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SOP: Handling Issues with Extend Virtual Card During Checkout

What is an Extend Virtual Card?   An Extend Virtual Card is a virtual credit card issued to customers who have a valid Extend protection plan. It is used to purchase a new scooter or bike when replacing the product is determined to be a better option than repairing it. OBJECTIVE:  To provide clear steps for assisting customers who are experiencing issues using an Extend Virtual Card during checkout. This SOP ensures customer identity is verified and orders are properly processed according to company policy.

1. Review Customer Account History
  • Access the customer's account in Shopify.
  • Check for previous cases to check why a virtual card was issued.
  • Identify the reason Extend issued a Virtual Card to the customer .

Action: Document the findings in the current case notes.

2. Verify Customer Identity and Card Ownership

  • Request the customer to confirm:
    • Full name on the account
    • Email address associated with the Extend account
  • Confirm that this information matches what is on file.

Action: Proceed only if verification is successful.

3. (If Needed) Verify via Extend Merchant Portal

Action: Confirm that the card is legitimate and active.

4. Placement of Order Over the Phone

Note: This is the ONLY situation where phone orders are authorized.

Once the above steps are confirmed:

  • Inform the customer that you will assist in placing the order over the phone due to technical issues with the Extend Virtual Card on the checkout page.
  • Process the order using Shopify’s backend checkout system.
  • Enter the Extend Virtual Card details manually during checkout.
  1. Final Confirmation and Documentation
  • Confirm the order has been successfully placed.
  • Provide the customer with the order number and email confirmation.

Important Notes

  • Phone order processing is only permitted for verified Extend Virtual Card issues.

  • At no point should card details be stored or written down outside the approved system.