退貨業務不好管？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，倉庫經理或者倉庫主管一般是這么劃分倉庫作業內容的：收貨業務、發貨業務、退貨業務、庫內管理。將退貨業務作為倉庫作業的主要內容，和收貨、發貨并列，在一般理解上這似乎是天經地義的事情。
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.
正常的物流業務（如發貨業務）都是相對單一而且穩定的，而退貨業務往往是復雜多變的。發生退貨業務的概率遠遠低于正常業務，但在復雜度上又遠遠高于正常業務。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%的異常業務。對于物流企業來說，降低異常業務概率以及提高異常業務處理能力（處理效率），都是能有效提高業務效益同時也能體現企業的管理能力。
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的項目做不下去，是因為異常（退貨）業務管理不力，導致整個業務體系崩潰，最終喪失了客戶的信任而丟失業務。那么是否能找到有效的（可復制的）退貨業務管理機制，來幫助這些企業提高退貨業務管理能力呢。
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、退貨業務的本質是收貨業務
Two, the essence of return business is receiving business.
從系統工程的角度看，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管理，輸出就是發貨出庫。在IPO模型里，沒有（沒必要）定義退回這種特殊情況，如果輸入的內容需要退回，那其實是經過處理后的輸出；如果輸出的內容需要退回，那其實是經過處理后的再輸入。對倉庫管理來說，收貨的逆向，其實就是發貨；發貨的逆向，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、退貨業務管理的關鍵是確立貨權
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任方，一般是誰造成的退貨誰承擔責任；承擔責任的人最直接的做法就是“吃下”這批的退貨（至于責任產生的賠償我們后續再講）。也就是說，責任方，其實就是物權方。
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)
倉庫收貨時如果發現貨物有瑕疵，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，物權方是供應商。
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，則進入到普通存儲區。
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），則進入到待處理存儲區，并且設置好凍結標記。
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生擦碰、淋濕等情況，導致商品無法正常出庫，這時候就要辦理退貨出庫手續。
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.
入庫時未發現的商品自身瑕疵判定由供應商承擔責任。
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，且判定由倉庫承擔責任。
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，一般是做貨權轉移，即將下次貨物的所有權轉移給供應商或倉庫。物權轉移的做法，一般是原物權方做出庫業務新物權方做入庫業務。
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（貨權方）自己承擔責任的，只需要將貨物移動到處理品區并做好凍結操作。
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，倉庫管理的貨權方只有“貨主”。但因為退貨原因不同，整個物流環節中的任何一方（包括供應商、貨主、承運商、倉庫、收貨人等）都可能要承擔貨損的責任。常見的貨損責任處理辦法就是賠錢“吃貨”，也就是責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方。倉庫管理員如果沒有這個“多貨權”的概念，就容易導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務。絕大部分的管理工具軟件（比如進銷存軟件或者ERP軟件），因為沒有多貨主（多貨權）的概念，只能通過設立子庫存來管理。而子庫存多的話，子庫存之間的連帶邏輯關系就會越來越復雜。
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、退貨業務一般管理過程
Four, general management process of return business
對倉庫管理來說，退貨業務的處理方式千變萬化，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務管理，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務管理體系中。通常情況下，退貨業務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:
確定退貨發生的環節：收貨、庫存、發貨。同時也描述退貨商品的詳細情況，比如物料號、名稱、規格；破損原因、數量。
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.
確定責任方：類型可能有供應商、貨主、倉庫、承運商、收貨人，要填寫實際的公司名稱。確定責任方的時候，一定要留下有效的責任認定憑證，比如經過責任方簽字確認的認可文件，或者郵件等內容。描述責任處理辦法，比如倉庫承擔責任時，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
Five. Summary
退貨業務因為其產生的環節、責任的認定、處理方式等多樣性，使得其在很多倉庫業務中占用大量的時間，有的嚴重影響正常收發貨業務。通過正確的思路來管理退貨業務，可以有效提高退貨業務管理效率、提高準確度，減少因為退貨導致的各種糾紛；另一方面也是增強物流環節各方的信任關系，提高客戶滿意度的有效手段。通過本文的分析，退貨業務首先是要確定責任方，進而由此確定瑕疵商品的物權，并進行相應的收發貨處理。
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.
當然，因為退貨業務造成倉庫管理中同一商品多個物權的管理，倉庫現場的員工是很難分辨的，這也是退貨業務難管的最大原因所在。使用支持多貨主（物權）、支持混合貨位管理的WMS工具軟件，可以幫助倉庫企業有效提高退貨業務管理效率、提高準確性，減少因為物權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.
轉自物流沙龍
http://m.huashihotelguangzhou.cn
