Affirm Fundamentals
5 Affirm Value
($100 x each value)
People Come First
No Fine Print
It’s On Us
Simpler is Better
Push the Envelope
Portion a customer pays to utilize Affirm’s services ranging from 0 - 30%
Interest (APR)
If not verified in the IVR, customers must verify all of these before being provided account specific information over the phone
First and last name
Date of birth
Email address
Phone number
Most heavily weighted sections on the scorecard
Resolve the Request
Customer Experience
Compliance
Account status if a customer is denied at account creation
New
Selecting Affirm as your payment method at checkout
Buy with Affirm
Payment option that customers do not have access to.
Promise to Pay
Information that you should never email a customer
Last four of the SSN
Unnecessary verification info (phone number, DOB, etc)
Payment Instrument information (last 4 of card or ACH account)
Matching a customer’s pace and keeping the conversation on track are a part of this section
Customer Experience
A decline that might be eligible for review
ID Decline
Out of Date information
Timeframe when an Affirm Virtual Card will expire.
24 Hours
When a customer has reached out to the merchant regarding dissatisfaction with their purchase but has not reach a resolution
Merchant Dispute
Irreversible loan status at 120 days of non-payment
Charge Off
A question that has a yes or no answer
Closed-Ended Question
Three steps in responding to customers regarding their loan declination
Restate the Declination Message
Use the declination- specific talking points
Refer the customer to the letter linked in their email
What is the date when the virtual card will unload?
Processing Cutoff Date
If a customer does not remember the phone number that was used to create their account, we must complete this before we are able to process a payment
Update Phone Number
Information required for a 3rd party payment.
Customer’s name
Loan ID
Payment amount
Payment method
Researching a customer’s account may require using these tools
Agent Portal, CMS
Customers denied for Extended Fraud Alert can receive this to complete their loan application
Bypass Token
Customers initiate this loan application through an Affirm.com/
merchant-specific URL
Affirm In Store
When a customer disputes a payment with their bank and the payment method becomes blocked
Chargeback
When a caller requires excessive time or you hear crumpling papers to provide verification information
Compliance Red Flag
The “Resolve the Request” section is made up of these three questions
- Take ownership of resolving the request
- Provide a correct answer or resolution
- Advise the customer regarding any potential issues or opportunities
Customers may need to contact the credit bureau to remove this prior to creating an Affirm account
Security Freeze