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


Your Contract List View search results will display any and all contracts that contain your search value.
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).
- Log into the Merchant Portal
- On the left navigation bar, click on Contracts
- 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.
- Log into the Merchant Portal
- On the left navigation bar, click on Contracts
- Search or filter to find a specific contract
- Click on the contract in the list view


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




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.
- Log into the Merchant Portal
- On the left navigation bar, click on Contracts
- Search or filter to find a specific contract
- Click on the contract in the list view
- Click the File a Claim button
- 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.
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 |
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. |
Updated 18 days ago