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.

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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.

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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.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Select the parameter you want to search by using the search dropdown (Customer Email by default)
  4. Click the Search button

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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).

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. 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.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Search or filter to find a specific claim
  4. 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.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Click the File a Claim button
  4. Search for the contract that you want to file a claim against
  5. Click on the desired contract in the search results
  6. 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.

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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

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Search or filter to find a specific claim
  4. Click on the claim in the list view
  5. Scroll down to the Service Order block
  6. Click the Resolve Service Order button

  1. Place the order for the replacement product in your system
  2. Input the product replacement order details and customer shipping information
  3. 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.

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Note

The Resolve Service Order button will only appear when the status of the service order is "Approved for Replacement"

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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.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Claims
  3. Search or filter to find a specific claim
  4. Click on the claim in the list view
  5. Scroll down to the Expenses block
  6. Click the Add an Expense button
  7. Add the expense Type, Amount, and Description
  8. Click the Add button

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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.

  1. After all expenses have been added, click the Request Payment button
  2. Confirm your request for payment by clicking the Request button

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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 NameField Definition
Contract IDContract’s ID in Extend’s system
Claim IDClaim’s ID in Extend’s system
Date ReportedDate claim was filed
Customer NameCustomer’s name
Customer EmailCustomer’s email address
Failure TypeType of product failure reported by customer
Incident DateDate product failure occurred
StatusCurrent status of the claim
TypeClaim type, either Product Protection or Shipping Protection

Claim Details View Field Definitions

Field NameField Definition
Product NameProduct name displayed to customers on your website
DescriptionDescription of the expense being added to the service order
Contract IDUnique ID of the contract in Extend's system
Claim StatusCurrent status of the claim
Fraudulent ActivityFlags any fraudulent activity on for the customer who filed the claim
Product Serial NumberProduct's serial number in your system
Product Model NumberProduct's model number in your system
Product ManufacturerProduct manufacturer name
Customer NameCustomer's first and last name
Customer EmailCustomer's email address
CoverageThe type of coverage the associated contract is eligible for
Coverage TermTotal length of coverage the customer is eligible for, in years
Customer PhoneCustomer's phone number
Store NameName of your store in Extend's system
Purchase Order NumberPurchase order number from your internal order management system
Store IDUnique ID of your store in Extend's system
Customer Shipping AddressCustomer's full shipping address
Service Order IDUnique ID of the service order in Extend's system
Service TypeThe type of service required on the product and plan i.e. 'Replacement'
StatusCurrent status of the service order
AssigneeThe user or entity assigned to fulfill the service order and incur any expenses i.e. 'Extend'
Remaining CoverageAmount of coverage remaining on the contract at the point in time that the service order is created i.e. '50.00 USD'
Product List PricePrice of the product as listed on your website
Defective Product Shipping StatusCurrent status of replacement product shipment
Defective Product CarrierCarrier name assigned to the replacement product shipment
Defective Product Tracking NumberTracking number for the replacement product

Claim Status Definitions

Status NameStatus Definition
ApprovedThe customer's entitlement has been reviewed and their claim is approved
FulfilledThe customer has received their replacement or repair
ClosedThe customer's reported issue has been closed with no further action required
DeniedThe customer's issue is outside of the coverage of their contract
In ReviewThe customer’s reported issue is being reviewed
PendingThe custom must take an action to progress the claim forward

Service Order Status Definitions

Status NameStatus Definition
Replacement ApprovedThe product replacement has been approved for this customer's claim and is ready for fulfillment
Tracking RequiredTracking details for the reaplacement order are required to resolve the service order
ResolvedThe service order has been resolved and this customer's claim is fulfilled
Payment RequestedYour expenses have been submitted to Extend for review
Payment ApprovedExtend has approved reimbursement of your expenses and you will receive reimbursement in your next invoicing cycle
AcceptedThe service order has been created for the approved claim and assigned and accepted by the servicer
PendingThe custom must take an action to progress the claim forward