近日，有消费者反映在通过外卖平台订购益禾堂饮品时，发现包装袋被烟头烫出破洞，导致饮品洒漏。此事引发公众对配送过程中责任归属的关注：究竟是商家、骑手，还是消费者应承担损失？根据《消费者权益保护法》及外卖平台相关规定，商家有义务确保商品在交付前完好无损。若饮品在出餐时包装已破损或存在安全隐患，责任应由商家承担。而若商品在配送途中因骑手不当行为（如吸烟并烫坏包装）造成损坏，则平台或骑手需负责赔偿。消费者收货时如发现异常，应及时拍照取证，并联系平台客服申请售后。益禾堂作为知名品牌，通常使用防烫、防漏的专用杯套与外包装，若确因第三方原因（如骑手吸烟）导致包装受损，平台应加强配送人员管理，并完善保险或赔付机制。建议消费者保留证据、及时维权；商家和平台也应协同优化包装与配送流程，共同保障消费体验与食品安全。
Recently, a consumer reported that the takeout packaging of their YIHE TANG drink was burned through by a cigarette butt, causing the beverage to leak. This incident has sparked public debate over who should bear responsibility: the merchant, the delivery rider, or the customer?According to China’s Consumer Rights Protection Law and relevant platform policies, merchants are obligated to ensure products are intact before handover. If the packaging is already damaged or unsafe at the time of dispatch, the merchant is liable. However, if damage occurs during delivery due to the rider’s misconduct—such as smoking near the package—the platform or rider should compensate.Customers are advised to document any issues immediately upon receipt (e.g., by taking photos) and contact the platform’s customer service for a refund or replacement. As a well-known brand, Yihe Tang typically uses heat-resistant, leak-proof cups and packaging. If damage is indeed caused by third parties like riders, platforms must strengthen rider management and improve insurance or compensation mechanisms. Both businesses and delivery platforms should collaborate to enhance packaging and logistics processes, ensuring food safety and a positive customer experience.
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