Warranty and Repairs Management Considerations
Keep these considerations in mind when using Warranty and Repairs Management (WRM):
-
Warranty registration is available only for inventory and assembly items.
-
The SuiteApp doesn't currently support the Advanced Bill of Materials (BOM) feature. Some functions may not work as designed when this feature is enabled.
-
The SuiteApp doesn't support the Duplicate Case Management permission.
-
The SuiteApp assumes every sales order has a matching 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 invoices for the transaction. There's no validation to handle this scenario, so it's possible to create three warranty registrations for the same item.
-
If you add an item to a Quote, Opportunity, Sales Order, or Invoice before you check the Track Warranty box on the item record, you can't register the item's warranty.
If you check Track Warranty on the item record after you create the Sales Order but before you create the Invoice, the item isn't eligible.
A line item qualifies for warranty registration only when the item record already contains warranty details before you add the item to the transaction.
As a workaround for this behavior in invoices, you can use a map/reduce script to fix invoices without autogenerated warranties. For more information, see Fixing Invoices with Missing Autogenerated Warranties Using Map/Reduce.
-
Each autogenerated registration record can have only one unit of a serialized warranty item. For other item types, the quantity can be more than one unit. For more information, see Best Practices for Updating Invoices With Warranty Records.
-
When generating a warranty from an invoice, the quantity can't 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 you generate a warranty from an invoice or import registration details, multiple script queues aren't 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 turned into an invoice, the warranty fields fill in automatically for any warranty items in the sublist. If you want to hide the warranty fields from sales or non-warranty transactions, you can customize the forms to hide these fields. To learn more about hiding fields on custom transaction forms, see Configuring Fields or Screens
-
-
You can submit support case records using the Warranty Claim form through the NetSuite user interface only.
Additionally, the Custom subtab on case records is reserved for WRM processes and can't be used to manually attach records.
-
You can't manually attach transaction records to claim forms. For more information about the guidelines and procedures in Warranty Claims and Managing Refund, Repair, and Replacement Claims.
-
You can process claims for partial returns and repairs of the same item in the same sales transaction, but only by quantity. For example, if an invoice has 10 units of an item, you can process a claim for 5 units.
Partial returns for items sold as part of a whole or set aren't supported. For example, if a computer is listed in the invoice, you can't process a claim for the monitor.
-
Cash refunds for claims aren't supported. You can only issue a credit memo for a refund claim. For more information, see Creating a Credit Memo for a Refund Claim.