Fengchao's Overtime Charging Sparks Further Backlash as Over 70 Residential Communities Resist: How to Defend Your Rights Against Arbitrary Courier Fees?

Compiled from: Titan Media, Xinhua News Client

The controversy over Hive Box's overtime charges continues to escalate.
 
At midnight on May 12, the homeowners' committee of Dongxinyuan Community in Hangzhou sent a letter via public email to Zhejiang Fengchao Technology Co., Ltd. (hereinafter referred to as Fengchao), titled "Letter Requesting Fengchao Technology to Resolve the Illegal Charging Issue Within 3 Days of Receipt."
 

 
The homeowners' committee of Dongxinyuan Residential Community stated: “We sent an email to the public email address of Zhejiang Fengchao Technology Co., Ltd., but the system showed that it was ‘rejected by the recipient's server’——not only did we not get any negotiation, but even our email was rejected. We would like to ask, through what channels can we communicate with Fengchao?”

Dongxinyuan community claims its letter to Hive Box was returned.
 
In the open letter, the homeowners' committee stated that Fengchao unilaterally charged a so-called overtime "storage fee" without the owners' consent, which resulted in homeowners in the community actually paying such fees, and that this conduct is suspected of being illegal.
 
First, sealing and storing the parcels without the owners' consent lacks a contractual basis. Second, the fees were charged without prior notice to and consent from the owners concerned, and therefore also lack a contractual basis.
 
The letter stated that, in response to Fengchao’s illegal charging practices, the homeowners’ committee had communicated with Zhejiang Fengchao Technology Co., Ltd. on multiple occasions, hoping to resolve the matter effectively so as to sustain their future cooperation. “Unfortunately, although your staff explicitly promised to provide feedback before May 11, to this day we have yet to see any sincerity on your part to resolve the issue.”
 
More than 70 residential communities boycott Hive Box parcel lockers, denying "operating at a loss"
 
This matter originated in early May with the introduction of a charging policy by Hive Box, a smart parcel locker service. Under its pricing rules, Hive Box would store packages free of charge for users within 12 hours, and impose a fee of 0.5 yuan per additional 12-hour period thereafter. Users could also join Hive Box’s “5-yuan monthly membership” plan to enjoy unlimited storage within the valid period.
 

 
As soon as the charging plan was announced, it sparked consumer dissatisfaction, with communities across the country beginning to boycott Fengchao parcel lockers.
 
On May 7, the homeowners' committee and property management company of Dongxinyuan Community in Hangzhou took the lead in deciding to suspend the use of 17 parcel lockers in the community, making it the first community in China to boycott Hive Box parcel lockers. The homeowners' committee stated that “99% of homeowners support the suspension of the parcel lockers.”
 
Public data shows that as of May 9, the number of residential communities in Shanghai boycotting Fengchao express delivery lockers over overtime charges has reached 78.

What should I do if a courier puts my package in a smart locker without my consent?
 
As early as April 25 this year, the State Council's joint prevention and control mechanism held a press conference. In response to netizens' complaints that some couriers deposit parcels into smart lockers without users' consent, Bian Zuodong, deputy director of the Market Regulation Department of the State Post Bureau, stated that the Measures for the Administration of Smart Locker Delivery Services implemented last year already clearly stipulate that for non-compliant practices such as arbitrarily depositing parcels into smart lockers without users' consent, users may file complaints or reports, and the postal administration departments will also investigate and handle such cases.

Article 22 of the Measures for the Administration of Delivery Services via Smart Parcel Lockers, which took effect on October 1, 2019, provides: "Where a smart parcel locker user enterprise uses smart parcel lockers to deliver express items, it shall obtain the consent of the recipient; if the recipient does not consent to the use of smart parcel lockers for the delivery of express items, the smart parcel locker user enterprise shall provide delivery services to the address specified in the express service contract. This does not apply where the sender designates a smart parcel locker as the delivery address at the time of consignment."
 
Encounter How can I defend my rights against arbitrary courier fees?
 
For issues of couriers overcharging or charging arbitrary fees, it is advisable to attempt negotiation first, as many disputes arise from differing perceptions between the parties. If you have evidence of the courier overcharging, you may then file a complaint.
 
2. The dedicated consumer complaint hotline for the postal industry is "12305" (provincial capital area code - 12305). Consumers may file complaints by telephone or by visiting the websites of the State Post Bureau and the postal administrations of provinces, autonomous regions, and municipalities directly under the Central Government. Complaints may also be submitted via WeChat, letter, or fax.
 
3. The methods for consumers to file complaints with the municipal (prefectural) postal administration shall be determined by the postal administration of each province, autonomous region, or municipality directly under the Central Government based on actual circumstances.
 
Of course, in real life, there are also situations where consumers file malicious complaints against couriers. Therefore, it is agreed that when a courier has evidence, they may also file an appeal with the local postal administration.