Affirm Dispute Guide for Merchants: How to Respond and Protect Revenue

If you accept Affirm as a payment option, a customer dispute can temporarily put a transaction at risk. The best way to protect your revenue is to understand Affirm’s dispute workflow, respond within the required timeframe, and provide clear evidence that supports your position.

Affirm disputes are handled through Affirm’s own process rather than a traditional card-network chargeback system. Merchants receive a dispute notification, review the customer’s claim, and can submit supporting evidence through the Affirm Merchant Portal or the provided dispute response process.

Quick Merchant Checklist

When you receive an Affirm dispute:

  1. Review the dispute reason and transaction details.
  2. Note the response deadline in the notification.
  3. Collect documents that directly address the customer’s claim.
  4. Submit evidence in a clear timeline format.
  5. Save copies of everything submitted for your records.

Common evidence includes:

How the Affirm Dispute Process Works for Merchants

The process generally follows these steps:

1. Affirm notifies the merchant

When a customer files a dispute, Affirm sends a notification such as “Dispute Initiated – Evidence Requested” and makes the case available through the merchant dispute workflow.

The notice normally includes the dispute reason and instructions for submitting a response.

2. Review the customer’s claim

The dispute reason determines what evidence matters most. A delivery dispute requires different proof than a claim that an item was not as described or that a refund was not processed.

Avoid submitting unrelated documents. Focus on evidence that answers the customer’s specific complaint.

3. Submit evidence before the deadline

Affirm requires merchants to respond within the timeframe shown in the dispute notice. According to Affirm’s dispute policy, the adjudication outcome is communicated after evidence collection, generally within 15 calendar days.

Merchants should submit responses through the available Affirm dispute channel rather than relying on informal email communication.

4. Receive the decision

Affirm reviews the available information and determines the outcome. If the dispute is decided against the merchant, Affirm’s policy states that a $15 dispute fee may apply.

Evidence That Can Help Win an Affirm Dispute

A strong response is organized, specific, and directly connected to the dispute reason.

For non-delivery claims

Useful evidence may include:

Prevention also matters. Merchants can reduce delivery disputes by providing realistic shipping estimates, sending tracking details promptly, and reviewing unusual or high-risk orders.

For “not as described” claims

Helpful documents include:

Clear product information before purchase can reduce misunderstandings and strengthen a merchant response.

For refund or cancellation disputes

Consider providing:

How to Organize Your Dispute Response

A simple structure makes evidence easier to review:

1. Summary
Briefly explain why the dispute should be resolved in your favor.

2. Timeline
List important dates:

3. Evidence list
Label each attachment and explain what it proves.

Example:

Avoid large collections of screenshots without explanation. Reviewers need to quickly understand how each document supports your position.

Common Mistakes That Hurt Merchant Responses

Merchants often lose disputes because they:

A policy can support your case, but it usually does not replace proof that the order, delivery, service, or refund process occurred as described.

Preventing Future Affirm Disputes

Reducing disputes starts before the purchase is completed.

Helpful practices include:

Good records improve both customer support and dispute responses.

Affirm Disputes vs. Credit Card Chargebacks

Affirm disputes are not identical to traditional credit card chargebacks.

Feature Affirm dispute Credit card chargeback
Process owner Affirm Card network, issuer, and payment providers
Response method Affirm merchant dispute process Card processor or acquiring bank workflow
Evidence focus Proof related to the customer claim Network chargeback rules and evidence requirements
Deadlines Based on Affirm notification Depends on card network and processor rules

Merchants should follow the specific rules of the payment method involved rather than applying card chargeback assumptions to BNPL transactions.

Frequently Asked Questions

How long does a merchant have to respond to an Affirm dispute?

The response deadline is provided in the dispute notification. Merchants should check the notice and submit evidence before that deadline expires.

What is the best evidence for an Affirm delivery dispute?

Shipping records, tracking information, delivery confirmation, and customer communications are often the most relevant evidence for delivery-related claims.

Can merchants appeal an Affirm dispute decision?

Any review or escalation options depend on Affirm’s current dispute process and the details of the case. Merchants should follow the instructions provided with the decision notice.

Does Affirm charge a dispute fee to merchants?

Affirm’s dispute policy states that merchants pay a $15 dispute fee when a dispute is decided against them.

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