客户退货处理程序

Title Customer return Procedure NO.

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修订记录

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批准

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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政策)

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政策)，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 财务开具附属发票等相关手续，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.