Manage your Contracts

Manage, search, and update your product and/or shipping 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 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, 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 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 to CSV is restricted to users that have the Merchant Owner role. Users with Merchant Agent role will not see the Export Contracts button.

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.

CSV Column TitleDefinition
nameCustomer's first and last name
phoneCustomer's phone number
emailCustomer's email address
billingAddress1Customer's billing address (first line)
billingAddress2Customer's billing address (second line)
billingCityCustomer's billing city
billingCountryCodeCustomer'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
billingPostalCodeCustomer's billing postal code
billingProvinceCodeCustomer's billing province code

This is an ISO 3166-2 formatted region. See https://en.wikipedia.org/wiki/ISO_3166-2 for more information.
shippingAddress1Customer's shipping address (first line)
shippingAddress2Customer's shipping address (second line)
shippingCityCustomer's shipping city
shippingCountryCodeCustomer'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
shippingPostalCodeCustomer's shipping postal code
shippingProvinceCodeCustomer's shipping province code

This is an ISO 3166-2 formatted region. See https://en.wikipedia.org/wiki/ISO_3166-2 for more information.
contractTypeType of contract, either Product Protection or Shipping Protection
orderIdUnique ID of your order in Extend's system
merchantCustomerIdUnique ID of your customer in your internal system
resellerMerchantIdUnique ID for the reseller
resellerMerchantNameName of the reseller
resellerMerchantDomainDomain of the reseller
sourceAgentSales agent who is the source of contract creation
sourceChannelThe sales channel the contract came from
sourceIntegratorIdThe integrator ID that the contract came from
sourceLocationIdThe location ID for the location the contract was generated from
sourcePlatformThe platform the contract was generated from
coverageStartsDate the product protection plan coverage begins for the customer
coverageEndsDate the product protection plan coverage ends for the customer
contractIdUnique ID of the contract in Extend's system
lineItemIdUnique ID of a line item within an order generated in Extend's system
createdAtDate/time the contract was created
refundedAtDate/time the contract was refunded
refundAmountAmount refunded
updatedAtDate/time the contract was updated
canceledAtDate/time the contract was canceled
isTestDetermines 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.
currencyCurrency used to purchase the contract
statusCurrent status of the contract
transactionIdTransaction ID in your system (typically order ID)
transactionDateDate the order was created
transactionTotalTotal amount spent on the order
sellerNameName of the store the contract was purchased from
sellerIdUnique ID of the store the contract was purchased from
planIdUnique ID of the product or shipping protection plan in Extend's system
planPurchasePricePrice customer paid for plan after any discounts/coupons applied
planCategoryThe category the product/shipping protection plan belongs to
productListPricePrice of the product as listed on your website
productPurchasePricePrice customer paid for product after any discounts/coupons applied
poNumberPurchase order number from your internal order management system
productSerialNumberProduct's serial number in your system
productPurchaseDateDate the product was purchased by the customer
productReferenceIdProduct’s ID in your system (often same as SKU)
productsFor shipping protection contracts, this is the list of products covered by the contract
  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.

  1. Check your email (email is sent to user's email who initiated the export)
  2. Click Log in to download and log in if you are not already logged in

  1. 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 Leads. After 3 days, your link will expire and you will need to re-apply your filters and export again.

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 NameField Definition
TypeContract type, either Product Protection or Shipping Protection
Transaction IDTransaction ID in your system (typically order ID)
Trans DateDate the order was created
Customer NameCustomer’s name
Customer EmailCustomer’s email address
Prod NameProduct name displayed to customers on your website
Contract IDContract’s ID in Extend’s system
Plan PricePrice customer paid for plan after any discounts applied
StatusCurrent status of the contract

Contract Detail View Field Definitions

Field NameField Definition
Transaction IDTransaction ID in your system (typically order ID)
Order ID *Unique ID of your order in Extend's system
PO NumberPurchase order number from your internal order management system
Full NameCustomer's first and last name
Phone NumberCustomer's phone number
EmailCustomer's email address
[Billing] AddressCustomer's billing address (first line)
[Billing] Address 2Customer's billing address (second line)
[Billing] CityCustomer's billing city
[Billing] Province CodeCustomer'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 CodeCustomer's billing postal code
[Billing] Country CodeCustomer'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] AddressCustomer's shipping address (first line)
[Shipping] Address 2Customer's shipping address (second line)
[Shipping] CityCustomer's shipping city
[Shipping] Province CodeCustomer'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 CodeCustomer's shipping postal code
[Shipping] Country CodeCustomer'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 IDUnique ID of your store in Extend's system
Contract IDUnique ID of the contract in Extend's system
Is TestDetermines 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 StatusCurrent status of the contract
Plan IDUnique ID of the product or shipping protection plan in Extend's system
Purchase PricePrice customer paid for plan after any discounts/coupons applied
List PricePrice of the plan as listed on your website
Date CreatedDate the contract was created in Extend's system
Transaction DateDate the order was created in Extend's system
Date CanceledDate the contract was canceled
Date RefundedDate the contract refund from Extend was initiated
Date UpdatedLast date the contract was updated
Coverage Start DateDate the product protection plan coverage begins for the customer
Coverage End DateDate the product protection plan coverage ends for the customer
Reference IDProduct’s ID in your system (often same as SKU)
Serial NumberProduct's serial number in your system
Purchase PricePrice customer paid for product after any discounts/coupons applied
Product NameProduct name displayed to customers on your website
Product List PricePrice of the product as listed on your website
Product Purchase DateDate the product was purchased by the customer
Mfr Warranty Length - PartsLength (in months) of the manufacturers warranty for parts
Mfr Warranty Length - LaborLength (in months) of the manufacturers warranty for labor

Status Definitions

Status NameStatus Definition
ActiveCoverage has started and claims can be filed against the protection plan
CanceledCanceled by the request of the customer. Future claims will be rejected.
FulfilledAll available entitlements have been consumed. Future claims will be rejected.
DeliveredAll shipments covered by the shipping protection plan have been delivered. Future claims will be reviewed manually.
ExpiredProduct protection coverage has ended. Future claims against will be rejected.
VoidedVoided by your organization due to fraud. Future claims against will be rejected.
TerminatedTerminated by Extend due to fraud. Future claims against will be rejected.