Sometimes, a customer can create a loan and refer to the merchant if they have any issues or questions. The following sections contain information to use when assisting your customers.
When navigating through the Charges tab of the Merchant Portal, you can check for the loan ID in question by using the search box.
The loan status will be one of the following:
- Authorized: indicates that your customer was successful in obtaining a loan and that the funds are ready for capture
- Authorization expired: if the funds are not captured within the authorization window (typically 30 days) the authorization will expire and no longer be available for capture
- Captured: you have captured the funds
- Refunded: the loan has been fully refunded
- Partially refunded: the loan has been partially refunded
- Disputed: refers to when a dispute is opened and the disputed amount is withheld until the dispute is resolved
- Dispute refunded: loan has been refunded to the customer by dispute ruling in their favor
- Voided: loan is no longer active.
If you are unable to see your customer's loan status, reach out to our Merchant Care team using the Business Resource Hub support widget. Make sure to include the following information:
- Loan ID
- Customer's email and phone number
- Your store's name
- Merchant ID
- Is this a virtual card loan?
You can also refer to this article for more information.
My customer is facing loan issues
If a customer reaches out to you for help with issues related to a loan, you can refer to this article for more information about how you can assist them. We advise you that you redirect your customer to the Affirm Customer Help Center for further assistance.