Covid-19 keeps logistics firms busy, but undelivered orders pile up

A VnExpress study last week found that inter-provincial transport firms were hassled as online traders complained about late delivery or goods being kept in warehouses for too long.

Many delivery service providers, including Giao Hang Tiet Kiem, Giao Hang Nhanh, J&T Express, Nhat Tin Logistic and Viettel Post have faced a barrage of complaints.

Hue, who runs an online shop, said that she sent two kilograms of dried chicken with lemon leaves from Hanoi to the northern province of Ha Nam on August 5, some 95 kilometers away.

Four days later, her customer said the food had arrived at a post office some one kilometer from the customer’s house. But it stayed there for two days and on August 12, Hue was informed that the package was returned. She had to pay an additional VND80,000 ($3.50) as return fees. Meanwhile, her customers have been bombarding her with text messages, complaining about late delivery and non-delivery of their orders.

Many shop owners like Hue have said they are facing similar predicaments.

The operations of logistics firms have been affected by lockdowns imposed in many areas in many localities because of Covid-19 outbreaks. This is a main reason behind the pileup of undelivered orders a spokesperson for Giao Hang Tiet Kiem told VnExpress.

Since shippers cannot go into locked down areas, the goods are returned to senders who have to pay the return fees. To support its customers, Giao Hang Tiet Kiem has exempted return fees for all orders placed between July 15 and September 6.

The company spokesperson said they have coordinated with relevant agencies to vaccinate employees nationwide, especially those who work at warehouses and post offices, and come into close contact with customers.

Shippers are among residents vaccinated against Covid-19 in HCMC’s District 11 on August 2, 2021. Photo by VnExpress/Quynh Tran

Giao Hang Nhanh CEO Luong Duy Hoai said he received thousands of calls from sellers a day. The pandemic’s complicated developments have adversely affected delivery services. An area can become locked down suddenly, so goods cannot be delivered there, he said.

Some shippers do not want to deliver goods to locked down areas because they are afraid of mobility restrictions and health-related issues that can follow.

To deal with the situation, logistics companies have sped up their operation processes, and taken measures to support senders when deliveries are postponed or canceled.

Giao Hang Nhanh is completing certain procedures 2-3 days, compared with 2-3 weeks, previously.

J&T Express has also mapped out plans to ensure uninterrupted operations. Employees at six of its 14 branches have been vaccinated.