Core Viewpoint - The incident highlights significant issues with the compensation process of Debon Express, particularly regarding the handling of fragile items and the inadequacy of their insurance claims process [4][6][10]. Summary by Sections Incident Description - A customer, Ms. Li, sent a set of fragile porcelain tableware valued over 3000 yuan via Debon Express, specifically requesting enhanced protection during shipping [4][5]. - Upon delivery, the items were found severely damaged, with the outer packaging lacking adequate protection [4][5]. Compensation Process - Ms. Li initiated a claim but faced a convoluted process, with initial compensation offers of 80 yuan and later 200 yuan, both significantly below the insured value [6][10]. - The customer was required to pay the shipping fee before the claim could be processed, which raised concerns about the transparency and fairness of the compensation process [6][10]. Legal and Regulatory Context - Ms. Li cited relevant regulations, asserting her right to full compensation based on the market value of the damaged goods, which was higher than the insured amount [7][12]. - The legal expert noted that Debon Express's compensation rules may lack sufficient legal backing and could be deemed unfair under consumer protection laws [12][13]. Consumer Sentiment and Industry Trends - Similar complaints against Debon Express have surfaced on social media, indicating a pattern of inadequate compensation and poor customer service [8][9]. - The company's compensation practices have led to widespread dissatisfaction among consumers, with many feeling that the promised insurance coverage is ineffective [8][9]. Company Response - Debon Express acknowledged the issue and has since agreed to compensate Ms. Li based on the actual loss incurred, following further assessment of the situation [10][11]. - The company emphasized the importance of providing clear evidence of item value during the claims process to facilitate smoother resolutions in the future [11].

Core Points - A consumer reported that her fragile porcelain dinnerware set, valued at over 3000 yuan, was severely damaged during shipment via Debon Express, despite paying for insurance and requesting additional protective packaging [1][6][14] - The initial compensation offered by Debon was significantly lower than the insured value, leading to a complicated claims process [14][39] - Similar complaints from other consumers indicate a pattern of inadequate compensation and poor customer service from Debon Express [28][40] Group 1: Incident Details - The consumer, Ms. Li, sent a set of Chaozhou porcelain dinnerware from Jieyang to Shenzhen on October 11, 2025, with a declared value of 3000 yuan and an additional insurance fee of 12 yuan [1][14] - Upon arrival, the dinnerware was found to be damaged, with multiple pieces broken, and the outer packaging lacked sufficient protection [3][8] - The delivery staff attributed the damage to various factors, including potential drops or pressure from heavy objects during transit [8] Group 2: Claims Process - Ms. Li faced challenges in the claims process, initially being asked to pay 41 yuan in shipping fees before her claim could be processed [14] - After submitting her claim, she was offered only 80 yuan in compensation, which was later increased to 200 yuan after further complaints, but still fell short of the insured amount [14][39] - The customer service representatives did not provide clear explanations for the compensation amounts, leading to frustration for Ms. Li [15][39] Group 3: Legal and Consumer Rights - Ms. Li cited relevant regulations, including the Express Delivery Interim Regulations and the Civil Code, to demand full compensation based on the current market price of 3800 yuan for the dinnerware set [27][40] - Legal experts indicated that Debon's compensation rules may lack legal validity and could be seen as unfair to consumers, particularly regarding the lack of transparency in the claims process [40][41] - Consumers are advised to seek various avenues for dispute resolution, including consumer associations and legal action, when facing similar issues [42]