Senheng Goods Return

L'application Senheng Goods Return consiste à rechercher et à examiner les conditions des retours de marchandises.

The Senheng Goods Return App is designed to searching and reviewing Goods Returns’ condition by searching SO Number. This is to ensure a fully accurate and efficient stock return and exchange or refund process.

Outlet manager can request Goods Return directly through Goods Return App. Once login, the outlet manager or team needs to search SON or order number first and then select which product to return.

There are two conditions to ensure returned goods comply with Goods Return policy as below:

1. Valid document (either receipt or e-receipt) included as proof of purchase

2. The receipt is within 7 days from the date of the invoice by showroom or 15 days for marketplaces such as Lazada or Shopee.

Ways that goods being delivered to customer need to defined as well as below:

1. Through online purchase (By Home Delivery, Store Pickup, or Courier)

2. Through offline purchase (By Home Delivery, Self Collect or Courier)

Next, the reasons for goods return need to clarify as below:

1. Goods damaged (Broken, dented, cracked, scratched, etc.)

2. Goods defective or not functioning

3. Goods incomplete (Short of accessories, components, free gifts, etc.)

4. Wrong item/goods

While Conditions of goods would be set as below:

1. New Condition

2. Complete Set

3. Sealed Condition

4. Working Condition

5. Free Gift Return (if any) which Otherwise applicable if HOD/Area Manager identify then approve or reject on a case by case basis

Once finish selection, the outlet manager or team will need to take a photo of the product (on several angles if applicable) and key-in the product’s serial number. After that, the signature and remarks need to be taken. Once finished key-in and confirmed, the outlet manager or team can submit Goods Return request to the responsible Area Manager.

For Area Manager, once login to Goods Return App, he/she can view Goods Return submission and able to either approve or reject Goods Return submission. For rejected submission, the outlet manager or team will need to re-submit Goods Return.

While for approved submission, the outlet manager or team can proceed to either Return and Exchange or Return and Refund according to specific submission.

Return and Exchange:

1. For big items, the outlet manager or team will need to contact CCC for assist on instant service, follow by CDC for stock checking and new unit replacement for customers.

2. For small items (Small Appliances, Digital Gadgets), the outlet manager or team will need to contact HMO to arrange a reverse pickup. Once goods returned to CDC, HMO will open a new SON for new unit delivery. If customers could return to the outlet, the outlet team will CN then proceed to Stock Set Service.

3. LO head to cross-check on the “E-Form” and make sure all criteria/conditions have met once goods are returned.

4. LO will keep the faulty units while proceeding with the Depreciation process or Debit Note to the supplier.

Return and Refund:

1. LO head to cross-check on the “E-Form” and make sure all criteria/conditions have met once goods are returned.

2. LO keep the units and proceed to either Cancellation (CNPV), Depreciation (DV), or Debit Note (DN) based on condition.

3. CC or EO will proceed to refund once the sales order has been CN (canceled).