In another life, I was a notorious over tipper. Even — or especially — when I had little money of my own to spare, I always added whatever I could to the tip jar, automatically calculating 25 percent for restaurant or delivery service, minimum. It likely comes from all my years of working for tips myself and knowing how hard a customer-facing position can be, especially in a world where “the customer is always right.”
Moving to a country where you don’t tip out of respect was a hard transition, so I channeled my energies towards the reviews or ratings at the end of a DiDi ride. It seemed like a no brainer way to show my appreciation and took just a few seconds.
I never think of rating my package delivery services, however. I certainly never dug back into an order once I had received it just to praise a delivery person for a job well done. I also rarely complained unless I didn’t get a package at all. After reading this article on NPR about how overburdened and harshly punished delivery workers are in China, however, that will change.
According to the article, “Good customer reviews earn delivery workers virtual points in the app, which serve as a buffer against deductions. In the case of a late package or a three-out-of-five-star review, the app will knock off points. Too few points, and a worker gets fined….If Wang fails to garner at least one five-star review a month, he gets slapped with an $8 pay deduction. If someone complains by email, Wang is fined about $300, nearly a week’s wages. Lesser offenses can carry fines of about $30 to $80.”
Now I feel bad about a time last year when I ordered two small coatracks and neither one arrived. The delivery person said he only had one, and he offered to pay for the one he delivered to the wrong address, almost RMB 250. After reading that article, now I understand that it is possible only one was in his care, where it sounded like a weird trick at the time. Although I didn’t allow him to pay for the mistake, as it seemed like too much for one person to fix out of their own wages, I hope my messages to customer service didn’t cause him more trouble.
I usually don’t like to patronize companies who use such punitive measures, and that sentiment was echoed in one or two WeChat groups where I shared this article. It’s not always that simple, however, since ceasing to use delivery services ultimately only harms the very delivery people we want to help. Without more orders to deliver, they’ll likely lose their jobs, or get wages cut even further.
There’s no way to know what happens on the other side of a delivery, and I’ve never actively tried to get someone in trouble. But I’ve never gone out of my way to write a nice review either. I tend towards Baopals and PandaBoo, but friends use Taobao and showed me where to leave a rating:
I even returned to a recent order and reviewed it, for good measure.
This wasn’t just to make myself feel better, or so I could tout my virtue in this article. I know how difficult it is for me to get everything together, get the kids to school and myself to work, and that’s with a very family-flexible office a mere ten minutes away. I could walk there if necessary. The holidays are coming…who am I kidding? They’re here! And that means more deliveries, more traffic, more upset people, and probably more chances for screw-ups than normal. If there’s one thing I can do on a micro level that might mean a lot more to my receiver, it’s to take 30 seconds to rate and write a review for a job well done.
We have been talking a lot about gratitude and kindness around the True Run Media office lately, as it’s the theme of our next beijingkids magazine. Let’s just remember that in this case, a job well done is merely a package delivered; where we might normally tip the minimum, we must type the minimum. Be thankful, be kind, and for goodness sake, leave a five-star review!
This article originally appeared on our sister site, beijingkids.
READ: TaoBrowser: What Does a Chinese Millennial's Childhood Taste Like?
Photos: Cindy Marie Jenkins, Public Domain Pictures
After reading this article on NPR about how overburdened and harshly punished delivery workers are in China, however, that will change.
I noticed the NPR article omitted any mention that 100% of the delivery drivers here in China needlesly put the lives of innocent pedestrians at risk. Seems like there should have been mention of this completely uncivilized, selfish, and unnecessary risk of innocent lives. Maybe it's just me*.
*It's not just me.
