2021 food and beverage takeaway has not been overwhelmed, who is paying for the hard-to-prevent "meal loss"

In 2021, the catering takeaway is not over.

Thanks to the big data technology support of leading food delivery platforms such as Ele.

me and Meituan Waimai, as well as the barbaric growth of the "home economy" in the post-epidemic era, the food delivery industry that has experienced decades of development has successfully "evolved" in the new era.
, Has become the hottest new scene of catering consumption in the Internet era, and the huge market growth potential has attracted the coveting of many e-commerce companies.

However, as the penetration of food delivery in first- and second-tier cities has gradually become saturated, food delivery has gradually become a part of the lifestyle of urbanites, and related problems have become increasingly prominent.
Among them, the problem of meal damage is particularly noticeable because of its high frequency and many factors, which can easily arouse conflicts among users, riders, and merchants.

“It’s sometimes just an overturned meal that makes the takeaway rider crash.

” Meal damage-related reports are common on social media, affecting the heartstrings of riders and users.

How does the meal loss happen, who will cause the loss, and how can we avoid the problem of meal loss.

.
.

"Meal loss", a word that drives the rider crazy

"Meal loss", a word that drives the rider crazy

Meal damage, in simple terms, refers to various situations where the meal cannot be delivered to the user on time without damage.

For this term, takeaway rider Wang Lei was very impressed.

As an Ele.

me crowdsourcing rider, Wang Lei has been in the food delivery industry for nearly six years.
In his long takeaway career, the problem of meal damage has been accompanied by a shadow, even on the route that has been traveled for several years, it will happen from time to time.

Just last Wednesday, Wang Lei took an order with minced meat and eggplant rice bowl and seaweed egg drop soup.

Wang Lei was already familiar with the route from the merchant to the residential area where the guests lived, and within half an hour, he rode to the destination.

However, when Wang Lei opened the takeaway box, he couldn't help being dumbfounded: the soup in the catering was overturned, the bag was slumped softly, and the heat was rushing over his face.

“The merchant did not pack the soup very tightly when it was packed.

There was a slight bump on the road and a bag of soup was sprinkled.
” Wang Lei analyzed the reason for the spilled soup, sighed depressed, and then returned to the merchant helplessly to take it again.
A single.

Fortunately, there was plenty of time.

Wang Lei finally delivered the takeaway to the customers on time.
However, afterwards, the merchant insisted that the leakage of the meal was not caused by the lax packaging and asked Wang Lei to compensate for the loss of the meal.

In the end, Wang Lei had no choice but to pay for the takeaway.

Opening the takeaway bag, Wang Lei felt a little at a loss for the lunch box with the lid soaked in soup.

Angrily, he threw the takeaway into the trash can and continued to run orders with a sense of resentment and hunger.

"Although it is not the first time I have encountered this kind of thing, I still feel very annoyed.
" Wang Lei said with a wry smile.

There are too many uncontrollable unexpected factors in the delivery process, and meal loss is an unavoidable problem.

When mentioning the most meal loss problems he encountered, Wang Lei summarized them into the following three categories: “One is the lack of tableware or meals caused by the lack of packaging, such as office, school, etc.
Places can only place meals at designated locations and cannot deliver them in, resulting in sometimes mishandling and theft; third, wrong delivery or overtime.
"

In addition to the above three points, food damage caused by delayed delivery and foreign objects (mostly hair) found in the takeaway are also common meal damage problems.

Dada crowdsourcing rider Hou Lin told Zinc Scale that the cold in take-out is usually caused by the prohibition of take-out in the premises, and the take-out can only be placed in designated locations that lack insulation measures, and the foreign objects mixed in the take-out are mostly due to the sanitary protection of the merchant.
Not in place, "Most of the time, users can understand the problem of cold food, but if they want to complain, the delivery staff has to admit it.
However, the situation that the food is mixed with foreign objects is usually not the responsibility of the delivery staff.
You can go Ask the merchant for compensation.
"

However, Hou Lin also said that sometimes, in order to save time, riders will choose to put the leaked meals back into the packaging, and foreign objects may be mixed in during the contact with the meals.

When Zinc Scale asked whether the takeaway rider's contact with the meal without the user’s informed consent was in compliance, Hou Lin said with some embarrassment: “This kind of behavior is not good, but sometimes the takeaway rider will do it if it’s convenient— -This still depends on the individual's moral level.
"

Zinc Scale understands that in order to protect the rights and interests of diners, my country has issued relevant laws and regulations for takeaways and food safety.

According to Article 14 of the "Measures for the Supervision and Administration of Food Safety in Online Catering Services" (hereinafter referred to as the "Measures"), food delivery personnel shall maintain personal hygiene and check the delivery of food to ensure that the food is not contaminated during the delivery process.
If the food delivery personnel fail to perform the above-mentioned obligations, the local food and drug supervision and administration department at or above the county level shall order corrections and give warnings according to their respective responsibilities; if they refuse to make corrections, they shall be ordered to suspend production and business, and be fined between RMB 10,000 and RMB 50,000; If the circumstances are serious, the license shall be revoked.

Since the "Measures" came into effect in 2018, the situation of food delivery workers contacting and contaminating meals has been improved.
However, the issue of compensation for meal damage still causes headaches for the majority of delivery workers.

After the meal is lost, who will pay the bill?

After the meal is lost, who will pay the bill?

Hou Lin told Zinc Scale that the rider will pay a part of the deposit to the platform.
When the rider encounters a meal damage problem, the platform will deduct money from it and pay the user as soon as possible.

"According to the rider's order situation, the platform will have a deposit requirement.
Generally, the basic deposit is 100 yuan; if the rider takes some takeaways such as cakes and flowers, the deposit will probably be 300 yuan; if the rider takes some electronic products For delivery, not only a deposit of about 500 yuan must be paid, but also relevant training is required.
" Hou Lin explained.

In addition, Hou Lin also said that many platforms have strict requirements on deposits.
If the deposits paid by the riders to the platforms cannot reach the prescribed amount, the riders will not be able to receive the order.

And this is because the platform needs to use the security deposit paid by the rider to pay for the meal damage costs, such as the delivery fee of the order, the catering fee of the order, and the fine for the failure of normal delivery.
According to Hou Lin, the rider can appeal to the platform to return the deducted deposit according to the actual situation after encountering a meal loss incident.
However, the probability of passing the appeal is not high.
Only one or two out of ten times may be able to get the money.
come back.

However, Hou Lin is more worried about being deducted "service points" than the fine for not returning: "In addition to the various fines mentioned just now, the rider will also deduct 10 points for basic service, and once the service points are low At 60 points, the rider can no longer take orders, and can only resume normal orders after training to restore the service points to 80 points or more, which greatly delays work.
"

According to Hou Lin, the training content provided by the platform involves aspects such as service attitude and civilized language during delivery.
When he thinks that he is an adult in his thirties and needs to sit in the classroom to learn etiquette, Hou Lin only feels one thing.
An unspeakable embarrassment.

"So old riders generally choose to directly negotiate with users after they encounter meal damage problems.
Not only do they lose less money than the platform deducts, but they also won't be deducted service points, which is obviously much more convenient.
" Hou Lin concluded.

Like Hou Lin, Wang Lei always has lingering fears when he talks about the handling of meal damages.
"It is a troublesome matter.
If it is not handled properly and reported by users, it will not only be deducted, but if it is serious, it will also be blocked.
"

Wang Lei said that in order to avoid user complaints, most riders often choose to negotiate privately with customers after encountering meal damage.
The negotiated settlement process is basically that the takeaway first apologizes to the user, and then goes to the merchant to get a new copy for the user, or pays the meal fee to the user, and the other party will place another order.

"Usually users are more reasonable, as long as you have a better attitude, they can understand and will not complain to you.
" Wang Lei further stated.

But if you encounter a situation where you have not negotiated with the user, you can only solve it through the platform.
But in Wang Lei's words, choosing to use the platform is really "not cost-effective".

Different platforms have different methods of handling compensation for meal damages.
Taking the Ele.
me platform as an example, the way to solve the meal loss is to waive the order for the user, and then decide the penalty for the seller according to the situation.
"The user only needs to complain, whether it is true or not, it is directly a ticket, and no appeal.
The ticket is generally It will deduct from ten to fifty yuan, and the special rider will deduct more, from one hundred to five hundred, and it will be different according to different rules of the delivery site.
But in short, it is not as good as you directly pay the original price of the meal.
Losing money is cheaper to users.
" Wang Lei explained.

Zinc Scale then asked Ele.
me staff member Xiao Wang about the meal loss compensation situation on the platform.
The other party said that most of the current meal losses are caused by the platform.
"The platform helped to bear most of the crowdsourced riders’ meal losses.
Riders sent exclusively to them are generally not directly punished, but the agents are deducted and fined accordingly.
"

At the same time, Xiao Wang also stated that the platform does not encourage riders to negotiate with users privately to solve the problem of meal damage.
Because this kind of private negotiation is equivalent to bypassing the platform's assessment of the rider's delivery service quality.
The rider transfers the money to the user, and then still follows the normal statement, and the rider's data is completely unaffected.

Ele.
me claim process

And Zhao Wen, a staff member of Meituan Waimai, another major food delivery platform, also told Zinc Scale that although riders complained about the penalties of the platform, in fact, the platform generally responds to users’ complaints about refunds and loss of meals.
The rider's fine is almost the original price of the single meal.

"The reason why riders feel high is that riders will generally be blacked out, and the loss will definitely be great if they run less for two days.
" Zhao Wen said.

According to Zhao Wen, when riders are complained by users, the platform will reduce the weight of their orders according to the situation.
If the riders are complained too many times or have a bad influence, the platform will block them, and the time is normal.
In one or several days, if the situation is serious, it will be permanently blacked out.

Once the rider is permanently blacked out by the platform, he basically cannot be released.
However, there are still two methods for the rider to try.
One is to contact the customer service to pass the appeal; the other is to help the city manager guarantee the appeal.
"If you guarantee, if something goes wrong, the city manager is jointly and severally liable.
So they don't dare to easily guarantee the blacked rider.
" Zhao Wen said.

Solving the problem of meal damage is still on the way

Solving the problem of meal damage is still on the way

According to the data in the "2020 Food Delivery Industry Report" jointly issued by Meituan Waimai, China Hotel Association and iResearch Group, the scale of China's catering market reached 4.
6 trillion in 2019, of which the scale of the food delivery industry was 653.
57 billion, a year-on-year increase of 39.
3%.
The penetration rate of the catering industry has reached 14%, and takeaway has become an important part of modern people’s catering life.

In the face of the thriving food delivery industry, how to overcome meal losses and further improve the service quality of the food delivery industry deserves market attention.

However, in Wang Bo's view, only the merchants who are in charge of catering are currently thinking about how to solve this problem.

Wang Bo runs a small restaurant and has been in Meituan since 2016.
In the past four years, he has suffered a lot of takeaway meals.
As for compensation for meal damages, he has always felt unsatisfied, thinking that the platform is not doing anything: "It is generally difficult to say who is responsible for this situation.
But when a meal is damaged, it is either we lose money or the delivery staff.
Losing money, I always feel that the platform is like a "hands-off shopkeeper".
Anyway, it's not that he loses money, so he doesn't care much about it.
In the end, only our merchants and delivery staff come to think of a solution.
"

，：，，，；，；，……

“，，。”。

，，，，，，“，。，。”

，。

、，。，，，。，“”。

“，，、。”。

，pp，，。

，，。

20182，、“”，。，，，，，，、，，。

2020，“”、、、，，，，、。

，，，，、、，“”，。

：

：，！

xianjichina.
com">，