Creating a Warranty Claim
You can create a claim directly from a registration record or manually create a new claim record. Regardless of how it is created, registration details are validated and carried over to the warranty claim.
When creating a manual claim, you must not use the New option from the Actions submenu. This option does not display the warranty information fields, even if you use the Warranty Claim Form.
To create a warranty claim:
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Go to Lists > Warranty and Repairs > Enter Warranty Claim.
If you are creating directly from a registration, on the Warranty Registration form, click Create Claim. On the Warranty Claim page, specific fields in the Primary and Warranty Information sections are populated with details from the registration record.
Note:Before entering the claim details, verify that the warranty has not expired. The status should not be set to Out of Warranty and the expiration must be later than the current date.
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On the Warranty Claim page, enter or select the values in the following Primary Information section fields.
Field
Description
Custom Form
Select your claim form or the basic Warranty and Repairs Management form: Warranty Claim Form.
Important:Only cases or claims created through Warranty and Repairs Management are considered as valid warranty claim cases. Cases or claims filed outside the SuiteApp are treated as regular support cases, and are not be eligible for warranty processing. For example, a case created using the Case Management feature is not going to be eligible for warranty processing, even if it has been created using the Warranty Claim Form.
Claim Date
The claim date defaults to the current date. You can enter another date or pick a date from the calendar.
Claim Time
The claim time defaults to the current time. You can change the default time.
Complaint
Enter the subject for the claim.
Customer
For claims created directly from a registration, select a customer or select New to create a new customer record.
Profile
This field is populated based on the selected customer. You can select another profile to be used when sending notification for the claim.
Subsidiary
This field is populated based on the selected customer.
Claim Status
Select the appropriate status for the claim.
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In the Warranty Information section, enter or select the values for the following fields:
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In the Registration No. field, enter the registration number of the warranty to be associated with the claim. For claims created directly from a registration record, the registration number is populated automatically, but you can change it.
Note:Be sure to enter a warranty registration that is associated with your selected customer. When you change the registration number, the invoice and related warranty details are automatically replaced with values associated with the new registration number.
If you want to view the registration details or search for a registration record, click the Warranty Search link. This link displays the Warranty Registration: Results page that contains the list of registration records. At top of the list, you can use the filtering options to limit the records shown on the page. Click the expand icon in the Filter bar to display the fields where you can set the filtering criteria.
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The following fields are automatically populated with details from the associated registration record. You can change the values of select fields:
Field
Description
Invoice
Depending on the mode of registration, this field displays the NetSuite invoice or your reference invoice number. You can change the invoice number.
Note:Be sure to enter an invoice that is associated with your selected customer. When you change the invoice, the fields for the registration number and other warranty details are automatically cleared. You can then enter the associated registration number or select another item.
Item
This field displays the warranty item.
You can select an item only when the invoice number is changed. Items included in the list are based on the selected invoice.
Serial/Lot Number
For serial or lot numbered items, this field displays the NetSuite or your reference serial or lot number depending on the mode of registration.
When you change the item, this field is also replaced with the serial or lot number associated with the selected item.
For manual registrations, if a lot numbered item is registered without a reference lot number, claims for that registration are also assigned a blank lot number.
Warranty Start Date
This field displays the original warranty start date.
When you change the registration number, this field is also replaced with the warranty start date indicated on the registration.
Warranty Expiration
This field displays the warranty expiration date.
When you change the registration number, this field is also replaced with the warranty expiration indicated on the registration.
Warranty Status
This field displays the warranty status.
When you change the registration number, this field is also replaced with the status indicated on the registration.
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In the Failure Reason field, select a failure reason for the claim or select New to add another failure reason.
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In the Action field, select the appropriate action for the claim or select New to add another action.
Take note when selecting the following actions:
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Repair – This action is only applicable to assembly items. To process a repair claim, be sure to enable the required features. For the list of requirements, see Prerequisites.
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Void – This action prevents further processing of the claim by removing the option to create an RMA.
Note:The option to create a new failure reason and action is available only for the Administrator role.
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Optionally, you can enter information in the Product and Module case fields.
For more information about these fields, see Working with Products and Modules.
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Click Save.
After creating a claim, you can start processing it by creating an RMA. If you have to change the claim details, be aware of the fields that cannot be edited after creating the RMA. For more information, review the following topics: