With this extension, you can work through cases efficiently by having a good track of the conversation, the amount of time spent working on it, and the parts used in a repair, and create an invoice from that information.

The solution also features functionality to display this sophisticated case form in a customer’s My Account view.

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Extension Features

Manage question cases
Manage repair service request cases
Display the sophisticated case form in your customer’s My Account view

Business Use Cases

Companies that deal in products that they support fixing can manage the RMA replacement of products that were returned for repairs
Managing a RMA process that returns a product for a refund
Allows for a differentiation between questions and service requests

Easy Case Differentiation in SuiteCommerce My Account

Differentiate Between Questions & Service Requests in My Account

Managing RMAs with this extension allows for differentiation between questions and service requests.

If a case is simply a question, it can be assigned to the rep who can answer the question, and if this is billable for your company the rep can record the time that they spent answering the question.
If a case is a service request, there is a field on the case record to manage that. The case can be assigned to a rep and a task for the repair will be created. Your employee managing the repair process can then mark down the time that they spent on the repair in the task, and mark down spare parts they used to fix the product.

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Customer Invoicing Button in SuiteCommerce My Account

Quickly and Accurately Invoice Customers for Billable Hours

Finally, this customization adds an invoice button on the case record that can be clicked once a case is resolved to generate an invoice from any billable work or parts associated with the case.

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