Manage your Contracts

Search, Filter, and Sort the Contracts List

You can use the Merchant Portal to search, filter, and sort on all the product and/or shipping 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, Customer Email, Customer ID, or Customer Phone

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, Customer Email, Customer ID, or Customer Phone.

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 and/or shipping 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 six different filter options:

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

Date Range Filters (Transaction Date, Canceled Date, Refunded Date, Updated Date)
Filter contracts by various date range options. The available data range filters are:

• Contract Transaction Date
• Contract Product Transaction Date
• Contract Canceled Date
• Contract Refunded Date
• Contract Updated Date

Contract Type
Filter contracts by type: Product Protection or Shipping Protection. By default, your Contract List View will show both Product Protection and Shipping Protection contracts.

View Contract Details

You can use the Merchant Portal to drill into any of your product and/or shipping protection contract sales and view information about the customer, transaction, product/shipping protection plan, shipment status, 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

Product Protection Contract View

Shipping Protection Contract 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 product/shipping protection 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 (only on product protection contracts)

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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.

Export Contracts List to CSV

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Exporting Contracts data to CSV is restricted to users that have the Merchant Owner role. Users with Merchant Agent role will not see the Export Contracts button.

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Each user can export Contracts data once every 24 hours. If a specific user in your Extend account attempts to export Contracts more than once in 24 hours, they will not receive a Download Email and will be directed to find the previous email sent in the last 24 hours to download their data.

You can use the Merchant Portal to generate a CSV of all product/shipping protection contracts your business has sold to date. The exported CSV can be used to perform external analysis of your contract sales over various timeframes and reconciliation. Your CSV column titles are defined below.

1. Log into the Merchant Portal
2. On the left navigation bar, click on Contracts
3. Click on Export Contracts

You will see a message letting you know that your CSV export is currently being processed and that you will receive an email with a link to download as soon as it is ready. This should only take a few minutes.

5. Check your email (email is sent to user's email who initiated the export)
6. Click Log in to download and log in if you are not already logged in
7. After you've been redirected to the download page in the Merchant Portal, click Download CSV to download your Contracts CSV file

Your should see the CSV file downloading directly in your browser. Depending on the number of contracts being downloaded, this download can take some time to complete.

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Note

Your download link is valid for 3 days from the time you click Export Contracts. After 3 days, your link will expire and you will need to initiate an export again.

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 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, the customer's claim will either be approved immediately or be put into a queue to be reviewed by Extend.

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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

Contract Detail View Field Definitions

Status Definitions