Manage your Claims
Manage, search, and file claims on behalf of your customers.
Search, Filter, and Sort the Claims List
You can use the Merchant Portal to search, filter, and sort on all the claims filed by your customers to date.
This feature may need to be enabled by your MSM
If the Claims tab in your Merchant Portal is not visible, you may not have the feature enabled. Please contact your MSM.
Warning
You can view, search, filter and sort on up to 100,000 claims total in the Merchant Portal. If you have more than 100,000 claims filed total, reach out to your Merchant Success Manager for more information.
Search by Customer Email, Contract ID, or Claim ID
You can use the search bar at the top of the Claim List View to search your claims by Customer Email, Contract ID, or Claim ID.
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Select the parameter you want to search by using the search dropdown (Customer Email by default)
- Click the Search button
Note
You will only be able to search for claims after your first customer has filed a claim.
Sort your Claim List
You can sort your entire list of claims on Date Reported (default).
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Click on your column title DATE REPORTED to switch between ascending/descending order
Apply Filters
You can apply filters on the Claim List View to narrow your list down to a specific claim or group of claims. You can select multiple filter values and/or multiple filter types at once as needed. Finally, you can apply multiple date range filters for even more granular searching.
The default view for your Claim List View will have no filters applied. We support four filter options:
Claim Status
Filter based on contract status. The available values are “Approved”, “Denied”, “Fulfilled”, and “In Review”.
Date Range Filters (Claim Reported Date, Claim Updated Date)
Filter claims by various date ranges related to the claim filing. The available data range filters are “Claim Reported Date” and “Claim Updated Date”.
Claim Type
Filter claims by type: Product Protection or Shipping Protection. By default, your Claim List View will show both Product Protection and Shipping Protection claims.
View Claim Details
You can use the Merchant Portal to drill into any of your customers' claims and view information about the customer, product failure, status and more.
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Search or filter to find a specific claim
- Click on the claim in the list view
Product Protection Claim View
Shipping Protection Claim View
File a Claim
You can use the Merchant Portal to file a claim against a product and/or shipping protection contract on behalf of your customer. This gives you more control over the customer interaction and experience.
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Click the File a Claim button
- Search for the contract that you want to file a claim against
- Click on the desired contract in the search results
- Answer the adjudication based on your customer's responses
Claims Fulfillment
Owning claim fulfillment as a company gives you the flexibility to replace products or components from your own stock and report the expenses to Extend for reimbursement.
This feature may need to be enabled by your MSM
By default, your customers' claims are fulfilled through Extend. If you are interested in fulfilling replacement claims directly through the Merchant Portal, reach out to your MSM for more information. Claims fulfillment must be enabled by your MSM.
Resolve a Service Order
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Search or filter to find a specific claim
- Click on the claim in the list view
- Scroll down to the Service Order block
- Click the Resolve Service Order button
- Place the order for the replacement product in your system
- Input the product replacement order details and customer shipping information
- Click the Resolve button
This will automatically add an expense to the service order and trigger an email to the customer with their fulfillment details.
Note
The Resolve Service Order button will only appear when the status of the service order is "Approved for Replacement"
Note
Users with the Merchant Agent role will also receive an email notification when a service order has been approved for replacement. Clicking the link in the email will direct the Merchant Agent to the appropriate claim detail view.
Add Expenses and Submit for Reimbursement
If your program includes other expenses (i.e. shipping, taxes, etc) you can add these expenses to the service order.
- Log into the Merchant Portal
- On the left navigation bar, click on Claims
- Search or filter to find a specific claim
- Click on the claim in the list view
- Scroll down to the Expenses block
- Click the Add an Expense button
- Add the expense Type, Amount, and Description
- Click the Add button
Note
You can add multiple expenses if needed by clicking the Add an Expense for each individual expense. Make sure you have added all of your expenses before requesting payment from Extend.
- After all expenses have been added, click the Request Payment button
- Confirm your request for payment by clicking the Request button
Note
Once you request payment from Extend, you will no longer be able to add expenses or edit the service order.
Field and Status Definitions
Every claim has a specific set of fields describing the details and status of the claim. The following fields are defined below. Additionally, you can view the field/status definitions within the Merchant Portal by hovering your cursor over column titles in your claims list view or clicking the information icon beside the Status field.
Claims List View Field Definitions
Field Name | Field Definition |
---|---|
Contract ID | Contract’s ID in Extend’s system |
Claim ID | Claim’s ID in Extend’s system |
Date Reported | Date claim was filed |
Customer Name | Customer’s name |
Customer Email | Customer’s email address |
Failure Type | Type of product failure reported by customer |
Incident Date | Date product failure occurred |
Status | Current status of the claim |
Type | Claim type, either Product Protection or Shipping Protection |
Claim Details View Field Definitions
Field Name | Field Definition |
---|---|
Product Name | Product name displayed to customers on your website |
Description | Description of the expense being added to the service order |
Contract ID | Unique ID of the contract in Extend's system |
Claim Status | Current status of the claim |
Fraudulent Activity | Flags any fraudulent activity on for the customer who filed the claim |
Product Serial Number | Product's serial number in your system |
Product Model Number | Product's model number in your system |
Product Manufacturer | Product manufacturer name |
Customer Name | Customer's first and last name |
Customer Email | Customer's email address |
Coverage | The type of coverage the associated contract is eligible for |
Coverage Term | Total length of coverage the customer is eligible for, in years |
Customer Phone | Customer's phone number |
Store Name | Name of your store in Extend's system |
Purchase Order Number | Purchase order number from your internal order management system |
Store ID | Unique ID of your store in Extend's system |
Customer Shipping Address | Customer's full shipping address |
Service Order ID | Unique ID of the service order in Extend's system |
Service Type | The type of service required on the product and plan i.e. 'Replacement' |
Status | Current status of the service order |
Assignee | The user or entity assigned to fulfill the service order and incur any expenses i.e. 'Extend' |
Remaining Coverage | Amount of coverage remaining on the contract at the point in time that the service order is created i.e. '50.00 USD' |
Product List Price | Price of the product as listed on your website |
Defective Product Shipping Status | Current status of replacement product shipment |
Defective Product Carrier | Carrier name assigned to the replacement product shipment |
Defective Product Tracking Number | Tracking number for the replacement product |
Claim Status Definitions
Status Name | Status Definition |
---|---|
Approved | The customer's entitlement has been reviewed and their claim is approved |
Fulfilled | The customer has received their replacement or repair |
Closed | The customer's reported issue has been closed with no further action required |
Denied | The customer's issue is outside of the coverage of their contract |
In Review | The customer’s reported issue is being reviewed |
Pending | The custom must take an action to progress the claim forward |
Service Order Status Definitions
Status Name | Status Definition |
---|---|
Replacement Approved | The product replacement has been approved for this customer's claim and is ready for fulfillment |
Tracking Required | Tracking details for the reaplacement order are required to resolve the service order |
Resolved | The service order has been resolved and this customer's claim is fulfilled |
Payment Requested | Your expenses have been submitted to Extend for review |
Payment Approved | Extend has approved reimbursement of your expenses and you will receive reimbursement in your next invoicing cycle |
Accepted | The service order has been created for the approved claim and assigned and accepted by the servicer |
Pending | The custom must take an action to progress the claim forward |
Updated 4 months ago