No. 1th Store has its own logistics management Chaos Net purchase goods "received goods"

Absrtact: Recently, Beijing consumer Chen to the bright net, he was in the online supermarket store 1th after the purchase of goods, but the goods have been delayed, but logistics information shows that the goods have been in the next day after the order has been delivered. Mr. Chen repeatedly calls the No. 1th store for No

Recently, Beijing consumer Chen to the bright net, he was in the online supermarket store 1th after the purchase of goods, but the goods are not received, but logistics information shows that the goods have been in the next day after the order has been delivered. Mr. Chen repeatedly call the number 1th Shop customer service No fruit, helpless to the net for help.

Event：

NET buys the goods of No. 1th Shop "receive goods"

Keen on the Internet to buy a few days ago, Mr. Chen in shop 1th to buy some of the 1th stores of proprietary goods and stores and online payment, the goods purchased in the store the second day will be received, but 1th shop proprietary product package has been delayed received. Mr. Chen inquires the logistics and distribution information of a store shows that express delivery is by 1th store express delivery, and shop 1th shows that the parcel has been delivered. However, from the list to date, Mr. Chen did not receive any logistics information from store No. 1th. No distribution personnel contact Mr. Chen. And Mr. Chen also purchased 1th stores (third party shipments) goods, although received goods, but shop 1th order information is still showing the outstanding goods, which let Mr. Chen some wonder. Mr. Chen thought it was No. 1th store logistics information return lag caused by the distribution information error, but after waiting for a day, Mr. Chen still did not receive the 1th store Express package, the same, Mr. Chen has received the package information is still displayed in the "Shipped" status.

In desperation, Mr. Chen dialed the number 1th shop customer service telephone. Customer service staff said they would reply to Mr. Chen as soon as possible. However, Mr. Chen waited a day but never received a response from shop No. 1th. Mr. Chen then called again at Shop 1th for customer service on the second day. Customer service staff responded that the phone will respond to Mr. Chen on the same day. But Mr. Chen's hope once again frustrated, complaints once again to the dead; in this way for three days, Mr. Chen will call a few times a day, 1th shop customer service phone call to find out why their package did not receive the goods has been shown as "served", but the attitude of shop 1th is perfunctory, not only has not been active contact and reply to Mr. Chen, nor solve the problem.

Response：

No. 1th Store self courier delivery of the wrong package

In the light network reporter to the identity of consumers to call the number 1th Shop customer service telephone description, shop 1th customer service staff said they will help to deal with as soon as possible, but in view of the previous Mr. Chen repeatedly with the 1th store customer service communication each other said will be processed as soon as possible after the following, so the reporter had to tell customer service on the package has complained for 2 days, And asked the number 1th shop to deal with quickly. Since then, shop 1th customer service staff said they would contact reporters on the same day.

4 o'clock in the afternoon on the same day, 1th stores responded that the sender sent the wrong address, I hope consumers can go to the address to find parcels, the reporter refused, and asked 1th to bear the corresponding responsibility; Finally, around 6 o'clock in the afternoon, Mr. Chen finally received his late package.

Mr. Chen said that the shopping experience in Shop No. 1th was very bad, and shop 1th had the suspicion of bullying the guests, and ignored their complaints. Mr. Chen said that with this unpleasant experience, he will not be in Shop No. 1th.

Investigation：

No. 1th Store proprietary logistics distribution information missing hidden dangers

Reporter investigation found that at present, 1th stores use the logistics distribution and third-party logistics distribution in a way to purchase goods distribution services, the third party logistics distribution, consumers in the "My Order" to select "Tracking package" to query the details of logistics distribution and order flow information. However, if the 1th shop proprietary products using the 1th store own logistics and distribution, only in the package tracking column to show the order of the next single time, payment time, package out of the library time and package delivery time, although the order shows there is a distribution number, but there is no detailed information flow of this number and can not self-service inquiries logistics information.

The reporter found that many consumers because of the problem of receiving goods online "How to inquire 1th shop own Express", and micro-Bo also has a lot of netizens complained about the 1th store's own logistics slow delivery, to the lack of goods or breakage, delivery personnel, such as poor attitude. A few days ago, more media exposure 1th shop Express box impressively appear many orders, so that consumers worry about their personal information was leaked.

In addition, shop 1th Express for Mr. Chen send package but did not contact Mr. Chen, also did not let Mr. Chen signature confirmation, on the parcel delivery to sign, such practice is extremely irregular, also easy to cause disputes.

Experts：

Don't let the electric business self-logistics "advantage" become "cumbersome"

The reporter consults the industry related personage, the personage said, the 1th shop's self-logistics detailed distribution situation only then shows, the consumer cannot see, thus, once the distribution dispute, the consumer is apt to be in the passive and inferior position, and in the safeguard process is difficult to collect the related evidence, helps own rights. In addition, a store express not in the customer's signature confirmed the case on the delivery of express, once there is a problem, store 1th must bear all the responsibility and consumer compensation.

It is understood that more and more large electric dealers began to focus on the layout of their own logistics distribution system to solve the net purchase "last kilometer" problem, Beijing-east, Alibaba and so on have a self-built logistics system, and the power of self-built logistics system its essence is to better serve consumers to enhance consumer shopping experience, increase user viscosity. However, some of the electrical logistics system has a different degree of defects and problems, leading to consumers not only not to enjoy good service, but on the above to eat a dark loss but no door complaints.

Experts suggest that the electrical business of proprietary logistics to mature express delivery enterprises to learn, improve their systems, improve service quality, the distribution of all aspects of the implementation of the scan monitoring, and to consumers, so as to provide consumers with better services. At the same time, the high quality of self-logistics will become an electric power to attract consumers a major advantage, management of the chaos of proprietary logistics not only can not win the trust of consumers, but may become the electric business enterprises "cumbersome." The development characteristics of modern electric business enterprises include large scale, many quantity and uneven service. Amazon, Beijing-east, Alibaba, Suning and other large-scale integrated electric business enterprises increasingly fierce competition, and like the music bee nets, Poly-Mei excellent products such as the vertical electric dealer in their own fields of intensive cultivation; If No. 1th Shop can not set its own positioning, highlighting its own advantages for consumers to bring a good user experience, consumers will vote with their feet, And the electric business enterprise will end up only "suicidal" result.