Top 10 hot issues concerning consumer protection in China 2020

By Zhu Bochen: 0 Comment(s)Print E-mail China.org.cn, February 7, 2021

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9. Overtime charges for package locker

Photo taken on Nov. 28, 2018 shows a Hive Box self-service package locker in Beijing. [Photo/VCG]

Social influence index: 87.4

China's largest self-service package locker operator Hive Box announced it would start charging for parcels that remain uncollected for over 12 hours from April 30, 2020. On May 13, the CCA said there should be no separate charge within the reasonable storage period. Two days later, the State Post Bureau said that Hive Box's adjustment of the free storage period lacked adequate consultation and consideration, requiring it to put forward a reasonable solution taking seriously user needs and its own business model. Hive Box apologized for its move on the same day, and extended the period of free storage from 12 hours to 18 hours.

Consumers believe that Hive Box infringed upon their rights as it raised storage charges in a unilateral manner. They were also annoyed when some couriers put their parcels in the locker without their consent. In addition, the safety of the locker was constantly challenged. They called for government bodies to further facilitate the construction of smart parcel collectors and public service stations, making more efforts to regulate and supervise such services.