Claims Management
Manage, search, and file claims on behalf of your customers.
Interacting with 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 GSM
If the Claims & Returns tab in your Merchant Portal is not visible, the feature may not be enabled for your store. Please contact your Growth Strategy Manager.
You can use the search bar at the top of the Claim List View to search claims by Customer Email, Contract ID, or Claim ID.
- Log into the Merchant Portal
- On the left navigation bar, click on Claims & Returns
- Select the parameter you want to search by using the search dropdown (Customer Email by default)
- Click the Search button
- The claims will be filtered based on your search criteria

Sorting by Date Reported
You can sort the list of claims by Date Reported (default descending).
- 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

Applying 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.
The default view for your Claim List View will have no filters applied. The following filter options are supported.
Claim Status Filter
Filter based on claim status. The available values are “Approved”, “Denied”, “Fulfilled”, and “In Review”.

Date Range Filters
Filter claims by various date range options. The available date range filters are:
- Claim Reported Date
- 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 anywhere on the claim record to view the details

Product Protection Claim Details

Shipping Protection Claim Details




Claim Status Definitions
Every claim has a specific set of fields describing the details and status of the claim. You can view the status definitions within the Merchant Portal by clicking the information icon beside the Status fields.
Status | Definition |
---|---|
Approved | The customer’s reported issue is covered. The claim will be processed. Customer will receive reimbursement/compensation, or their product will be repaired/replaced. |
In Review | A coverage determination has not yet been made. Extend is evaluating if the customer’s reported issue will be covered. |
Denied | The customer’s reported issue is not eligible for coverage based on the contract’s limit of liability. |
Pending | Defective product is pending shipment by the customer to the servicer, or additional information has been requested from the customer. |
Fulfilled | Customer has received reimbursement/compensation, or their product has been repaired/replaced. |
Closed | The claim has been closed. Fulfillment or further action is not required. |
Service Order Status Definitions
Service Orders are always associated to Claims. Service Orders follow different lifecycles depending on the Service Type. Extend supports the following service types and statuses.
Replacement
Status | Definition |
---|---|
Created | Service Order has been created. |
Accepted | Service Order has been accepted by the Servicer and is under review. |
Replacement Approved | Replacement has been approved; fulfillment is in progress. |
Pending | Awaiting product shipment or additional information from customer. |
Replacement Shipped | Replacement product has been shipped to the customer. |
Payment Requested | Payment has been requested; expenses are under review by Extend. |
Payment Approved | Extend has reviewed and approved expenses for payment. |
Paid | Service Order expenses have been paid / reimbursed by Extend. |
Closed | Service Order has been closed. No further action is required. |
Onsite Repair
Status | Definition |
---|---|
Created | Service Order has been created. |
Assigned | Service Order has been assigned to a Servicer and is awaiting acceptance into the scheduling queue. |
Accepted | The Service Order has been accepted by the Servicer and repair scheduling is now in progress. |
Repair Complete | Repair is complete. |
Payment Requested | Payment has been requested; expenses are under review by Extend. |
Payment Approved | Extend has reviewed and approved expenses for payment. |
Paid | Service Order expenses have been paid / reimbursed by Extend. |
Closed | Service Order has been closed. No further action is required. |
Depot Repair
Status | Definition |
---|---|
Created | Service Order has been created. |
Assigned | Service Order has been assigned to a Servicer and is awaiting acceptance into the repair backlog. |
Accepted | Service Order has been accepted into the repair backlog and receipt of defective product is pending. |
Defective Product Shipped | Customer has shipped product to Servicer for repair. |
Repair Started | Servicer has received product and repair is in process. |
Repaired Product Shipped | Repair is complete. Repaired product has been shipped back to customer. |
Payment Requested | Payment has been requested; expenses are under review by Extend. |
Payment Approved | Extend has reviewed and approved expenses for payment. |
Paid | Service Order expenses have been paid / reimbursed by Extend. |
Closed | Service Order has been closed. No further action is required. |
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.
- 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 questions based on the information provided by the customer. The adjudication flow will differ depending on contract type, plan type, and product category.



At the end of the flow, the customer's claim will either be approved or be put into a queue to be reviewed by Extend.
If you are a merchant servicer and would like to learn how to manage service orders, please continue on and review the following page: Service Order Management
Export Claims List to CSV
To export claims, please leverage the Full Data Export tool on the Analytics tab in the Merchant Portal
Updated 8 days ago