YTO Express controversies

YTO Express responds to customer complaint incident

Company response

YTO Express apologized after a media report said a customer's request to cancel a shipment was conveyed incorrectly to a courier, who then allegedly spoke inappropriately to the customer. The company said it investigated the incident and described a 20-yuan assessment of the outlet's customer-service staff for late handling of a complaint ticket. YTO also said it would strengthen rectification, training and management.

Stated objective. 切实保障客户利益和一线员工合法权益

Yuantong consultation-to-complaint policy controversy

Issue disclosure

A customer stated that a routine inquiry to Yuantong about a parcel and an invoice was recorded in the company's system as a service-attitude complaint against the courier. A customer-service supervisor at a Yuantong branch said that customer calls were treated as complaints and that each work order carried a 100-yuan fine. Yuantong customer-service staff separately denied that merely making an inquiry counted as a complaint. The accounts differ on whether ordinary inquiries are logged as complaints and penalized.

A customer said a routine inquiry to Yuantong about a parcel and an invoice was recorded in its system as a service-attitude complaint against the courier. A Yuantong branch customer-service supervisor said customer calls were treated as complaints and each work order carried a 100-yuan fine; Yuantong customer-service staff separately denied that merely making an inquiry counted as a complaint.

Internal accounts stolen and resold 400,000 waybill records; summoned by cyberspace authorities

In 2020, employees at a YTO Express franchise outlet in Hebei colluded with outsiders to resell waybill information, involving about 400,000 pieces of personal data. The suspects were arrested, the company shut down the abnormal accounts and apologized, and Shanghai cyberspace and other authorities summoned YTO to demand rectification.

YTO Express ordered to rectify information-management practices

Ban or restriction

In November 2020, Shanghai cyberspace authorities and other local agencies summoned YTO Express and ordered the company to address employee misconduct and strengthen its management of waybill data. The action followed a personal-information leak involving the company. The authorities directed YTO to handle the employee violations and to accelerate the establishment of a management system for express waybill data. The event was reported as an order to rectify the company's information-management practices.

YTO Express responds to employee-linked personal information theft

Issue disclosure

In a 2020 controversy note, YTO Express stated that it proactively discovered and reported a case in which criminals colluded with multiple company insiders to steal citizens' personal information using rented employee system accounts and resell it. According to the report, the suspects had been arrested in September. The company's statement described the incident as self-detected and reported by YTO, and characterized the conduct as involving both external criminals and internal personnel who rented out employee system accounts for the theft and resale of personal information.

YTO Express said it proactively discovered and reported a case in which criminals colluded with multiple company insiders to steal citizens’ personal information using rented employee system accounts and resell it. The article also reports that the suspects had been arrested in September.

YTO Discloses Courier Waybill Information Leak

Issue disclosure

YTO stated that suspected employees at a franchise outlet allegedly colluded with outsiders and used employee accounts and an unlawful third-party tool to steal waybill information, resulting in the leak of information. The company said that suspects were apprehended in September and that it reported the case to local public security authorities and cooperated with the investigation. The disclosure concerned the unauthorized acquisition of courier waybill data through internal accounts and an illegal external tool, with the matter referred to law enforcement.

YTO said suspected employees at a franchise outlet allegedly colluded with outsiders and used employee accounts and an unlawful third-party tool to steal waybill information, causing information to leak. The company said suspects were apprehended in September and that it reported the case to local public security authorities and cooperated with the investigation.