Returns Portal & RMA
Customer self-service returns portal with RMA, labels and refund/exchange flow
Let customers raise their own return requests from the website portal instead of emailing support. Each request becomes an RMA with a status workflow, reason codes, a generated return label reference, and an automatic refund or exchange once the goods are received — with configurable return windows that respect UK Consumer Rights and Distance Selling rules.
Key Features
Customer self-service portal with item selection
Two-step portal flow: customers choose an order, then see each order line with an editable quantity field to select exactly which items and how many to return. They then pick a reason, resolution (refund, exchange or repair), add a note, and submit — no support email needed.
Full RMA workflow
Draft → Submitted → Approved → Received → Resolved (or Rejected), with every transition logged on the chatter for a complete audit trail.
Per-reason configurable return windows
Each reason code carries its own return window override. Faulty / not-as-described reasons automatically apply a separate consumer-law window (default 180 days, UK Consumer Rights Act 2015). Standard change-of-mind uses the global window (default 30 days, configurable in System Parameters).
Printable return slip (PDF)
A QWeb PDF return slip lists all items, quantities, the return label reference and estimated refund. Accessible from the customer portal detail page (Print return slip button) and from the backend form view, ready to include with the parcel.
Automatic refund or exchange
On receipt, the module drafts a credit note (refund) or a replacement sale order (exchange), with manager approval guard rails before anything is finalised.
Returns reporting
Analyse return rate, reason mix and resolution split to spot problem products and reduce avoidable returns.
Screenshots
Return Reasons
Return Requests
Returns Analysis
Why Choose This Module
Odoo has no native customer-facing returns flow — returns end up handled by ad-hoc emails with no audit trail or time-limit control. This app adds a complete self-service RMA portal on top of native Sales and Inventory, with UK statutory return windows built in. It complements reverse-logistics setups by giving customers a front door.
Specifications
- Compatible: Odoo 18.0 / 19.0
- License: OPL-1
- Languages: English
- Author: Pokutsoft
- Dependencies: sale_management, stock, portal
- Support: support@pokutsoft.com
Update date: 2026-07-02