AFFIRM JEOPARDY

Case Classification

100

Need to call the customer back to verify identity

Extended Fraud Alert

200

Permalock

Product Application Declination

300

Sample Question: When will my item arrive

Purchase Return/Refund

400

• Regardless of how a merchant dispute is opened, it will follow the same process.

Merchant Dispute

500

Customer is inquiring about how their credit report will be furnished

Bankruptcy

Tools

100

This is where we communicate

Rocket Chat

200

This is where you can see your running scores

Dashboard

300

This is the most important tools, you shouldn't forget me

Sprout

400

Where all the tools can be seen

Okta

500

We used this for all aux

Omni Channel

Affirm Card

100

Timeframe of a refund of a pay in full transaction to reflect to linked bank account

Timeframe of a refund of a pay in full transaction to reflect to linked bank account - 2 - 4 business days

200

Customer got declined after using the card because he does not have a linked bank account. What should the customer do?

Request a payment plan

300

Reason why the Affirm card, either physical or virtual card, gets suspended

• Pin Limit reached

400

Any update to the card PIN will override/replace previous card PIN.

Card PIN Update

500

What will be the walkthrough so the customer can view their account statement in Affirm app.

1. Card tab
2. Select the gear icon
3. Tap “view statements and documents”

KPI

100

The contractual goal is 68.79% 

CSAT

200

Most crucial part of scorecard

QA

300

This is what we call unfair

Adherence

400

This is where we can see how many case we made per interval

IPH

500

My target range before is 85%-94% but due to overtime utilization it is updated to 85%-95.45%

PVP

Talking Points

100

Reverse Payment > Failed Reversal

We have attempted to reverse your payment to the original payment method but were unsuccessful in doing so. This payment was applied to DATE payment, so your next payment is not due until DATE. 

We apologize for the inconvenience. Thank you for being a valued Affirm customer.

200

Reset App PIN

"Have you received an SMS PIN?"

1. If YES:
   1. "Did you try entering this pin within 30 minutes of receiving it?"
      1. If yes, continue to the next question.
      2. If no, ask that they have the PIN re-sent to their phone and try again.
   2. "Do you remember the number you typed in?"
      1. The PIN is 4 digits, never more.
   3. "Were you on your computer, tablet, or phone when you entered your phone number? Which device did you type the PIN that you received?"
      1. If different from the original device they used to enter their phone number, ask them to input the 4-digit PIN on the same device.

300

Request for further information

We understand your concern. However, based on our internal policies, we are unable to disclose further details regarding specific investigations. Rest assured, our team is actively addressing the situation and taking necessary actions. We appreciate your cooperation and patience during this process.

400

Call Back and Disengage

Would you ask CUSTOMER to give us a call back about their recent inquiry with Affirm. Our number is [phone] and we are available from 7am - 10pm CST seven days a week. Thanks!

500

Am I responsible for paying a loan I didn't authorize? Can I speak to a supervisor?      

Currently, your account is under investigation, and as a result, all payments related to the disputed loan(s) are temporarily paused. You do not need to make any payments on these charges during this period. If our investigation confirms that the loan was fraudulent, it will be removed from your account, and you won't be responsible for it. We're working to resolve this issue as quickly as possible and appreciate your patience.