==================== After-Sales services ==================== *After-Sales* services can be configured in the *Helpdesk* application for individual *teams*. Once enabled, users can issue refunds, process returns, generate coupons, and/or schedule repair and field service interventions directly from a ticket. Set up the after-sales services =============================== Start by enabling the after-sales services on specific *Helpdesk* team(s), by going to :menuselection:`Helpdesk --> Configuration --> Teams` and selecting which teams(s) these services should be active on. Then, scroll to the :guilabel:`After-Sales` section on the team's settings page, and choose which of the following options to enable: - :guilabel:`Refunds`: issues credit notes to refund a customer, or adjust the remaining amount due - :guilabel:`Coupons`: offers discounts and free products through an existing coupon program - :guilabel:`Returns`: initiates a product return from a customer through a reverse transfer - :guilabel:`Repairs`: creates repair orders for broken or faulty products - :guilabel:`Field Service`: plans onsite intervention through the *Field Service* application .. figure:: after_sales/after-sales-enable.png :align: center The services that are enabled can vary based on the type of support a team provides. .. warning:: As all of the after-sales services in Odoo require integration with other applications, enabling any of them may result in the installation of additional modules or applications. *Installing a new application on a One-App-Free database will trigger a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be accessible.* Issue a refund with a credit note ================================= A *credit note* is a document issued to a customer informing them that they have been credited a certain amount of money. They can be used to provide a full refund to a customer, or to adjust any remaining amount due. While they are usually created through the *Accounting* or *Invoicing* applications, they can be created through a *Helpdesk* ticket, as well. .. note:: Invoices must be posted before a credit note can be generated. To create a credit note, navigate to a ticket on the :menuselection:`Helpdesk` application, and click the :guilabel:`Refund` button in the upper-left corner of the ticket dashboard. Then, select the corresponding invoice from the :guilabel:`Invoices to Refund` drop-down menu. .. image:: after_sales/after-sales-refund-details.png :align: center :alt: View of a refund creation page. Choose a :guilabel:`Credit Method` from one of the following options: - :guilabel:`Partial Refund`: the credit note is created in draft and can be edited before being issued - :guilabel:`Full Refund`: the credit note is auto-validated and reconciled with the invoice. *This is the option to choose if a validated invoice needs to be canceled* - :guilabel:`Full refund and new draft invoice`: the credit note is auto-validated and reconciled with the invoice. The original invoice is duplicated as a new draft. *This is the option to choose if a validated invoice needs to be modified* .. important:: The :guilabel:`Credit Method` options will **not** be available for invoices that have already been paid. Make any necessary changes to the details of the credit note and click :guilabel:`Reverse.` Then click :guilabel:`Confirm` to post the credit note. Once the credit note has been posted, a :guilabel:`Credit Notes` smart button will be added to the *Helpdesk* ticket. .. image:: after_sales/after-sales-credit-note-smart-button.png :align: center :alt: View of smart buttons on a ticket focusing on the credit note button. .. seealso:: :doc:`/applications/finance/accounting/receivables/customer_invoices/credit_notes` Generate coupons from a ticket ============================== Coupons can be used to alter the price of products or orders. The usage constraints of a coupon are defined by conditional rules. *Coupon Programs* are configured in the *Sales* or *Website* applications. .. note:: The *eCommerce* module must be installed in order to create coupon codes from the *Website*. To generate a coupon, open a *Helpdesk* ticket and click on the :guilabel:`Coupon` button in the upper left corner. Select an option from the :guilabel:`Coupon Program` drop-down menu, then click :guilabel:`Generate`. .. image:: after_sales/after-sales-generate-coupon.png :align: center :alt: View of a coupon generation window. The :guilabel:`Coupon Code` can be copied directly from the pop-up window (by clicking the :guilabel:`Copy` button), or sent in an email by clicking :guilabel:`Send`. .. note:: When emailing a coupon code, all the followers of the ticket will be added as recipients to the email. Additional recipients can be added to the email as well, in the :guilabel:`Recipients` field of the :guilabel:`Compose Email` pop-up window. .. image:: after_sales/after-sales-coupon-email.png :align: center :alt: View of an email draft window with coupon code. Once a :guilabel:`Coupon Code` has been generated, a :guilabel:`Coupons` smart button will be added to the top of the ticket; click the smart button to view the coupon code, expiration date, and additional information. .. image:: after_sales/after-sales-coupon-smart-button.png :align: center :alt: View of the smart buttons on a ticket focusing on the coupon button. .. seealso:: `Coupons `_ Facilitate a product return with a reverse transfer =================================================== Returns are completed through *reverse transfers*, which generate new warehouse operations for the returning products. Click the :guilabel:`Return` button in the top-left corner of a ticket to open the :guilabel:`Reverse Transfer` pop-up window. .. image:: after_sales/after-sales-return-button.png :align: center :alt: View of a Helpdesk ticket with the return button highlighted. .. note:: The :guilabel:`Return` button only appears on a ticket if the customer has a recorded delivery in the database. By default, the quantity will match the validated quantity from the delivery order. Update the :guilabel:`Quantity` field if necessary. .. image:: after_sales/after-sales-reverse-transfer.png :align: center :alt: View of a reverse transfer creation page. Click :guilabel:`Return` to confirm the return. This generates a new warehouse operation for the incoming returned product(s). A :guilabel:`Return` smart button will then be added to the top of the ticket. .. image:: after_sales/after-sales-return-smart-button.png :align: center :alt: View of the return smart button on a helpdesk ticket. .. seealso:: :doc:`/applications/sales/sales/products_prices/returns` Send products for repair from a ticket ====================================== If the ticket is related to an issue with a faulty or broken product, a repair order can be created from the *Helpdesk* ticket, and managed through the *Repairs* application. To create a new repair order, open a :menuselection:`Helpdesk` ticket and click on the :guilabel:`Repair` button in the upper left corner. Clicking the :guilabel:`Repair` button opens a blank :guilabel:`Repair Reference` form. .. image:: after_sales/after-sales-repair-reference.png :align: center :alt: View of a repair reference page. .. note:: If a product was specified in the :guilabel:`Product` field on the ticket, it will be added to the :guilabel:`Product to Repair` field automatically. If not, click into the field to select a product from the drop down. Fill out the :guilabel:`Repair Description` field with a brief explanation of the issue. Click the :guilabel:`Sale Order` field and then select the originating :abbr:`SO (Sales Order)` from which the product is being repaired from. If a return has been initiated for the product, select the reference number from the drop-down in the :guilabel:`Return` field. Choose an :guilabel:`Invoice Method` from the drop-down. Select :guilabel:`Before Repair` or :guilabel:`After Repair` to generate an invoice before or after the work is completed. Selecting :guilabel:`No Invoice` means that an invoice cannot be generated for this service. If parts are required for the repair, they can be added in the :guilabel:`Parts` tab. Services can be added as product lines on the :guilabel:`Operations` tab. Additional information for the internal repair team can be added to the :guilabel:`Repair Notes` tab. Information for the customer can be added to the :guilabel:`Quotation Notes` tab, and will be automatically added to the PDF of the quotations generated from this :guilabel:`Repair Reference`. A :guilabel:`Repairs` smart button will be added to the ticket, linking to the repair order. .. image:: after_sales/after-sales-repair-smart-button.png :align: center :alt: View of smart buttons focusing on repair button. .. note:: Once a user creates a repair order from a *Helpdesk* ticket, they will be able to access it through the ticket's :guilabel:`Repair` smart button, or from a link in the :guilabel:`Chatter`, even if they do not have access rights to the *Repair* application. Create a field service task from a ticket ========================================= On-site interventions can be planned from a ticket and managed through the *Field Service* application. Customers with :doc:`portal access ` will be able to track the progress of a :guilabel:`Field Service` task just as they would a *Helpdesk* ticket. To create a new task, navigate to a :menuselection:`Helpdesk` ticket. Click :guilabel:`Create Task` to open the :guilabel:`Create a Field Service task` pop-up. Confirm or update the task :guilabel:`Title`. .. note:: The :guilabel:`Project` field on the :guilabel:`Create a Field Service task` pop-up will default to the same *Field Service* project that was identified on the team's settings page. To change the project for this specific task, select one from the :guilabel:`Project` field. To change the default *Field Service* project for the team, go to :menuselection:`Helpdesk --> Configuration --> Teams` to select a :guilabel:`Team`. Scroll to the :guilabel:`After-Sales` section and choose new project under :guilabel:`Field Service`. Click :guilabel:`Create Task` or :guilabel:`Create & View Task`. .. image:: after_sales/after-sales-field-service-create.png :align: center :alt: View of a Field Service task creation page. After the task is created, a :guilabel:`Tasks` smart button will be added to the ticket, linking the :guilabel:`Field Service` task to the ticket. .. image:: after_sales/after-sales-field-service-smart-button.png :align: center :alt: View of ticket smart buttons focused on task. .. seealso:: `Field Service `_