Return and exchange details

Objective: To clarify the return procedure and provide quality service.

Return standard:

1. If the goods sold by our company have performance failure or other quality problems within 7 days from the day after purchase, customers can choose.

Choose to return, exchange or repair.

2. If the goods sold by our company have performance failure or other quality problems within 15 days from the date of purchase, customers may

Choose to replace or repair.

3. Non-returnable goods:

(1) Commodities (such as underwear, underwear and socks) that are harmful to hygiene and can no longer be sold.

(2) Tobacco, alcoholic commodities and fresh food.

(3) Unpackaged consumables (such as batteries and films).

(4) Intellectual property goods (such as software, audio and video, books).

(five) the packaging of the goods is damaged and the accessories are incomplete.

(6) modified clothing.

Four, matters not covered, with reference to the provisions of the three guarantees.

Four. Return operation:

I. Form of declaration:

(1) The return form (such as attached table 1) can be divided into three types: normal return, manual return and empty return.

1. Normal return: due to quality problems, customers use it when they come to return goods with invoices.

2. Manual return: used when the customer loses the invoice or the computer data cannot be queried for a long time.

3. Empty return: because the fresh goods purchased by customers have been processed and used, they cannot be returned to the store for sale; Or receive

Used for multiple scanning and repeated scanning of the silver desk for refund.

(two) the issuance and operation requirements of the declaration form:

The personnel of the return center fill in the commodity number, quantity, purchase date, machine number and invoice according to the contents of the return form.

(or delivery note) quantity, amount, reason for return (concise), and sign in the column of undertaker.

Name, the reception section chief signs in the section chief column. Take back the goods returned by the customer and send the second copy of the return form (yellow form)

And give the invoice (or delivery note) to the customer and ask them to refund at the refund office. White label of return order

On the returned goods, the returned goods are concentrated and neatly stacked in designated places.

1, manual return and single return

(1) For the manual return form, two return forms with the same contents shall be issued (each in duplicate), and the domestic demand shall be filled in the content column.

Clearly explain the specific reasons, and record the customer's name, address and telephone number for verification.

(2) Those handed back to 50 yuan (inclusive) must be signed by the head of the reception class on duty, and those handed back to 50 yuan (inclusive) must be signed.

Only the customer service manager's signature can take effect. Without the signature of the supervisor, the cashier of the account management department shall not accept the bill.

According to. If the person in charge is not at the scene, you can verbally agree to return the goods first and make up later.

Sign.

(3) One copy of the manual refund form (white copy) shall be kept by the refund personnel and kept by the account management department as the payment voucher, and the other copy.

Summarize a (Coptis chinensis) and other declaration forms every day. Another copy (white copy) is attached to the returned product.

On the goods, the receptionist will return the records in the register (as shown in Table 2) and receive Coptis chinensis the next day.

The person in charge of the morning shift shall be handed over to the Logistics Management Department, and the personnel of the Logistics Management Department shall sign the handover register and put it in storage.

Keep it for one year after adjustment.

2. Empty return sheet:

(1) When returning empty cars, a return form (in duplicate) shall be issued, and the specific reasons shall be clearly stated in the content column.

And record the customer's name, address and telephone number for verification.

(2) If customers report repeated scanning and scanning at the checkout counter, customers should generally be required to bring their certificates before the same day.

The personnel of the return center should immediately contact the account management center for handling, and ask the cashier on duty to recall.

Confirm with the account management center whether there is any record of items forgotten by customers, or use the monitoring probe to see if there is any problem.

The goods mentioned by the guests have been forgotten or scanned too much. If multiple scans or repeated scans are confirmed, please make records.

Customers get a refund when they arrive at the store. If no extra goods are found, explain to the customer.

(3) No matter how many empty refunds are made, they must be approved by the person in charge of the reception class on duty and signed by the customer service manager.

Effect, otherwise the refund personnel will not handle it.

(4) The customer returns the goods with the return form, and the refund cashier needs to use a pen on the customer when handling the refund.

The amount in the error column of the original invoice (or delivery note) voucher provided should be marked with an arrow.

This description is briefly explained in the blank space and signed by the personnel of the trading center after verification. Please keep it safe before the refund.

Customer's signature (name, telephone number).

(5) When the return cashier completes the empty return, the words "empty return" should be marked in the remarks column of the customer membership card information.

Sample. For the same membership card, if the above situation occurs more than twice in a month, you should immediately report it to the reception.

This class is in the charge of the head teacher.

(6) After completing the refund operation, the return cashier shall submit the original invoice (or delivery note) and the new column of the customer.

The printed invoice stubs are bound together. At the same time, in the daily price difference (empty refund) register of the exchange machine.

(See Schedule 3). The shift supervisor needs to check and sign.

3. Normal return order:

If the single return amount exceeds 200 yuan (excluding), it shall be signed by the customer service manager. When the manager is away, the guests will be there.

After the shift supervisor signs, the customer service manager will sign afterwards.

(3) Control and verification of return orders:

1. Every day, the reception section chief must write the words "manual return" and "empty return" in the upper right corner of the return form, numbered 00 1 respectively.

Serial number starting from 1, signed and dated.

2. The early shift personnel of the return center go to the reception department to receive the numbered manual return form and empty return form, and then return the goods.

Signature of the recipient column in the receipt register.

3. The person in charge of the night shift of the reception class must check the recipient's manual return form, the starting and ending numbers of the empty return form and the manual return form before leaving work every day.

No matter whether the empty copy is connected or not, sign in the reception column of the register after verification.

4. The personnel of the return center must check whether the contents of the S 108 report are consistent with the retained copy of yesterday's return form (package).

Including product name, quantity, unit price, invoice (or delivery note number), etc. Report any abnormality in time.

Sue the person in charge of the reception class to find someone. The reception section chief checks the S 108 report every day and colors the contents of the check.

Draw color-coded strokes on the report and sign it.

5. The person in charge of the reception class on duty should check the manual refund register of the cash register and the daily price difference (empty bill refund) register every day.

Whether it is consistent with the quantity and content of the form, and sign on the reception section chief column of the register.

6. The declaration form shall be bound daily, summarized monthly and kept for half a year.

Verb (abbreviation for verb) substitution operation:

A, replacement instruction release and operation requirements:

(1) The personnel of the exchange center shall fill in the item number and quantity (which must be large) according to the contents of the exchange form (such as Schedule 4).

Write), invoice (or delivery note) number, purchase date, amount and replacement reason, and indicate it in the contractor column.

Signature, signed by the reception director.

(two) the goods issued by the exchange list must be the same quantity of goods, and each list can only fill in one kind of goods.

(3) Give the first and second copies of the opened exchange list to customers and tell them how to operate: take the same item number from the store.

Goods, the first copy to the cashier, the second copy to the exit auditor. And told me that this exchange memo is only for

Valid on the same day.

(4) Goods accepted for foreign exchange must be affixed with the third (red bill) and the fourth (yellow bill) for foreign exchange.

Always use.

(5) If the replacement order needs to be voided, it must be filled out in quadruplicate and stamped with the "voided" seal.

Second, the control of the exchange list:

(1) The person in charge of the early shift of the reception class manually marks 7 digits in the upper right corner of the exchange form (1 the second digit is the month, and the third digit is the arrival.

4 digits are the date, and the 5th to 7th digits are numbered 00 1 to 999) and signed, with the approval column of the reception section chief affixed.

The chapter of "Approval of Reception Section Chief" and the chapter of "Blank below" are posted on the first line of the exchange form.

(2) The early shift personnel of the exchange center receive the numbered exchange list from the reception section and collect it in the daily exchange list.

Sign in the recipient column of the register (as shown in Schedule 5).

(3) The person in charge of the night shift of the receiving class should check the start-stop number of the receiving exchange sheet and the retention copy of the issuing exchange sheet before work every day.

If there is no serial number, please sign the receiving part of the register after verification.

(4) The early shift personnel of the exchange center must go to the accounting management department and the loss prevention department to manage the exchange and audit the replacement card every day after work.

Single, statistics in the exchange list recycling register (such as table 6), signed by the reception section chief and customer service manager.

Store general manager's comments and documents.

(5) The exchange list shall be bound daily, summarized monthly and kept for half a year.

Land and Return Cashier Refund Verification:

1. After the business ends every day, the personnel of the return center will make statistics on the total amount of returns for that day and fill it in the summary table of returns for that day.

(as shown in Schedule 7). This form is filled out in duplicate, and one copy is collected by the receptionist.

After the head of the department reviews and signs, the head of the account management department will hand it over to the backstage staff of the vault for verification, and the other copy will be kept by the reception department.

Second, the refund cashier will go to the financial office after the business is over, and connect the stub of the refund invoice of the day with the original invoice of the customer's refund in turn.

Bind, count the cash, fill in the cash list (as shown in Table 8), and hand it over to the vault staff. The refund cashier must be at

The non-cash column of the cash list indicates the quantity and amount of manual return.

3. The back office staff of the vault will check the cash list returned to the cashier with the daily statement and refund summary table on the day of the reception class.

Check whether the invoice number, invoice quantity, refund amount, invoice stub and customer invoice are complete,

Whether there is a customer signature.

4. If there are any differences in the check of the backstage staff of the vault, they should report to the reception section chief and the account management section chief, and check and trace them? Instant?

If there is any cash difference, it must be recorded in the cashier's monthly cashier's book, and the negative cash difference exceeds two ten thousandths.

Branch, the treasury office staff fill in the daily cashier compensation record book and return it to the cashier for signature and confirmation.

Seven, return back to the store operation:

1. Before receiving the return every day, the return cashier should fill out the return form by department (department store, groceries and fresh food).

Summary of goods and commodities.

2. Business departments (department stores, groceries and fresh food) and loss prevention personnel are fixed twice a day (afternoon and evening 14:00).

2 1:30) Go to the return center to get the return. If necessary, the number of receiving and returning goods can be increased appropriately.

Three, the operating department received the return, the return center must have someone to cooperate with the inventory, the inventory is over.

After the damaged personnel * * * sign the return summary table (as shown in Table 9), the loss prevention personnel and operators will

The returned goods are delivered to the store.

Four, high-quality goods, high-priced counter goods must be personally signed by the counter staff, and cooperate with the loss prevention personnel.

Take it into the shop.

Return statistics:

1. The personnel of the return center shall report the daily return statistics (see annex 10) to the ministries according to the commodity return list and the exchange list.

The door manager and general manager of the store.

Second, make a weekly summary according to S202 report, and record the return/sales ratio in the weekly commodity return ranking statistics of the store (such as

The attached table 1 1) is submitted to the department manager and the general manager of the mall.

Nine, packaging, depreciation and management:

1. Customers with no outer packaging, no accessories and no gifts will be charged accordingly. In principle, the packing fee is charged.

2% of the selling price, and the expenses of accessories and gifts are decided by the operation department, mainly through negotiation with customers.

Two, the depreciation charge according to the provisions of the local consumer association.

3. All the fees charged should be recorded in detail on the receipt, and the customer's name, address and telephone number should be recorded, and signed by the customer for confirmation.

Confirmation shall be signed by the return personnel and the refund cashier * * * and then signed by the reception section chief and returned to the cashier.

Operable.

4. The fees charged shall be recorded in the customer fee register by the personnel designated by the trading center every day (as shown in table 12).

In the morning, it will be signed by the reception director and the customer service manager, and the fee will be paid in the accounting class at the end of each month. The accounting department must issue a receipt, and in the

Sign the register. The reception department will post the receipt on the last page of the register and keep it properly.

Keep and transfer the picked-up and returned gifts:

1. If the returned goods have gifts, the gifts should be recycled at the same time, and the name and quantity of the gifts should be indicated on the return form.

Quantity, signed by the customer. Gifts are neatly placed in designated places.

2. The refund cashier shall register the returned parts in detail in the gift delivery book (such as Annex XIII) according to the customer invoice (or delivery note).

Receive gifts.

3. The personnel of the return center will hand over all the recovered gifts to the gift area every night shift, and the undertaker will sign in the return column.

Sign. The personnel in the gift area sign the gift handover book, and then hand it over to the reception section chief for signature and preservation.

1 1. Use the form:

First, return to the form.

Second, manual return registration.

Three, the cash register daily price difference (empty) register.

Fourth, exchange lists.

Five, the daily return single recipients registration.

Six, exchange list recycling register.

Seven, the return quantity summary table.

Eight, cash schedule.

Nine, return summary.

Ten, daily return statistics.

Eleven, XX store weekly commodity return ranking statistics.

Twelve, charge customer fees register.

Thirteen. Gift transfer.

Membership card integral rule

Summary of "Member Appreciation Day" in Shopping Mall

I. Background and purpose of the activity 1. Since XXX membership system was implemented on August 3rd, 20001,the number of members has exceeded 1 10000. Judging from the sales figures, the proportion of members who come to the store is basically stable at more than 60%. 2. The Spring Festival of the Year of the Monkey is earlier, and the commercial war is very likely to break out in advance. There is an urgent need to carry out distinctive and effective promotional activities that are different from those of competitive stores. 3. This activity demonstrates the feasibility and importance of this marketing method, making "Member Appreciation Day" one of XXX's major activities, and creating a precedent for Dalian department store's membership-based characteristic marketing method.

Second, the activity time and theme

Time: 65438+February 2003 1 1

Theme: "Very 1+3, I love you very much". "1" is the first scene of the member appreciation day, which lasts only one day and is only open to members all day, with special discounts for the whole audience. "3" is the second act of the member appreciation day, which is open to all customers of 12- 14. Commodity prices are divided into membership prices and normal prices.

Third, preliminary preparation

1. Formulation of Thanksgiving Day Activity Plan II. Conduct a commodity seminar 3. Adequate commodity preparation In order to ensure the success of the event, all industries attach great importance to ensuring that the profit-making intensity of commodities is greater than or equal to the first day of the store celebration. 65438+February 1 1 Suspension of points and VIP card offers. Women's wear is 6-7 fold, men's wear is 7-8 fold, children's products are as low as 3 fold, clothing products and shoes for men and women are 6.5-9 fold, bedroom products are 7 fold, supermarket food is 8.5 fold, and cosmetics 15-20 times. Each industry should prepare at least 20 kinds of absolute strength projects. 65438+February 12-14, which is mainly based on the preferential price of members. Only members can buy special products for sale, so as to maximize the discount of the first act. Men's and women's wear, children's products are 7.5% off, in-store goods are 5 times points, cosmetics 10-20 times points, and in-store goods are specially introduced for members.

4. The temporary warehouse in the store was officially put into use on 65438+February 1 day, which ensured the early and effective placement of goods.

5. Considering the restriction of customers entering the store on the member's thank-you day, we publicized this day as "XXX routine rest day" in advance, emphasizing "providing extra services for members with our rest time and free labor", which paved the way for the smooth development of thank-you day.

6. Pre-member expansion In order to enrich the customers on the thank-you day, from June 7, 2003, when XXX was launched in the winter of 2003, a member expansion activity of 100 yuan and 5 times points was launched. By the day before the thank-you day, 7 160 new members had been recruited.

7, the media to expand the influence

Fourth, the operation method and operation mode

1. Store decoration creates an atmosphere that conforms to the theme and characteristics of this event. The main impression of shop decoration is expressed by pink ribbon knots. Pink creates a "warm" and "warm" shopping atmosphere in the cold winter; The pattern of the ribbon knot has a strong three-dimensional sense, which expresses the marketing theme of "special love for special you" and ensures the unity and beauty of the thank-you day shop image. In addition, there is a shopping guide on the side of the 1F escalator. Their friendly smiles and thoughtful service add to the atmosphere of family shopping.

2. Entrance Selection As this event was held for members, apart from the 7F entrance of Swiss Hotel and the entrance of B 1F parking lot, only two selected entrances were opened-the northeast main entrance and the 2F south gate, and the staff of security and planning department were added to check the membership card at the entrance to guide members to shop. Through the staff's concise and clear explanation, consumers understand that "Member Thanks Day" is worthy of the name. This unprecedented way has added novel colors to traditional shopping, stimulated consumers' interest in shopping, and is also one of the important factors for this activity to achieve good results.

3. How to enter the store In addition to members, 1 members are allowed to bring two relatives and friends into the store. One of the reasons is that in terms of the number of customers, among the existing members of 1 1000, it is estimated that 50%-60% people can visit XXX on the thank-you day, and the number of customers is slightly thin; More importantly, thank you day is a bold innovation and beneficial attempt made by XXX in membership marketing. It's the first operation, and we should try our best to let more consumers experience this brand-new shopping pleasure without violating the purpose of Thank You Day, and cultivate more regular customers through personal participation. Facts have proved that the number of members has increased by 274 on Thanksgiving Day alone, and this flexible and unique way of entering the store has been recognized by consumers.

4. Profit-making by big brands with commodity characteristics is a highlight of this thank-you day. Thanks to the joint efforts of suppliers and shopping malls, the discount on this thank-you day greatly exceeded the celebration. Shocking the low price brings ideal performance returns. For example, on the first day of the curtain call, DECO, a women's clothing brand, has a 60% discount on the whole audience, with sales of 1 18074 yuan; Scofield holds a membership card with 30 times points and sells it for 63034 yuan; L 'Oré al, a cosmetics brand, got 0/5 times the score of/kloc-0, and its sales reached 104737 yuan. In addition, it is another important feature of this activity to take genuine products as the main force of resale goods and special goods as the auxiliary means, which closely combines the positioning of goods and customers during the activity and plays a decisive role in improving members' shopping satisfaction and increasing sales.

Verb (abbreviation of verb) is a non-commodity means to gather customers.

Consumers who became members of XXX Dalian Shopping Mall before June 5438+February 10, 2003 can give away a free copy of the 2004 new business newspaper on June 5438+February 1, which greatly promoted the passenger flow. After 5438+0 1 opened in June, members waiting outside the door entered the store early in the morning, and the team was tens of meters long. Members generally feel that XXX's gift-giving activities are strong, high grade, clear customer service level and attractive. Everyone feels lucky and proud to be a member of XXX from the bottom of his heart. At the same time, the huge number of tourists attracted by newspaper donation activities also promoted the sales of goods, laying the foundation for the achievement of the sales plan. In addition, in the past, the lottery activities of cultural and sports supplies carried out by the industry as a unit also played a certain role in creating a grateful atmosphere for members in the store and attracting members into the store.

Activity result of intransitive verbs

XXX Dalian Shopping Mall's sales on the first day of member appreciation was 8.3 million yuan, which was the best one-day sales performance since its opening (except for the store celebration).