Overtime charges for self-service delivery lockers spark debate

A debate has been sparked across China about whether delivery companies should hit users with overtime charges if they don't pick up their package from a self-service locker timely.

Legal Daily reports that the self-service lockers used to allow unlimited storage time without charge, but many now require users to pay around 0.5 to 1 yuan a day if they don't pick up their package within six to eight hours, although the exact time varies between companies.

A user of Hive Box, a self-service locker operator co-founded by leading domestic courier companies including SF Express, STO Express, ZTO Express, and Yunda Express, accused the service of charging extra for delayed pick-ups without warning.

"When picking up packages, Hive Box used to pop up a 'reward' QR code after 24 hours of storage. But now it appears only after eight hours, and has turned from a 'seeking tips' QR code to a charging code," the user told journalists with Legal Daily, adding that he was misled by the change and hadn't realized they had paid an overtime charge.

Some users said that instead of delivering packages directly to their delivery address, couriers put packages inside a self-service locker without their permission. They complain that this is more likely to lead to disputes when parcels are damaged or lost, as they can't inspect the delivery in the presence of the delivery person.

According to a provisional regulation for express delivery services that took effect on May 1, express delivery businesses are only allowed to deliver a package to a third person with the consent of the recipient, otherwise it must go to the delivery address provided.

But couriers interviewed by xdkb.net said because couriers need to deal with hundreds of parcels a day and face cuts to their pay if they don't deliver them all, said that calling every customer before a delivery isn't practical, and that self-service lockers save them time.

Several couriers told Legal Daily that these self-service lockers also charge couriers about 0.2 to 0.5 yuan for each delivery.

The controversial overtime charges are said to be a result of continuing losses faced by self-service locker operators.

As of May, Hive Box reported operating income of 288 million yuan, and a net loss of 249 million yuan.

As well as charging users, these operators are also attempting to raise their income by hosting advertising.