Many shippers confided that any day they meet a sympathetic customer is a happy day, but if they receive a 1 or 2 star rating on the app after delivering the goods, it's like losing a day's pay.
Mr. Tran Binh Dinh is sorting goods to deliver to customers - PHOTO: TRUC QUYEN
At the end of the year, the number of orders skyrocketed, traffic jams put a lot of pressure on many shippers. If the delivery is late, customers complain, or give low-star reviews, the shipper can be reprimanded or fined depending on the level and regulations of each company.
Received the goods but called many times but no one answered
Although she has only been a shipper for nearly a year, Ms. Tran Thi Thu (38 years old, Thu Duc City, Ho Chi Minh City) has experienced the sweetness and bitterness of this job.
She confided that if she goes to work and meets someone easy-going, sympathetic, and sharing, that day is a happy day. If she meets a difficult customer, she has to try to be gentle, because if they give her a 1-star or 2-star rating, she will be reprimanded or have her salary deducted.
"If a customer gives a 3-star rating on the app with this or that reason, the company will call me to explain and consider whose fault it is. The important thing is my attitude at work. Sometimes when I'm good but the customer does it on purpose, it will be different. But in general, as long as the customer has a complaint, I've already suffered a loss," Ms. Thu confided.
Mr. Tran Binh Dinh (42 years old, working at a freight forwarding company) specializing in delivering goods in Thuan An City (Binh Duong) is still "resentful" because he unfortunately encountered a "mischievous" customer who gave him 1 star last month.
Mr. Dinh said that day he was in charge of delivering an order of cakes worth more than 150 thousand VND by collecting cash from the customer.
As usual, when the delivery arrived, he called the recipient, but she said she was not home and asked him to temporarily leave the goods at the grocery store next door.
However, after sending the goods and confirming on the app system that the delivery was successful, Mr. Dinh called the customer to remind them to pay for the goods, but she did not transfer the money.
"The goods have been delivered on that day, either the shipper has to bring the goods back to the warehouse or the money has to be brought back to the warehouse. Once the goods are delivered, the money has to be paid to the company. So I have to pay out of my own pocket for the goods," Mr. Dinh was upset.
The next day, Mr. Dinh called the customer again but the customer still did not answer. Mr. Dinh had to go back to the grocery store where he had sent the goods to get them back. He told the customer that he was holding the goods and that he could call him when he wanted to receive them, but he still did not hear back from the customer.
He shook his head and continued: "It wasn't until two days later that I called the customer who answered the phone. She said the shipper had taken the goods back so she didn't take them anymore and blocked my number. I had already paid the company for the goods, so the shippers only opened the box of cakes to eat, so it wouldn't be a waste..."
He thought the matter was over, but the next day, Mr. Dinh unexpectedly received a 1-star review from this customer with a complaint that "the customer has not received the goods yet".
At the end of the year, there are a lot of orders, shippers have to "race" against time to complete orders on time - PHOTO: TRUC QUYEN
"I also explained to the company, presented the text messages exchanged with the customer, however, I did not record the calls so in the end I was fined an additional 300,000 VND. I lost a day's work, it was considered an occupational accident," Mr. Dinh laughed tearfully.
Please be understanding before giving 1 star rating.
Believing that every job has its own pressures, Ms. Thuy Truc (25 years old, Binh Thanh) always tells herself to sympathize with the shippers because they have to deliver many orders every day and the roads are crowded.
While the salary for each order is not much. Especially when delivering to places like apartments, buildings or winding alleys, you have to search for the address and wait a long time.
"Recently, I placed an order and saw on the app and email that the delivery was successful even though I hadn't received the item yet. But maybe because the shipper arrived and I wasn't home, I clicked on successful delivery.
I didn't rush to complain or contact him because I thought the shipper would probably deliver it tomorrow. And the next morning, the shipper did come early and explained, then I gave him a 5-star rating as encouragement," said Ms. Truc.
She also advises everyone that no matter what, they should not rush to give low stars because it will affect the shipper a lot. They always try their best during the delivery process, but just because 1-2 orders are slow or have problems, they should not give a rating.
Sharing the same opinion, Ms. Thuy Vy (22 years old, Tan Phu district) said: "Many days when I ride a motorbike, I hear shippers confide that the time to complete an order is now double compared to before, many people run all morning until noon to quickly eat a lunch box."
According to Ms. Vy, many shippers are older, so sometimes information is not as quick as young people. Not to mention that at the end of the year, many people travel, the roads are jammed, they have tried their best, so buyers should sympathize with each other before saying harsh words, blaming...
Source: https://tuoitre.vn/nghe-shipper-ap-luc-tren-tung-ngoi-sao-2025012314230637.htm
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