An existing customer fills out the Online Customer Form on the user’s website or Customer Center page. Since there is already an existing record in NetSuite for the customer and the Online Form he fills out handles Duplicate Detection that allows record updates, the customer may inadvertently change their Status (and some other information like Lead Source) even if the online form does not display this field.
Solution:
When the user registers again via the Online Customer Form with the settings above, the user will inadvertently change his Status in NetSuite from Closed – Won to Lead – Unqualified even if the Status field is not exposed in the Online Customer Form.
Note: If the Set Up Workflow > Preferences > Use Duplicate Detection Criteria is enabled, this will disable the Select Fields > Field > Search checkbox. NetSuite will use the criteria you set up at Setup > Company > Set Up Duplicate Detection to determine how duplicates are detected on this form.
Selecting Set Up Workflow > Handle Duplicate Records = Do not search for duplicates will ignore duplicate records and a new record will be created.