Service Order Management

Interacting with the Service Orders List

You can use the Merchant Portal to search, filter, and sort on all the service orders created for approved claims

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This feature may need to be enabled by your GSM

If the Claims & Returns tab in your Merchant Portal is not visible, the feature may not be enabled for your store. Please contact your Growth Strategy Manager or submit a ticket through the Merchant Portal Get Help

You can use the search bar at the top of the Service Orders List View to search Service Orders by Service Order ID or Customer Email.

1. Log into the Merchant Portal
2. On the left navigation bar, click on Claims & Returns
3. Click on the Service Orders tab on the page
4. Select the parameters you want to search by using the search dropdown (Customer Email by default)
5. The Service Orders will be filtered based on your search criteria

Applying Filters

You can apply filters on the Service Orders List View to narrow your list down to a specific service order or group of service orders. You can select multiple filter values and/or multiple filter types at once as needed.

The default view for your Service Order List View will have no filters applied and no results shown, due to the large volume of service orders that can exist within a merchant store. The following filter options are supported.

Status Filter

Filter based on service order status. The service order statuses change based on the service type (Replace, Repair Onsite, Repair Depot, Repair). Click the ? icon on the Status column to see a complete list of statuses by service type

Servicer Filter

If you are interacting with the Service Order List, chances are you own parts of the claim fulfillment process. A very useful and important filter is filtering by Servicer. This will help merchant servicers know which service orders require their attention and can act as a queue for managing the repair or replacement process, ensuring customers claims are being actioned on as quickly as possible.

Interacting with Service Orders

To interact with a service order, the user will need to be viewing the related claim. Therefore, when clicking the View link via the service orders list, the user will be brought to the related claim. Scroll down past the "Items Requiring Fulfillment" section to view the related Service Orders.

Accept/Deny Service Order (optional)

Some programs are created to allow the flexibility for the merchant servicing team or Extend's servicing network to fulfill customer claims. Extend has a feature that will allow the merchant servicer to Accept or Deny a service order that is assigned to them. Once Extend assigns the service order to the merchant servicer, the service order status changes from Created to Assigned and the user will see 2 buttons on the claim record to Accept Service Order or Deny Service Order:

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Note

Extend will send an email to the merchant servicer once they have been assigned to a service order. Please work with your Technical Account Manager or Growth Strategy Manager to provide the email address you would like configured to receive these notifications.

Deny Service Order

Users will need to give a reason when denying a service order.

• No service required: select this option if the customer does not require anything to be repaired. Selecting this reason will result in closing the claim and no further action will be taken. For example, some merchants provide troubleshooting steps prior to continuing with a repair. If the issue is resolved via troubleshooting, no servicing is necessary.
• Service change: select this option if you, the merchant servicer, will not be continuing with the repair BUT the customer still needs servicing. This will result in the claim staying open, alerting the Extend claims operations team that it will need to be reassigned to an Extend service technician.

Self Service Claims Fulfillment

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Self Service Fulfillment

If you are a merchant who wants to service your own products and manage the claims fulfillment process, speak with your Growth Strategy Manager. Self Service Claims Fulfillment must be enabled and configured by Extend. By default, all Claims are managed and fulfilled by Extend and our servicer network.

Owning claim fulfillment gives you the flexibility to replace products or components from your own inventory, or repair products with your own in-house (or contracted) expertise. After fulfilling your claims, you can submit expenses to Extend for reimbursement.

Resolve a Replacement Service Order

1. Log into the Merchant Portal
2. On the left navigation bar, click on Claims & Returns
3. Search or filter to find a specific claim
4. Click on the claim in the list view
5. Scroll down to the Service Order block
6. Click the Resolve Service Order button. This button appears if you are the assigned servicer and the service order is in accepted/approved status.

7. Select the correct Fulfillment Resolution (Product Replacement or Gift Card)
   1. Product Replacement: Place the order for the replacement product in your OMS system. Input the product replacement order details and customer shipping information
   2. Gift Card: Create a Gift Card for your customer to purchase a replacement. Input the gift card detail into the portal. Extend strongly suggests adding the Gift Card number in the Description field for reconciliation purposes
8. Click the Resolve button

This will automatically add an expense to the service order and trigger an email to the customer with their fulfillment details.

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Note

These are just 2 examples of Extend's Self Service Claims Replacement Fulfillment capabilities. There are many different types of Service Order flows. Each flow differs based on the configurations of your warranty programs and the plan types mapped to your products.

Complete a Repair

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Complete Repair

Merchants can only complete a repair if the merchant is assigned as the Servicer on the Service Order. If Extend is handling the repair for a particular Service Order, the merchant user will not see this option.

After you are assigned the service order, Extend relies on your servicing and customer support team to facilitate the repair with the customer. Extend assumes the merchant will schedule the repair, keep track of expenses, and ensure the customer's claim has been resolved prior to marking the repair complete in the Extend Merchant Portal.

As a user, click the "Complete Repair" button located on the Accepted service order on the customer's claim.

The user will be able to see key pieces of data about the claim including the remaining Limit of Liability (LOL), Item Requiring Fulfillment, Failure Type and Incident Description.

• Enter the Repair Date
• Provide a Repair Explanation. Though optional, providing as much detail as possible with help Extend agents answer any follow up questions the customer has should they inquire with Extend about their claim.
• Click "Complete Repair"

On successful submission, the Service Order status will change to "Repair Complete"

Add Expenses and Submit for Reimbursement

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Expenses

Merchants can only add expenses incurred by themselves (the servicer). Only if the merchant is assigned as the Servicer on the Service Order will the Expense functionality be enabled.

After the repair is complete, make sure to add Expenses to the service order so that Extend can reimburse you for the repair expenses. Again, assuming the user is on a claim record:

1. Scroll down to the Expenses block
2. Click the Add Expense button

3. Fill out the Add Expense form and click the Add Expense button.

4. A success message will be displayed and an expense line item generated.

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Note

The Add Expenses functionality is only available after the Service Order has been Accepted and only for merchants who have been configured to service their own claims.

5. After all expenses have been added, click the Request Payment button
6. Confirm your request for payment by clicking the Request button

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Note

Payment can be requested only after the Claim has been Fulfilled and the Service Order has been marked Repair Complete. The Request Payment button will be disabled until all Service steps are complete. Once you request payment from Extend, you will no longer be able to add expenses or edit the service order.

Getting reimbursed by Extend

Extend will reimburse the merchant by issuing credits on the monthly contract sales invoice . The credits will be for the prior month’s expenses incurred by the merchant entered into the Extend Merchant Portal. Please note that for the merchant to be reimbursed for repair expenses, the Extend service orders must be in a “Payment Requested” status.