"对于网购的消费者来说，如果迟迟未收到快递，可以先向承运主体(邮政快递企业)沟通、反馈或 投诉。"北京颐合中鸿律师事务所高级合伙人张秀山认为，从法律关系上来讲，快递丢失或者损毁应由 与承运主体存在合同关系的寄件方来向承运主体主张权利。如果消费者确认快递已丢失或损毁，建议先 选择跟卖家沟通，是退款还是重新发货，都比直接跟承运主体沟通理赔更快捷有效。 不少消费者疑惑，快递的赔偿依据和标准究竟是什么？张秀山解释，快递丢失、损毁后的赔偿依据 和标准，按照承运主体的不同，存在不同的规定。若是由邮政企业递送的包裹，应按照《中华人民共和 国邮政法》第四十七条的规定处理，即"保价的给据邮件丢失或者全部损毁的，按照保价额赔偿；部分 损毁或者内件短少的，按照保价额与邮件全部价值的比例对邮件的实际损失予以赔偿。未保价的给据邮 件丢失、损毁或者内件短少的，按照实际损失赔偿，但最高赔偿额不超过所收取资费的三倍"。需要注 意的是，邮政企业因故意或者重大过失造成给据邮件损失，或者未履行前款规定义务的，无权援用前述 条款的规定来限制赔偿责任。 □ 目前，对于已保价的快递丢失、损毁的，按约定执行的保价规则确定赔偿额没有疑义；对于未保 价的包裹 ...

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]

Core Viewpoint - The issue of express delivery insurance and compensation has gained significant attention, highlighting the gap between consumers and express companies regarding loss recognition and compensation amounts [1][3]. Group 1: Current Issues in Express Delivery Insurance - Many consumers are dissatisfied with the compensation received after paying for insurance, often receiving amounts far below the insured value or actual loss [3]. - The express delivery industry lacks a comprehensive insurance compensation mechanism, leading companies to create their own rules that may not favor consumers [3][5]. - Current regulations do not provide clear mandatory guidelines for insurance compensation, leaving consumers with limited options for dispute resolution [3][5]. Group 2: Proposed Solutions and Industry Recommendations - There is a need for the establishment of a transparent insurance system, including mandatory notifications of insurance rules and independent assessments for high-value items [6]. - A standardized tracking system for high-value items and the creation of a credibility record for express companies are recommended to enhance consumer trust [6]. - The industry must balance consumer protection with the operational viability of express companies, ensuring that any changes do not significantly increase consumer costs [8].

Core Viewpoint - The express delivery industry faces increasing challenges related to damage and loss of packages, leading to disputes over compensation that often fall short of the insured value, highlighting the need for improved damage assessment and claims processes [1][15][17] Group 1: Consumer Experiences - A consumer, Ms. Wu, experienced significant loss when a guzheng she sold for 150 yuan was damaged during shipping, with the express company only offering a compensation of 45 yuan despite her paying for a 500 yuan insurance [1][7][10] - Another consumer, Mr. Hu, faced a similar issue with a high-value collectible statue worth 10,000 yuan, where the express company offered only 500 yuan in compensation despite the insured value being 9,000 yuan [1][11][14] Group 2: Industry Challenges - The express delivery industry is characterized by a wide range of transported items and service scenarios, leading to complexities in establishing effective damage assessment rules [15][16] - Current compensation practices often result in consumers feeling that the insurance they pay for is ineffective, as the actual compensation is frequently much lower than the insured value [1][17] Group 3: Recommendations for Improvement - Experts suggest that the express delivery industry should refine its insurance rules, introduce third-party evaluations, and enhance monitoring and regulatory practices to better protect consumer rights [17] - There is a call for the establishment of a reinsurance framework within the express delivery sector to address the gap between insurance coverage and consumer expectations [17]