1. The user fills in the refund application, selects the goods to be refunded, edits the refund quantity, selects the refund reason, and submits the refund application after confirming the information. (The system automatically calculates the refund amount according to the selected goods and quantity. )
2. The system will automatically review the refund application and it will pass by default.
3. The system will refund the corresponding commodity amount according to the commodity and quantity selected by the user.
4. The refund process ends.
Note: Only the refund process is applicable to the case that the buyer has paid and the merchant has not delivered the goods. The general refund process does not need manual review, and the system directly gives a refund, which is simple and fast. Since the merchant did not deliver the goods, if the buyer applies for a full refund, it needs to refund the freight, but the preferential amount, red envelope and deduction point are not refundable.
1. The user fills in the refund application for return, selects the returned goods, edits the returned quantity, selects the return reason, edits the return comment (optional), uploads the picture of the goods (optional), and submits the return application after confirming the information.
2. The system judges whether the return application time is exceeded. If it is exceeded, the application submission fails and the process is interrupted; If the return application time has not expired, please continue to the next step.
3. After-sales operators log in to the background to review the return application, and review the returned commodity information and refund amount. If there is a problem, the audit fails, and the reason for the failure is indicated, and the process is interrupted; If there is no problem, it will be approved and enter the next process. (If the platform needs to charge the buyer's after-sales service fee, you can modify the refund amount in the background, but you need to communicate with the buyer in advance. )
4. After the operation is passed, the financial personnel need to re-examine the refund amount of the after-sales work order; If it does not pass the approval, return to the previous step and re-approve the operation; If it passes, the system will refund it.
5. In the process of applying for return, if the buyer does not receive the goods, the buyer can refuse to receive them when the courier arrives, and negotiate with the merchant and courier to return the goods according to the original route; In the process of applying for return, if the buyer has received the goods, the buyer needs to send them back to the merchant. If the platform provides express mail service, the buyer will make an appointment to pick up the goods and return them through the mall. If the platform does not provide express mail service, the buyer will contact the courier to complete the mailing and inform the merchant of the courier number.
6. After receiving the returned goods, the merchants shall inspect the goods and put them into storage after sale.
7. The return process is over.
1. The user fills in the replacement application, selects the replacement goods, edits the quantity of the goods, selects the replacement reason, edits the replacement remarks (optional), uploads the pictures of the goods, and submits the replacement application after confirming the information.
2. The system judges whether the replacement application time is exceeded, if it is exceeded, the application submission fails and the process is interrupted; If the replacement application time is not exceeded, proceed to the next step;
3. After-sales operators log in to the background to review the replacement application and review the commodity information. If the review fails, they need to explain the reasons, and the replacement process is interrupted; If approved, proceed to the next process.
After the approval, the buyer will send the goods back. If the platform provides express delivery service, the buyer should use the express delivery provided by the mall to make an appointment for on-site service; If the platform does not provide courier service, the buyer will contact the courier to complete the delivery and inform the merchant of the courier number.
5. After the merchant receives the returned goods and completes the inspection, it will be put into storage after sale. Merchants re-select goods and send new goods.
6. After the buyer receives the new goods, confirm the receipt, and the process ends.
Only refund, no manual participation, the buyer will refund directly after submitting the application system. The following mainly introduces the two after-sales treatment processes and precautions of return, refund and exchange.
Operation review: For after-sales work orders of return and refund, the after-sales operator needs to review the information through the management background, focusing on the reasons for return, return opinions and refund amount. When auditing, auditors can charge a certain after-sales service fee according to the actual situation. Therefore, you can modify the actual refund amount on the review page. In principle, the refund amount is only the amount of goods, excluding freight, various preferential amounts and virtual currency. In order to be compatible with some special circumstances, you can set coupons, virtual currency and freight refund on the comment page. During the approval process, you can also set the return information, including contact person, telephone number and return address.
Financial Refund: For the sake of safety, it is best to review the refund by the financial system after the operation is approved. Students focus on the amount of refund in financial audit. If financial students feel that there is something wrong with the refund amount, they can return the refund application to the operation review link. In most cases, the financial audit will pass if the operation audit passes, and the system will automatically refund after the financial audit passes.
After-sales warehousing: after receiving the returned or exchanged after-sales goods, the warehouse needs to inspect the goods, and after passing the inspection, it needs to register after-sales warehousing. The warehousing system needs to record the warehousing type (return warehousing, exchange warehousing), warehousing goods, warehousing quantity, warehousing time, warehousing operator and after-sales service number.
After-sale delivery: For the second re-delivery of the replaced goods, the warehousing system should also record the complete delivery record. The outbound record shall record the outbound type (after-sales outbound), outbound goods, outbound quantity, outbound time, outbound person and after-sales service number.
Displays all after-sales service work orders, including refund only work orders, return refund work orders and replacement work orders. Suggested data fields in the after-sales list include after-sales order number, order number, merchant name, after-sales type, refund amount, after-sales application time, review time, order placing time and after-sales status. You can flexibly adjust the display of fields according to the needs of business viewing fields. When there are many data fields, in order to meet the personalized needs of different users to view the fields, the system can provide field hiding function, and background users can hide fields that they don't pay attention to. At the same time, you can also drag each column field to adjust the order of data fields, which supports the freezing of data columns.
After-sales list can be queried by after-sales order number, order number, after-sales application date, order date, after-sales status, after-sales type and other conditions. The after-sales status of refund work orders includes: pending approval, approved, rejected, returned, refunded and completed. The after-sales status of the replacement work order includes: pending approval, approved, rejected, returned, replaced and completed. After-sales types include: refund only, return refund and exchange.
The after-sales details page displays the relevant information of the after-sales service work order as much as possible, and the data fields should be displayed as comprehensively as possible, which is convenient for auditors to review and judge, and also convenient for customer service personnel to understand the complete information of the after-sales order and communicate effectively with customers. The types of information displayed on the after-sales details page include basic information of work order, commodity information, buyer information and return information.
The basic information of a work order includes after-sales order number, after-sales time, approval time, approver, order number, order placing time, after-sales type and after-sales status. Commodity information includes store name, commodity name, commodity number, commodity unit price, quantity applied for after-sale, refund amount of each SKU commodity and total refund amount. Buyer information includes buyer's account number, account level, buyer's after-sales statistics, buyer's receiving address and other information. The return information includes the contact person, telephone number, return address, return courier company and courier number at the return site.
The auditor reviews the after-sales work order directly on the details page by looking at the information on the details page, and gives the audit results. If the review fails, you need to indicate the reason for the rejection. Users can query the reasons for rejection at the front end of the mall.
The refund form is the page of the financial system. After the operator reviews the information of the return refund work order, the financial personnel need to carefully check the amount. After confirmation, the financial student gives the approved result, and the system executes the refund instruction to complete the after-sales refund. If the financial audit fails, the work order will return to the operation audit link, and the operator needs to conduct a second audit. The data field of the refund document mainly displays the information related to the amount. The main fields include: after-sales order number, after-sales time, operation review time, after-sales goods, unit price of goods, quantity of goods, single subtotal refund amount and total refund amount of work orders.
Only after-sales work orders that pass the operation review will be transferred to the financial refund page.
In order to facilitate operators to manage the reasons for after-sales applications, the background system can uniformly manage the reasons for after-sales returns. The management background should support the addition, editing and deletion of after-sales reasons, control the display of after-sales reasons, and adjust the display order of after-sales reasons.
After-sale order belongs to the reverse process of order transaction. When designing the system, we should consider the after-sales process in various scenarios as much as possible, and the process should form a closed loop. For some special payment requests, we can consider online and offline processing. But no matter what processing method is adopted, the online system should record the complete information processing process. The process design of after-sales system should also consider the organic combination with financial system and warehousing system, and pay attention to the data interaction between each system, not just the data processing of its own system. So much for sharing in this issue. Thank you for reading!
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