Sales exceeded10 billion. Cross-border logistics encounters "new troubles"

"Our order volume has doubled to triple, the domestic small warehouse has been upgraded to big warehouse, the German warehouse has also changed guns, and two new warehouses have been added." Mr. Gu (pseudonym), who is engaged in cross-border logistics and operates European shipping and railway transportation business, summed up his 2020.

According to the data of the Ministry of Commerce, in 2020, the import and export of cross-border e-commerce in China increased by 3 1. 1%, and the total market procurement trade exceeded 1000 billion US dollars. The trade increment created by cross-border e-commerce and market procurement alone reached nearly US$ 45 billion, which boosted the export growth rate by 1.8 percentage points and strongly supported the work of stabilizing foreign trade.

With the hot cross-border e-commerce, cross-border logistics practitioners like Mr. Gu have also been able to earn performance growth. Among them, Dai Bin, vice president and general manager of supply chain processing department of Shenzhen Diansifang Express Co., Ltd. (hereinafter referred to as "Diansifang"), recently publicly stated that Diansifang's sales in 2020 exceeded/kloc-0.00 billion yuan, and now it has more than 70 branches around the world, serving 500,000 sellers of cross-border e-commerce.

Orders have surged, and logistics and customer service are under pressure.

According to public information, the company was established in July 2004 and positioned as an integrated service provider of global cross-border e-commerce supply chain. Relevant information shows that from 2004 to 2008, traditional freight forwarding companies were the main service targets of express delivery companies, and their main channels were several Hong Kong commercial express delivery; Around 2008, Sifang entered the cross-border e-commerce industry and transformed from a traditional freight forwarding enterprise to a cross-border e-commerce logistics enterprise.

With the development and transformation of enterprises, Sifang has obtained five financing since 2008. Among them, in 20 16, Daisifang received a strategic investment of one billion dollars from Cainiao Network Technology Co., Ltd. (hereinafter referred to as "Cainiao Network"), and in 20 18, Daisifang received a new round of investment from Alibaba Group. According to Tianyancha information, up to now, Cainiao Network holds 45% of the shares of Shenzhen Sifang Information Technology Co., Ltd., which is wholly owned by Sifang.

On related platforms, several users expressed their dissatisfaction with the services provided by Sifang through the Internet. Some users have summed up his experience: "The same ticket, 4PX (distribution quartet) has done it, lost goods, logistics overtime, sent the wrong goods, overtime reply, no reply, shirking responsibility, reneging, and no complaints."

According to the user's description, on March 27th, 2020, he made an outbound order for returning goods to Hong Kong in the Los Angeles warehouse of FB4 (Order Treasure Overseas: One-stop Logistics and Warehousing Service for E-commerce Sellers) system, with 940 products. However, there were 924 packaging units provided by Sifang, and 16 goods were lost in the warehouse.

Subsequently, the freight of this batch of goods was charged according to the air transport standard, but the actual arrival time and delivery notice were June 3, and the transportation time was more than 2 months. In addition, in the process of freight forwarding, Sifang warehouse not only failed to pick up the goods on the bill of lading, but also took 10 pieces of goods from non-user companies to freight forwarding by mistake.

Because there were many problems, the user said that he had found the responsible salesman, supervisor and customer service in charge of this ticket until June 2020 1 1.

After Mr. Wu expressed his appeal for the last time, the customer service said that there would be a reply from the Commissioner, but Mr. Wu never got feedback.

For example, Xiong said: "From September to June, 2020, during the period of 65438+ 10, a large number of domestic cross-border e-commerce sellers were sent abroad with low customs declaration and suspected counterfeit goods, which were detained by local law enforcement agencies, affecting the normal delivery of the same batch of goods. At the same time, due to the epidemic, foreign sorting stations and ground transportation teams are understaffed, which also leads to delays in cargo transportation. "

It is understood that in view of this situation, Sifang built its own ground truck transportation teams in Liege, the United States, Europe and Belgium to solve the problem of insufficient local transportation capacity, and built advanced large-scale sorting equipment in Liege warehouse to enhance local sorting capacity.

In addition, Li Lei, the customer service director of Express Sifang, said frankly in his reply that "hundreds of people have to queue up for online customer service" and "official website customer service phone is difficult to get through": "Since the beginning of 2020, the logistics business volume of Express Sifang has increased rapidly, and the grounding of international flights has aggravated the shortage of air trunk resources, and parcel delays have occurred in some periods. The sudden growth rate of business has brought great challenges to the after-sales service of Express Quartet. "

Li Lei pointed out that in order to meet sudden challenges, Sifang actively coordinated aviation and terminal resources to meet customer demands. For example, temporarily allocate more than 30 people to work overtime in customer service to deal with customer problems; Online new work order system and optimized claims system to improve customer service operation efficiency; Enrich the self-service query function of merchants, and support the self-service query scenario of merchants to increase by 20%.

Lack of cabinets and price increases, many problems need to be solved urgently.

According to the data of the General Administration of Customs, in 2020, the import and export of cross-border e-commerce in China was 1.69 trillion yuan, an increase of 3 1. 1%, of which the export was1.2 trillion yuan, an increase of 40. 1%.

It is understood that the logistics methods chosen by cross-border e-commerce sellers are mainly divided into air transportation, sea transportation, railway transportation and express delivery. Among them, air transportation and express parcel transportation have the fastest speed and the highest price, which are mostly selected by sellers who transport 3C products or urgent products. However, bulk goods are usually transported by rail or sea. The former is transported by train between China and Europe, and the price is in the middle. The transportation time is generally 15 days, and the latter is the cheapest and the longest.

According to the data of China Railway Corporation, as of 2020 10/0/80, the number of trains running in China and Europe reached10/80, once again setting a new record and transporting 927,000 TEUs, up 54% year-on-year. Although the trains in China and Europe are already very busy, the "container imbalance" in maritime transportation has correspondingly caused the increase in the cost of maritime and railway transportation.

"There are many containers for exporting goods in China, but few containers for importing goods from Europe, which directly leads to unbalanced containers and rising shipping costs. In the past, a container from China to Europe cost more than 3,000 US dollars, and now the price has risen to more than 8,000 US dollars or even 1 10,000 US dollars. " In Mr. Gu's view, the rising cost of shipping broke the "ecological balance", and when the seller chose the alternative of shipping-railway transportation, it also led to the subsequent price increase of the latter. "Our company's railway transportation is charged by kilograms, and the price increase is 0.5 yuan 1 yuan."

In addition to the above modes of transportation, overseas warehouses of cross-border e-commerce also ushered in "turning over for one year" in 2020. According to the data of the Ministry of Commerce, in 2020, the number of cross-border e-commerce overseas warehouses exceeded 1.8 million, with an annual growth rate of 80%, and the area exceeded 1.2 million square meters.

In a research report in September, 2020, CITIC Securities pointed out that considering the cheap advantages of China products and the stickiness of overseas e-commerce consumption habits, and the e-commerce penetration rate of other countries has much room for improvement (obviously lagging behind China), it is expected that the prosperity of cross-border export e-commerce in China will continue to maintain a high level in the future. The rise of cross-border e-commerce will drive relevant industrial chains upward, including supporting logistics facilities and services.