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 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, area, or product. Within each section, you’ll find 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
- Affirm Money
- Affirm Card
- Manage your account
- Getting a virtual card
Affirm's Chatbot
If a customer is contacting you regarding any of these topics:
- Payment Information
- Account Management Information
- Order Information
- Refund Information
- Application and Loan Information
- Report Unauthorized Activity
- Affirm Card
- Affirm Money
You can direct them to our chatbot in the Affirm app, which can help customers resolve these issues quickly and easily.
They just have to tap the message icon at the top right corner to start a conversation:
Next, they choose one of the suggestions 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 or tap it, they’ll see multiple issue categories to choose from.
Depending on what they choose, the system will attempt to refine the topic of the issue to narrow down the related articles that might help.
For example, if they choose Affirm Money accounts, this is what they’ll see:
Then, if they choose “I am having trouble withdrawing from my Affirm Money account”, this is what they’ll see:
Once they click or tap on Read full article, they’ll be redirected to an article about their chosen topic, and at the bottom, they’ll find a button that redirects to a form that they fill out to get further assistance.
Note: These screenshots belong to this particular example. Not every case from the issue categories 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:
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Change account information
In this case, redirect them to one of these links:
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Application "result" (loan amount approval) and rejections (declined)
In this case, redirect them to this link:
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How do refunds/cancellations work?
In this case, redirect them to one of these links:
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Does Affirm impact my credit?
In this case, redirect them to one of these links:
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Identity verification and personal information
In this case, redirect them to one of these links:
Finally, if you notice that a customer is unable to find an answer within the Help Center, redirect them to our Contact us page.