Contracts Management

Interacting with the Contracts List

You can use the Merchant Portal to search, filter, and sort on all the product and/or shipping protection contracts associated with your Store(s). Use the search bar at the top of the Contract List View to search your contracts by Transaction ID, Contract ID, Customer Email, Customer ID, Customer Phone or product Serial Number.

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

5. The contracts list will be filtered based on your search criteria.

Sorting by Transaction Date

You can sort your list of contracts by Transaction Date (default descending).

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

Applying 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.

We support the following filter options:

Contract Status Filter

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

Contract Type

By default, your Contract List View will show contract types. Filtering is supported for the following contract types:

• Product: Product Protection contracts (or Extended Warranties) where a single product is covered by the limit of liability.
• Shipping: Shipping Protection contracts protected from loss, stolen, or damage during shipment.
• Category: Category contracts for Product Protection (Extended Warranties) where a single contract covers multiple products of the same category.

View Contract Details

Drill into a contract 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 anywhere on the contract record to view the details

Product Protection Contract Details

Shipping Protection Contract Details

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Note

You may see slightly different fields on your Contract Details View based on your integration and based on the types of contracts your store is generating. For more information, reach out to your Merchant Success Manager.

Contract Status Definitions

Use the tool tip next to Contract status label to view status definitions:

Update Contract Details

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 appropriate 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)

Cancel a Contract

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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Contract Cancellation

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 contract on behalf of your customer.

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 questions based on the information provided by the customer. The adjudication flow will differ depending on contract type and product category.

At the end of the flow, the customer's claim will either be approved 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