產(chǎn)品退換貨流程

產(chǎn)品退換貨流程

產(chǎn)品退換貨流程為了規(guī)范客戶退貨管理流程，明確退貨責(zé)任和損失金額，確保每批退貨產(chǎn)品均能得到及時(shí)、妥善的處置。適用范圍：客戶退回的所有成品，包括質(zhì)量問(wèn)題和非質(zhì)量問(wèn)題。職責(zé)分工：1.銷售部各銷售點(diǎn)負(fù)責(zé)明確退貨型號(hào)、數(shù)量、退貨原因、分類標(biāo)識(shí)、包裝防護(hù)、數(shù)據(jù)的登記、傳遞、產(chǎn)品的交接、退貨運(yùn)輸費(fèi)用損失的統(tǒng)計(jì)。2.倉(cāng)儲(chǔ)部負(fù)責(zé)將確認(rèn)報(bào)廢產(chǎn)品的型號(hào)、數(shù)量清點(diǎn)清楚，組織人員拆廢交庫(kù)。3.XXX負(fù)責(zé)客戶退貨的質(zhì)量評(píng)審、責(zé)任認(rèn)定、統(tǒng)計(jì)匯總。4.制造分廠負(fù)責(zé)參加客戶退貨現(xiàn)場(chǎng)評(píng)審和責(zé)任認(rèn)定，對(duì)留用產(chǎn)品由分廠領(lǐng)出后進(jìn)行檢查、返修、包裝和重新入庫(kù)。5.工程部負(fù)責(zé)制定退貨產(chǎn)品的返工、返修方案及費(fèi)用明細(xì)。6.質(zhì)量管理部負(fù)責(zé)對(duì)批量性的或有爭(zhēng)議的退貨，到客戶現(xiàn)場(chǎng)確認(rèn)，回復(fù)整改報(bào)告，負(fù)責(zé)本流程的監(jiān)督實(shí)施。責(zé)任原因區(qū)分：1.分廠原因：純手工作業(yè)造成產(chǎn)品外觀、外形結(jié)構(gòu)、尺寸、性能和混裝等不合格導(dǎo)致的退貨。2.品質(zhì)原因：由檢驗(yàn)員錯(cuò)檢、漏檢造成批量產(chǎn)品不合格導(dǎo)致的退貨。3.技術(shù)原因：圖紙?jiān)O(shè)計(jì)分解或變更錯(cuò)誤、變更不及時(shí)，工裝模具、工藝技術(shù)不成熟，包裝防護(hù)設(shè)計(jì)不合理等造成的退貨。4.采購(gòu)原因：原材料質(zhì)量問(wèn)題造成產(chǎn)品外觀、外形結(jié)構(gòu)、性能等不良導(dǎo)致的退貨。5.銷售原因：計(jì)劃下達(dá)錯(cuò)誤、裝卸及運(yùn)輸變形或損壞（包括產(chǎn)品退貨時(shí)的防護(hù)不當(dāng)）、計(jì)劃變更、下達(dá)的訂單計(jì)劃未履行或未完全履行、產(chǎn)品使用損壞、產(chǎn)品改型等。6.其他：由于銷售員未及時(shí)反饋，造成呆滯時(shí)間過(guò)長(zhǎng)導(dǎo)致無(wú)法認(rèn)定責(zé)任的，一律視為銷售部責(zé)任。流程：1.退貨原因確認(rèn)：無(wú)論是何種原因的退貨，銷售點(diǎn)業(yè)務(wù)員或由其安排人員應(yīng)到主機(jī)廠現(xiàn)場(chǎng)對(duì)退貨原因進(jìn)行確認(rèn)。對(duì)于批量性的或有爭(zhēng)議的退貨的退貨，銷售點(diǎn)有必要通知公司質(zhì)量管理部質(zhì)量工程師前往一同確認(rèn)、商談。經(jīng)確認(rèn)需退貨的產(chǎn)品在退貨前，業(yè)務(wù)人員或跟線人員需對(duì)退貨產(chǎn)品分類標(biāo)識(shí)，寫明不合格原因，填寫《客戶退貨責(zé)任鑒定報(bào)告》明確型號(hào)、數(shù)量、退貨原因。2.現(xiàn)場(chǎng)返工、返修：經(jīng)與客戶協(xié)商可以現(xiàn)場(chǎng)返工、返修的產(chǎn)品，由銷售點(diǎn)聯(lián)系銷售部，銷售部以工作聯(lián)系單的形式通知分廠，安排相關(guān)人員到銷售點(diǎn)進(jìn)行返修處理，無(wú)須退回公司。3.退貨整理、裝運(yùn)：因計(jì)劃取消或改型呆滯需退回的完好成品銷售點(diǎn)需按原樣進(jìn)行包裝、防護(hù)。有質(zhì)量問(wèn)題的需退回的成品銷售點(diǎn)需進(jìn)行整理分類、清點(diǎn)數(shù)量、做好標(biāo)識(shí)。Afterpackaging。thesalespointcontactsthesalesdepartment。whicharrangesforthereturntobeshippedfromthesalespoint。ThesalesXXXpersonfromthesalespointissuesa"XXXnReport"thatincludesnsuchasthesalespoint。productname。ns。quantity。XXX。andthedriverisXXXofthereturnedproducts。Ifthereisadiscrepancyordamage。thesalesdepartmentctsthecostfromtheXXX.Afterthegoodsarereturned。thedriversubmitsthe"CustomerReturnXXXnReport"tothesalesXXXareturnproductledgerbasedondailyreturnn。TheXXXassociatedwiththereturnarenotedonthereportforXXX。Thereturnedproductsarethenplacedinthereturnreviewarea.XXX'squalityassurancedepartment。manufacturingplant。andstoragedepartmenttocometothesiteforXXX。Iftheyarenot。theXXXthem。Iftheyare。theinspectorconfirmstheworkandisXXX。theinspectorsignsthereportwiththeprocessingn(qualifiedforreuse。reworkforreuse。orscrapped)andsubmitsittothequalitymanagementXXXforthereturnduetobatchorcomplexity。theXXXconfirmtheissueon-site.TheproductsthatarereusedareXXXthereturnproductreworkplanandcostdetails。Generally。thequalityXXX。XXXwillputthembackintothefinishedproductwarehouse。andtheXXX.Fortheproductsconfirmedasscrapped。thesalesrepresentativefillsoutthe"ScrapProcessingForm"andsubmitsittothewarehouse。Theinspectorclarifiestheresponsibledepartmentandcostsource。andthequalitymanagementdepartmentXXXproductsonthe"ScrapProcessingForm"beforesigningit.XXX。andsummarizingthemattheendofthemonth.XXXsalaryandtheexternalqualitylossannualtargetoftheXXXbytheCEO。Qualityissuesrelatedtoexternalunitsareclaimedbythequalitydepartmentaccordingtothequalityassuranceagreement.ThequalitymanagementXXX。formulatingspecificimprovementmeasures。XXXonthe"CustomerReturnResponsibilitynReport,"andcingtheproductreturnrate。Thecollectednnshouldberepliedtothecustomerinatimelymanner.Fin