[IMP] sales: updated returns doc for v16

closes odoo/documentation#6258

Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

content/applications/sales/sales/products_prices/returns.rst

@@ -1,73 +1,117 @@
-===========================
-Process returns and refunds
-===========================
+===================
+Returns and refunds
+===================
 
-The :guilabel:`Sales` app provides two different ways to process returns based on whether an
-invoice has been sent or not.
+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.
+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 :guilabel:`Inventory` app must also be installed.
+   In order to use *Reverse Transfers*, the *Inventory* app **must** be installed.
 
-To start a return, open the :guilabel:`Sales` app, navigate to the customer's sales order, and
-click on the :guilabel:`Delivery` smart button to open the associated delivery order.
+To start a return before invoicing, navigate to the :menuselection:`Sales` app, select the desired
+sales order, and click on the :guilabel:`Delivery` smart button to open the associated delivery
+order.
 
-On the validated delivery order, click :guilabel:`Return` to open the :guilabel:`Reverse Transfer`
-pop-up window. By default, the :guilabel:`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.
+.. image:: returns/sales-order-delivery-smart-button.png
+   :align: center
+   :alt: A typical sales order with a highlighted delivery smart button in Odoo Sales.
+
+On the validated delivery order, click :guilabel:`Return`.
+
+.. image:: returns/validated-delivery-order-return-button.png
+   :align: center
+   :alt: A validated delivery order with a highlighted Return button in Odoo Sales.
+
+This opens a :guilabel:`Reverse Transfer` pop-up window.
+
+By default, the :guilabel:`Quantity` matches the validated quantities from the delivery order.
+Update the quantities, if necessary. Click on the :guilabel:`🗑️ (trash)` icon next to a line item
+to remove it from the return.
 
 .. image:: returns/reverse-transfer-popup.png
    :align: center
    :alt: The "Reverse Transfer" pop-up window, to make a return before invoicing the customer.
 
 Next, click :guilabel:`Return` to confirm the return. This generates a new warehouse operation for
-the incoming returned product(s). Upon receiving the return, the warehouse team validates the
-warehouse operation. Then, on the original sales order, the :guilabel:`Delivered` quantity will
-reflect the difference between the initial validated quantities and the returned quantities.
+the incoming returned product(s).
+
+.. image:: returns/warehouse-operation-confirmed-return.png
+   :align: center
+   :alt: Warehouse operation after a return has been confirmed in Odoo Sales.
+
+Upon receiving the return, the warehouse team validates the warehouse operation by clicking
+:guilabel:`Validate`. Then, on the original sales order, the :guilabel:`Delivered` quantity updates
+to reflect the difference between the initial validated quantities and the returned quantities.
 
 .. image:: returns/updated-sales-quantities.png
    :align: center
    :alt: The updated "Delivered" quantity on the sales order after the reverse transfer.
 
-When an invoice is created, the customer receives an invoice only for the products they are
-keeping.
+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.
+cases, a return using only *Reverse Transfers* is insufficient since validated, or sent, invoices
+cannot be changed.
 
-To start a return, navigate to the relevant sales order. If there is a payment registered on the
-sales order, then the payment details will appear in the Chatter, and the invoice (accessible
-through the :guilabel:`Invoices` smart button) will have a green banner across it.
+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
+:menuselection:`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 :guilabel:`Invoices` smart button) has a green :guilabel:`In
+Payment` banner.
+
+.. image:: returns/green-in-payment-banner.png
+   :align: center
+   :alt: Sample of a green in payment banner in Odoo Sales.
 
 From the sales order, click on the :guilabel:`Delivery` smart button to view the validated delivery
-order. Then, click :guilabel:`Return` to open the :guilabel:`Reverse Transfer` pop-up window. Next,
-edit the :guilabel:`Product` or :guilabel:`Quantity` as needed for the return, and then click
-:guilabel:`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. Then, on the sales order, the
-:guilabel:`Delivered` quantity will reflect the difference between the initial validated quantities
-and the returned quantities.
+order. Then, click :guilabel:`Return` to open the :guilabel:`Reverse Transfer` pop-up window.
+
+Next, edit the :guilabel:`Product` and/or :guilabel:`Quantity`, as needed for the return. Then,
+click :guilabel:`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
+:guilabel:`Validate`.
+
+Then, on the sales order, the :guilabel:`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
-:guilabel:`Invoices` smart button). Click :guilabel:`Add Credit Note` from the validated invoice.
+:guilabel:`Invoices` smart button). Then, click the :guilabel:`Credit Note` button at the top of the
+validated invoice.
 
-.. image:: returns/credit-note-popup.png
+.. image:: returns/credit-note-button.png
    :align: center
-   :alt: The "Credit Note" pop-up window, to issue a credit to the customer after invoicing.
+   :alt: A typical customer invoice with a Credit Note button highlighted in Odoo Sales.
 
-A :guilabel:`Reason` for the credit and a :guilabel:`Specific Journal` to use to process the credit
-can be specified. If a :guilabel:`Specific Reversal Date` is selected, then a :guilabel:`Refund
-Date` must also be selected.
+Doing so reveals a :guilabel:`Credit Note` pop-up form.
 
-After the information is filled in, click :guilabel:`Reverse`. Then, :guilabel:`Edit` the draft as
-needed, and finally, click :guilabel:`Confirm` to confirm the credit note.
+.. image:: returns/credit-note-pop-up-form.png
+   :align: center
+   :alt: Typical credit note pop-up form that appears in Odoo Sales.
+
+Start by entering a :guilabel:`Reason displayed on Credit Note` and a specific :guilabel:`Journal`
+to process the credit. Then, select a specific :guilabel:`Reversal Date`.
+
+After the information is filled in, click :guilabel:`Reverse` or :guilabel:`Reverse and Create
+Invoice`. Then, edit the draft, if needed.
+
+Lastly, click :guilabel:`Confirm` to confirm the credit note.
+
+When complete, a blue banner reading: :guilabel:`You have outstanding credits for this customer. You
+can allocate them to mark this invoice as paid.` appears at the top of the page.
+
+.. seealso::
+   :doc:`../../../finance/accounting/customer_invoices/credit_notes`