Repair orders¶
Sometimes, products delivered to customers can break or be damaged in transit, and need to be returned for a refund, delivery of a replacement product, or repairs.
In Odoo, repairs for products returned by customers can be tracked in the Repairs app. Once repaired, products can be redelivered to the customer.
The repair process for damaged products typically follows the steps below:
Create a repair order for the returned product.
Process the repair for the RO.
Return the repaired product to the customer.
See also
Create a repair order¶
When a damaged product is returned, its repair can be tracked by creating a repair order (RO). To create a new RO, navigate to the Repairs app and click New, then fill in the following form fields:
Customer: The customer requesting the repair.
Product to Repair: The product that needs repair. If the product is tracked by lot or serial number, an additional Lot/Serial field appears to specify the lot or serial number of the repair product.
Under Warranty: Select this checkbox if the product being repaired is covered by a warranty. The Customer is not charged for RO parts covered under warranty.
After specifying details about the customer’s repair, fill in the following fields:
Scheduled Date: The date to start the repair.
Responsible: The user in the database responsible for the repair.
Company: The company this RO belongs to, if in a multi-company environment. This field is automatically populated and non-modifiable.
Tags: Relevant tags to apply to this RO.
Parts tab¶
The Parts tab tracks parts to add, remove, or recycle during the repair. To specify a part, click Add a line.
Product: The part to be added, removed, or recycled.
Type: Select one of three options from the drop-down:
Add: Add this component for use during the repair.
Remove: Remove this component from the product being repaired.
Recycle: Save this component for later use in the warehouse.
Demand: Specify the quantity of this part to be used in the repair, if necessary.
Quantity: Automatically updated with the number of parts actually used. This field can be manually changed, if needed.
Unit: Select the unit of measure for the part.
Tip
To add additional columns to the line, click the (optional columns drop-down) icon in the header row. Select the desired options to add to the line, such as the Deadline field and Serial Numbers field.
Services tab¶
The Services tab tracks service-type products for the RO, such as labor or diagnostics, for traceability and invoicing purposes. To add a service, click Add a line, then select a service product from the drop-down menu.
Set the Quantity and Unit of the service, then click Save.
Repair Notes tab¶
The Repair Notes tab is used to internally document important information about the repair. Repair notes should be added whenever information needs to be recorded for reference, clarification, or documentation.
Example
Repair notes can be used to document:
Visible damage that may show the repair is not covered under warranty.
The condition of the product before and after the repair.
Instructions for the repair process.
Specific customer requests.
Process a repair order¶
Once all desired configurations have been made on the RO form, click Confirm Repair. This moves the RO to the Confirmed stage and reserves the necessary components needed for the repair. Once confirmed, a Component Status field appears on the RO form, indicating whether the repair order is Available or Not Available based on the availability of the parts.
Once ready, click Start Repair. This moves the RO to the Under Repair stage. If the RO should be canceled instead, click Cancel.
Once all products have been successfully repaired, the RO is completed. To register this in the database, click End Repair.
Note
When the quantity consumed for a part or service differs from the initial demand, click End Repair, and a Consumption Warning pop-up window appears, listing the expected (To Consume) and actual (Consumed) quantity for each affected product. Select one of three options to continue:
Confirm: Validate the RO with the quantities as they currently are.
Set Quantities & Validate: Update the demand of each line to match the quantity consumed before validating.
Discard: Close the pop-up window without ending the repair.
Ending the repair moves the RO to the Repaired stage. If the repair recorded any product moves, a Product Moves smart button also appears above the form. This smart button does not appear if the RO is canceled.
Click the Product Moves smart button to view the product’s Inventory Moves history during and after the repair process.
Return a product to the customer¶
To return a repaired product to the customer, navigate to the Sales app and select the original SO from which the initial return was processed. Then, click the Delivery smart button.
From the resulting list of operations, click the reverse transfer, indicated by the
Source Document, which should read Return of WH/OUT/XXXXX.
This opens the return form. At the top of this form, a Repair Orders smart button now appears, linking this return to the completed RO.
Click Return at the top of the form. This opens a Reverse Transfer pop-up window.
This pop-up lists the Product included in the order, the Quantity delivered to the customer, and the Unit of Measure the product was in.
Click the value in the Quantity field to change the quantity of the product to be returned, if necessary.
Click the (trash) icon at the far-right of the product line to remove it from the return, if necessary.
Once ready, click Return to confirm the return. This creates a new delivery for the returned products.
When the delivery has been processed and the product has been returned to the customer, click Validate to validate the delivery.