Feng Zhang (pseudonym), the owner of Taobao, suffered four consecutive refunds on the grounds of "food deterioration" after a courier was sent to pay for the damage of a single courier, which affected the reputation of the store. After inquiring about the investigation, he found that the mobile phone number of one of the recipients in the refunded order turned out to be the ZTO Express employee who had paid before, and he suspected that he had been maliciously retaliated by the courier.
One of the return orders in Feng Zhang, the recipient number was investigated as ZTO Express clerk. The pictures in this article are all provided by the respondents.
"The outlet said that this person has left, but called the courier, and he also claimed to be a member of ZTO Express." Feng Zhang told The Paper that he called to confirm that the "buyer" was the ZTO Express clerk, and complained to ZTO Express many times, but the outlets refused to handle it on the grounds of "the courier left".
In this regard, on August 2, the above outlets — — A staff member of Pingzhou Branch in Nanhai, Foshan City, ZTO Express, said that the content of Feng Zhang’s complaint was unclear, and it was not clear whether the courier had left his post. It was necessary to verify and inquire about the specific situation before replying.
Taobao store is suspected of being maliciously retaliated by courier.
Feng Zhang runs a seafood shop on Taobao, which is packaged from Jiangbei District of Ningbo and sent to all parts of the country. On July 1st, when a customer placed an order, Feng Zhang immediately sent a box of yellow croaker seafood products to Nanhai District, Foshan City, Guangdong Province through ZTO Express.
On July 3rd, after the customer received the courier, he found that the outer packaging of seafood wrapped in layers had been seriously damaged, and the food inside had deteriorated due to damage and pollution, so it could no longer be eaten. On the same day, Feng Zhang applied to Foshan Nanhai Pingzhou Branch for compensation for the damage of express delivery. "At that time, after seeing the picture, the person in charge of this outlet admitted that it was the responsibility of the outlet and was willing to pay." Feng Zhang said that the courier added the customer’s WeChat on the afternoon of the 3rd and paid 39.7 yuan for the goods.
Coincidentally, shortly after the payment, the online shop in Feng Zhang received four orders. The goods placed were the same as the damaged products, and the receiving addresses were all in the delivery area of Pingzhou outlets in Nanhai. After receiving the order, Feng Zhang didn’t think much. He normally thickened the product and sent it through ZTO Express. "Because we have a cooperative relationship with ZTO Express, we have been cooperating for one year, and all of them are sent through Zhongtong."
On July 5, the courier arrived at Xiaxi New Village, Nanhai District, Foshan City, Guangdong Province. However, from July 5 to July 7, Feng Zhang received news that three orders were rejected one after another, and the reason for the rejection was that things had deteriorated. Therefore, Feng Zhang could only agree to refund, and the remaining order was put into the HIVE BOX express cabinet. On July 8, the courier that was put into HIVE BOX was also applied for a refund, and the buyer said that the food had gone bad because it was not signed in time.
In desperation, Feng Zhang had to agree to the refund application. "The prices of these four orders are not many, but the type of refund they applied for has a certain impact on the reputation of our store." Feng Zhang said that one of the reasons why customers apply for a refund is "corruption, deterioration, flatulence in packaging, etc." and the other is "the production date/shelf life is inconsistent with the description of the product", both of which will affect the store’s rating, and the store with a lower rating will not be able to participate in the platform’s activities such as 618 and Double Eleven in the future.
Feng Zhang told The Paper that during his one-year operation of this Taobao store, there were very few refund orders, and four orders were refunded at one time, which made him somewhat confused and "suspected that he had been retaliated". On the same day, he consulted the customer who had received compensation for the damage of the express delivery before, and the customer provided his chat record with the courier of Pingzhou outlet in Nanhai and the other party’s micro-signal. Feng Zhang found that the mobile phone number of one of the four orders was searched by WeChat, which was the WeChat account of the courier who had paid the money before.
ZTO Express: The situation is being verified.
On July 9, Feng Zhang complained to ZTO Express Company’s Nanhai Pingzhou branch on the grounds of malicious retaliation by the courier. The staff of the outlet said that the complained courier was dismissed after paying the courier on July 3, because he was not familiar with the courier business.
However, Feng Zhang told The Paper that when he called the courier that day, the other party still claimed to be a courier at Pingzhou outlet in Nanhai, ZTO Express, but he was unclear about the malicious order.
On the same day, Feng Zhang complained again and received a short message reply from Pingzhou outlet in Nanhai, ZTO Express. The reply said, "The salesman has left his job and is not an employee of our company. Our company has no right to force him to do anything. In this case, if you need to blame someone, I suggest you take legal procedures … … Your store is open, and we have no authority to control anyone to place an order … …”
ZTO Express’s response to Feng Zhang’s complaint
In view of the above situation, on August 2nd, a staff member of Pingzhou Branch in Nanhai, ZTO Express responded to The Paper, saying that the content of Feng Zhang’s complaint was not clear, and it was not clear whether the courier had left his post. It was necessary to verify and inquire about the specific situation according to the order number before replying, and at the same time, it would give a reply to the shipper Feng Zhang. However, as of press time, no response has been received.
On August 3rd, the reporter from The Paper contacted the recipient’s phone number on the previous return order. The other party claimed to be the courier of Zhongtong Nanhai Pingzhou outlet, but when asked about the refund of four seafood orders, he said that it had nothing to do with him, not himself. "This mobile phone number was used by another courier at our outlet before, and he also placed the order. Later, he left his job and gave me the mobile phone number." The courier told The Paper that the original owner of this mobile phone number had been dismissed by the outlet in early July. It is not clear whether there was any malicious retaliation against the seller, and I don’t quite understand the reason for the courier’s dismissal.
