Introduction
In any sales-oriented business, handling returns and exchanges is an inevitable aspect of customer service. Whether it's due to dissatisfaction, incorrect deliveies, or simply a change of mind, the ability to process product returns and offer replacements is crucial to maintaining customer trust and operational integrity.
Odoo 18 Enterprise simplifies this process through an integrated and intuitive flow within the Sales and Inventory modules. It not only supports direct product returns but also introduces an Exchange feature — a practical solution for offering product replacements in a single streamlined flow. This blog walks you through how to manage Sales Returns and Product Exchanges step-by-step using Odoo 18 Enterprise.
Purpose:
The objective of this guide is to:
Demonstrate the return and replacement process in Odoo 18 Sales.
Ensure proper tracking of stock movement and financial impact.
Maintain transparency in customer service with traceable return/exchange flows.
Provide a smooth and organized workflow for managing after-sales requests.
Step-by-Step Flow
1. Create a Sales Order
Navigate to the Sales module.
Click New to create a new quotation.
Add customer details, quotation and expiration dates, price list, payment terms, and other related information.
Under Order Lines, add the product (e.g., 10 units of TABLE at $150 each).
Confirm the quotation to convert it into a Sale Order.
2. Validate the Delivery
After confirmation, a Delivery smart button will appear on the Sales Order.
Click the Delivery button to open the transfer.
Hit Validate to confirm that the products have been shipped to the customer.
3. Create and Validate the Invoice
Return to the Sales Order and click Create Invoice.
Choose the correct invoicing method and generate the invoice.
Confirm the invoice and then register the Payment to complete the transaction.
4. Process a Sales Return
If the customer decides to return part of the order (e.g., 2 units):
Open the Delivery order again.
Click on the Return button.
In the pop-up, specify the quantity to return (e.g., 2 units).
Tick Update quantities to reflect changes in the original Sales Order delivery.
Click Return, and a new Receipt will be generated.
Open the Receipt and click Validate to complete the return to stock.
5. Return for Exchange (Replacement)
If the customer requests a replacement for part of the order (e.g., 5 units):
Reopen the original Delivery from the Sales Order.
Click Return.
Enter the quantity to return for exchange (e.g., 5 units).
Click Return for Exchange instead of the normal return.
This creates a Receipt for the returned items validate it.
A new Delivery Order will be automatically generated for the replacement items.
Open the delivery and Validate it to send the replacement items to the customer.
6. Monitor All Transfers
Go back to the Sales Order and click the Delivery smart button.
You'll see multiple transfers listed:
Initial delivery (10 units).
Return receipt (2 units).
Exchange receipt (5 units).
Replacement delivery (5 units).
Each transfer is fully traceable and properly linked to the Sales Order for complete visibility.
Conclusion
Handling sales returns and product exchanges efficiently is key to maintaining high customer satisfaction and operational clarity. Odoo 18 Enterprise offers a seamless process with easy-to-navigate interfaces, automatic stock adjustments, and accurate accounting entries. By using these integrated workflows, businesses can provide transparent service, reduce manual errors, and improve post-sale support — all within a single ERP environment.
With Odoo 18, your return and exchange process becomes more than a transaction. it becomes a trust-building opportunity with your customers.