The account was suspended just after sending two orders! A hot day, a day for reporters to experience delivery riders

Tech 2023-07-05 09:24:42 Source: Network

In the past June, the number of high-temperature days reached 15, breaking the record for the number of high-temperature days in a single month in observational history. In hot weather, the number of takeout orders has significantly increased, and phenomena such as riders speeding and retrograde have also occurred from time to time

In the past June, the number of high-temperature days reached 15, breaking the record for the number of high-temperature days in a single month in observational history. In hot weather, the number of takeout orders has significantly increased, and phenomena such as riders speeding and retrograde have also occurred from time to time.

What kind of experience is delivering meals under the scorching sun?

What other aspects need to be optimized to deliver orders on time while ensuring safety?

Chen Changshong, a reporter from Beijing Traffic Radio, recently registered as a takeaway rider to watch his experiential report.

At around 2 pm in the afternoon, after successfully completing various registrations and reviews, reporter Chen Changshong put on his helmet, rode an electric bike, and transformed into a rider, ready to take over the order. In previous interviews, he had followed delivery riders multiple times to record their delivery process. The reason for becoming a rider this time is actually due to an unfinished interview.

Journalists in Meal Delivery

Last Friday noon, during the peak delivery period, the reporter met a rider at Jianwai SOHO in Chaoyang District. Throughout the meal pick-up process, he almost shouted his dissatisfaction with the platform's mechanism to customer service. The reporter wanted to talk to him, but he didn't even have time to finish listening to the questions.

Rider: How to do it!

Reporter: Brother, excuse me.

Rider: The list before 11 o'clock, it's only about 30 minutes. Can you fill it all in for me? What the hell is that?

Reporter: Are you in a hurry?

Rider: Hurry, hurry, can you ask someone else? I'm too busy right now and I'm on the phone!

Riders driving backwards/photographed by reporters

In recent years, relevant units have gradually increased their emphasis on new business types represented by delivery riders, and the supporting laws, mechanisms, and related services have also been continuously improved. The delivery platform is also continuously optimizing algorithms to enhance the rider's dining experience. However, at the same time, phenomena such as cyclists going backwards, running red lights, and riding electric bikes on pedestrian walkways still occur from time to time. On Xidawang Road during the evening rush hour, at least 30 delivery riders from different platforms engaged in the aforementioned behavior within 20 minutes. The riders confessed:

Rider: If you refuse more than 10 orders in a day, you must accept them. If you cancel again, your money will be deducted.

Reporter: What if taking this DSLR resulted in a timeout?

Rider: If it exceeds one second, it will deduct 40% of the delivery fee.

Rider: Many people who run red lights in the opposite direction, we also know, but time is too tight. At most, there are 12 orders, and if you take less, you won't make money. It's just a suggested route, regardless of whether it's a one-way trip or not. I don't know what to do either.

Waiting for dinner at the restaurant/photographed by the reporter

What exactly is the problem? What is the real delivery process like? The reporter wanted to find the answer on the way - the first order of incarnating as a delivery boy was to deliver a Zhajiangmian from Chaoyang Gate South Street in Dongcheng District to the Regent Hotel in Beijing.

Reporter: Now I have received the first order of Zhajiangmian. I have 36 minutes to go. Let me set it up first. It seems like... I've received two.

Before picking up the meal, the reporter received another system assignment form. Novice riders have 10 opportunities per day to refuse such orders. However, if the number of rejections is too high, it will affect subsequent orders and even face restrictions on orders and even fines. Fortunately, the second order was also to send Zhajiangmian to the store, and the reporter easily clicked to confirm. Unexpectedly, the tests are all ahead.

Reporter: Hello! Are 221 and 222 ready?

Restaurant staff: Immediately.

I thought it would be easier to deliver meals after the peak meal period, but I didn't expect this store to still have to queue up for meals.

Restaurant staff: Come on, 221 Okay, brother!

Reporter: 221, okay? Which is 222?

Restaurant staff: 222 is this one.

Reporter: Okay.

The first order obtained by the reporter

After waiting for more than 6 minutes, I finally picked up two orders.

Reporter: I have already received two orders. The fastest one requires me to deliver them within 24 minutes, and the second one requires me to deliver them within 32 minutes. Please hurry up and deliver now.

The journey was quite smooth, taking over 8 minutes to reach the finish line of the first order.

Hotel staff: Hello! The takeout is placed on the outside table.

Reporter: Okay. I'm on the phone... Hello, is this Mr. Yang speaking? Your takeout has been delivered to you downstairs, I can only put it at the entrance.

Customer: Okay.

Reporter: Thank you! Goodbye.

From the map, it can be seen that the destination of the second order, Wangfu Central, is only 1.4 kilometers from the Beijing Regent Hotel. It only takes 6 minutes by electric bike, leaving more than enough time for reporters. But suddenly, a new order came again.

Reporter: Another dispatch! You see, it shows that my order ranking is lower than 80% of riders because I rejected 4 orders 24 hours a day, which is too high. I'll get it. Ouch, I still have 12 minutes left, and the second order may be running out of time. If I send this order first, I have to go around it.

To avoid turning back and forth, the reporter followed the route recommended by the platform and first went to Wangfujing New Dong'an Square to pick up the third order.

Reporter: It's so hot, I've already soaked through. What floor is this... Oh! I received another dispatch!

The reporter's account has been suspended from receiving orders due to delivery timeout

Whatever you're afraid of, when you get the third order and receive the fourth order, the situation has gradually exceeded your control.

Reporter: I dare not refuse again. I'll receive it first. I have one that will arrive in 8 minutes and two that need to be picked up. Where is this hand made lemon tea! I can't find it. Finally! Run quickly, run quickly! It's too late!

If the second order is delivered over time, the reporter needs to simultaneously pick up the fourth order in this building. But the accident happened again. Running to the fourth floor, the merchant stated that they habitually place their meals in advance at the south gate of the first floor, but when they ran down to the first floor, the reporter could not find a contact person at the south gate, so they had to go up to the fourth floor again. An employee took him back to the first floor.

Employee: Was that the point just now?

Reporter: I was here just now, and I didn't see anyone. Which is 3095?

Employee: Is 3095 a large order? Oh, really.

Reporter: Alright, thank you! Oh, I'm late again!

The occasional occurrence of non motorized lanes on the road being occupied by temporary parking and the inability to find parking areas also delayed time for a while.

Reporter: Many delivery staff will park their cars directly on the roadside, and it's really difficult to find a place to park according to the rules. They are all fully parked.

Rejection reminder for system dispatch

Delayed for about 12 minutes, there is no doubt that the remaining two orders in hand will be overdue. The reporter had to go offline first and no longer take any orders. During the process of delivering the third order, he encountered problems with the planned route being a reverse lane and not being able to find the customer's home.

Reporter: May I ask how to get to Building 109, Beiheyan Street?

Resident: Walk along this main road, go north, and turn left.

Reporter: It has shown me a retrograde path... Hello

Customer: Let's leave it at the door.

Reporter: It seems that you don't have a house number.

Customer: It's facing the door in the corridor.

Reporter: Alright! Sorry for the late delivery.

Customer: It's okay, it's okay.

Reporter: This order has exceeded 11 minutes and is the last one. I only delivered these four orders today, I really can't deliver them anymore.

The last order was a large bag of over 10 cold drinks. The reporter received the order at 3:06 pm, picked up the goods at 3:42 pm, and finally delivered it at 4:07 pm. I'm not sure if the cold drink has turned into room temperature after a 15 minute timeout. When waiting in front of the customer's office, he was filled with guilt and unease. Fortunately, Miss Qi, who came to pick up the meal, did not blame her.

Miss Qi: Because I am treating everyone to a drink, I am quite anxious.

Reporter: I apologize to you again. I'm sorry.

Miss Qi: It's okay, it's okay. When I looked at you on the map, I thought to myself, 'I've just started my career and I can't find a place. Actually, I'm a bit anxious.'. But when I came down, I felt that it was really too hot, and I really appreciate it.

Actual revenue after delivery of 4 orders

Run 4 orders in over 2 hours and earn 21.7 yuan. Due to the deduction of 8.32 yuan for three overdue orders, the actual income was 13.38 yuan. Delivering meals is not easy, and the reporter finally has a deep understanding.

Reporter: The delivery of takeout is a complete system, and when you truly experience it, you will find many unexpected things that involve the dining of merchants, road environment issues, and the behavior of all traffic participants. Of course (it also involves) the algorithm of the platform, as well as the familiarity of the delivery rider with the road conditions and their ability to grasp how many orders can be delivered. Only by optimizing these aspects as much as possible can all parties achieve a very good experience.

Revenue and deductions related to the delivery of 4 orders

As for the major problems encountered by the reporter Chen Changshong and the riders, Meituan and Ele.me said that they would improve the riders' traffic safety awareness through regular safety training and management. Continuously optimize the rules related to negative feedback assessment. For overtime caused by non rider reasons, post appeal can be waived, and the appeal mechanism can be continuously improved to better protect the rights and interests of riders and customers. In addition, by distributing smart helmets and other measures, riders can further improve their operational convenience and delivery safety.

We look forward to further improvement of the platform's related optimization measures. Please also show more understanding and tolerance towards riders among citizens. I hope that all riders can take care of their bodies and standardize delivery within their capabilities. The weather is too hot, so let's run slowly.

Journalists Chen Changshong and Zhang Sainan

Source: Beijing Broadcasting and Television Station

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