# Returns and refunds

> The Odoo Sales app provides two different ways to process returns. The method used depends on whether or not an invoice has been sent.

Fonte: https://docs.kmee.com.br/en/odoo/modules/vendas/devolucoes-e-reembolsos/

The Odoo *Sales* app provides two different ways to process returns. The method used depends on whether or not an invoice has been sent.

## Before invoicing

Returns are completed using *Reverse Transfers* when a customer decides to return a product **before** an invoice has been sent or validated.

Note

In order to use *Reverse Transfers*, the *Inventory* app **must** be installed.

To start a return before invoicing, navigate to the **Sales** app, select the desired sales order, and click on the **Delivery** smart button to open the associated delivery order.

![A typical sales order with a highlighted delivery smart button in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/sales-order-delivery-smart-button.png)

On the validated delivery order, click **Return**.

![A validated delivery order with a highlighted Return button in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/validated-delivery-order-return-button.png)

This opens a **Reverse Transfer** pop-up window.

By default, the **Quantity** matches the validated quantities from the delivery order. Update the quantities, if necessary. Click on the **🗑️ (trash)** icon next to a line item to remove it from the return.

![The "Reverse Transfer" pop-up window, to make a return before invoicing the customer.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/reverse-transfer-popup.png)

Next, click **Return** to confirm the return. This generates a new warehouse operation for the incoming returned product(s).

![Warehouse operation after a return has been confirmed in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/warehouse-operation-confirmed-return.png)

Upon receiving the return, the warehouse team validates the warehouse operation by clicking **Validate**. Then, on the original sales order, the **Delivered** quantity updates to reflect the difference between the initial validated quantities and the returned quantities.

![The updated "Delivered" quantity on the sales order after the reverse transfer.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/updated-sales-quantities.png)

When an invoice is created, the customer receives an invoice **only** for the products they are keeping, if any.

## After invoicing

Sometimes, customers return an item after they receive and/or pay for their invoice. In these cases, a return using only *Reverse Transfers* is insufficient since validated, or sent, invoices cannot be changed.

However, *Reverse Transfers* can be used in conjunction with *Credit Notes* to complete the customer's return.

To start a return after invoicing, navigate to the relevant sales order in the **Sales** app.

If there is a payment registered on the sales order, the payment details appear in the chatter, and the invoice (accessible through the **Invoices** smart button) has a green **In Payment** banner.

![Sample of a green in payment banner in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/green-in-payment-banner.png)

From the sales order, click on the **Delivery** smart button to view the validated delivery order. Then, click **Return** to open the **Reverse Transfer** pop-up window.

Next, edit the **Product** and/or **Quantity**, as needed for the return. Then, click **Return**. This generates a new warehouse operation for the incoming returned product(s), which is validated by the warehouse team once the return is received by clicking **Validate**.

Then, on the sales order, the **Delivered** quantity updates to reflect the difference between the initial validated quantities and the returned quantities.

To process a refund, navigate to the relevant invoice (from the sales order, click on the **Invoices** smart button). Then, click the **Credit Note** button at the top of the validated invoice.

![A typical customer invoice with a Credit Note button highlighted in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/credit-note-button.png)

Doing so reveals a **Credit Note** pop-up form.

![Typical credit note pop-up form that appears in Odoo Sales.](https://docs.kmee.com.br/odoo/referencias/img/applications/sales/sales/products_prices/returns/credit-note-pop-up-form.png)

Start by entering a **Reason displayed on Credit Note** and a specific **Journal** to process the credit. Then, select a specific **Reversal Date**.

After the information is filled in, click **Reverse** or **Reverse and Create Invoice**. Then, edit the draft, if needed.

Lastly, click **Confirm** to confirm the credit note.

When complete, a blue banner reading: **You have outstanding credits for this customer. You can allocate them to mark this invoice as paid.** appears at the top of the page.

See also

[Credit notes and refunds](https://docs.kmee.com.br/en/odoo/enterprise/modules/financeiro/notas-de-credito-e-reembolsos/)