How to Cancel an Order Made With Affirm

Affirm offers consumers a “Buy Now, Pay Later” option, allowing purchases to be broken into manageable installment payments. If an order needs to be canceled, the process primarily begins with the merchant where the original purchase was made, as they control the product or service and its associated return policies. Affirm’s role follows once the merchant has initiated the cancellation or refund.

Initiating Cancellation with the Merchant

The initial step for canceling an order financed through Affirm involves direct communication with the merchant. Affirm cannot independently cancel an order or issue a refund without the merchant’s confirmation. Contact the retailer as soon as possible after deciding to cancel, as prompt action increases the likelihood of a successful cancellation, especially before the order has been processed or shipped.

Before contacting the merchant, review their cancellation and return policies. These policies outline the terms and conditions under which an order can be canceled or returned, including any potential restocking fees or time limits. Merchants often outline their policies on their website, typically in a dedicated “Returns” or “FAQ” section.

When contacting the merchant, be prepared to provide all relevant order details. This includes:

• Order number
• Date of purchase
• Items to cancel
• Affirm loan ID (merchant primarily needs their own order reference)

Common methods for reaching merchant customer service include:

• Website contact form
• Phone lines
• Email
• Online chat

It is beneficial to use a method that provides a written record of your request, such as email or chat, for documentation purposes.

Once the merchant agrees to cancel the order, they are responsible for notifying Affirm of the cancellation and initiating the refund process. The cancellation’s success depends on the merchant’s adherence to their policies and communication with Affirm. This merchant-initiated action is a prerequisite for any adjustment to your Affirm loan.

How Affirm Processes Refunds

After a merchant successfully processes an order cancellation and transmits the refund information, Affirm handles the financial adjustments to your loan. Affirm receives the refund amount from the merchant, which is then applied to your outstanding loan balance. This process takes a few business days for Affirm to reflect in your account once they receive the notification from the merchant.

The way Affirm applies the refund depends on the amount and whether any payments have already been made. If a full refund is issued before any payments are due, Affirm may void the entire loan. If a refund is processed after you have made payments or if it is a partial refund, Affirm will update your loan principal balance and adjust your payment schedule accordingly. This adjustment might result in fewer remaining payments, lower future payment amounts, or a combination of both.

Interest accrued on the loan prior to the refund is not refundable, as interest represents the cost of borrowing. If you had made payments that included interest, the refund typically covers only the principal amount. After the merchant confirms the refund, it can take anywhere from 3 to 10 business days for Affirm to process it and for the updated loan status to appear in your Affirm account. Monitor your Affirm account, either through the mobile app or website, to track the refund status and verify that the loan balance has been adjusted as expected.

Disputing an Unresolved Cancellation

If attempts to resolve a cancellation directly with the merchant prove unsuccessful, or if a confirmed refund has not been properly applied to your Affirm loan within a reasonable timeframe, you may need to file a dispute directly with Affirm. This step is pursued when the merchant has failed to act or when a discrepancy exists in the refund application. It is advisable to allow the merchant’s processing period, which can extend up to 21 days, before initiating a dispute with Affirm.

To initiate a dispute, log into your Affirm account via their website, as this functionality may not be available through the mobile application. Navigate to the specific loan and locate the option to “Dispute this purchase.” When submitting a dispute, provide documentation, including evidence of your attempts to contact the merchant, their responses, original order details, and your Affirm loan ID.

Affirm will then investigate the claim, gathering information from both you and the merchant. During this review period, you may not be responsible for making payments on the disputed amount, but it is important to verify this status in your account. Affirm aims to resolve disputes by reviewing the evidence, providing a decision within a few weeks. If the dispute is resolved in your favor, Affirm will refund the disputed amount, adjusting your loan accordingly.