When Shipping Protection with Extend is enabled on your account, then all of your eligible orders shipped within the United States and Puerto Rico via DHL, FedEx, UPS, and USPS will be secured from loss, theft, or damage. Once a shipment is created for an order, RevolutionParts will purchase a shipping protection contract from Extend.
Continue reading to learn more about communications sent to your customers and how they can file a claim through Extend.
How to Communicate the Claims Process with your Customers
If a customer reaches out to you directly to report loss, theft, or damage, we recommend confirming that their order was protected by Extend. If the order was protected, you can share the following information with your customer.
Hi [Buyer Name],
Thank you for reaching out to [Store Name]. I’m sorry to hear that you experienced issues with your order during transit. Your package was protected from loss, damage, and theft through Extend.
If you need to file a claim, please visit the Extend Customer Claims Portal or call the toll-free number at (877) 248-7707 between 9:00 AM and 5:00 PM CST, Monday through Friday. If you have any additional questions about Shipping Protection, please visit the Extend Shopper’s Guide.
We greatly appreciate your business and look forward to serving you in the future.
The Extend Claims Process
1) Purchasing a contract through Extend
When the shipment is created in our system, a shipping protection contract will be purchased from Extend. Once the contract is successfully created, your customer will receive an email notification from Extend.
2) Filing a claim for loss, theft, or damage
If your customer needs to file a claim for a lost, damaged, or stolen package, they can reach out to Extend through two communication channels:
- Visit the Extend Customer Claims portal and chat with their digital assistant. Kaley is available 24/7 to help buyers with their claims.
- Call Extend Support via a toll-free number at (877) 248-7707 between 9:00 AM and 5:00 PM CST, Monday through Friday.
Your customers can use their email address or the Contract ID provided in the initial email from Extend to find their shipping protection contract. Once they’ve successfully located their shipping protection contract, they can file a claim through Extend. In most cases, the claims process should be pretty simple for your customers given that 98% of claims are automatically approved by Extend.
Note: If a buyer placed an order through eBay, the member email address that’s generated for them through eBay will be tied to the order (Example: email@example.com).
3) Ordering a replacement part
Once your customer’s claim is approved, Extend will send them a virtual card equal to the order amount that was protected by Extend. This should include the original cost of the items purchased, taxes, and the shipping fee.
In the event that the card does not cover the cost of a replacement part, plus shipping and other fees, then the customer can work with the Extend team. There is a certain margin that will be approved for customers when placing an order for the replacement part.
Note: Your customer will have access to an open virtual card, which does not guarantee they will purchase a replacement part from your store.
Canceling a Contract Through Extend
In the event that you need to cancel a shipment, RevolutionParts will cancel the shipping protection contract with Extend. Once the contract is successfully canceled in the Extend system, Extend will send a cancellation email to your customer.