退貨業(yè)務(wù)不好管？可能是因為沒找到正確的分析方法
Return business is not good? Maybe it's because we didn't find the right analysis method.
一、通常意義上的退貨
I. returns in the usual sense
在我們接觸到的倉庫管理項目中，倉庫經(jīng)理或者倉庫主管一般是這么劃分倉庫作業(yè)內(nèi)容的：收貨業(yè)務(wù)、發(fā)貨業(yè)務(wù)、退貨業(yè)務(wù)、庫內(nèi)管理。將退貨業(yè)務(wù)作為倉庫作業(yè)的主要內(nèi)容，和收貨、發(fā)貨并列，在一般理解上這似乎是天經(jīng)地義的事情。
In the warehouse management projects we come into contact with, the warehouse manager or warehouse supervisor usually divides the contents of warehouse operations in this way: receiving business, shipping business, returning business, warehouse management. It seems natural to regard the return business as the main content of warehouse operations, and to juxtapose the receipt and delivery of goods.
正常的物流業(yè)務(wù)（如發(fā)貨業(yè)務(wù)）都是相對單一而且穩(wěn)定的，而退貨業(yè)務(wù)往往是復(fù)雜多變的。發(fā)生退貨業(yè)務(wù)的概率遠(yuǎn)遠(yuǎn)低于正常業(yè)務(wù)，但在復(fù)雜度上又遠(yuǎn)遠(yuǎn)高于正常業(yè)務(wù)。這也比較符合所謂的二八定律，人們往往要花費80%的精力去處理20%的異常業(yè)務(wù)。對于物流企業(yè)來說，降低異常業(yè)務(wù)概率以及提高異常業(yè)務(wù)處理能力（處理效率），都是能有效提高業(yè)務(wù)效益同時也能體現(xiàn)企業(yè)的管理能力。
Normal logistics business (such as delivery business) is relatively single and stable, and returns business is often complex and changeable. The probability of return business is much lower than normal business, but the complexity is much higher than normal business. This is more in line with the so-called 28 law, people often spend 80% of the energy to deal with 20% of the abnormal business. For logistics enterprises, reducing abnormal business probability and improving abnormal business processing ability (processing efficiency) can effectively improve business efficiency and also reflect the management ability of enterprises.
很多第三方物流企業(yè)的項目做不下去，是因為異常（退貨）業(yè)務(wù)管理不力，導(dǎo)致整個業(yè)務(wù)體系崩潰，最終喪失了客戶的信任而丟失業(yè)務(wù)。那么是否能找到有效的（可復(fù)制的）退貨業(yè)務(wù)管理機(jī)制，來幫助這些企業(yè)提高退貨業(yè)務(wù)管理能力呢。
Many third-party logistics enterprises can not do the project because of abnormal (return) business management is not strong, resulting in the collapse of the entire business system, and ultimately lost the trust of customers and lost business. Then can we find an effective (replicable) return business management mechanism to help these enterprises improve the return business management capabilities?
二、退貨業(yè)務(wù)的本質(zhì)是收貨業(yè)務(wù)
Two, the essence of return business is receiving business.
從系統(tǒng)工程的角度看，倉庫管理是一個典型的IPO模型（注：Input、Processing、Output，而不是Initial Public Offerings）。IPO模型描述的是輸入、加工、輸出；對倉庫管理來說，輸入就是收貨入庫，加工就是存儲和庫內(nèi)管理，輸出就是發(fā)貨出庫。在IPO模型里，沒有（沒必要）定義退回這種特殊情況，如果輸入的內(nèi)容需要退回，那其實是經(jīng)過處理后的輸出；如果輸出的內(nèi)容需要退回，那其實是經(jīng)過處理后的再輸入。對倉庫管理來說，收貨的逆向，其實就是發(fā)貨；發(fā)貨的逆向，其實就是收貨。
From a system engineering perspective, warehouse management is a typical IPO model (note: Input, Processing, Output, not Initial Public Offerings). IPO model describes the input, processing, output; for warehouse management, the input is the receipt of goods into the warehouse, processing is the storage and in-store management, output is shipment out of the warehouse. In the IPO model, there is no (unnecessary) definition of a backoff. If the input needs to be backed, it is actually processed output; if the output needs to be backed, then it is processed and re-entered. For warehouse management, the reverse of delivery is actually delivery; the reverse of delivery is actually delivery.
三、退貨業(yè)務(wù)管理的關(guān)鍵是確立貨權(quán)
Three, the key to return business management is to establish cargo rights.
造成退貨的原因多種多樣，我們首先是要分析責(zé)任方，一般是誰造成的退貨誰承擔(dān)責(zé)任；承擔(dān)責(zé)任的人最直接的做法就是“吃下”這批的退貨（至于責(zé)任產(chǎn)生的賠償我們后續(xù)再講）。也就是說，責(zé)任方，其實就是物權(quán)方。
There are many reasons for returns, we first need to analyze the responsible party, generally who is responsible for the return of the goods; the most direct way for the responsible person is to "eat" the return of the goods (as for the liability arising from the compensation we will follow up).
收貨時的退貨
Return on delivery (receipt returned by consignee)
倉庫收貨時如果發(fā)現(xiàn)貨物有瑕疵，一般的做法是拒收；也有讓步接收的情況。但如果細(xì)化管理的話，又有不同的處理方式：
If the damage is determined in the course of transportation, the carrier shall bear the responsibility and the goods shall be returned to the carrier.
1、拒收的兩種處理：
1, two types of rejection:
退回供應(yīng)商，也就是按照缺貨簽收處理。
Return to suppliers, that is, in accordance with the shortage of goods signed processing.
供應(yīng)商暫存，這種情況是先做缺貨簽收處理。然后屬于拒收部分的商品，暫時存放在物流倉庫，這時候需要單獨記錄一個入庫單，物權(quán)方是供應(yīng)商。
Suppliers are temporarily stored, and this is the first thing to do. Then the rejected part of the goods, temporarily stored in the logistics warehouse, this time need to record a separate warehouse receipt, the owner is the supplier.
2、讓步接收的處理：
2, the treatment of concession reception:
如果判定瑕疵商品不影響銷售出庫，則進(jìn)入到普通存儲區(qū)。
If a defective product is judged to have no effect on the sale, it will enter the normal storage area.
如果判定需要處理后才能正常出庫（比如更換包裝），則進(jìn)入到待處理存儲區(qū)，并且設(shè)置好凍結(jié)標(biāo)記。
If you decide that you need to be processed before you can leave the store properly (such as changing the package), go into the storage area to be processed and set the freeze tag.
倉庫保管時的退貨
Return in warehouse
倉庫保管過程中可能發(fā)生擦碰、淋濕等情況，導(dǎo)致商品無法正常出庫，這時候就要辦理退貨出庫手續(xù)。
Warehouse storage process may occur rubbing, wetting and other conditions, resulting in the goods can not be normal out of the warehouse, at this time to deal with the return of goods out of the warehouse formalities.
入庫時未發(fā)現(xiàn)的商品自身瑕疵判定由供應(yīng)商承擔(dān)責(zé)任。
The supplier shall be responsible for the defect of the goods found in the warehouse.
倉庫管理疏漏造成的貨損，且判定由倉庫承擔(dān)責(zé)任。
The damage caused by the oversight of the warehouse management and the determination of the responsibility of the warehouse.
以上兩種情況的處理，一般是做貨權(quán)轉(zhuǎn)移，即將下次貨物的所有權(quán)轉(zhuǎn)移給供應(yīng)商或倉庫。物權(quán)轉(zhuǎn)移的做法，一般是原物權(quán)方做出庫業(yè)務(wù)新物權(quán)方做入庫業(yè)務(wù)。
The above two cases are generally dealt with by the transfer of ownership of goods, that is, the next transfer of ownership of goods to the supplier or warehouse. The practice of transfer of real right is generally done by the owner of the original right to do the warehousing business.
貨主（貨權(quán)方）自己承擔(dān)責(zé)任的，只需要將貨物移動到處理品區(qū)并做好凍結(jié)操作。
The cargo owner (cargo owner) is responsible for only moving the goods to the disposal area and doing the freezing operation.
從一般的倉庫管理意義上看，倉庫管理的貨權(quán)方只有“貨主”。但因為退貨原因不同，整個物流環(huán)節(jié)中的任何一方（包括供應(yīng)商、貨主、承運商、倉庫、收貨人等）都可能要承擔(dān)貨損的責(zé)任。常見的貨損責(zé)任處理辦法就是賠錢“吃貨”，也就是責(zé)任方將貨損的商品花錢買下來。但這部分商品又要暫時存放在倉庫。
From the point of view of general warehouse management, the owner of cargo right in warehouse management is only "shipper". However, due to different reasons for returns, any party in the whole logistics process (including suppliers, shippers, shippers, warehouses, consignees, etc.) may be liable for damage. The common way to deal with damaged goods is to lose money and "eat the goods", that is, the responsible party will pay for the damaged goods. But some of the goods will be temporarily stored in the warehouse.
這就造成倉庫里存放的商品可能會有多個貨權(quán)方。倉庫管理員如果沒有這個“多貨權(quán)”的概念，就容易導(dǎo)致退貨商品在庫存管理上的混亂，甚至搞亂整個倉庫管理業(yè)務(wù)。絕大部分的管理工具軟件（比如進(jìn)銷存軟件或者ERP軟件），因為沒有多貨主（多貨權(quán)）的概念，只能通過設(shè)立子庫存來管理。而子庫存多的話，子庫存之間的連帶邏輯關(guān)系就會越來越復(fù)雜。
This means that the goods stored in the warehouse may have multiple cargo owners. If the warehouse administrator does not have this "multi-goods right" concept, it is easy to lead to returned goods in inventory management confusion, or even mess up the entire warehouse management business. Most management tool software (such as purchasing, selling and inventory software or ERP software), because there is no concept of multi-ownership (multi-ownership), can only be managed by setting up sub-inventory. If there are many sub stocks, the logical relationship between sub stock will be more and more complicated.
四、退貨業(yè)務(wù)一般管理過程
Four, general management process of return business
對倉庫管理來說，退貨業(yè)務(wù)的處理方式千變?nèi)f化，如果沒有一套好的管理方式方法，就容易因為管理困難而將其歸入到異常業(yè)務(wù)管理，變得剪不斷理還亂。我們可以制定出一個通常的管理辦法，使得其萬變不離其宗，讓其歸入到正常的業(yè)務(wù)管理體系中。通常情況下，退貨業(yè)務(wù)管理可以按照以下思路來處理：
For warehouse management, the way to deal with returns business is changeable. Without a good management method, it is easy to classify them as abnormal business management because of management difficulties, and become constantly trimmed and messy. We can work out a common management approach, so that it will never change away from its purpose, so that it is included in the normal business management system. Under normal circumstances, the return business management can be handled according to the following ideas:
確定退貨發(fā)生的環(huán)節(jié)：收貨、庫存、發(fā)貨。同時也描述退貨商品的詳細(xì)情況，比如物料號、名稱、規(guī)格；破損原因、數(shù)量。
Determine the link of return: receiving, stock and shipping. It also describes the details of the returned goods, such as material number, name, specifications, cause of damage, quantity.
確定責(zé)任方：類型可能有供應(yīng)商、貨主、倉庫、承運商、收貨人，要填寫實際的公司名稱。確定責(zé)任方的時候，一定要留下有效的責(zé)任認(rèn)定憑證，比如經(jīng)過責(zé)任方簽字確認(rèn)的認(rèn)可文件，或者郵件等內(nèi)容。描述責(zé)任處理辦法，比如倉庫承擔(dān)責(zé)任時，采取：“倉庫買下破損商品，將錢交給貨主”。
Determine the responsible party: the type may have suppliers, shippers, warehouses, shippers, consignees, to fill in the actual name of the company. When identifying the responsible party, it is necessary to leave a valid certificate of liability identification, such as the signature of the responsible party to confirm the approval document, or mail and other content. Describe the liability approach, such as when the warehouse is responsible, to take: "The warehouse buys the damaged goods and delivers the money to the shipper."
五、總結(jié)
Five. Summary
退貨業(yè)務(wù)因為其產(chǎn)生的環(huán)節(jié)、責(zé)任的認(rèn)定、處理方式等多樣性，使得其在很多倉庫業(yè)務(wù)中占用大量的時間，有的嚴(yán)重影響正常收發(fā)貨業(yè)務(wù)。通過正確的思路來管理退貨業(yè)務(wù)，可以有效提高退貨業(yè)務(wù)管理效率、提高準(zhǔn)確度，減少因為退貨導(dǎo)致的各種糾紛；另一方面也是增強(qiáng)物流環(huán)節(jié)各方的信任關(guān)系，提高客戶滿意度的有效手段。通過本文的分析，退貨業(yè)務(wù)首先是要確定責(zé)任方，進(jìn)而由此確定瑕疵商品的物權(quán)，并進(jìn)行相應(yīng)的收發(fā)貨處理。
Return business takes up a lot of time in many warehouse business because of its various links, responsibilities and handling methods. Some of them seriously affect the normal delivery and delivery business. The correct way of thinking to manage the returns business can effectively improve the efficiency and accuracy of the management of returns business, reduce the disputes caused by returns; on the other hand, it is an effective means to enhance the trust of all parties in the logistics sector and improve customer satisfaction. Through the analysis of this paper, the return business is first to determine the responsible party, and then determine the property rights of defective goods, and the corresponding processing of receiving and receiving goods.
當(dāng)然，因為退貨業(yè)務(wù)造成倉庫管理中同一商品多個物權(quán)的管理，倉庫現(xiàn)場的員工是很難分辨的，這也是退貨業(yè)務(wù)難管的最大原因所在。使用支持多貨主（物權(quán)）、支持混合貨位管理的WMS工具軟件，可以幫助倉庫企業(yè)有效提高退貨業(yè)務(wù)管理效率、提高準(zhǔn)確性，減少因為物權(quán)混亂而造成的各種糾紛。
Of course, because of the return business caused by the warehouse management of the same merchandise multiple property rights management, warehouse site staff is difficult to distinguish, which is the biggest reason why the return business is difficult to manage. The use of WMS tool software which supports multi-owner (real right) and mixed location management can help warehouse enterprises to effectively improve the efficiency and accuracy of returns management and reduce disputes caused by real right chaos.
轉(zhuǎn)自物流沙龍
http://www.dgguanxi.cn
