Contracts Management

Search and manage your product and shipping protection contracts. Cancel (Refund) contracts and file claims.

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, 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
  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. 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 the following 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

Filter contracts by various date range options. The available date range filters are:

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

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

Export Contracts List to CSV

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Contract Export

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 contracts and all attributes of your contracts.

  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. Within the email notification, 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

You 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.

The exported CSV can be used to perform external analysis of your contract sales. An example of CSV column fields 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
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
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
productFulfillmentDateDate the customer received the product. This is applicable for any instance where the customer receives a product on a date after the order is placed.
productTitleName or title of the product
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 (JSON format)