SOP20.0–V212/26/2011AuditDepartmentPagePAGE4PolicyNo政策编号PolicyandProcedure政策与流程EffectiveDate生效日ApprovedBy核准RelatedItems相关项目InvoiceIssuing开发票流程PriceCheck核价流程ManagementofSafe金库管理OperationOfCashier收银员操作流程SOP-20.0Return/Refund/DifferenceReimbursement退货、退款、退差价流程1.0Purpose目的1.01Toguaranteethehighestsatisfactorytoourcustomers.为使顾客满意，提高服务质量。1.02Toensurestoresperformingreturn/refundandreimbursethedifferencetoourcustomerinaunifiedway.确保价格牌正确，与公司规范的一致。2.0Policy政策2.01OnlyESMorDutyESLarepermittedtoauthorizeReturns/RefundsorReimbursementstoourCustomers.只有店长或当班的值班长，有权决定是否可退货。2.02Toallowexchangeorrefundofanyitemreturned(withareceipt)within30days.顾客自购买之日起30天内凭收银条可退、换货。2.03AllTescoOwnBrandproductswithinitsshelflifecanbereturnorexchangewithoutreceipt.所有乐购自有品牌的商品均可在商品保质期限内退换，无须发票。2.04NoreturnsorexchangesofChilledFreshProductswithinthevalidShelfLifeiftheywerepurchasedlongerthan24hourspreviously.保质期限内的冷藏生鲜产品购买时间超过24小时不允许退货或换货。2.05NOReturnonAlcoholorSpiritsunlessqualityissueshavebeenverified.酒类不可退或换除非质量问题已被核实。2.06NoreturnsonRTCproducts.已告知的有瑕疵的清仓商品。不可退换货。2.07All‘BuyOneGetOneFree’orpromotioncombinationreturnsmustpresentbothproductsforrefund.所有买一送一或是促销组合的所有商品都须同时退回。2.08Allrefundswillbepaidincash,tothevalueoftheitemprintedonthereceipt,nomatterwhattheoriginalpaymentmethodusedwas.ExceptpaidinBankcards,andICcards.所有退货须按收银条上原始金额以现金方式支付，不论顾客当初以何种方式付款。除所有银行卡和IC卡。2.09ThereportsshouldbefiledintotheReturnFolder,andkeptforsixmonths.所有相关报表必须在“退货文件夹”中存档六个月。2.10IfrefundthedifferenceduetoStorefailstofollowPriceManagementproceduresthenstoreneedstoberesponsiblefortheloss.因门店原因造成的价格错误，由门店自行承担。3.0Procedure流程3.01WhencustomeraskforReturnorRefund,whatyouhavetodo:当顾客要求退款或退货时，你应该做以下：Askcustomersthereasonsforreturnorrefund.询问退款或退货原因。Askcustomersfortheoriginalreceipt.询问顾客是否有原始收银条。Checkiftheitemmatcheswiththeitemonthereceipt.检查顾客交出的商品是否符合收银条上的描述。Alwayssuggestcustomertoexchangeratherthanreturn.总是建议顾客做换货替代退货。3.02Canbereturnedorexchanged,when:门店可允许顾客退换货当：Purchasedprod