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.
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 and/or shipping 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 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.
- 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
Product Protection Contract View
Shipping Protection Contract 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 product/shipping protection 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 (only on product protection contracts)
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.
Export Contracts List to CSV
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 Title | Definition |
|---|---|
| name | Customer's first and last name |
| phone | Customer's phone number |
| Customer's email address | |
| billingAddress1 | Customer's billing address (first line) |
| billingAddress2 | Customer's billing address (second line) |
| billingCity | Customer's billing city |
| billingCountryCode | 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 |
| billingPostalCode | Customer's billing postal code |
| billingProvinceCode | 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. |
| shippingAddress1 | Customer's shipping address (first line) |
| shippingAddress2 | Customer's shipping address (second line) |
| shippingCity | Customer's shipping city |
| shippingCountryCode | 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 |
| shippingPostalCode | Customer's shipping postal code |
| shippingProvinceCode | 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. |
| contractType | Type of contract, either Product Protection or Shipping Protection |
| orderId | Unique ID of your order in Extend's system |
| merchantCustomerId | Unique ID of your customer in your internal system |
| resellerMerchantId | Unique ID for the reseller |
| resellerMerchantName | Name of the reseller |
| resellerMerchantDomain | Domain of the reseller |
| sourceAgent | Sales agent who is the source of contract creation |
| sourceChannel | The sales channel the contract came from |
| sourceIntegratorId | The integrator ID that the contract came from |
| sourceLocationId | The location ID for the location the contract was generated from |
| sourcePlatform | The platform the contract was generated from |
| coverageStarts | Date the product protection plan coverage begins for the customer |
| coverageEnds | Date the product protection plan coverage ends for the customer |
| contractId | Unique ID of the contract in Extend's system |
| lineItemId | Unique ID of a line item within an order generated in Extend's system |
| createdAt | Date/time the contract was created |
| refundedAt | Date/time the contract was refunded |
| refundAmount | Amount refunded |
| updatedAt | Date/time the contract was updated |
| canceledAt | Date/time the contract was canceled |
| isTest | 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. |
| currency | Currency used to purchase the contract |
| status | Current status of the contract |
| transactionId | Transaction ID in your system (typically order ID) |
| transactionDate | Date the order was created |
| transactionTotal | Total amount spent on the order |
| sellerName | Name of the store the contract was purchased from |
| sellerId | Unique ID of the store the contract was purchased from |
| planId | Unique ID of the product or shipping protection plan in Extend's system |
| planPurchasePrice | Price customer paid for plan after any discounts/coupons applied |
| planCategory | The category the product/shipping protection plan belongs to |
| productListPrice | Price of the product as listed on your website |
| productPurchasePrice | Price customer paid for product after any discounts/coupons applied |
| poNumber | Purchase order number from your internal order management system |
| productSerialNumber | Product's serial number in your system |
| productPurchaseDate | Date the product was purchased by the customer |
| productReferenceId | Product’s ID in your system (often same as SKU) |
| products | For shipping protection contracts, this is the list of products covered by the contract |
- Log into the Merchant Portal
- On the left navigation bar, click on Contracts
- 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.
- Check your email (email is sent to user's email who initiated the export)
- Click Log in to download and log in if you are not already logged in
- 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.
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.
- 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 |
|---|---|
| Type | Contract type, either Product Protection or Shipping Protection |
| 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 |
| 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 |
| 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 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 or shipping protection plan in Extend's system |
| Purchase Price | Price customer paid for plan after any discounts/coupons applied |
| List Price | Price of the plan as listed on your website |
| Date Created | Date the contract was created in Extend's system |
| 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 |
| 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 |
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. |
| Delivered | All shipments covered by the shipping protection plan have been delivered. Future claims will be reviewed manually. |
| 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 2 days ago