Manage your Contracts

Manage, search, and update your product protection contracts. Cancel contracts, view associated claims, and file claims against your customers' contracts.

Search, Filter, and Sort the Contracts List

You can use the Merchant Portal to search, filter, and sort on all the product protection contracts you’ve sold to date.

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Warning

You can view, search, filter and sort on up to 100,000 contracts total in the Merchant Portal. If you have sold more than 100,000 contracts total, reach out to your Merchant Success Manager for more information.

Search by Transaction ID, Contract ID, Reference ID, or Customer Email
You can use the search bar at the top of the Contract List View to search your contracts by Transaction ID, Contract ID, Reference ID, or Customer Email.

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

Your Contract List View search results will display any and all contracts that contain your search value.

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Note

You will only be able to search for contracts after your company has sold its first product protection plan.

Sort your Contract List
You can sort your entire list of contracts on Transaction Date (default).

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Contracts
  3. Click on your column title TRANS DATE to switch between ascending/descending order

Apply Filters
You can apply filters on the Contract List View to narrow your list down to a specific contract or group of contracts. 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 Contract List View will have no filters applied. We support two different filter types:

Contract Status
Filter based on contract status. The available values are “Active”, “Canceled”, “Fulfilled”, “Expired”, “Voided” and “Terminated”.

Date Range
Filter contracts by various date range options. that the product(s) were created in Extend’s system. The available data range filters are “Transaction Date”, “Product Transaction Date”, “Canceled Date”, “Refunded Date”, and “Updated Date”.



View Contract Details

You can use the Merchant Portal to drill into any of your product protection contract sales and view information about the customer, transaction, product protection plan, metadata and more.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Contracts
  3. Search or filter to find a specific contract
  4. Click on the contract in the list view

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Note

You may see slightly different fields on your Contract Details View based on your integration. For more information, reach out to your Merchant Success Manager.



Update Contract Details

The Account Owner role can use the Merchant Portal to update specific customer and product information on an active contract.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Contracts
  3. Search or filter to find a specific contract
  4. Click on the contract in the list view
  5. Click the Edit button on the Customer or Product Information block

Users with the Account Owner role can edit the following fields on a contract:

  • Customer Full Name
  • Customer Phone Number
  • Customer Email
  • Customer Billing Address
  • Customer Shipping Address
  • Product Serial Number

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Note

Users with Merchant Agent role cannot edit fields on the contract directly. If a user with Merchant Agent role is designated to file claims on behalf of a customer, they will have the opportunity to update the customer's Shipping Address as part of the File a Claim flow.



Cancel a Contract

You can use the Merchant Portal to cancel a contract by the request of your customer. You will be required to verify that you have refunded your end customer before you cancel the contract and receive credit from Extend at the end of your billing cycle.

  1. Log into the Merchant Portal
  2. On the left navigation bar, click on Contracts
  3. Search or filter to find a specific contract
  4. Click on the contract in the list view
  5. Click the Refund button
  6. Check the checkbox verifying that you have refunded your end customer
  7. Click the Report Refund button

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Warning

In order to cancel a contract and be refunded at the end of your billing cycle, you must first refund you customer using your own payment system. You will not be able to report a refund until you have checked the box in the modal verifying that you have refunded your customer. Clicking Report Refund will immediately cancel the contract, and initiate a process that will credit you the appropriate amount at the end of the current billing cycle.



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 Contracts
  3. Search or filter to find a specific contract
  4. Click on the contract in the list view
  5. Click the File a Claim button
  6. Answer the adjudication based on your customer's responses






At the end of the flow, your claim will either be approved immediately or be put into a queue to be reviewed by Extend's warranty operations team.

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Note

You can also File a Claim from the Claims List View.

Field and Status Definitions

Every contract has a specific set of fields describing the details and status of the contract. 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 contracts list view or clicking the information icon beside the Status field.

Contracts List View Field Definitions

Field Name

Field Definition

Transaction ID

Transaction ID in your system (typically order ID)

Trans Date

Date the order was created

Customer Name

Customer’s name

Customer Email

Customer’s email address

Prod Name

Product name displayed to customers on your website

Prod Ref ID

Product’s ID in your system (often same as SKU)

Contract ID

Contract’s ID in Extend’s system

Plan Price

Price customer paid for plan after any discounts applied

Status

Current status of the contract

Contract Detail View Field Definitions

Field Name

Field Definition

Transaction ID

Transaction ID in your system (typically order ID)

Order ID *

Unique ID of your order in Extend's system

Transaction Total

Total price paid for the order, including both products and product protection plan(s) sold

Currency Code

This is an ISO-4217 currency code that the product protection plan was purchased with

PO Number

Purchase order number from your internal order management system

Full Name

Customer's first and last name

Phone Number

Customer's phone number

Email

Customer's email address

[Billing] Address

Customer's billing address (first line)

[Billing] Address 2

Customer's billing address (second line)

[Billing] City

Customer's billing city

[Billing] Province Code

Customer's billing province code

This is an ISO 3166-2 formatted region. See https://en.wikipedia.org/wiki/ISO_3166-2 for more information.

[Billing] Postal Code

Customer's billing postal code

[Billing] Country Code

Customer's billing country code

This is an ISO 3166-1 region code. See https://en.wikipedia.org/wiki/ISO_3166-1_alpha-2 for more information

[Shipping] Address

Customer's shipping address (first line)

[Shipping] Address 2

Customer's shipping address (second line)

[Shipping] City

Customer's shipping city

[Shipping] Province Code

Customer's shipping province code

This is an ISO 3166-2 formatted region. See https://en.wikipedia.org/wiki/ISO_3166-2 for more information.

[Shipping] Postal Code

Customer's shipping postal code

[Shipping] Country Code

Customer's shipping country code

This is an ISO 3166-1 region code. See https://en.wikipedia.org/wiki/ISO_3166-1_alpha-2 for more information

Store Name

Name of your store in Extend's system

Store ID

Unique ID of your store in Extend's system

Contract ID

Unique ID of the contract in Extend's system

Is Test

Determines whether the contract is a test contract vs. live contract

If the value is "True", your company will not be invoiced for the transaction at the end of the billing cycle.

Contract Status

Current status of the contract

Plan ID

Unique ID of the product protection plan in Extend's system

Plan Purchased Price

Price customer paid for plan after any discounts/coupons applied

Plan List Price

Price of the plan as listed on your website

Plan Subcategory

Subcategory of the plan in Extend's system

Date Created

Date the contract was created in Extend's system

Plan Purchased Date

Date the contract was purchased by the customer

Transaction Date

Date the order was created in Extend's system

Date Canceled

Date the contract was canceled

Date Refunded

Date the contract refund from Extend was initiated

Date Updated

Last date the contract was updated

Coverage Start Date

Date the product protection plan coverage begins for the customer

Coverage End Date

Date the product protection plan coverage ends for the customer

Reference ID

Product’s ID in your system (often same as SKU)

Serial Number

Product's serial number in your system

Purchase Price

Price customer paid for product after any discounts/coupons applied

Product Name

Product name displayed to customers on your website

Product List Price

Price of the product as listed on your website

Product Purchase Date

Date the product was purchased by the customer

Brand

Product brand, manufacturer, or vendor

SKU

A unique identifier for the product that is specific to your store

Image

A url pointing to the primary image for the product

GTIN

Global Trade Item Number (GTIN) - A unique identifier for trade items, developed by GS1

UPC

The Universal Product Code (UPC) barcode

ASIN

The Amazon Standard Identification Number (ASIN)

Barcode

The product's barcode. Non-Standard

Product Transaction ID

Transaction ID in your system (typically order ID)

Mfr Warranty Length - Parts

Length (in months) of the manufacturers warranty for parts

Mfr Warranty Length - Labor

Length (in months) of the manufacturers warranty for labor

Agent ID

The name or ID of point of purchase employee or third party seller

Channel

The sales channel through which the warranty was sold i.e. 'callcenter'

Integrator ID

The integrated system that created the contract i.e. 'netsuite'

Location ID

This property represents more specific information about the sales channel such as a store number, campaign id, website, third-party

Platform

The e-commerce platform ie. 'shopify'

Status Definitions

Status Name

Status Definition

Active

Coverage has started and claims can be filed against the protection plan

Canceled

Canceled by the request of the customer. Future claims will be rejected.

Fulfilled

All available entitlements have been consumed. Future claims will be rejected.

Expired

Product protection coverage has ended. Future claims against will be rejected.

Voided

Voided by your organization due to fraud. Future claims against will be rejected.

Terminated

Terminated by Extend due to fraud. Future claims against will be rejected.


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