Skip to main content

Merchant Help Center

 

Affirm Merchant Help Center

Virtual Terminal - Checkout Status Scripts

Merchant sales teams may reference this status matrix to answer customer’s questions about the status of their Affirm checkout, and take action (as needed). It may be useful for sales reps to bookmark this site or print this guide.

Status Definition

Action

Scripted Response

Unsent – Checkout was created but has not been sent to the customer.

Select the delivery method (email and/or SMS text) in the checkout details and send your customer the link.

“Your order information has been entered in our system, but I still need to send you a link to the Affirm checkout.”

Sent – Checkout was sent, but has not been opened by the customer.

Educate the customer that they should open the email (or SMS text) from Affirm and proceed with the online application.

“I’ve sent you a link that allows you to checkout with Affirm.

 

Please check your email inbox (or mobile phone for a text message) for the link.

 

You must complete the Affirm application within 7 days of receiving the link. After 7 days, the checkout link will expire.”

Opened – Affirm checkout link was opened by the customer but the application was not started.

Follow up with your customer to answer any questions they may have about the process, Affirm, or their order. When answering questions about Affirm, you must follow the scripting provided to you by Affirm.

 

If they have any questions you cannot answer about Affirm or individual troubleshooting is needed, please redirect them to Affirm Customer Support at help@affirm.com.

“Our records show that you received the link to access the Affirm checkout.

 

Are there any questions I can answer to help you move forward in the process?”

Closed – The Affirm application was closed.

NOTE: This may occur when the customer did not complete the application, the customer did not confirm the loan terms, or the application was not approved by Affirm.

Follow up with your customer to offer an alternative form of payment.

“I see that your purchase was not financed by Affirm.

 

Would you like to use an alternative form of payment to complete your purchase?”

Expired – The checkout link was not authorized within 7 days.

Follow up with your customer to offer an alternative form of payment.

“I see that your Affirm application expired.

 

Would you like to use an alternative form of payment to complete your purchase?”