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 all claims filed by your customers to date. Product Protection and Shipping Protection claims each have their own list.
This feature may need to be enabled by your GSMIf you don't see Extend Claims under Product Protection or Shipping Protection in the left navigation, the feature may not be enabled for your store. Please contact your Growth Strategy Manager.
Find your claims
- Log into the Merchant Portal.
- In the left navigation, go to Product Protection > Extend Claims or Shipping Protection > Extend Claims.
Extend Claims appears under both Product Protection and Shipping Protection.
Searching claims
Use the search bar at the top of the claims list to search by Customer Email, Contract ID, Claim ID, or Transaction ID.
- Open Product Protection > Extend Claims or Shipping Protection > Extend Claims.
- Choose what to search by from the dropdown (Customer Email by default).
- Enter your search value and click Search.
- The list updates to show matching claims.
Sorting by Date Reported
The list is sorted by Date Reported, newest first. Click the DATE REPORTED column header to switch between ascending and descending order.
Applying Filters
Click Filters to narrow the list to a specific claim or group of claims. You can select multiple values and combine filter types. No filters are applied by default.
Claim Status Filter
Filter by claim status: Approved, Denied, Fulfilled, In Review, or Pending Adjudication.
Date Range Filters
Filter by Claim Reported Date or Claim Updated Date. Options are Today, Last 7 Days, Last 30 Days, or Custom.
Category
Filter by claim category: External or Internal.
Types (Product Protection only)
On the Product Protection list, filter by contract type: Product or Category.
Shipping Protection claims list
The Shipping Protection list works the same way, with the same search options and the Claim Status, date, and Category filters.
View Claim Details
Drill into any claim to see the customer, the reported issue, status, order, product, and service order details.
- Log into the Merchant Portal.
- Go to Product Protection > Extend Claims or Shipping Protection > Extend Claims.
- Search or filter to find the claim.
- Click anywhere on the claim row to open its details.
Product Protection Claim Details
The top of the page shows the claim summary: Type, Claim ID, Product, Contract, Assignee, Claim Status, and Resolution Status. A Fraud Risk indicator appears above the summary.
Below the summary, expand each section for more detail:
- Customer Information
- Claim Information: reported and incident dates, incident description, failure type and cause, service type, coverage, and coverage term
- Order Information: order number, order and shipment dates, tracking number, and shipping provider
- Product Information: product title, reference ID, category, purchase price, and limit of liability
- Service Order Information: service order ID, service type, remaining coverage, estimated fulfillment amount, plus Servicer, Failed/Fulfilled Product Shipment, and Expenses
At the bottom of the page, use the tabs to review the Incident Report (the customer's answers during filing), Adjudication, Fraud Report, and Attachments.
Claim Notes
Click Claim Notes in the bottom-right corner of any claim to add notes and track follow-ups and escalations.
Shipping Protection Claim Details
Shipping Protection claims use the same layout, with Claim Details, Order Information (including shipment status and delivered date), and Service Order Information.
The Service Order Information section shows how the claim was resolved, including the fulfillment resolution (for example, Virtual Card) and when the fulfillment email was sent.
Claim Status Definitions
You can view status definitions in the Merchant Portal by clicking the ? icon next to the STATUS column header.
| 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 Adjudication | The claim is pending an adjudication decision. |
| 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. |
| Merchant Review | A coverage determination has not yet been made. Extend is waiting for the merchant to review before proceeding. |
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 file a Product Protection or Shipping Protection claim on behalf of your customer from the Merchant Portal.
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Log into the Merchant Portal.
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Go to Product Protection > Extend Claims or Shipping Protection > Extend Claims.
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Click File a Claim in the top-right corner.
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On the Find an order to file a claim page, choose a search type (Transaction ID, Order ID, Customer Email, Customer Phone, Contract ID, or Customer ID), enter a value, and press Enter.
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Click the arrow next to the order to expand it. Each item shows its protection type and status (for example, Active).
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Click File Protection Claim next to the item.
If a claim is already open for an item, the File Protection Claim button is disabled. Hover over the info icon to see "A claim is already in progress for this item."
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Answer the questions based on what your customer tells you, then click Continue. Questions vary by contract type, plan, and product category.
At the end of the flow, the claim is either approved or sent to Extend for review.
If you are a merchant servicer and want to learn how to manage service orders, see Service Order Management.
Delivery + Returns
If your store has Returns, Exchanges, or Shipping Resolution enabled, the left navigation includes a Delivery + Returns section. These records are tied to an order, not to a Product or Shipping Protection contract, so they appear here instead of under Extend Claims.
Availability depends on your store setupThe sections you see in the left navigation depend on the programs enabled for your store. If you expect to see Delivery + Returns and don't, contact your Growth Strategy Manager.
Delivery + Returns in the left navigation.
What each page is for
| Page | What you'll find | Search by | Filters |
|---|---|---|---|
| Returns | Return requests filed by your customers | Email, Phone Number, Order ID, Transaction ID | Claim Status, Claim Reported Date, Claim Updated Date |
| Exchanges | Exchange requests filed by your customers | Email, Phone Number, Order ID, Transaction ID | Claim Status, Claim Reported Date, Claim Updated Date |
| Shipping Claims | Shipping Resolution claims for delivery issues on an order | Email, Phone Number, Order ID, Transaction ID | Claim Status, Claim Reported Date, Claim Updated Date |
| Resolutions | Resolutions (service orders) tied to these requests | Service Order ID, Customer Email | Status, Servicer |
Returns, Exchanges, and Shipping Claims lists
These three pages share the same layout. Each list shows Claim ID / Type, Age, Customer Name, Email, Status, Failure Type / Cause, Incident Date, and Assignee. The list is sorted by Age by default.
- Log into the Merchant Portal.
- In the left navigation, go to Delivery + Returns and choose Returns, Exchanges, or Shipping Claims.
- To search, choose a search type from the dropdown (Email by default), enter a value, and press Enter.
- To narrow the list, click Filter and choose Claim Status, Claim Reported Date, or Claim Updated Date.
- Click View on any row to open the record.
Returns
Exchanges
Shipping Claims
Resolutions
Use Resolutions to look up a specific resolution. Choose Service Order ID or Customer Email from the dropdown, enter a value, and press Enter. Use Filter to narrow results by Status or Servicer.
My Dashboard
Stores with Returns, Exchanges, or Shipping Resolution enabled also see My Dashboard, a work queue for items that need attention. It shows four widgets:
- Assigned to me: claims assigned to you
- Open Returns & Claims: open return, exchange, and shipping resolution claims
- Resolution needed: service orders that need an agent to take action
- Overdue follow-ups: overdue items that need agent follow-up
Claims start unassigned. You can assign a claim to yourself or a teammate from the Assignee field on the claim.
Export Claims List to CSV
To export claims, use the Full Data Export tool on the Analytics page in the Merchant Portal.
Note: Full Data Export currently includes Product Protection and Shipping Protection claims only. Returns, Exchanges, and Shipping Resolution claims are not included.
Updated 13 days ago