Express service has become an indispensable element of urban life, express service quality affects the quality of life of residents, when there is a problem, how should we deal with and claim for compensation?

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Express logistics Office of Shanghai Consumer Protection Commission

I will talk with you about the regulations related to express compensation

In case of delay, loss, damage or lack of contents as stipulated in Article 27 of the Interim Regulations on Express Delivery, the liability for the insured express delivery shall be determined in accordance with the insurance rules agreed upon by the express delivery enterprise and the sender; For uninsured express articles, the liability for compensation shall be determined in accordance with the relevant provisions of civil law.

That is to say, in the process of Posting and delivery, the express delivery service organization should compensate for the delay, loss, damage, and inconsistency of the Courier. Where there is an agreement between the express service organization and the user, the agreement should be made. If there is no special agreement, the relevant provisions in the National Standards for Express Service for different situations can be referred to.

How to compensate for the delay

The compensation for the delay shall be waived the service fee (excluding insurance and other additional charges). If the immediate value of the package is lost due to delay, compensation shall be made according to the loss or damage of the package.

How to compensate for lost items

If the express is lost, the service fee shall be waived (excluding insurance and other additional charges). The express service organization shall indemnify the insured express goods according to the insured amount. Compensation shall be made according to the Postal Law, the Contract Law and other relevant laws for the uninsured express; If other losses are caused to the user, compensation shall be made in accordance with relevant civil laws and regulations.

How to compensate for damage to express goods

Complete damage refers to complete loss of value of the express, which shall be carried out in accordance with the provisions on loss of express; Partial damage refers to the partial loss of the value of the express. Compensation shall be made according to the proportion of the lost value of the express to the total value, in accordance with the same proportion of the compensation amount for the loss of the express.

How to compensate for inconsistencies

If the name of the inner part does not match the name filled in by the sender, compensation shall be made according to complete damage; Internal parts with the same name, quantity and weight discrepancy, according to partial damage compensation.

According to the above different circumstances, when there is a problem with the express delivery, the sender can file a claim to the express service organization according to the compensation regulations.

The express service organization shall provide the claim declaration form to the sender, and the sender shall submit it to the express service organization as soon as possible after completing it.

The express service organization shall reply to the sender within 24 hours after receiving the claim form from the sender and inform the sender of the time limit for processing the claim. The information provided must be true, valid and should not be misleading.

Time limit for claims

The National Standard for Express Delivery Service stipulates that the time limit for claim processing is: 30 calendar days for same-city and cross-country express mail; 30 calendar days for Hong Kong, Macao and Taiwan express; International express for 60 calendar days. Unless the express service organization has a special agreement with the sender, the claim processing limitation shall not exceed the above time limit. In addition, after reaching an agreement with the sender on the compensation, the Courier service organization shall pay the compensation to the sender or the shipper's designated beneficiary within 7 working days, unless otherwise agreed.

How to protect rights after a dispute

In practice, it is the most direct and effective way to deal with the issue of compensation, compensation amount or compensation payment by the shipper and the Courier service organization. Of course, the two parties cannot reach an agreement by themselves, so the sender can choose to complain, appeal, arbitration, litigation and other methods according to the relevant regulations, but if you choose arbitration, it is recommended to reach an arbitration agreement with the Courier service organization before sending the package.