Contents
At Affirm, we strive to deliver a great and consistent experience for our merchant partners. Equally as important, is making sure that YOUR customers have a positive purchasing experience and feel just as supported as you do! In this article, we'll talk about Affirm’s Customer Help Center and also, how to use it so you can guide your shoppers when they reach out regarding any kind of situation or question they may have while interacting with your business.
Affirm's Help Center
When your customers reach out to your business in need of assistance regarding their interactions with Affirm, you can cut down the time it takes for them to find a solution to their issue by redirecting them to our Customer Help Center. This resource is separate from this one (the Business Resource Hub), as it is dedicated specifically for addressing your customer issues.
As you can see, there are different sections, and each one of them dives into a different topic or area. Within each section, you’ll find the articles that you can share with your shoppers so they can find the best solution or address any possible questions.
Below is a sampling of help topics that you can direct your customers to:
- Introduction to Affirm
- Shop and pay over time
- Order issues and refunds
- Make payments
- Savings
- Debit+
- Manage your account
- Troubleshooting
- More from Affirm
Affirm's Digital Assistant
If a customer is contacting you regarding any of this topics:
- Payment Information
- Account Management Information
- Order Information
- Refund Information
- Application and Loan Information
- Report Unauthorized Activity
You can direct them to our Affirm Digital Assistant, a very effective chatbot right at the bottom right of our Help Center, where they can resolve these issues quickly and easily.
They just have to click on it to activate it:
Next, they select a category or type their question:
Contact Us
If your customer still needs further assistance after browsing through our Help Center and Digital Assistant resources, you can redirect them to this Contact Us button located at the bottom of the Customer Help Center site:
Once they click it, they’ll see a dropdown menu where they can choose the right category.
Depending on what they select, the system will attempt to narrow down the articles that are related to that issue. For example, if they click on Saving with Affirm, this is what they’ll see:
To keep using this example, let’s say they click on ‘Withdraw Money’. Once they do that, they’ll be redirected to an article about this process, and then, at the bottom, they’ll find a form where they can provide additional information.
Note: These screenshots belong to this particular example. Not every case from the dropdown menu will look the same. Some cases don’t have a form at the end. We picked this one to illustrate one of the cases where the form option is available. Also, not all forms are the same, they vary depending on the case.
Common Issues
According to our customer support agents, these are some of the most frequent types of issues that your customers may contact you for:
- Change account information
In this case, redirect them to one of these links:
https://helpcenter.affirm.com/s/article/update-my-contact-information
https://helpcenter.affirm.com/s/article/update-my-mailing-address
https://helpcenter.affirm.com/s/article/update-my-phone-number
https://helpcenter.affirm.com/s/article/update-my-income - Application rejections (declined)
In this case, redirect them to this link:
https://helpcenter.affirm.com/s/article/loan-approvals - Application "result" (loan amount approval)
In this case, redirect them to this link:
https://helpcenter.affirm.com/s/article/loan-approvals - How do refunds / cancellations work?
In this case, redirect them to one of these links:
https://helpcenter.affirm.com/s/article/get-a-refund
https://helpcenter.affirm.com/s/article/dispute-a-purchase
https://helpcenter.affirm.com/s/article/cancel-an-order - Does Affirm impact my credit score?
In this case, redirect them to one of these links:
https://helpcenter.affirm.com/s/article/reporting-to-credit-bureaus
https://helpcenter.affirm.com/s/article/about-prequalifying
And finally, if you notice that a customer is unable to find an answer within the Help Center, redirect them here:
https://helpcenter.affirm.com/s/article/something-else