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Merchant Help

 

Affirm Merchant Help

2. In-store Virtual Card Merchant FAQs

These frequently asked questions are a quick reference for merchant sales teams when using Affirm’s In-store Virtual Card and working with customers. For all other questions you may reference Affirm’s consumer FAQs: https://www.affirm.com/faqs

  • How do I process payment using Affirm and my Point of Sale System?
    • Since no technical integration is required, you may process the order following standard procedure for card not present card transactions, entering in the Affirm Virtual Card number as a card not present, MasterCard transaction
  • Where can I view my Affirm Virtual Card transactions?
    • You will be sent a weekly report which includes number of transactions by day, number of transactions by store, volume (in dollars) by day, volume (in dollars) by store*, AOV
  • When does my customer’s Virtual Card expire?
    • The Virtual Card expires 12 hours after issue
  • Why does my customer’s Virtual Card expire?
    • The Virtual Card expires 12 hours after issue to maintain customer security
    • If a card has expired, the customer may submit another loan request to obtain a new one-time use virtual card number
  • What are the application requirements?
    • Affirm requests: first and last name, email address, mobile phone number, last 4 digits of SSN, and date of birth
    • Affirm sometimes requires additional information to evaluate a credit application and/or confirm the identity of the applicant
    • Additional information may include a bank checking account, proof of a government-issued ID, or income verification
  • What happens if my customer is not approved?
    • You may offer professional condolences if a customer informs you that he/she was not approved by Affirm 
    • You may suggest an alternative form of payment
    • Affirm will immediately notify your customer of the decision and include details via a secure message
  • What can I do if my customer is not approved?
    • Offer professional condolences if a customer informs you that he/she was not approved
    • You may suggest an alternative form of payment
  • Can I contact Affirm to override the credit decision?
    • No. Credit decisions for Affirm loans are final
  • Can I complete the Affirm application on behalf of my customer?
    • No, completing an application on a customer’s behalf violates consumer finance laws and regulations. Doing this could result in termination of the merchant’s relationship with Affirm
  • How do I receive payment?
    • You will receive payment through your current credit card processor
    • The payment will be processed as a card not present MasterCard debit  transaction
  • When do I get paid?
    • Payment will be settled through your current credit card processor’s regular settlement schedule
  • How do I process a refund?
    • You must process refunds to the original form of tender. Do not provide a refund in the form of cash or gift card
    • Ask the customer to provide you with the 16-digit card number that they used for the original transaction. The customer can find this number in the “Loan Details” section of their Affirm account at affirm.com/account
    • Process the return using the 16-digit card number as a card not present refund
    • You may process a partial refund or full refund
  • What happens when I issue a partial refund?
    • The amount of the refund will flow through your normal credit card processor
    • A partial amount will be applied to the final monthly payment(s) of the customer’s loan
  • How many days do I have to process a refund?
    • 120 days from the loan capture date
    • Affirm is unable to process a refund 120 days after the loan capture date
  • Is it possible to undo a refund?
    • No, it is not possible to undo a refund once it has been submitted.
  • Who do I contact for Virtual Card questions?
  • Does Affirm offer direct phone support for urgent questions?
    • No, email is the primary support channel for Affirm merchant services. 
  • Where should I direct customer questions about Affirm?
    • The best way for your customer to contact Affirm is via email at help@affirm.com.