Creating a Warranty Claim
You can create a claim right from a registration record or make a new claim manually. No matter how you create it, registration details are checked and passed to the warranty claim.
When you're creating a manual claim, don't use the New option from the Actions list. This option won't show 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're creating a claim directly from a registration, click Create Claim on the Warranty Registration form.
On the Warranty Claim page, certain fields in the Primary and Warranty Information sections are filled in with details from the registration.
Note:Before you enter claim details, make sure the warranty hasn't expired. The status shouldn't be Out of Warranty and the expiration date needs to be later than today.
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On the Warranty Claim page, enter or select values for the following Primary Information fields.
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Custom Form – Select your claim form or the basic Warranty and Repairs Management form, Warranty Claim Form.
Important:Only cases or claims made through Warranty and Repairs Management count as valid warranty claims. Cases or claims filed outside the SuiteApp are treated as regular support cases and aren't eligible for warranty processing.
For example, a case created with the Case Management feature isn't eligible for warranty processing, even if you use the Warranty Claim Form.
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Claim Date – Enter a new date or select a date from the calendar. The claim date defaults to the current date.
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Claim Time – Enter a time. The claim time defaults to the current time.
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Complaint – Enter the subject for the claim.
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Customer – For claims made directly from a registration, select a customer or select New to create a customer record.
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Profile – Select a profile to use when sending claim notifications. This field is filled in based on the selected customer.
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Claim Status – Select the status for the claim.
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In the Warranty Information section, enter or select values for the following fields:
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Registration Number – Enter the registration number of the warranty to link to the claim. For claims made directly from a registration, the registration number fills in automatically, but you can change it.
Note:Make sure you enter a warranty registration that's linked to your selected customer. When you change the registration number, the invoice and warranty details are automatically updated with the new values.
If you want to see registration details or find a registration record, click the Warranty Search link. This link takes you to the Warranty Registration: Results page, which lists all registration records. At the top of the list, you can use filters to narrow down the records shown. Click the expand icon in the Filter bar to show the fields where you can set filter criteria.
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When you enter a registration number, the following fields fill in automatically with details from the related registration. You can change some of the following field values:
Field
Description
Editable Field
Invoice
Shows the NetSuite invoice or your reference invoice number.
Yes
Note:Make sure you enter an invoice that's linked to your selected customer.
When you change the invoice, the registration number and other warranty details are automatically cleared. Then you can enter the related registration number or select another item.
Item
Shows the warranty item.
Yes, but you can select an item only after you change the invoice.
The items in the list depend on the invoice you selected.
Serial/Lot Number
Shows either the NetSuite or your reference serial or lot number, depending on the registration mode.
When you change the item, this field also updates with the serial or lot number for that item.
For manual registrations, if a lot numbered item is registered without a reference lot number, claims for that registration also get a blank lot number.
No
Warranty Start Date
Shows the original warranty start date.
When you change the registration number, this field also updates with the warranty start date from the registration.
No
Warranty Expiration
Shows the warranty expiration date.
When you change the registration number, this field also updates with the warranty expiration from the registration.
No
Warranty Status
Shows the warranty status.
When you change the registration number, this field is also replaced with the status indicated on the registration.
No
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Failure Reason – Select a failure reason for the claim or New to add a new one.
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Action – Select from the following options:
Note:Only an Administrator can create a new failure reason and action.
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Refund – Select this action when an item can't be repaired or replaced under warranty, and the customer gets a credit memo.
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Replacement – Select this action when the item can be returned and replaced for another one.
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Repair – Select this action to return an assembly item for warranty repair.
To process a repair claim, make sure you've enabled the required features. For the list of requirements, see Prerequisites.
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Void – Select this action to stop further processing of the claim and remove the option to create an RMA.
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(Optional) You can also 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 you create a claim, you can start processing it by creating an RMA. If you need to change claim details, keep in mind some fields can't be edited after you create the RMA. For more information, see the following topics: