Contents
- Affirm Overview
- Virtual Card Network Overview
- In-Store Marketing
- Associate Training
- Merchant Portal Access
- Virtual Card Invoice Process
- Customer Returns
- Customer Support Resources (Customers Only)
- Technical Support Resources (Merchants Only)
- Frequently Asked Questions
Affirm Overview
Affirm provides customers with a better way to buy. Customers can buy today and pay over time with a plan that works for them. When customers buy with Affirm, they always know exactly what they’ll owe and when they’ll be done paying. There are no hidden fees–not even late fees.
Watch the video below to learn more.
Virtual Card Network Overview
With the Affirm virtual card solution, no integration work is needed from the merchant. Depending on the solution that works best with the merchant’s customer experience, customers will enter the application flow via text code, URL, or QR code.
From there, customers will follow 3 simple steps:
- The customer will enter a few pieces of basic information, including first and last name, mobile number, email address, date of birth, and the last 4 digits of their social security number to create an account.
- The customer will enter the total amount, including tax if applicable, in which they are looking to finance. If approved, the customer will select the payment option that works best for them.
- The customer will then receive a one-time-use virtual Visa card with the amount in which they were approved. The customer will add the card to their Apple Pay or Google Pay wallet and Tap to Pay.
Watch the video below to learn more.
In-Store Marketing
Merchants have the opportunity to create their own in-store marketing using Affirm assets and disclaimers. Please visit the link here to view Affirm assets and required disclaimers.
Watch the video to learn more:
All merchant marketing that mentions Affirm must be reviewed by the Affirm Compliance Team prior to publishing. Once the assets are complete, please email them to merchanthelp@affirm.com for Compliance review.
For additional marketing options, please contact our Client Success team at csm@affirm.com.
Associate Training
When Affirm is offered via in-store or telesales channels, all associates who offer Affirm to customers must be trained appropriately. During the onboarding process, all merchants will be informed of their training options.
For merchants that are looking for supplemental training or additional materials, please reach out to your Client Success Manager or to our Client Success Team at csm@affirm.com.
Merchant Portal Access
Upon launch, merchants will receive access to their merchant portal where they can view financial performance, review charges and settlements, schedule regular reports, and add additional members to the portal.
To learn more about the merchant portal, please visit our resource page here.
If you do not have access to the merchant portal or have issues with your account, please contact our Merchant Care team at merchanthelp@affirm.com.
Virtual Card Invoice Process
With Affirm’s virtual card solution, merchants will be invoiced for the “Virtual Card MDR” and “Transaction Fee”, as outlined in the merchant agreement, on a monthly basis. Unlike API integrations, these fees are not deducted from merchant’s daily settlements and will only be available via the monthly invoice.
The billing contact that is specified during the onboarding process will receive an email with the virtual card invoice from Affirm’s Accounts Receivable Team at the beginning of each month for the last complete month.
Throughout the month, charges can be monitored in the merchant portal, so you will know exactly what to expect when the invoice arrives to your billing contact’s inbox each month.
For questions about the invoicing process or to change your billing point of contact, please contact the Accounts Receivable Team at AR@affirm.com.
Customer Returns
With Affirm’s virtual card solution, merchants will conduct customer returns in accordance with their normal return policy. Associates will return the funds to the original form of payment (which in this case, is the Affirm virtual card) and Affirm will take care of the rest.
Watch the video to learn more:
If the card details are needed, ask the customer to provide you with the 16-digit card number 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.
Once Affirm receives the refund, the refund amount will show up in the customer’s loan timeline within 3-10 business days and the customer’s balance will be updated. Affirm does not refund any paid interest.
Customer Support Resources (Customers Only)
Affirm can only speak to the loan applicant directly about loan-specific information. Affirm cannot speak to the merchant about a customer or a specific loan.
Customers can visit affirm.com/help to troubleshoot issues they are having with their Affirm account. If the customer cannot find the answer on the Affirm Help page, they can call the Affirm Customer Support Line at (855)-423-3729.
Technical Support Resources (Merchants Only)
For issues related to the below technical topics, merchants can contact their Client Success Manager directly or the Merchant Care team at merchanthelp@affirm.com:
- URL or text code not working properly
- Merchant portal access issues
- New stores not accepting virtual cards
- User experience issues
If your customer is experiencing a technical issue during the application process or at checkout, please provide the following information in your outreach to aid in the team’s investigation:
- Customer name
- Customer phone number
- Customer email address
- Affirm Loan ID
- Applicable screenshots
Frequently Asked Questions
For issues related to the below technical topics, merchants can contact their Client Success Manager directly or the Merchant Care team at merchanthelp@affirm.com:
How do I process payment using the Affirm virtual card and my point of sale system (POS)?
You may process payment following standard procedures for "card not present" transactions since there is no technical integration required. Enter the virtual card number as a "card not present" Visa transaction or have the customer add the card to their Apple Pay or Google Pay wallet and Tap to Pay.
For virtual cards that are hand-keyed, always ensure to verify the customer’s ID prior to completing the transaction.
Where can I view my Affirm virtual card transactions?
You can view all virtual card transactions in your merchant portal. If you are having trouble accessing your merchant portal, please contact merchanthelp@affirm.com.
When does my customer's virtual card expire?
The virtual card expires 24 hours after being issued for security purposes. If a card expires, the customer may submit another loan request to obtain a new virtual card.
How do I receive payment from a virtual card?
Merchants receive payment through their current credit card processor. The payment will be processed as a "card not present" Visa debit transaction.
When do I get paid by a virtual card?
Payment is settled with your current credit card processor's regular settlement schedule. All funds are paid upfront and in-full to the merchant. Affirm then provides a monthly invoice for the necessary Affirm fees, which is sent directly to the merchant’s billing contact.
How do I process a refund for a virtual card?
You must process refunds to the original form of tender. Do not provide a refund in the form of cash or gift card.
If card details are needed, ask the customer to provide you with the 16-digit card number 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.
Once Affirm receives the refund, the refund amount will show up in the customer’s loan timeline within 3-10 business days, and the customer’s balance will be updated. Affirm does not refund any paid interest.
What happens when I issue a partial refund with a virtual card?
The amount of the refund flows through your standard credit card processor. A partial amount will be applied to the final monthly payment(s) of the customer's loan.
What happens if the customer generates a virtual card for too much or too little?
If the customer generates a virtual card for too much, the loan will only be generated for the amount that is authorized at the time of payment. Because it is a one-time-use virtual card, there will be no remaining balance available.
If the customer generates a virtual card for too little, they can re-apply for the correct amount. Only the amount authorized will determine the total loan amount.