Change the Customer on an Open Case

If a case was opened under the wrong customer, or a vehicle has been transferred to a new owner, you can correct the customer directly from the open case. The application walks you through the correction with a step-by-step process and handles the related updates automatically.

Depending on the case's current state, the application will either update the customer on the spot or create a corrected copy of the case and close the original. In some situations, the change cannot be made — the application will explain why.

Before You Begin

General Managers, Service Managers, and Service Advisors can change the customer on an open case.

NOTE: Technicians cannot change the customer on a case. If you spot the wrong customer and you are a technician, let your service advisor or manager know so they can make the correction.

Your location’s admin controls whether this feature is available and who can use it. If you do not see a Change link next to the customer name on the case, contact your admin.

Change the Customer on a Case

This process takes four steps. If the vehicle has other open cases, an additional step lets you apply the same change to those cases simultaneously.

The application checks the case's current state and determines how to apply the change. There are three possible outcomes:

Result	What It Means
Customer updated directly	The application updated the customer on the existing case. No further action is needed.
Case copied, original closed	The case had already been sent to your shop management system. The application created a corrected copy with all existing work carried over — operations, notes, and attachments — and closed the original. You will need to resend the new case to your shop management system.
Change not allowed	Something on the case is preventing the change. The application will show you the reason. See “If the Change Is Blocked” for details.

Open the Change Customer Modal

Open the case you need to correct.
Find the Customer section near the top of the case.
Click Change next to the customer name. The Change Customer modal opens.

Search for the New Customer

Choose your search criteria from the available options (for example, customer name or account number).
Enter the relevant information and review the results.
Select the correct customer from the list.
Click Continue.

Update Other Open Cases for the Same Vehicle

If the vehicle has other open cases, the application displays them here and lets you apply the same customer change at the same time.

Review the list of other open cases for the vehicle.
Select the cases you want to update. You can choose all, some, or none.
Click Continue.

NOTE: Each case is evaluated separately. Some may be updated directly, while others require a copy to be created, depending on their current state. If the vehicle has no other open cases, this step does not appear.

Review and Confirm

Check the summary screen. It shows the current customer and the new customer you selected.
Review the Bill To and Ship To fields. By default, these update to match the new customer. Uncheck the option to keep the existing billing details.
Click Change Customer to apply.

NOTE: Changing the customer may affect labor and parts pricing. A warning is shown on the summary screen before you confirm.

View the Results

When the update is complete, the application displays a confirmation showing the outcome for each updated case. The confirmation will show one of the following outcomes for each case:

Result	What It Means
Customer updated directly	The application updated the customer on the existing case. No further action is needed.
Case copied, original closed	The case had already been sent to your shop management system. The application created a corrected copy with all existing work carried over — operations, notes, and attachments — and closed the original. You will need to resend the new case to your shop management system.
Change not allowed	Something on the case is preventing the change. The application will show you the reason. See “If the Change Is Blocked” for details.

Every change is logged automatically, including who made it, when, what changed, and the outcome.

If a case was copied and the original was closed, you will be taken to the new case.

Review Open Cases After a Vehicle Transfer

When a vehicle is transferred to a new owner, any open cases linked to that vehicle are not automatically updated. After a successful transfer, the application will prompt you to review the open cases so that nothing points to the previous owner.

To update open cases after a vehicle transfer:

After completing the vehicle transfer, look for the prompt that appears in the success message on the edit vehicle screen.
Select the prompt to open the list of active cases linked to that vehicle.
Select the cases you want to update with the new owner’s information.
Follow the same review and confirmation steps described above.

NOTE: You are not required to update all open cases after a transfer. If an older case should remain under the previous customer for record-keeping purposes, simply leave it unselected.

If the Change Is Blocked

In some situations, the application will not allow the customer to be changed. The most common reasons are listed below.

Reason	What to Do
A quote already exists on the case	Estimate versions on the case always block reassignment. Contact your manager to discuss next steps.
Fleet has not released the vehicle	The fleet customer must release the vehicle before it can be reassigned. Contact the fleet account to request a release.
Your role does not have permission	Contact your manager or admin to have the change made on your behalf.
Feature not enabled at your location	Contact your admin to request access. Admins can enable the feature for your location or across your service group.

Frequently Asked Questions

Will all of my work carry over if a copy of the case is created?
Yes. When the application creates a corrected copy, it carries over all operations, internal notes, and attachments. The original case is closed and kept for your records.

Can I change a fleet vehicle to a different fleet?
No. Changing from one fleet customer to another is not supported. The fleet must release the vehicle first, and then it can be assigned to a different customer through the transfer process.

What happens to the Bill To and Ship To information?
By default, both fields update to match the new customer. You can uncheck this option on the review screen if you need to keep the existing billing details.

Is there a record of who changed the customer?
Yes. Every customer change is logged automatically, including who made it, when it was made, what changed, and the outcome.

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