B-end e-commerce - reverse order process

Order process refers to the process from order generation to the completion of the whole circulation , Thus formed a set of standard process rules . The processes of different product types or business types in the system will be very different , So when the company builds an online trading platform , You need to build the order process according to different types .
No matter what type of order, it includes forward process and reverse process , The corresponding scenario is the purchase of goods and the return and exchange process , The forward process is a normal online shopping step ： Order generation –> Payment order –> Seller delivery –> Confirm receipt –> Successful trade . And the reverse process of order refers to all kinds of modified orders 、 Cancellation of order 、 refund 、 Return and other operations , We need to sort out the relationship between these processes and positive processes , In order to sort out the complete order process of the order system .
The reverse flow of orders is a very headache , When I make the order process, I often don't want to take the initiative to involve the reverse process , I hope they can solve it offline , Because every time you comb the reverse process, you will lose a lot of hair , If order splitting is involved , That is to consider the feasibility of several schemes, and some problems may be missed . But reverse process is as important as forward process , When an order flows in, we must consider the problem of his withdrawal , Only in this way can we form a real order closed loop .
Order modification ： The information in the order can be sorted out , According to the degree of information relevance and business demands , Set the modifiable range of the order as , such as ： After the customer orders , I want to change the address and telephone number of the consignee . At this point, you just need to update the corresponding data .
Order cancellation ： The user did not pay after submitting the order , At this time, the user belongs to cancel the order in principle , Because it hasn't been paid yet , It's simpler , You just need to make up the inventory that was deducted when you submitted the order , Coupons used in promotional offers , Rights and interests depend on the rules of the platform , Make up accordingly .
refund ： After the user pays successfully , After the customer issues a refund request , Refund audit by merchant is required , After the two sides reach an agreement , The system should complete the refund in the form of a refund form , Link the original order data . Because there is no change in the goods , So there's no need to consider interaction with the inventory system , Just consider the interaction between the promotion system and the payment system .
Return goods ： After the user pays successfully , After the customer sends out a return request , Refund audit by merchant is required , After the two sides reach an agreement , The inventory system needs to be replenished , Payment system 、 The promotion system completes the refund in the form of a refund form . Last , On refund / In the return process , It needs to be combined with platform business scenarios , Consider the logic of preferential allocation , In the event of a refund / When returning goods , How to return the discount processing rules and procedures .
After the order is generated , There will be different reverse processes in the process of order circulation . As shown in the figure , Cancel the order in the status of pending payment ; Cancel the order in the status of pending shipment ; Apply for return or refund when the goods are to be received ; Apply for return or refund when the transaction is successful . Retreat occurs at different nodes 、 Exchange goods , The processing methods of the system are different . The order reverse process is divided into two ways: user initiative initiation and customer service initiation , The following is an example of users' initiative to initiate after-sales , Talk about the reverse order process .

1、 Cancel the order pending payment
When the customer voluntarily cancels the order after submitting the order or the customer fails to pay in time out , The status of the order changes to “ Order closed ”, It does not need to be reviewed by customer service .
2、 Order cancellation pending shipment
When the order is “ To be delivered ” In the state of , The user applies to cancel the order （ refund ）. Because after the user pays the order , There are two situations involved ,○1 Whether the order has been assigned to the supplier ,○2 Whether the supplier has received the order ,○3 Whether the supplier has actually delivered . If the order has not been assigned to the supplier or the supplier has not received the order after the assignment , Orders can be closed directly by the platform , Return the money to the customer ; If the order has been assigned to the supplier and the supplier has received the order , At this time, the customer's cancellation of the order still needs to be confirmed by the supplier , The order can be cancelled only after the supplier agrees ; If the supplier has delivered , Then only after the customer receives the order and signs , Change to return process , Need to send the goods back （ Similar to 3 In this case ）, This situation involves the warehousing and delivery of goods , So the process is complicated .
3、 To be received / Return after successful transaction
When the order is “ To be received ” or “ Successful trade ” When , The customer applies for return . First of all, explain “ To be received ” Why is it allowed to apply for return under status ？ After shipment , Users don't want “ Confirm receipt ”, Want to return directly , This is a very common user psychology .
After the customer submits the return application , It needs to be reviewed by customer service . The audit failed , Return to the original state ; After passing the audit , Inform the customer of the return address （ Warehouse ） Or pick it up at home , The customer fills in the return information （ Logistics information, etc ）, Before officially entering the core return process . The system generates a return receipt document , When the warehouse receives the return , Make a refund . Many platforms support the return of some goods on orders , When SKU Full withdrawal , The status of the original order directly changes to “ transaction close ”. When some goods in the order are returned 、 On refund , The status of the original order remains unchanged , maintain “ To be received cargo ” or “ Successful trade ” state , At the same time, some after-sales orders are generated . The remaining order goods are still allowed to be sold , These should be designed according to the specific situation of your platform .