Contents
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 our current webform disputes process.
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, click the Take Action button to access the webform and view the dispute reason, customer commentary & evidence. 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.
Please note: replies to the dispute initiation email are no longer supported and you must accept or respond to the dispute through the webform. After responding to the dispute, you will see a confirmation message and the initial webform link will expire.
Visual: Webform view allowing you to review dispute details and respond. Please note that you must first upload evidence in order to click the Respond to dispute button.
Visual: After responding to the dispute, you will see a confirmation message and the initial webform link will expire.
Dispute Resolution
Affirm will review the case and communicate our resolution decision via email within 15 days of receiving evidence from you and the customer.
Visual: Sample dispute resolution notice.
Disputes in the Merchant Portal
For more information on managing disputes directly in your Merchant Portal, please refer to this article.
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 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 and a $15 dispute fee will be charged to the merchant. Read more about the merchant dispute fee in our Merchant Dispute Policy article.
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 webform, you are able to click each line item under the Overview > Customer Evidence section which will trigger a download to your device.
How long do I have to respond to a dispute?
The email notification 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.
Why am I unable to click the Respond to dispute button?
Please note that you must first upload the evidence you wish to share with Affirm in order to select the Respond to dispute button.
Why can’t I access the webform after responding?
After responding to the dispute, you will see a confirmation message and the initial webform link expires while our team reviews the case.
Why am I seeing a dispute initiated for a purchase made over 60 days ago?
Customers are able to initiate a dispute even if they made a purchase with you over 60 days ago.
Why am I seeing multiple dispute attempts on the same transaction?
Customers are able to open multiple disputes on the same transaction. Please respond to the dispute with evidence to support your case, even if it is the same evidence provided in response to previous dispute attempts.
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. You must 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: Merchant Portal Disputes & Merchant Dispute Policy.