任务3 销售退货收货作业
Task Three Sales Return and Receipt Operations

任务导入 Lead-in

收货组张组长：李亮，今天有几家零售门店退货会抵达仓库，请安排好配送司机上门提货并做好收货入库工作。

收货组员李亮：好的，张组长，我一会儿会去查看下商品退货单，再次确认相关信息。

收货组张组长：嗯，明确下退货的原因，同时，退货跟踪也要及时跟进，交接的单据要按规定进行签收整理。

收货组员李亮：好的，张组长。

Leader Zhang of Receiving Team: Li Liang, some goods from several retail stores will arrive at the warehouse today, please arrange for the delivery driver to pick up the goods and make sure of receiving and warehousing.

Member Li of Receiving Team: Okay, Team Leader Zhang, I will check the goods return form in a while and reconfirm the relevant information.

Leader Zhang of Receiving Team: Well, clarify the reason for the return, and at the same time, the return tracking should also be followed up in time, and the handover documents should be signed and sorted out according to the regulations.

Member Li of Receiving Team: Okay, Team Leader Zhang.

销售退货收货业务认知 The Cognition of Sales Return and Receipt Operation

销售退货收货通常是指仓库已经发货出库并已办理出库手续的商品，客户因商品质量、效期问题或其他原因且满足退换要求会发起销售退货需求，然后安排仓储部门进行退货收货作业。退货为仓库日常作业中的逆向流程，因涉及费用问题，故在货物接收时需做好商品质量把关与状态记录，以便于后续的分类处理。

Sales return and receipt usually refers to the goods that have been shipped out of the warehouse and have gone through the outbound procedures, and the customer will initiate a sales return demand due to the quality of the goods, expiration date problems or other reasons and meet the return requirements, and then arrange the warehousing department to return and receive the goods. Return is a reverse process in the daily operation of the warehouse. As it involves cost issues, it is necessary to do a good job of goods quality control and status record when receiving the goods, so as to facilitate subsequent classification and processing.

导致退货的原因多种多样，一般而言，可以分为以下几种：

1.协议退货

与仓库订有特别协议的季节性商品、试销商品、代销商品等，协议期满后，剩余商品仓库给予退回。

2.有质量问题的退货

对于不符合质量要求的商品，接收单位提出退货，仓库将给予退换。

3.搬运途中损坏退货

商品在搬运过程中造成产品包装破损或污染，仓库将给予退回。

4.商品过期退回

有保质期的商品在送达接收单位时或销售过程中超过商品的有效保质期，仓库予以退回。

5.商品送错退回

送达客户的商品不是订单所要求的商品，如商品条码、品项、规格、重量、数量等与订单不符，都必须退回。

There are various reasons for returns, but in general, they can be divided into the following.

1.Negotiated returns

Seasonal goods, trial sale goods, consignment goods, etc., which have a special agreement with the warehouse, will be returned to the warehouse after the expiration of the agreement.

2.Returns with quality problems

For goods that do not meet the quality requirements, the receiving unit will return the goods, and the warehouse will give them a return.

3.Return of damage during handling

If the product packaging is damaged or contaminated during the handling process, the warehouse will return it.

4.Expired goods are returned

If the goods with the expiration date exceed the effective shelf life of the goods when they are delivered to the receiving unit or during the sales process, the warehouse will return them.

5.The goods are returned by mistake

If the goods delivered to the customer are not the goods required by the order, such as the barcode, item, specification, weight, quantity, etc. of the product do not match the order, they must be returned.

销售退货收货岗位人员及其职责 The Sales Return Receipt Post Personnel and Their Responsibilities

销售退货收货作业岗位涉及到的主要岗位包括：零售店客户、配送司机、配送调度组员、仓储收货组员及货主客服专员，各岗位主要工作内容如表1.3.1所示。

The main ones involved in the sales return and receipt operation positions include: retail store customers, delivery drivers, distribution dispatching team members, warehousing and receiving team members and consignor customer service specialists, and the main work content of each position is shown in Table 1.3.1.

销售退货收货作业流程 Sales Return and Receipt Workflow

具体实施步骤 Specific Implementation Steps

退货回仓

（1）司机将退货运回仓库，并由调度组员记录退货入库时间（图1.3.2）。

Return to the warehouse

（1）The driver will return the goods back to the warehouse, and the dispatching team will record the return storage time (Figure 1.3.2).

（2）司机将货物运送至收货暂存区后，按照收货组员告知的货物码放规定，将货物卸至托盘上（图1.3.3）。

（2）After the driver transports the goods to the receiving temporary storage area, the goods are unloaded onto the pallet according to the goods stacking regulations informed by the receiving team members (Figure 1.3.3).

（3）码放好后由收货组员收货，司机将 “商品退货单”交给收货组员。

（3）After the code is placed, the receiving team member will receive the goods, and the driver will hand over the "goods return form" to the receiving team member.

清单复核

收货组员按照退货收货规定进行退货收货，并需要注意货品实物与【WMS】系统“退货入库单”的明细要一致（图1.3.4）。

Checklist review

The receiving team members shall return and receive the goods in accordance with the return and receipt regulations, and need to pay attention to the physical goods and the details of the "return inbound list" of the [WMS] system (Figure 1.3.4).

任务领取

（1）收货组员携带工具（RF终端（已联网并安装【WMS】系统）、LPN标签、记号笔、开箱器），开始系统收货。

Task requisition

（1）The receiving team members carry tools (RF terminal (networked and installed with [WMS] system), LPN tag, marker, unpacker) to start the system receiving.

（2）收货组员使用RF终端点击进入【WMS】系统，在主界面点击进入【LPN收货】界面（图1.3.5、图1.3.6、图1.3.7）。

（2）The receiving team member uses the RF terminal to click into the [WMS] system, and clicks to enter the [LPN Receiving] interface on the main interface (Figure 1.3.5, Figure 1.3.6, Figure 1.3.7).

（3）在【客户单号】处，扫描“退货入库单”（商品退货单） 上的单号（图1.3.8）。

（3）In the [Customer Order Number], scan the tracking number on the "Return Warehousing Order" (Goods Return Order) (Figure 1.3.8).

收货检查

进入【验货】界面。

具体需要完成以下步骤：

① 在【LPN】处扫描LPN标签，同时将LPN粘贴在货物外箱上（图1.3.9）。

② 在【货物】处扫描商品条码（图1.3.10）。

③ 在【出厂日期】处，输入货品生产日期（或者在【失效日期】处输入失效日期）。在【货物状态】处，选择对应的货品状态，如【正品】、【残次品】、【二等品】等，点击【确认】，系统返回【验货】界面（图1.3.11）。

Receipt Inspection

Enter the [Inspection] interface.

To complete the following steps:

① Scan the LPN label at [LPN] and paste the LPN on the outer box of the goods at the same time (Figure 1.3.9).

② Scan the barcode of the product at [Goods] (Figure 1.3.10).

③ In the [Ex-Shipped Date] field, enter the production date of the goods (or enter the expiration date in the [Expiration Date] field). In the [Goods Status] section, select the corresponding status, such as [Genuine], [Defective ], [Second Class], etc., click [Confirm], and the system will return to the [Inspection] interface (Figure 1.3.11).

④ 收货组员开始清点实物数量。在【EA】处输入散件数量，继续重复2至4步操作将剩余SKU分别验货，直至所有货品验货完成，点击【封箱F2】，系统提示【验货完成】，此单收货作业完成（图1.3.12、图1.3.13）。

④ The receiving team members begin to count the physical quantity. Enter the number of bulk goods in [EA], continue to repeat the 2 to 4 steps to inspect the remaining SKUs separately until all goods inspection is completed, click [Sealing F2], the system prompts [Inspection Completed], and the receipt of this order is completed (Figure 1.3.12, Figure 1.3.13).

单据交接

（1）收货完成后，在系统打印交接凭据。

（2）双方进行验货签收。

打印一式两份，按照货物交接单据规定，进行签收确认。仓库人员与配送司机各自留存一份。

Document Handover

（1）After the receipt is completed, print the handover voucher in the system.

（2）Both parties shall inspect and sign for receipt.

Print in duplicate and sign for confirmation in accordance with the provisions of the goods handover documents. The warehouse staff and the delivery driver each keep a copy.

单据整理

收货组员每天整理收货单据（包含退货单、退货入库单），按日期归类装订好，并在固定位置（左上角）粘贴日期标签，放置在指定归纳盒中（图1.3.14）。收货组长每天检查整理好的单据，按日期将纸质文件汇总打包，装箱储存（图1.3.15）。

Document collation

The receiving team members organize the receipt documents (including return orders and return warehousing orders) every day, classify and bind them according to the date, paste the date label in a fixed position (upper left corner), and place them in the designated induction box (Figure 1.3.14). The receiving team leader checks the sorted documents every day, summarizes and packs the paper documents according to the date, and packs them for storage (Figure 1.3.15).

作业完成

收货作业已完成，收货组员通知上架组员准备上架。

Operation completion

The receiving operation has been completed, and the receiving team member notifies the shelving team member to prepare for the shelving operation.

专业核心词汇 Vocabulary

销售退货收货作业 sales return and receipt operation

退货回仓 return to the warehouse

配送调度 distribution scheduling

清单复核 checklist review

正品 genuine product

残次品 defective product

二等品 second-class product

封箱 sealing

退货入库单 return inbound document

单据交接 document handover

学习拓展 Further Reading

百世物流作业规定（参考）

一、退货跟踪规定

1.调度组员每天跟进“商品退货单”回仓情况，监督司机及时带货回仓。

2.司机退货回仓时效：

（1）在客户收货时发生的退货（事中退货），司机必须在24小时内将客户确认退货签字的“验货交接单”和退货带回仓库，并请客户及时联系货主客服专员提交“商品退货单”。

（2）其他时间的退货（事后退货），司机需要在调度专员交接“退货入库单”的48小时内前往揽收并退货回仓。

二、货物交接单据规定

1.收货组员只在【WMS】系统打印的“退货入库单”据上进行签字、盖章；而不接受其他单据进行签字和盖章。

2.【WMS】系统“退货入库单”需要具备司机签收信息（包含司机签字、联系电话、车辆牌照）、仓库签收信息（包含收货人签名、收货日期时间、是否有差异及明细、仓库收货章）；其中差异需要注明具体信息（包含货品、实收数量、差异数量等）。

三、退货服务规定

1.调度组员每天跟进“退货入库单”回仓情况，监督司机及时带货回仓。

2.司机退货回仓时效：

（1）在客户收货时发生的退货（事中退货），司机必须在24小时内将客户确认退货签字的“验货交接单”和退货带回仓库，并请客户及时联系货主客服专员提交“商品退货单”。

（2）其他时间的退货（事后退货），司机需要在调度专员交接“退货入库单”的48小时内前往揽收并退货回仓。

BEST Logistics Operation Regulations (Reference)

Ⅰ Return tracking regulations

1.The dispatching team members follow up the return of the "goods return form" to the warehouse every day, and supervise the driver to bring the goods back to the warehouse in time.

2.Driver's return to the warehouse:

(1) In the event of a return (in-process return), when the customer receives the goods, the driver must bring back to the warehouse the "inspection handover form" and the return signed by the customer confirming the return within 24 hours, and ask the customer to contact the customer service specialist of the owner to submit the "goods return form" in time.

(2) For returns at other times (post-event returns), the driver needs to go to the pick-up and return the goods to the warehouse within 48 hours after the dispatcher hands over the "return warehousing form".

Ⅱ Provisions on the delivery of goods

1.The receiving team members only sign and seal the "return warehousing form" printed by the [WMS] system; Other documents are not accepted for signature and sealing.

2.The "return warehousing form" of the [WMS] system should include the driver's signature information (including the driver's signature, contact number, vehicle license plate), warehouse receipt information (including the consignee's signature, the date and time of receipt, whether there are discrepancies and details, and the warehouse receipt seal); The difference needs to indicate specific information (including goods, actual quantity, difference quantity, etc.).

Ⅲ Regulations on return service

1.The dispatching team members follow up the return of the "return warehousing list" to the warehouse every day, and supervise the driver to bring the goods back to the warehouse in time.

2.Driver's return to the warehouse:

(1) In the event of a return (in-process return) when the customer receives the goods, the driver must bring back to the warehouse the "inspection handover form" and the return signed by the customer confirming the return within 24 hours, and ask the customer to contact the customer service specialist of the owner to submit the "commodity return form" in time.

(2) For returns at other times (post-event returns), the driver needs to go to the pick-up and return the goods to the warehouse within 48 hours after the dispatcher hands over the "return warehousing form".

知识巩固 Consolidation

排序题

以下词条为销售退货收货作业具体步骤，如退货回仓为第一步，则用数字标明①，后续步骤请按照作业顺序依次进行编号。
清单复核（   ）
退货回仓（   ）
任务领取（   ）
作业完成（   ）
单据交接（   ）
收货检查（   ）
单据整理（   ）
答案：②①③⑦⑤④⑥

选择题

1.销售退货收货作业岗位涉及到的主要岗位包括：（   ）
A.配送司机
B.配送调度组员
C.仓储收货组员
D.供应商业务员
答案：ABC

2.收货组员需要整理销售退货收货单据，具体包括：（   ）
A.退货入库单
B.供应商送货单
C.退货单
D.商品采购订单
答案：AC

3.导致退货的原因多种多样，一般可以分为：（   ）
A.搬运途中损坏退货
B.有质量问题的退货
C.商品过期退回
D.协议退货
E.商品送错退回
答案：ABCDE

判断题

1.在系统打印交接凭据时，需要打印一式1份，按照货物交接单据规定，进行签收确认。  （   ）
答案：×

2. 退货回来的货物状态，通常划分为三种，具体为【正品】【残次品】【二等品】。  （   ）
答案： √

技能训练

训练任务：销售退货收货作业

【训练目标】

1.熟练掌握销售退货收货作业流程，并能够准确熟练完成WMS系统操作。

2.通过完成专项技能训练任务，掌握收货验收作业流程，包括核对单据内容检查货物外观与数量以及确认验收工作，并学会对验收过程中的异常货品进行处理。要求学生在验收过程中做到准确无误，严肃认真。

【训练内容】

1.岗位分配

明确销售退货收货作业岗位设置，将小组成员进行人员划分。

2.在ERP创建了自建一份销售退货订单，具体信息可参考如下：

3.系统组员登录【WMS】系统，收到一份预计到货通知，具体信息如下表所示：

4.请以小组为单位，完成销售退货收货作业。

【训练步骤】

1.司机将退货运回仓库，并由调度记录退货入库时间。

2.司机将货物运送至收货暂存区后，按照收货组员告知的货物码放规定，将货物卸至托盘上，并将商品退货单交给收货组员。

3.收货组员按照退货标准进行退货收货。

4.收货组员使用RF终端点击进入【WMS】系统。

5.收货组员进入【LPN收货】界面。

6.收货组员进入【验货】界面。

7.收货完成后，在系统打印交接凭据，双方进行验货签收。

8.收货组员每天整理收货单据， 收货组长每天检查整理好的单据，按日期将纸质文件汇总打包，装箱储存。

【考核评价】

工作视频

销售退货收货作业-1工具准备

销售退货收货作业-2退货回仓

销售退货收货作业-3系统操作

销售退货收货作业-4异常处理

课件

销售退货作业双语版课件

任务小结

本节课学习任务要点梳理如表1.3.5所示：