Process 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 return and repair process for damaged products typically follows the below steps:
Return order¶
Returns can be processed in Odoo via reverse transfers, created directly from a sales order (SO) once products have been delivered to a customer.
To create a return, navigate to the , and click into an SO from which a product should be returned. Then, from the SO form, click the Delivery smart button. Doing so opens the delivery order (DO) form.
From this form, click Return. 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 receipt for the returned products.
Once the product has been returned to the warehouse, receipt of the return can be registered in the database by clicking Validate from the reverse transfer form.
Tip
Once a reverse transfer for a return is validated, the value in the Delivered column on the original SO updates to reflect the difference between the original Quantity ordered, and the Quantity returned by the customer.
Create repair order¶
Once products have been returned, their repairs can be tracked by creating a repair order (RO).
Repair form configuration¶
To create a new RO, navigate to , and click New. This opens a blank RO form.
On this form, begin by selecting a Customer to whom the order should be invoiced and delivered.
In the Product to Repair field, click the drop-down menu to select the product that needs repair. If the product chosen is tracked by lot or serial number, an additional Lot/Serial field appears for the user to specify the lot or serial number of the repair product.
Next, tick the Under Warranty checkbox, if the product being repaired is covered by a warranty. If ticked, the Customer is not charged for all the parts used in the repair order.
After specifying details about the customer’s repair, fill in the following fields:
Scheduled Date: Specific date to start the repair.
Responsible: Specific user in the database responsible for the repair.
Company: Specific 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 allows users to specify parts to add, remove, or recycle during the repair. To specify a part, click Add a line.
In the Type column, click the box to reveal three options to choose from:
Add: Add this component for use during the repair.
Remove: Remove this component from the product being repaired.
Recycle: Recycle this component during the repair, saving it for later use in the warehouse.
Next, configure information about the part in the remaining columns:
Product: Select which part should be added, removed, or recycled.
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 UoM 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.
Repair Notes tab¶
Click the Repair Notes tab to add internal notes about this specific RO (e.g., anything the user performing the repair might need to know).
Initiate repair¶
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. A Component Status also 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 cancelled instead, click Cancel Repair.
Once all products have been successfully repaired, the RO is completed. To register this in the database, click End Repair.
Note
If all parts added to the RO were not used, clicking End Repair causes a Confirmation pop-up window to appear. The pop-up window informs the user that there is a difference between the initial demand and the actual quantity used for the repair order.
To validate, click Ok. Otherwise, click Cancel.
Ending the repair moves the RO to the Repaired stage. A Product Moves smart button also appears above the form.
Click the Product Moves smart button to view the product’s moves history during and after the repair process.
Return product to customer¶
If the product is under warranty, it can be returned to the customer after the repair.
However, if the product is not under warranty, click Create Quotation. This opens a new SO form, pre-populated with the parts used in the RO, with the total cost of the repair calculated.
If this SO should be sent to the customer, click Confirm, and proceed to invoice the customer for the repair.
Tip
If the customer should be charged for a repair service, a service type product can be created and added to the SO for a repaired product.
To return the product to the customer, navigate to the , 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.
See also