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.

Pre-requisites

Warranty and Repairs Management requires the Advanced Inventory module. 

For repair claims, in particular, the Assemblies and Work Order module is required.

Multiple ways to register a warranty

• Registration generated from an invoice (auto-generated 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 a scheduled script or web service.

Warranty tracking on the item record 

Set up default warranty information on 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 processes 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.

Limitations and Recommendations

• 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. 
• Invoice 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. 
• 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. 
• 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. 
• 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. 
• Claim processing supports partial returns and repairs for the same item within the same sales transaction, only in terms of quantity. 
• Cash refund for claims is not supported. You can only issue a credit memo when processing a refund claim. 

Setup Warranties and Repair Management

1. Setting Warranty Preferences
2. Defining Warranty Terms
3. Define Failure Reasons
4. Creating Repaired Items
5. Setting up Warranty Details on Item Record

Setting Warranty Preferences

Navigate to Lists > Warranty and Repairs > Warranty Setup > Set Warranty Preferences

Defining Warranty Terms

Navigate to Lists > Warranty and Repairs > Warranty Setup > Define Warranty Terms

Define Failure Reasons

Navigate to Lists > Warranty and Repairs > Warranty Setup > Setup Failure Reason

Creating Repaired Items

1. Create any Item: On the New Item list, click the appropriate item type: Assembly/Bill of Materials, Lot, Numbered, Serialized
2. On the item record, in the Custom Form field, select Warranty Assembly Item Form from the list.
3. On the Purchasing/Inventory subtab: Check the Special Work Order Item box.
4. On the Components subtab, add the assembly item to be associated with this repaired item.
5. The repaired items you create are added to the list in the Repaired Item field on the assembly item record. 

Setting up Warranty Details on Item Record

1. After setting up Warranty and Repairs Management, the Warranty Information subtab is added to item records of supported item types. 
2. Enable the Track Warranty preference and set the default warranty information. 
3. For assembly items, select the Warranty Assembly Item Form in the Custom Form field. 
4. On the item record, click the Warranty Information subtab and then check the Track Warranty box and setup Warranty Terms
5. For assembly items – in the Repaired Item field, select a repaired item from the list.

Warranty Repair Scenario

Warranty and Repairs Management provides the following features:

1. Warranty Registration
2. Claim Validation
3. Claim Processing

Warranty Registration

Claim Validation

Claim Processing 

Components to be added for Repair

Components can be added during the Work Order process.

GL Impacts in Warranty Scenario

GL impact will not be created for Second Invoice i.e., the Invoice created after repair. Since it is an invoice with a Zero amount.

Limitations in Warranty Scenario

If you have the Close RMA Upon SO Creation preference enabled, an RMA is automatically closed even when all items have not been received yet. 

When you create a sales order for partially received items, you cannot receive additional items on the item receipt