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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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 two different filter types:

Claim Status
Filter based on contract status. The available values are “Approved”, “Denied”, “Fulfilled”, and “In Review”.

Date Range
Filter claims by various date ranges related to the claim filing. The available data range filters are “Claim Reported Date” and “Updated Date”.



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


File a Claim

You can use the Merchant Portal to file a claim against a product 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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Note

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 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

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

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

Denied

The customer's issue is outside of the coverage of their contract

In Review

The customer’s reported issue is being reviewed


What’s Next
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