化妆品店管理标准手册(退换货交易).doc

2.3.1.5 退换货交易 Exchange/Refund Procedure -- 顾客需退货退款时，收银员应立即通知当班经理。 Cashier must call Duty Manager when customer request Refund/Exchange. -- 当班经理先了解顾客退款理由，并请顾客提供收银条及货品，只有在顾客提供的资料有效的情况下，才进行退款交易，在收银机上，将顾客退货的货品条码、金额、购物日期、时间输入收银机内，退款交易方可完成。 Firstly, Duty Manager has to try to understand the reason why the customer wants to refund his/her payment, and then asks him/her to provide the receipt and the goods. The refund can be provided only after the customer provides all the valid materials. The refund can be completed after scanning the barcode, entering the value, the transaction code, the purchasing date and time into the cash register. -- 准确填写“退款单”（附表）上的内容，并留下顾客的姓名、地址、联络电话等资料，并由顾客在“退款单”上签名。 Correctly fill in the Refund Sheet (See attached), record the customer’s name, address, contact telephone number, etc, and have the customer sign his/her name on the “Refund Sheet”. -- 退款单必须连号使用。只允许在一本《退款本》用完后再使用另一本，不允许同时使用多本。 The “Refund Sheet” must be used according to its serial number strictly. Another “Refund Sheet” book is only permitted to be used after the former one has been used up. It’s not allowed to use two “Refund Sheet” books at the same time. -- 收银员与当值经理必须在“退款单”上签名。 The cashier and the Duty Manager should both sign their names on the “Refund Sheet”. -- 将顾客提供的原始收银条与退款收银条附在退款单后，收银条上须有收银员和当班签名。 After attaching the customer’s original receipt and the refunding receipt on the “Refund Sheet”, the cashier and the Shift Manager should sign their names on the both receipts. -- 区域经理或区域主管须过目每张“退款单”，并在“退款单”上签字确认。 The Area Manager/Area Supervisor must check each of the “Refund Sheet” and confirm it by signing his/her name on the “Refund Sheet”. -- 如涉及大额退款（超过400元），须第一时间与区域经理/区域主管联络。 As for the large sum of refund (￥400 or above), people should contact the Area Manager/Area Supervisor immediately. -- 退款时应核对顾客付款方式，如以信用卡付款，退款必须发生在同一张信用卡上。 When providing the refund, people should check the payment method. If it was paid by credit card, people must refund the payment to the same