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Returns and refunds

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Handling returns well protects customer satisfaction and keeps stock and accounts accurate. Odoo Sales offers two return processes, depending on whether the order has been invoiced yet.

Returns before invoicing

Before an invoice has been sent or validated, use Reverse Transfers to process the return. The Inventory app must be installed.

  1. Open the sales order in Sales and click the Delivery smart button to open the delivery order.
  1. On the validated delivery order, click Return to open the Reverse Transfer pop-up.
  1. Quantities default to the validated amounts. Adjust them or remove lines with the trash icon as needed, then click Return to confirm.
  1. Once the returned items are physically received, the warehouse team clicks Validate to confirm the operation.

Returns after invoicing

If the order has already been invoiced, check the payment status first: a paid invoice shows a green In Payment banner and its details appear in the chatter. The invoice itself cannot be modified at this point.

  1. Click the Delivery smart button to open the validated delivery order, then click Return to launch the Reverse Transfer window, adjust quantities, and click Return to confirm.
  2. Once items are physically returned, the warehouse team validates the operation.
  3. Go back to the sales order and click the Invoices smart button, then click Credit Note at the top of the invoice.
  4. Enter a Reason, select a Journal, and choose a Reversal Date.
  1. Click Reverse, or Reverse and Create Invoice, review the draft, and confirm to issue the credit note. Allocate the credit against the customer’s outstanding invoices as needed.

Frequently asked questions

Do I need the Inventory app for returns?

Yes, Reverse Transfers requires the Inventory app to be installed and configured.

How do I refund a customer after invoicing?

Open the invoice from the sales order’s Invoices smart button and click Credit Note, then complete the reason, journal and reversal date.

Can I choose which products to include in a return?

Yes. Quantities default to the validated amounts, but can be adjusted or removed line by line.

Need help?

Need help processing returns or refunds in Odoo Sales? Contact support@thoughtlogik.com or see our Odoo implementation services.

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