When loans are captured, you can refund them through your Order Management System (OMS) or through Affirm’s Merchant Dashboard. However, there will be occasions when you aren’t able to refund a loan that’s in authorization status.
In short, you have to cancel these loans. If you need further help, contact our Merchant Care team by using the Business Resource Hub help widget.
- Once a loan is already captured, you can refund it either through your OMS or directly on the Merchant Dashboard:
Note: We recommend refunding loans directly from your OMS, this way, the refund will register both on your OMS and your Affirm Merchant Dashboard.
- If a loan is still on the authorization status you can “Void” it, this will cancel the loan. Since the loan transaction wasn’t captured there won't be a charge to actually refund:
Note: When a loan is already voided there won’t be an option to restore it, and the customer will have to apply again for the loan.
- Voids can only occur on loans that haven't been captured. However, sometimes customers would have been required to make a down payment on their loan. This will get refunded to the customer if the loan is voided.