Contents
- Disputes Overview
- Alpha release: Disputes in the Merchant Portal
- Dispute Initiation Notice
- Taking Action on Disputes
- Dispute Detail Page
- Disputes Dashboard
- FAQs
Disputes Overview
When a customer encounters issues with a purchase and has been unable to reach the merchant to resolve their issue directly, they may submit a dispute through Affirm. In these instances, Affirm will step in to review the evidence and determine if the merchant or customer is responsible for the repayment of the underlying financial instrument that funded the purchase. Check the video below for more information about the updated dispute resolution process.
Affirm is continuously working on a variety of dispute process improvements to enable seamless dispute management, enhanced security, and speedier dispute resolution. See below for details on Merchant Portal Disputes which is currently live for our alpha test group.
Alpha release: Disputes in the Merchant Portal
Note: This feature has not yet been released to all merchant partners.
For a subset of our merchant partners, we have launched and are testing a Disputes Dashboard in the Merchant Portal. For these merchants, the dispute process remains largely the same as our Webform Dispute Process but introduces an additional, optional path for dispute actioning and management in the Merchant Portal.
Dispute Initiation Notice
When a customer submits a dispute, you will receive an email notification with the subject line stating: Dispute Initiated - Evidence Requested. This email includes the following information:
- Due Date: the date by which a response is required from you
- Intake Date: the date that the customer filed the dispute
- Customer name & email address
- Product ID: the loan identifier associated with the purchase
- Order ID: the transaction identifier associated with the purchase
- Dispute Reason: the reason selected by the customer for the dispute
- Dispute Amount: the purchase amount disputed by the customer
Visual: Dispute initiation notice for merchants testing the Disputes Dashboard in the Merchant Portal. Please note that replies to the email are not supported. Choose to click the Take Action button to navigate to the webpage experience or click the link to log in to the Merchant Portal where you can accept or respond to the dispute.
Taking Action on Disputes
Within the dispute initiation email notice, you will have the option to take action on the dispute by clicking the Take Action button to access the webform or clicking the link to log in to the Merchant Portal.
Dispute Detail Page
Should you opt to log in to your Merchant Portal to manage the dispute, you’ll be redirected to the Dispute Detail Page. Here, you’ll find the following information:
- Charge ID: the loan identifier associated with the purchase
- Opened Date: the date that the customer filed the dispute
- Amount: the purchase amount disputed by the customer
- Status: current dispute status
- Reason: the reason selected by the customer for the dispute
- Comments: customer commentary submitted upon dispute initiation
- Attachments: customer evidence submitted upon dispute initiation
Visual: Dispute Detail Page. Here, you can take action on the dispute by either accepting the dispute and refunding the customer or responding to the dispute and submitting evidence to support your case.
Disputes Dashboard
Your Disputes Dashboard unlocks comprehensive visibility into all open and closed customer disputes. Here, you can view dispute statuses including:
- Action Needed: a pending dispute awaiting your feedback. Take action by clicking on the individual dispute to access the Dispute Detail Page, where you can choose to accept the dispute and refund your customer or respond to the dispute with evidence to support your case.
- Under Review: a pending dispute that is currently being reviewed by Affirm
- Merchant Won: a closed dispute adjudicated in favor of the merchant. In this case, you are not liable for any amount (of principal or interest) related to the disputed transaction. Any funds withheld related to the disputed transaction will be released.
- Customer Refunded: a closed dispute adjudicated in favor of the customer. In this case, Affirm will refund the disputed amount to the customer and the merchant will be responsible for reimbursing Affirm for the amount refunded.
Visual: Disputes Dashboard unlocks visibility into all open, pending and closed customer disputes.
FAQs
What happens when a dispute is adjudicated in my favor?
If Affirm resolves a dispute in your favor, you will not be liable for any amount (of principal or interest) related to the disputed transaction. Any funds withheld related to the disputed transaction will be released.
What happens when a dispute is adjudicated in favor of my customer?
If a dispute is resolved in favor of your customer, Affirm will refund the disputed amount to the customer. In such an event, the merchant will be responsible for reimbursing Affirm for the amount refunded.
Can I update the amount I refunded my customer?
Please note that processed refunds are not reversible. Be sure to confirm the refund amount before submitting. If you would like help refunding your customer an amount other than what is being disputed, please contact us at resolutions@affirm.com.
How can I view the evidence provided by the customer?
After navigating to the Dispute Detail Page, click on the file(s) under the Attachments section which will trigger a download to your device.
How long do I have to respond to a dispute?
The email notification and Disputes Detail Page will specify the deadline by which you must respond. Typically, you have 15 days from when you are notified of the dispute, but reminders will also be sent 7 days and 1 day before the due date.
Once I submit evidence, when can I expect to hear back?
Affirm will review the case and communicate our resolution decision via email within 15 days of receiving evidence from you and the customer. You can also view the adjudication decision in your Disputes Dashboard under the Status column or in the individual Dispute Details Page.
Why am I seeing a dispute initiated for a purchase made over 60 days ago?
To comply with regulatory requirements, as of July 2024, customers are able to initiate a dispute even if they made a purchase with you over 60 days ago.
Why might a dispute omit customer evidence?
After navigating to the webform, you are able to click each line item under the Overview > Customer Evidence section which will trigger a download to your device. Please note, not all cases will include information uploaded by customers but may only provide an explanation of the dispute.
Why are there disputes listed in my Settlements Report that I did not receive email communications for?
Affirm only sends you a dispute initiation notice when action is required from you. As a result, you may see disputes populating in your report while we gather more information from your customer after they initiate the dispute and before we request your response.
How should I manage my disputes if I have multiple stores/accounts with you?
Please note that an aggregate Disputes Dashboard view is not currently available. To manage your disputes navigate to the individual store within your Merchant Portal to view associated disputes by clicking your business name in the upper left corner under the Affirm logo. Then, click on “Disputes” within the left side bar to view disputes connected to that store and take action.
I do not agree with the decision made by Affirm regarding a dispute, what should I do?
Please note that adjudication decisions made by Affirm are final.
For questions or issues related to a specific dispute, please reach out to resolutions@affirm.com or take a look at related articles: Webform Disputes & Merchant Dispute Policy.