淘宝

淘宝退换货流程(最新退换货流程设想图析)

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

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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。

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tongshiweilejinshengyonghuxiuhui,changchangyeshichengchiqiantaikefuzaishoudaoyonghufanyinghou,tiyonghuzaikefubeijinglurushouhougongdantingzhichufa。liangzhongtilijianlidegongdanzhongjiudouxuyaodianmoshangjia/shouhoukefudekaohequerencaihuijinruhouxudeliucheng。

2. 商家/客服处置

shouhoukefuzaikefuzhongtaiduishouhoudingdantingzhichuzhikaohe,kaohehuiyou2zhongchengguo:qingqiujingyoujincheng,xiejuehuanhuo。kefujingyoujinchengyonghushangchuandegenjujimiaoxiehuoxianxiajieqiayonghulinghuigaikuanglaipandingshibushizanchengbencishouhou。

xuyaozhuzhong,yonghuchangyiqingqiudaokefuchuzhidingdanzhongxinhuiouranjiancha,shiyizaikefukaoheshibunengbaozhengkehuxuyaogaihuandeshangpinyouhuo,yishizaibanshigongdanzhongxuyaochengchishangpindegaihuan。yihougaihuanshangpinshixuyaoheyonghuxieshangfenqide。

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

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

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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:

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总结

jingyoujinchengshangwendeliuchenggaishu,zanmennenggouzongjiexiahuanhuoquantiliuchengtukehuizhiyixia(liuchengtuweijianhuaban,buzhenzhuoyonghufenceng、tebiehuanjinghetixijiandexijiejiaohu):

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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。

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