Warranty and Repairs Management

Warranty and Repairs Management enables you to register item warranties and process warranty-related claims. Claims that you receive are automatically validated against warranty terms, which helps reduce claims processing turnaround time.

Warranty and Repairs Management provides the following features:

• Multiple ways to register a warranty

  • Registration generated from an invoice (autogenerated registration) – Register a warranty for supported item types after invoice creation.

  • Manual registration – Create a standalone warranty registration.

  • Import of warranty registration details – Import registration details from a CSV file, through scheduled script or web service.

• Warranty tracking on the item record – Set up default warranty information about item records.

• Warranty claims validation and processing

  • Create a claim from a warranty registration.

  • Validate claims against existing warranty registration information to ensure that only valid claims are processed for the refund, repair, or replacement of the warranty item.

  • Create a return authorization for warranty items from the claim record.

  • Create a credit memo or sales order for claims from the return authorization record.

Availability

Warranty and Repairs Management is available as a SuiteApp that is installed in your NetSuite account. The SuiteApp is shared when you have the Advanced Inventory module.

Limitations and Recommendations

Be aware of the following limitations and recommendations for using Warranty and Repairs Management:

• Warranty registration supports only inventory and assembly items. You cannot register a warranty for non-inventory items, services, and other items.

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

• The SuiteApp assumes that every sales order has a corresponding invoice. Because of this behavior, there are cases when multiple registrations are created for the same item. If, for example, 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, so it is possible to create three warranty registrations for the same item.

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

• Items that do not have warranty information prior to 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 equal to 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, and 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. On a custom transaction form, click the Columns subtab of the Screen Fields tab, and then clear the boxes for the warranty fields. For more information, see Configuring Fields or Screens.

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

  Manually attaching transaction records to claim forms is not a supported user action. Refer to 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 is not to be used to manually attach records.

• Claim processing supports 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