Manage your Claims

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

7. Place the order for the replacement product in your system
8. Input the product replacement order details and customer shipping information
9. 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.

9. After all expenses have been added, click the Request Payment button
10. 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

Claim Details View Field Definitions

Claim Status Definitions

Service Order Status Definitions