Cadbury

Create a return authorization from a support case in NetSuite

Use Return Authorization from Case to return three invoice units, create a replacement sales order, and verify the saved links and approval statuses.

Published 5 min read Watch the walkthrough

The quick answer

With Return Authorization from Case installed, open the case in view mode, use Search Transaction to select the customer's eligible invoice, and choose Return Authorization. Select the affected item and partial quantity, review the generated transaction, and save. Repeat the search for a Replacement Sales Order when required, then verify both saved records on the case.

The screenshots use sample data and fictional person and operating-company names.

Before you start

You need the installed Return Authorization from Case SuiteApp, Customer Support and Service, Sales Orders, and Return Authorizations enabled, plus access to the case and transactions. The active case form must expose the SuiteApp fields and Search Transaction. This example uses CASE240 for Harbor Equipment Services and invoice INV1840. Confirm invoice eligibility and remaining returnable quantities independently. Required fields, approvals, shipping, tax, and procurement depend on the account. Your role must permit viewing invoices, editing cases, and creating the return and replacement transactions. A case supports one source transaction, one return authorization, and one replacement order through this workflow. The records, amounts, and approval statuses shown are example results.

01. Open the case in view mode

Open Lists → Support → Cases and open CASE240. Confirm the customer and Damaged actuator issue. If Search Transaction or the SuiteApp fields are missing, check installation and the active form before proceeding. For a Customer Invoice search, confirm the invoice is Open or Paid in Full.

Open the support case in view mode. Search Transaction starts the installed SuiteApp workflow.

02. Find the source invoice

Click Search Transaction. Set From and To to cover INV1840, choose Customer Invoice in Transaction Type, enter INV1840 in Document Number, and click Search. Confirm the invoice belongs to Harbor Equipment Services. Click Select Transaction beside that invoice.

The search returns one eligible invoice, INV1840. Confirm its customer and date before selection.

03. Select three return units

On Create Transaction, choose Return Authorization, select ACT-220 actuator, and enter Quantity 3. Compare that quantity with Returnable Quantity 12 and the independently verified remaining balance. Stop if the item is absent or its returnable quantity is blank or insufficient. Click Submit to open the generated transaction for review; Submit does not finish saving it.

Return three units from the twelve shown as returnable. Check the remaining quantity independently.

04. Save and check the return

Review customer, source invoice, related case, item, quantity, price, shipping, tax, and required fields. The walkthrough resolves an inactive copied Shipping Method before saving; choose an approved active method for your account. Save only after resolving every warning and required-field error. Verify RA1705, three units, total 237.00, and Pending Approval. Reopen CASE240 to check the invoice and return links. Saving does not receive stock or pay a refund.

In this example, RA1705 is saved in Pending Approval. Created From is INV1840 and Related Case is CASE240; field visibility depends on the form.
Reopen the case and check its source invoice and return authorization links.

05. Create the replacement sales order

If replacement is required, use Search Transaction again and select INV1840. Choose Replacement Sales Order, select ACT-220 actuator, enter Quantity 3, and Submit. A case supports one return authorization and one replacement order through this workflow. Review copied and missing body and line fields, including units, location, pricing, tax, and shipping, before saving. Promotions are not supported by this replacement creation; create a promoted replacement manually. Check SO1805 and its actual approval status after Save.

In this example, SO1805 has three units totaling 237.00 and Pending Approval status. Its exposed Create PO cell is empty.

Inspect Create PO and Related Records where exposed. Drop-ship procurement depends on item and account configuration; no purchase order is generated in this example. Reopen the case and verify INV1840, RA1705, and SO1805. The return still needs its receiving and credit processing, and the replacement needs its approval and shipment processing. Receiving, a credit memo or refund, and replacement fulfillment and billing are separate operations.

The case retains the original invoice and both new transaction links.

Common questions

What does Return Authorization from Case create?

It creates a return authorization or a replacement sales order from an eligible customer invoice or sales order selected through a support case. The example returns three ACT-220 units from INV1840 and creates a separate three-unit replacement.

Can I return only part of the invoice quantity?

Yes. Select the affected item line and enter the partial quantity. Compare it with the displayed Returnable Quantity and independently check prior return activity before submitting.

Can one case have multiple returns or replacements through this workflow?

The SuiteApp supports one return authorization and one replacement sales order per case. Check the existing links before starting another transaction.

Why is Search Transaction missing from my case?

Check the installed SuiteApp, enabled features, role permissions, and active case form. An incompatible form can omit the SuiteApp fields and action. Open the case in view mode.

Does saving the return or replacement finish receiving and shipping?

No. Receiving returned goods, issuing a credit or refund, approving and fulfilling the replacement, and billing it are separate operations. Procurement also depends on item and account configuration; this example creates no purchase order.