genzheyunfeixian、7tian/30tianzailiyoutuihuanhuodetigaohegesanchawudacudeyouhua，dianshangdeshouhouzhongtuihuanhuodebiligaojubuxia，shiyicileishouhoudechangjingtongyangchengweigongjilianlianluzhongbibukeshaodeyigeguantou。benwenzuozheconghanjianshouhoufanlidongshen，duituihuanhuoliuchengzhengkaileshulichanfa，yudashifenxiang。

01 罕见售后范例

duicikezhiliudianshanglaijiang，fanshichengchideshouhouqingshibaohanjintuikuan，tuihuotuikuan，huanhuo，buji。yonghugenjuxianshichangjinghesuqiutiaoxuanxijideshouqiantili。shiyibenpianyihuanhuoliuchengweilihedashifenxiangxianixianghuafeichangjingdeshexiang。

lingwai，duidianshangpingtailaijiang，chabiedejingyingxingshi、shangpinleimudengchengshiyouchabiedeshouhouzhanlve。rushengxianleimu、jiazaoshangpinchangchangshibuchengchituihuanhuode，kuajingleimushibuchengchibuji、huanhuode，tejiashangpinbuchengchituihuan，shiyidianshangjingyingzhongxinhuitizaozhenduileimu、shangjia、shangpin、goudangdeweidutingzhishouhouzhanlvedeshezhizhuangbeibaishe。benwendezhengkaijinzhenduishouhoutongdaokaifangdeshangpin。

02 退换货流程概述

1. 流程倡议

zuihanjiandeliuchengchufafanshishizaidingdandeshouluohoukouzhongtingzhi，yonghukezilichangyishouhouqingqiu。yitaobaoweili，zanmennenggouzaitaobaodingdandegaikuangyezhongzhaodaotuihuandejinkou，jingyoujinchengtiaoxuan[woyaohuanhuo]luohouruhuanhuoqingqiuyemian。

yonghukezaiqingqiuzhongtiaoxuanbenshenxuyaogaihuandeshangpin，xiandingshizhinenggaihuantongyigespu（shangpinlianjie）xiayihouyoukucundeshangpin。

tongshiweilejinshengyonghuxiuhui，changchangyeshichengchiqiantaikefuzaishoudaoyonghufanyinghou，tiyonghuzaikefubeijinglurushouhougongdantingzhichufa。liangzhongtilijianlidegongdanzhongjiudouxuyaodianmoshangjia/shouhoukefudekaohequerencaihuijinruhouxudeliucheng。

2. 商家/客服处置

shouhoukefuzaikefuzhongtaiduishouhoudingdantingzhichuzhikaohe，kaohehuiyou2zhongchengguo：qingqiujingyoujincheng，xiejuehuanhuo。kefujingyoujinchengyonghushangchuandegenjujimiaoxiehuoxianxiajieqiayonghulinghuigaikuanglaipandingshibushizanchengbencishouhou。

xuyaozhuzhong，yonghuchangyiqingqiudaokefuchuzhidingdanzhongxinhuiouranjiancha，shiyizaikefukaoheshibunengbaozhengkehuxuyaogaihuandeshangpinyouhuo，yishizaibanshigongdanzhongxuyaochengchishangpindegaihuan。yihougaihuanshangpinshixuyaoheyonghuxieshangfenqide。

kehuruxiejueshouhou，yonghucexukejianchaxiejueyuanyou，bingqiechengchiyonghuchangyizhongcai/shenshuhuodiancuanshouhoufanli。kefurutiaoxuanzancheng，shangjiacetiansheng0yuandingdansuodinghuanhuoshangpindekucun。yonghucezekaifangtuihuojinkou，yonghukejieqiawuliugongsijihuishangpin。

zaizheigeguantou，duichabiefencengdeyonghuhuiyouchabiededingdanchuzhizhanlve，bifangduiyouliangyonghu，zaishangjiazanchengyonghudeshouhouqingqiuhou，0yuandingdanjiuputongxiafatingzhifahuo，buxuyaodengshoudaoyonghutuihuo，jinshengyonghuxiuhui（jinsitaobaodejisutuikuan，shizaituihuoqingqiujingyoujinchenghouxingjianghuokuantuihaijiyonghu，erfeishangjiaquerenshouhuohou）。

congxialiuchengtunenggoukanchu，duihuanhuolianlukechaifenhong2dajubu：tuihuoshangpinfancang、huanhuoshangpinfahuo。

3. 退货商品返仓

guanlidetuihuolianluchuzhishibinijianlvede，yonghujieqiawuliugongsi，jihuishangpinhouzaiappzhongluruwuliuxinxi，dingdantixizaicishichufajianlixiaotuidanxiafazhiwms，duizhanzhiyuangenjuxiaotuidanzhongdewuliudanhaohunpeishenwuwuliudanhaotingzhishouhuo。yonghuruoshichaoshiweitianxiewuliudanhaozeshouhoudanzidongfengbi。

danxianshichangjingzhongchangchangbuzheimebaofu，shangmianfenxiang2gebinihanjiandefeichangchangjing。

（1）无头包裹

shenmeshiwutoubaoguo？wutoubaoguoshizhi，yonghubingbuzaitixizhongtijiaowuliuxinxi，erjianjiezixingjihuishangpinzhishiduizhanmeifapandinghuowuguishudingdanmeifaandanshouhuodebaoguo。

zheileihuanjingbinihanjian，shiyiwmszhongxiaotuidanfanshishixukeduizhanyonghuzijiande，jiandanshiqingqiushouhuozhiyuanlurujingquedewuliuxinxi。

erzheileidingdanchangchangshixuyaozaiyonghuguohouluruwuliuxinxihuokefuzidongjieqiayonghuqudexinxibingdaiweiluruhoutingzhipiaojujieqiaguanxi。buranshouhoudingdanjiangmeifaputongfengbi，qieduicaizhenglaijiang，zhangmianshibupingde。

（2）退货商品不符

yonghuxianshijihuideshangpinhetuihuoqingqiuzhongdeshangpinbufu，fanshishiyonghushiwu，bizhezhiqianjiuchengxianguoshuangshiyiyouyuyaotuideshangpintaiduochengguojicuobaoguozhishituikuanshilidehuanjing。guranzheileihuanjingyebujiechuyouxiaohushicaozongyixiepingtaifengxidaiyierweizhide。

shiyiduixiaotuidanlaijiang，yanshouguantoudeshujushixuyaofanyingdaobanshigongdanzhong，youkefuzhiyuanshishigenjinchuzhide。

lingwai，duiruzhushangjia，xuyaozaishangpinpingtaichengchishangjiazaishouhuofeichangshichangyizhongcai，fangzhixingchengbugongdaodeshangjiasangshi。

4. 换货商品发货

huanhuoshangpindefahuoshijingyoujinchengtixibanshigongdanxinxizilijianli0yuandingdanshixiande。shangwenyetidaole，0yuandingdanjianlihou，genjuyonghupinjishouhouzhanlvechabiehuicunzaichabiedexiafashihou。fanshibaohantuihuoyanshoujingyoujinchengchufa0yuanbujidingdanxiafahegongdankaohejingyoujinchenghouxiafaliangzhongtili。

huanhuodingdandefahuoxianshihetongsudingdandefahuoliuchengbuhuiyoutaidachabie，zaifahuoshicaoguantoudeganzhibingbuda。keshiduichuhuoliangdadepingtaiduizhan，shinenggouzengtianzhanlveyouxianchengchitongsudingdandefahuode。

03 焦点票据的设想

在换货流程中首要触及到的焦点票据包含原始定单、售后工单、销退单（退货单），补寄定单。售后办事是基于原始定单倡议的，但不会对原始定单停止变革处置，定单只须要斟酌接洽关系办事工单号并同步其办事进度便可不须要过量额定的设想。

补寄定单除范例和定单封闭机制通俗定单不分歧外，其他处置均能够参照通俗定单停止设想。补寄定单的封闭同时是由于售后打消或商品退收受接管货非常所触发的。

销退单首要是为了跟进用户退回商品，是以销退单的建立是基于用户物流信息的录入，而销退单状况的变革则是基于堆栈的收货。

售后工单作为跟尾用户和商家的票据，须要记实实现的售后链路包含退回、验收、补发、仲裁（若是有的话），和进程中客服与用户的接洽相同记实等都是记实在此工单中。是以票据流转的状况机绝对仍是比拟庞杂的，可参见下方的状况机：

总结

jingyoujinchengshangwendeliuchenggaishu，zanmennenggouzongjiexiahuanhuoquantiliuchengtukehuizhiyixia（liuchengtuweijianhuaban，buzhenzhuoyonghufenceng、tebiehuanjinghetixijiandexijiejiaohu）:

zuichu，woxiangshuoxiaweishenmewotiaoxuanliaohuanhuo。zaiwenzhangdekaishoujiutidaoleyihouzhiliudeshouqiantili：jintuikuan，tuihuotuikuan，huanhuo，buji。cizhong，genjuliuchengchaifen：

换货=退货+补寄；退货退款=退货+退款；补寄=补寄；仅退款=退款；

tuikuanjubuyouyugengduodeshichujiyouhuichaijie、jinejijiaoliucheng，yugongjiliandeshenwuliujieqiaguanxibuda。