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Why is the Return email address is incorrect when sending Customer Statements?

edited Jun 2, 2025 2:51PM in Ask A Guru 2 comments

We are currently facing an issue with NetSuite’s Customer Statements functionality. Before pursuing a custom solution, I wanted to check if anyone has encountered and resolved this issue previously.

We uses the multi-subsidiary customer feature. When sending customer statements in bulk, NetSuite defaults to using the Company Return Email Address of the parent subsidiary, regardless of the subsidiary associated with the statement.

The email preferences are correctly configured to use the Subsidiary Return Email Address for transactions, but NetSuite does not classify statements as transactions in the same way it does for invoices and other similar items.

We’ve tried creating a saved search with a scheduled workflow, but this approach hasn’t worked with the multi-subsidiary customer feature.

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