客户退货处理程序
Title Customer return Procedure NO.
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修订记录
Revision History
编制人Author 日期
Date
修订内容
Change Description
版本号
Rev
批准
Approvals
职位Position
姓名
Name
签名
Signature
日期
Date
Title Customer return Procedure NO.
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1.目的Purpose
为了客户退货能够得到迅速有效的处理，确保客户满意
In order to dealing with customer complain rapidly and effectively, ensure customer satisfaction.
2.范围Scope
凡与本公司有业务往来的客户退货处理均适用
It is applicable to all customer return request
3.定义Definition
3.1 RMA：Return Material Authorization 退货授权
3.2 DSA：Development and Supply Agreement 开发与供应协议
3.3CQE：Customer quality engineer 客户质量工程师
3.4CS：Customer service 客户服务部
3.5QA：Quality department 质量部
3.6DOA: Delegation of authority 委托授权
3.7MRB：Material Review Board 物料评审委员会
4.职责Responsibility
4.1退货协议的填写和发出：客户质量工程师
Filling and releasing RMA: CQE
4.2退货协议中的单价，金额提供与确认：客户服务部
Providing unit price for RMA: CS
4.3退货协议的批准：质量经理等公司管理层(依公司的DOA)
Approval of unit price for RMA: QM and top management (follow DOA policy)
4.4 退货订单的发出：客户服务部
Releasing goods return order: CS
4.5 客户退货产品的验证、分析：由质量部主导，工程部，生产部及相关责任部门共同解决Verification and analysis of customer return goods: QA, Engineering, production and related team 4.6 退货产品的处理：仓库负责安排退货的取回，生产部负责将退货从仓库中领出及处理，如挑选，返工或报废，工程部负责下发返工或挑选的WI
Disposal of customer return goods: Warehouse get back return goods from customer side, production team is responsible to disposal return goods, such as sorting, rework or scrap, Engineering team is responsible for rework or sorting WI release.
5.程序Procedure
5.1 客户退货需求的处理Disposal of customer request
Title Customer return Procedure NO.
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5.1.1当客户索求RMA时，如该质量问题为我司责任，CQE将会参照与客户签订的标准确定是否接受RMA。如可接受，则CQE与客户协商RMA处理方式：换货或退货；如判定该质量问题非我司责任，则依《客户投诉处理程序》的5.3客户投诉的责任判定执行
When customer request RMA, if this quality problem is caused by Hi-P, CQE will follow agreement signed by customer & Hi-P (if there is one) or the standard procedure to determine acceptance of RMA. CQE should communicate RMA type with customer, including replacement or goods return; if this quality problem is not caused by Hi-P, then follow clause 5.3 Description of responsibility
5.1.2 RMA申请与审批RMA application and approval
CQE通过e-office申请RMA，并在备注内说明客户的要求（退货或换货），经由质量经理等公司管理层批准(依公司的DOA)，通知CS并向客户提供RMA编号
CQE apply for RMA via E-office with remarking customer request (return or replacement), follow DOA policy to get approval of QM and top management then
inform CS, and provide RMA No. to customer.
5.1.3 退货流程Goods return process
5.1.3.1 CS负责建立退货订单，通知仓库，财务，必要时，通知关务和客户
CS is responsible to release goods return order, inform warehouse team, finance, if necessary, involve custom team and customer.
5.1.3.2仓库负责安排不良品的取回，确保数量与RMA申请中的数量一致，如为海外客户，关务依
照海关的要求，准备相关资料并进行报关。收货后发出GRN并通知财务。
Warehouse team get defective goods from customer side, confirm actual quantity is same to RMA application form, if it is oversea customer, custom team needs to prepare related paper file.
Warehouse inform Finance after receive goods.
5.1.3.3 财务开具附属等相关手续，针对国内客户，发出credit, 针对国外客户，关务需提供退
运文件，财务发出Billing
Finance sends out related file, for local customer, issue the Credit, for oversea
customer, issue the Billing after custom provide paper file.
5.1.4换货流程Goods replacement process
5.1.4.1如果与客户协商换货，则CQE通知CS
If goods replacement, then CQE to inform CS
5.1.4.2 CS建立订单并安排换货，通知仓库，财务，必要时，通知关务和客户
CS set up order and then arranges the replacement，inform warehouse team, finance, if necessary, involve custom team and customer.
Title Customer return Procedure NO.
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5.1.4.3仓库负责从客户处取回不良品, 确保数量与RMA申请中的数量一致。
Warehouse team get defective goods from customer side, confirm actual quantity is same to RMA application form, and then entry the data into SAP system, MRB area
5.2退/换回的不良品处理Disposal of Return/ Replacement goods
5.2.1收到退/换货不良品后，仓库负责记录RMA号并区分相应的不良批次，由OQC认可同意后将其移入不合格区进行隔离
After receiving returned/ replaced goods, warehouse takes identification with RMA no. for defective goods, gets OQC confirmation and then moves it to MRB area.
5.2.2质量部及相关生产部门须对退货进行复验，并记录收集相关数据汇报给相关部门或顾客Quality department and related production team have to recheck the defective goods, and collect data to related department or customer.
5.2.3 对于客户生产线累积换货，质量部及相关生产部门须对退货进行复验，并进行汇总分析，针对主要不良原因工程部协助责任部门采取改善措施，推荐使用8D报告。
For customer production line replacement, quality team and related production team have to recheck the defective goods, and then perform analysis, responsible team with engineering team’s support to get root cause and
corrective action, 8D report is recommended.
5.2.4所有退回产品按照《不合格品控制程序》进行处理，CQE主导各部门会签“不合格评审单”，1个工作日之内完成不合格评审单的签核，不良品移入MRB区域
To follow to disposal return goods, CQE lead the signature for non-conforming product review report，finish this review and approval within 1 working day, and then warehouse moves the return goods to MRB area.
5.2.5 生产或相关部门依照批准的处理措施执行，如果处理措施为挑选或返工，工程部门需要提供相应的挑选/返工作业指导书。如果产品需要报废，必须征得客户的同意，并按照客户要求的方式执行报废，必要时拍照保留证据。
Production team or related department follow the action to disposal return goods, if the action is sorting or rework, the Engineering team needs to provide sorting/rework working instruction. If scrap on site, must get customer approval and then perform scrap by customer requirement, take photo as proof if necessary.
5.2.6 针对医疗器械产品，必要时依据《忠告性通知发布控制程序》发出忠告性通知或依据《医疗器械不良事件报告程序》进行不良事件的报告
For medical devices, if necessary, issue advisory notice as or issue adverse events report as .
Title Customer return Procedure NO.
版本号Rev.
发布日期
Released Date
页次
Page
Page 5 of 9
6.相关文件：
6.1 HiP-WTJE-IOP-Q007 不合格品控制程序Non-conforming product control procedure 6.3HiP-WTJE-IOP-Q045 忠告性通知发布控制程序Advisory notice issue control procedure
6.3 HiP-WTJE-IOP-Q046 医疗器械不良事件报告程序Adverse events reporting procedure
7.记录：
7.1 HiP-WTJE-FORM-QA-Q190 不合格评审单Non-conforming product review report 7.2 RMA Request RMA申请单RMA application form
8. 流程图Flow chart
8.1流程图1：国内客户退货流程：
Title Customer return Procedure
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客户
客户质量工程师 客服部
总经理/运营经理/
质量经理
仓库
财务
生产 过程输出
RMA 申请单
不合格评审单
8.1 Flow Chart 1: For domestic customer
退货
换货
N
Y
协商处理方式：退货/换货
发出RMA
批准？
建立订单
发货
N
Y
发出GDN 或包装单
发货
收货并发出GRN
冻结产品
账务结算
组织不合格评审
移入不良品库
库房销账 Y
N
收货
索求RMA
接受？
挑选 返工/返修 报废
接受？
储存
Title Customer return Procedure
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Customer
CQE CS
GM/OM/QM
W/H
Finance
Production Output
RMA
request form
Non-conform Review form
8.2流程图2：国外客户退货流程
Return
Exchang
N
Y
Negotiation of action with
customer
Action: Return/Exchange
Accept
I ssue RMA
Approve
Create order
Send good
parts
N
Y
Issue GDN or packing list
Ship to THE/T
Receive and issue GRN
Freeze goods
Credit
NC review
Special inventory
movement
Write-off Stock
Y
N
Receive
Require RMA
Sorting
Rework/Repair
Scrap
Accept
Stock
Title Customer return Procedure
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客户
客户质量工程师
客服部
总经理/运营经理/
质量经理
仓库
财务
关务
过程输出
RMA 申请单
N
Y
协商处理方式：退货
接受？
发出RMA
批准？
建立订单
N
Y
发出GDN 或包装单
发货
开附属
转到流程图1中的退货流程
报关
收货并发出GRN
索求RMA
Title Customer return Procedure
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Customer
CQE
CS GM/OM/QM W/H Finance Custom Output
RMA request
form
N
Y
Negotiation of action with customer Exchange
Accept
Issue RMA
Accept
Create Order
N
Y
Issue GDN or packing list
Ship to THE/T
Billing
Switch to return flow of Flow 1
Clearance of goods
Receive and issue GRN
Require RMA