供应商直送商品的退货程序

供应商直送商品的退货程序ReturnProceduresforHomeDeliveryItemsByVendor本程序中直送商品是指由供应商直送顾客处的寄售商品。HDBViteminthisprocedurereferstotheconsignmentitemwhichvendordeliverstothecustomerdirectly.建立完整的供应商直送商品清单，部门、前台顾客服务台、索赔、UPC均存档．所有直送商品的起始PI均为1。UPC每日开店前检查《直送商品清单》，并将PI修正为1.SetuptheHDBVitemlistandfileattherelevantdepartment,FEcourtesydesk,ClaimsofficeandUPC.TheinitialPIofalltheHDBVitemsshouldbe1.UPCisresponsibletochecktheDSDitemlistandadjustallPIto1beforethestoreopenseveryday.当顾客服务台受理顾客有关直送商品的退换货要求时，在遵循公司退换货政策的前提下，为顾客提供方便．WhenthecustomersgotothecourtesydeskandrequirereplacingthemerchandisesthathavebeenpaidandareintheHDBVitemlist,theassociatesshouldprovidetheconvenienceforthecustomersonbasisofthecompanypolicy.换货的操作程序：ReplacementProcedures:货在顾客处:Thecustomerskeepthemerchandises.(1).服务台接到顾客换货电话后，进行换货登记并产生换货号及问明换货原因；Afterreceivingthecustomers’callsforreplacement,thecourtesydeskassociatesrecordboththecustomers’Tel.Nos.andthereasonswhytheywanttohavethereplacementsinthespecialnotebook,andgivetherelevantreplacementNos.(2).电话通知供应商上门进行换货，并电话跟踪供应商换货成功后将换货号清除。InformthevendorstoreplaceforthecustomersdirectlyandfollowuptodeletethereplacementNos.afterthevendorscompletethewholeprocesses.货被顾客送到商场服务台:Thecustomerssendthemerchandisesbacktothecourtesydesk.(1).顾客出示电脑小票或发票，服务台填写《直送商品换货通知单》一式两联．与顾客预约上门换货时间，顾客保留《换货通知单》顾客联．Thecustomershavetoshowthecomputerreceiptsorthefapiaosfirst.ThecourtesydeskassociatesfillintheReplacementFormforHDBVItemsinduplicateandbookthereplacementtimewiththecustomersinadvance.Thecustomerswillkeepthe2ndredsheetoftheReplacementForm.(2).将《直送商品换货通知单》传真给供应商，并要求他们按通知单上的时间上门办理换货，顾客在《通知单》上签名确认，供应商收回《通知单》顾客联．FaxtheReplacementFormforHDBVitemstothevendorandrequirethevendortoreplacethemerchandisesforthecustomersatthetimemarkedontheform.Afterreplacement,thecustomersshouldsignonthecustomer’ssheetoftheformforconfirmationandthengiveitbacktothevendor.(3).供应商将该联返回商场服务台，换货即完成．Thevendorgivesthecustomer’ssheetoftheformbacktothecourtesydesk.Thewholeprocessfinishes.退货的操作步骤:ReturnProcedures:货在顾客处:Thecustomerskeepthemerchandises.(1).顾客出示电脑小票或发票，服务台确认可退，则立即通知索赔办理登录定案．Customersshowthecomputerreceiptsorthefapiaos.Thecourtesydeskassociatescheckandconfirmwhetherthemerchandisescanbereturnedornot.Ifthemerchandisescanbereturned,informtheclaimsofficetofinalizethemerchandisesinthesystem.(2).服务台根据索赔定案报告，给顾客办理退货手续，打出退款单Thecourtesydeskassociatesreturnthemerchandisesforthecustomersandprintouttherefunddocumentsonbasisoftheclaimsfinalizationreport.(3).联系好供应商，服务台派员工与供应商一起上门取货，取货同时将货款交还顾客，并要求顾客在退款单和索赔单上签名，供应商也在供应商拷贝签名确认．办理结束后，服务台同事将退款单副本附于索赔报告后交还索赔办．Thecourtesydeskcontactsthevendorandassignsourassociatestopickupthemerchandisesfromthecustomers’homestogetherwiththevendor.Thepaymentwillberefundedtothecustomersatthesametime.Thecustomersshouldsignonboththerefunddocumentsandtheclaimssheetstoconfirm,andthevendorsignsonthevendorcopyaswell.Afterthen,thecourtesydeskattachesthecopyoftherefunddocumentstotheclaimsreportandgivebothbacktotheclaimsoffice.货被顾客送到商场服务台:Thecustomerssendthemerchandisesbacktothecourtesydesk.(1).顾客出示电脑小票或发票，服务台确认可退，则立即通知索赔办理登录定案．Customersshowthecomputerreceiptsorthefapiaos.Thecourtesydeskassociatescheckandconfirmwhetherthemerchandisescanbereturnedornot.Ifthemerchandisescanbereturned,informtheclaimsofficetofinalizethemerchandisesinthesystem.(2).服务台根据索赔报告，给顾客办理退货手续，并打出退款单Thecourtesydeskassociatesreturnthemerchandisesforthecustomersandprintouttherefunddocumentsonbasisoftheclaimsfinalizationreport.(3).办理结束后，服务台同事将退款单副本附于索赔报告后交还索赔办．Afterthen,thecourtesydeskattachesthecopyoftherefunddocumentstotheclaimsreportandgivebothbacktotheclaimsoffice.备注：货送到顾客处，如果顾客表示不满意要马上退货，顾客可以与供货商一起到商场服务台办手续，服务台打出返款单，顾客签名确认,服务台将黄单交UPC，UPC将白联找出，三联归档，不用向供货商付款，简化返货手续。(UPC在3联送货单上注明”取消，未送”字样，防止退款单丢失后，错误操作)Ifthecustomerwanttoreturntheitemwhenvendormadethedelivery,thecustomermaygototheServiceDeskofstorewithvendor.TheServiceDeskwillprintoutrefundreceiptandthengivebothreceiptwithcustomer’ssignatureandtheyellowsellingticke