agreeing to vote for the temporary storage point" through artificial intelligence phone?

The reporter learned that according to China’s postal law, the provisional regulations on express delivery, the draft of the administrative measures for express delivery market (revised draft) and other documents, it is clearly stipulated that express delivery enterprises shall not deliver express mail to express terminal service facilities such as intelligent express boxes and express service stations without authorization. This also means that courier companies and couriers can only put the express mail at the terminal temporary storage point with the consent and confirmation of consumers.

At the same time, according to the relevant regulations, if the recipient does not agree to use the smart express box and other temporary storage points to deliver the express mail, the enterprise using the smart express box shall provide the delivery service according to the name and address agreed in the express service contract, unless the sender specifies the smart express box as the delivery address when delivering the goods.

In addition, according to the national standard of Express Service, the express service organization should provide free delivery of express mail at least twice according to the address of the waybill.

Yunda said that the settings have been improved.

For Yunda Express’s practice of setting "hang up and agree to vote for the temporary storage point" through artificial intelligence voice, the reporter also interviewed a number of consumers randomly, and all of them thought it was "inappropriate".

Ms. Li, who often buys online and receives express parcels, believes that the recipient has the right to choose whether to put the express parcels at the temporary storage point or to send them to the door by the courier: "In real life, everyone has become more and more tolerant of the courier putting the parcels at the temporary storage point, but at least the consent of the recipient is required."

Mr. Guo, a citizen, said that the setting of "hanging up means agreeing to vote for the temporary storage point" is a "routine".

For the controversial situation here, the relevant person in charge of Yunda Express asked the technical department to make improvements after verification. In the new telephone dispatch notice, Yunda will listen to the consumer’s requirements and deliver the goods according to the order of "Please press 1 for home delivery, press 2 for delivery at the collection point and press 3 for delivery in the express cabinet".

Intelligent communication telephone has gradually become a standard for express customer service.

The reporter learned that in the express delivery industry, Yunda Express is not the only company that uses artificial intelligence voice calls to complete "communication" with recipients. This way of contacting the recipient for delivery selection through unified smart phone has gradually become the standard of express customer service.

At SF Express, the courier will take the initiative to contact the recipient by phone to confirm the delivery method of the package, and give priority to asking if it can be received face to face. If it is confirmed that the recipient can’t pick it up face to face, then ask for advice on whether it can be delivered to the parcel temporary storage point.

Jingdong Logistics will confirm the delivery method and delivery place with the pickup through the 950616 customer service phone number, or the courier’s own phone number, and the relevant phone number will also deliver the express mail according to the requirements of consumers.

ZTO Express contacted the recipient through a unified customer service hotline, and the staff confirmed the delivery method and time through manual direct communication.

However, there are also couriers of express delivery companies who directly send text messages to inform the recipients that the parcels have been placed in the parcel temporary storage points such as express delivery stations or express cabinets in the community.

■ Tips

You can complain if you can’t receive the express mail.

The peak of 618 express delivery is coming. Hubei postal department reminds citizens that when sending and receiving express parcels, it is best to pay attention to the logistics status of their express parcels in time. If the express parcels are not received or lost in the middle, they can complain to the postal and express delivery enterprises. If they do not get a reply within 7 days after the complaint, or if they are dissatisfied with the handling and reply of the relevant enterprises, the complaint channels are not smooth and no one accepts them, they can call 027-12305 to complain to the Hubei Postal Consumer Complaint Center.