Hi Katherine,

As far as I am aware, the application does not support modifying these values at the points you mentioned.  Keep in mind that repair orders also can be generated from service orders as well and billing might be from the service order/contract involved at that point.

You are allowed to change the billing address itself but not the billing customer.

Thank you for the reply Phil.

We typically bill through the Repair Order. The billing address seems to be locked when the order reaches the Resolved status.

The user has already shipping the item in the system back to the customer. Any suggestions on how to cancel this order and create a new order or line to use for billing? 

Hi Katherine,

I also checked this with a senior business consultant who agrees it is not possible.  What the response was:

No it’s not possible in standard , it’s customer owned. You can change before it’s received, the only option is to complete the original at zero price, don’t ship it back or pretend you have by completing the ship list and then create a new repair order.