Warranty and Repairs Management Limitations

Take note of the following limitations when using Warranty and Repairs Management (WRM):

• Warranty registration is available only for inventory and assembly items.

• The SuiteApp does not currently the Advanced Bill of Materials (BOM) feature. Some functions of the SuiteApp may not work as designed when the feature is enabled.

• The SuiteApp does not support the Duplicate Case Management permission.

• The SuiteApp assumes that every sales order has a corresponding invoice. Because of this behavior, the same item can have multiple registrations. For example, if a sales order has a billing schedule for three separate payments, the system creates three separate invoices for this transaction. There is currently no validation to handle this scenario, creating three warranty registrations for the same item is possible.

• Items that do not have warranty information before invoice creation are not eligible for warranty registration. If you set up the item warranty information after creating the invoice, you cannot register the warranty. New line items are eligible for warranty registration if the warranty information has been set up on the item record beforehand.

• Each autogenerated registration record can be assigned only one unit of a serialized warranty item. For other inventory item types, the quantity can exceed one unit. For more information, see Best Practices for Updating Invoices with Warranty Records.

• When generating a warranty from an invoice, the quantity must not be blank or zero. If you have back orders for a warranty item on the invoice, you can delay or prevent warranty registration by clearing the Register Warranty box on the line item. For more information, see Generating a Warranty Registration.

• When generating a warranty from an invoice or importing registration details, multiple script queues are not supported.

• By default, the following warranty fields are displayed in the item sublist of sales transactions:

  • Register Warranty

  • Warranty Terms

  • Original Warranty Expiration

  When these transactions are transformed into an invoice, the warranty fields are populated automatically for any warranty items in the sublist. If you want to hide the warranty fields from sales or non-warranty related transactions, you can customize the forms to hide the fields. For more information about hiding fields on custom transaction forms, see Configuring Fields or Screens

• Submitting support case records using the Warranty Claim form can be done only through the NetSuite user interface.

  You cannot manually attach transaction records to claim forms. For more information about the guidelines and procedures in Warranty Claims and Processing Refund, Repair, and Replacement Claims.

  Additionally, the Custom subtab on case records is reserved for WRM processes and cannot be used to manually attach records.

• You can process claims for partial returns and repairs for the same item within the same sales transaction, only in terms of quantity. For example, if an invoice has 10 units of an item, a claim can be processed for 5 units. Partial returns for items that are sold as part of a whole or a set are not supported. For example, if a computer is listed in the invoice, a claim cannot be processed only for the monitor.

• Cash refund for claims is not supported. You can only issue a credit memo when processing a refund claim. For more information, see Creating a Credit Memo for Refund Claims.

General Notices