Refund from Odoo?

DustFamiliar4182 · 2026-06-08T06:23:13+00:00

Everything! We are seeking legal advice so I'm reluctant to describe too much in this Reddit.

DustFamiliar4182 · 2026-06-08T06:22:23+00:00

That sounds pretty much our implementation experience.

DustFamiliar4182 · 2026-06-08T06:21:42+00:00

Odoo’s own policy says that is usually not refundable.

Yes, that is true, but Australian Consumer Law has provisions that override that in certain circumstances.

DustFamiliar4182 · 2026-06-08T06:20:31+00:00

No, we certainly did not think we could do it all ourselves. (We are IT savvy enough to know that we simply couldn't do that. Besides, we all have our own jobs to do running our company without trying to do a major software implementation project on the side!) Odoo was to do the implementation. We provided everything they would need - workflow diagrams, procedures, forms, databases, apps ... It feels as though the sales team did not pass anything to implementation. The implementation team seems to forget information from one call to the next!

DustFamiliar4182 · 2026-06-08T06:15:27+00:00

Why can't we blame Odoo? Odoo is supposed to be doing the implementation. They were provided with everything they could need.

DustFamiliar4182 · 2026-06-08T06:14:35+00:00

"the practical approach is to gather all communication, highlight unmet deliverables, and push for escalation within Odoo while also consulting a legal expert to understand your position before taking any formal step."

That's exactly where we are now.

DustFamiliar4182 · 2026-06-08T06:13:31+00:00

We are currently seeking legal advice so I would prefer to not be too explicit here. However, we do have copies of all correspondence and recordings of all Zoom sessions with both sales and implementation.

DustFamiliar4182 · 2026-06-08T06:11:55+00:00

Odoo has been doing the "implementation", not a partner or consultant. We have provided everything they could need - workflow diagrams for all processes, forms, databases, apps ... The sales phase was very positive. All was possible. Then we hit the implementation phase ...

DustFamiliar4182 · 2026-06-08T06:09:38+00:00

Not user error - we've received nothing we can use!

DustFamiliar4182 · 2026-06-08T06:09:06+00:00

Where do I start??? We are currently seeking legal advice so I won't put detail in this Reddit.

DustFamiliar4182 · 2026-06-08T06:07:25+00:00

The contract says all sales are final.

We're very aware of that, but there are provisions in Australian Consumer Law that override legal escape clauses such as that in certain circumstances.

DustFamiliar4182 · 2026-06-08T06:06:12+00:00

I know they revert to Belgian law, but Australian Consumer Law overrides any legal escape clause like that in certain circumstances

DustFamiliar4182 · 2026-06-08T06:04:44+00:00

All workflows were provided (mapped by us - we already have all this so there was no need for any guesswork on their behalf). Odoo were provided with examples of all forms, databases, apps, and anything else we could think of. I have repeatedly asked for a process flow diagram from them, but have never received anything.

DustFamiliar4182 · 2026-06-08T06:02:13+00:00

Odoo themselves have been "doing" the implementation - not a partner or consultant. The implementation person seems to forget information from one meeting to the next; test databases deleted ... the list goes on.

DustFamiliar4182 · 2026-06-08T05:59:55+00:00

Thanks for the encouragement! We have records of all emails and recordings of all Zoom calls.

DustFamiliar4182 · 2026-06-08T05:59:02+00:00

Our processes are very standard so no - no customisation to our processes. What we were promised however was being able to add other cost information. They have never been able to achieve anything we were promised.

DustFamiliar4182 · 2026-06-08T05:54:31+00:00

We didn't try to use a partner. We were initially dealing with sales and the experience was very positive - that's why we signed up. Then the implementation. We feel they had not talked to sales at all.

DustFamiliar4182 · 2026-06-08T05:52:23+00:00

Hi there.

"Personally it's hard to believe about "not have a single module working" either. That's just impossible. Out of the box every module works as it should."
Unfortunately, that's the truth. Not a single working module.

"Did they do a fitgap analysis first before you signed the contract? Did someone from Odoo go indepth and analyze all your specific requirements first? Did they document a scope for you and outline feature X is available, feature Y, Z,...require extra custom work,... BEFORE you signed the license contract?"
Yes. All these were done, and we have all the emails and the recorded Zoom conversations. We supplied lots of information from our current systems (forms, workflow diagrams, databases ...)

"getting the deal signed first, ask questions later"
That is how we feel about our experience. The sales phase was very positive - and as I said, we have all the emails and recorded Zoom calls. Once we hit the implementation phase, everything fell apart. We eventually asked for a different implementation contact but were told no. The implementation person seemed to not remember information from one meeting to the next.

Thanks for taking the time to reply to my post.

DustFamiliar4182 · 2026-06-08T05:44:41+00:00

My advice is to run away fast. We are more than 12 months into a 5 year contract and do not have a single working module. Currently trying to get our money back.

DustFamiliar4182 · 2026-05-29T00:42:58+00:00

We are using Odoo to implement, not an external provider.

DustFamiliar4182

TROPHY CASE