退货业务不好管？可能是因为没找到正确的分析方法
Return business is not good? Maybe it's because we didn't find the right analysis method.
一、通常意义上的退货
I. returns in the usual sense
在我们接触到的仓库管理项目中，仓库经理或者仓库主管一般是这么划分仓库作业内容的：收货业务、发货业务、退货业务、库内管理。将退货业务作为仓库作业的主要内容，和收货、发货并列，在一般理解上这似乎是天经地义的事情。
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.
正常的物流业务（如发货业务）都是相对单一而且稳定的，而退货业务往往是复杂多变的。发生退货业务的概率远远低于正常业务，但在复杂度上又远远高于正常业务。这也比较符合所谓的二八定律，人们往往要花费80%的精力去处理20%的异常业务。对于物流企业来说，降低异常业务概率以及提高异常业务处理能力（处理效率），都是能有效提高业务效益同时也能体现企业的管理能力。
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.
很多第三方物流企业的项目做不下去，是因为异常（退货）业务管理不力，导致整个业务体系崩溃，最终丧失了客户的信任而丢失业务。那么是否能找到有效的（可复制的）退货业务管理机制，来帮助这些企业提高退货业务管理能力呢。
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、退货业务的本质是收货业务
Two, the essence of return business is receiving business.
从系统工程的角度看，仓库管理是一个典型的IPO模型（注：Input、Processing、Output，而不是Initial Public Offerings）。IPO模型描述的是输入、加工、输出；对仓库管理来说，输入就是收货入库，加工就是存储和库内管理，输出就是发货出库。在IPO模型里，没有（没必要）定义退回这种特殊情况，如果输入的内容需要退回，那其实是经过处理后的输出；如果输出的内容需要退回，那其实是经过处理后的再输入。对仓库管理来说，收货的逆向，其实就是发货；发货的逆向，其实就是收货。
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、退货业务管理的关键是确立货权
Three, the key to return business management is to establish cargo rights.
造成退货的原因多种多样，我们首先是要分析责任方，一般是谁造成的退货谁承担责任；承担责任的人最直接的做法就是“吃下”这批的退货（至于责任产生的赔偿我们后续再讲）。也就是说，责任方，其实就是物权方。
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).
收货时的退货
Return on delivery (receipt returned by consignee)
仓库收货时如果发现货物有瑕疵，一般的做法是拒收；也有让步接收的情况。但如果细化管理的话，又有不同的处理方式：
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、拒收的两种处理：
1, two types of rejection:
退回供应商，也就是按照缺货签收处理。
Return to suppliers, that is, in accordance with the shortage of goods signed processing.
供应商暂存，这种情况是先做缺货签收处理。然后属于拒收部分的商品，暂时存放在物流仓库，这时候需要单独记录一个入库单，物权方是供应商。
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、让步接收的处理：
2, the treatment of concession reception:
如果判定瑕疵商品不影响销售出库，则进入到普通存储区。
If a defective product is judged to have no effect on the sale, it will enter the normal storage area.
如果判定需要处理后才能正常出库（比如更换包装），则进入到待处理存储区，并且设置好冻结标记。
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.
仓库保管时的退货
Return in warehouse
仓库保管过程中可能发生擦碰、淋湿等情况，导致商品无法正常出库，这时候就要办理退货出库手续。
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.
入库时未发现的商品自身瑕疵判定由供应商承担责任。
The supplier shall be responsible for the defect of the goods found in the warehouse.
仓库管理疏漏造成的货损，且判定由仓库承担责任。
The damage caused by the oversight of the warehouse management and the determination of the responsibility of the warehouse.
以上两种情况的处理，一般是做货权转移，即将下次货物的所有权转移给供应商或仓库。物权转移的做法，一般是原物权方做出库业务新物权方做入库业务。
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.
货主（货权方）自己承担责任的，只需要将货物移动到处理品区并做好冻结操作。
The cargo owner (cargo owner) is responsible for only moving the goods to the disposal area and doing the freezing operation.
从一般的仓库管理意义上看，仓库管理的货权方只有“货主”。但因为退货原因不同，整个物流环节中的任何一方（包括供应商、货主、承运商、仓库、收货人等）都可能要承担货损的责任。常见的货损责任处理办法就是赔钱“吃货”，也就是责任方将货损的商品花钱买下来。但这部分商品又要暂时存放在仓库。
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.
这就造成仓库里存放的商品可能会有多个货权方。仓库管理员如果没有这个“多货权”的概念，就容易导致退货商品在库存管理上的混乱，甚至搞乱整个仓库管理业务。绝大部分的管理工具软件（比如进销存软件或者ERP软件），因为没有多货主（多货权）的概念，只能通过设立子库存来管理。而子库存多的话，子库存之间的连带逻辑关系就会越来越复杂。
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、退货业务一般管理过程
Four, general management process of return business
对仓库管理来说，退货业务的处理方式千变万化，如果没有一套好的管理方式方法，就容易因为管理困难而将其归入到异常业务管理，变得剪不断理还乱。我们可以制定出一个通常的管理办法，使得其万变不离其宗，让其归入到正常的业务管理体系中。通常情况下，退货业务管理可以按照以下思路来处理：
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:
确定退货发生的环节：收货、库存、发货。同时也描述退货商品的详细情况，比如物料号、名称、规格；破损原因、数量。
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.
确定责任方：类型可能有供应商、货主、仓库、承运商、收货人，要填写实际的公司名称。确定责任方的时候，一定要留下有效的责任认定凭证，比如经过责任方签字确认的认可文件，或者邮件等内容。描述责任处理办法，比如仓库承担责任时，采取：“仓库买下破损商品，将钱交给货主”。
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、总结
Five. Summary
退货业务因为其产生的环节、责任的认定、处理方式等多样性，使得其在很多仓库业务中占用大量的时间，有的严重影响正常收发货业务。通过正确的思路来管理退货业务，可以有效提高退货业务管理效率、提高准确度，减少因为退货导致的各种纠纷；另一方面也是增强物流环节各方的信任关系，提高客户满意度的有效手段。通过本文的分析，退货业务首先是要确定责任方，进而由此确定瑕疵商品的物权，并进行相应的收发货处理。
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.
当然，因为退货业务造成仓库管理中同一商品多个物权的管理，仓库现场的员工是很难分辨的，这也是退货业务难管的最大原因所在。使用支持多货主（物权）、支持混合货位管理的WMS工具软件，可以帮助仓库企业有效提高退货业务管理效率、提高准确性，减少因为物权混乱而造成的各种纠纷。
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.
转自物流沙龙
http://www.jnlz56.com
