[ADD] Sales: adding new doc about returns and refunds

Task Number: 2514789

Author: vpk-odoo

content/applications/sales/sales/products_prices.rst

@@ -8,3 +8,4 @@ Products & Prices
    products_prices/products
    products_prices/taxes
    products_prices/prices
+   products_prices/returns.rst

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

@@ -0,0 +1,101 @@
+===================
+Returns and Refunds
+===================
+Sometimes, customers are unsatisfied with the product they received and wish to return them. While
+return reasons can vary between individual customers, ensuring your business has a comprehensive
+return policy creates a smoother return process for both you and your customers.
+
+The Sales App provides two different ways to process returns based on whether an invoice has been
+sent or not.
+
+Case 1: 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.
+
+To start a return, navigate to the customer’s Sales Order, and click on the Delivery smart tab to
+open the associated Delivery Order. On the validated Delivery Order, the available buttons are
+**Print**, **Return**, and **Unlock**.
+
+Click **Return**, which opens the Reverse Transfer pop-up. By default, the quantities match the
+validated quantities from the Delivery Order. Update the quantities if the customer wants to
+return a portion of the validated amount. Clicking the trash icon next to a line item removes the
+item without having to zero out the quantity.
+
+.. image:: returns_refunds/Reverse-transfer-popup.png
+  :align: center
+  :alt: Reverse Transfer Pop-Up
+
+Clicking **Return** generates a new Warehouse Operation for the incoming returned product(s). After
+the receiving the return, the team can validate the Warehouse Operation. Head back to the original
+Sales Order, and the Delivered Quantity reflects the difference between the original and the
+returned quantities.
+
+.. image:: returns_refunds/updated-sales-quantities.png
+  :align: center
+  :alt: Updated Sales Order Quantities
+
+The customer receives an invoice only for the products they're keeping.
+
+Case 2: Returning products after invoicing
+==========================================
+Sometimes, customers receive and/or pay their invoice before deciding to return an item within your
+company’s return window. In these cases, a return using only Reverse Transfers is impossible since
+validated or sent invoice cannot be changed, but Reverse Transfers can be used in conjunction with
+Credit Notes to complete the customer's return.
+
+Navigate to the customer’s Sales Order. If a Sales Order has any registered payment on it, the
+payment details are located in the chatter, and the invoice itself has a **Paid** banner across it.
+
+A customer wants to return 10 of the 20 products that they purchased, already paid for, and
+received. Starting a return in this case begins the same as Case 1 by clicking on the validated
+Delivery Order, then on  **Return** to open the Reverse Transfer pop-up. Edit the quantity from 20
+to 10 since the customer only wants to return half of the order, and click **Return**. Just as in
+Case 1, this action generates a new Warehouse Operation for the incoming returned product, which can
+then be validated once received. Back on the Sales Order, if **Update Quantities** was selected, the
+return product's line item now reflects the change in amount under delivered quantities.
+
+.. image:: returns_refunds/case-2-updated-sales-quantities.png
+  :align: center
+  :alt: Updated Delivered Quantities
+
+Since the items have already been paid for, the validated invoice needs to be changed to reflect
+that your team processed a return. Tap on the **i** icon next to the paid line item, and the
+**Payment Info** pop-up appears and provides the option to unreconcile this payment. Click on
+**Unreconcile**.
+
+.. image:: returns_refunds/unreconcile-button.png
+  :align: center
+  :alt: Unreconcile Button
+
+After the invoice is unreconciled, the options for **Send & Print** and **Register Payment** become
+available again alongside a note that there are outstanding payments for the customer.
+
+.. note::
+  The Accounting application needs to be installed for the **Unreconcile** option to be available on
+  an invoice.
+
+Now, select **Add Credit Note**, and a pop-up menu appears where several selections need to be made.
+
+.. image:: returns_refunds/credit-note-popup.png
+  :align: center
+  :alt: Credit Note pop-up
+
+Choose whether you want the Credit Method to be issued as a Partial Refund, Full Refund, or a Full
+Refund and new draft invoice. A reason for the credit is not required, but adding one can ensure
+team members know exactly why a customer was credited if looking at orders later. Choosing a
+Specific Reversal Date requires a **Refund Date** to also be selected. For both options, a
+**Specific Journal** is not required but can be a helpful tool for team organization.
+
+.. tip::
+  Choosing **Full Refund and New Draft Invoice** cancels the created invoice and creates a new draft
+  one.
+
+After clicking **Return,** edit the quantity of the product on the draft invoice before confirming
+the invoice. A new banner appears after confirmation to inform your team that this particular
+customer has outstanding payments that can be used as a payment option on the invoice. Odoo will
+display this message until the credits are completely used on their account.
+
+.. image:: returns_refunds/outstanding-payment-banner.png
+  :align: center
+  :alt: Outstanding payments banner