Affirm: dispute with a merchant through the bank

Collect

• order confirmation
• loan ID
• proof of return or non-delivery
• messages with the merchant

Steps

1. Contact the merchant first and keep proof of the return, cancellation or non-delivery.

2. Open a dispute through the Affirm Help Center.

   FormAffirm Help Center contact page (disputes, account closure) Sign-in required

3. For a billing error, send a written notice with your name, phone number, the amount, the loan ID and the problem.

   MailBilling error disputes (mark the letter "Attn - Billing Error Dispute") Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135

4. If Affirm does not resolve it, complain to the CFPB.

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

More contacts for this issue

Facts you can cite

• Deadline

  To dispute a billing error, notify Affirm in writing within 60 days after the error first appeared on your statement; phone calls alone do not start the investigation. Affirm must acknowledge the letter within 30 days and correct the error or explain why the bill is correct within 90 days.

  Source: affirm.com, verified 2026-10-13

• Policy

  While a billing error is investigated, Affirm cannot try to collect the amount in question or report you as delinquent on that amount.

  Source: affirm.com, verified 2026-10-13

• Deadline

  For a purchase you are dissatisfied with, write to Affirm within 120 days of the purchase confirmation date after a good-faith attempt to fix it with the merchant; the purchase must cost more than $50, be financed with an Affirm loan not yet fully paid, and (with some exceptions) be made in your home state or within 100 miles of your mailing address.

  Source: affirm.com, verified 2026-10-13

• Policy

  Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and are not responsible for payments on the disputed amount while it is open. (Merchant-facing page, seen in a search snippet; it returns HTTP 403 to automated fetches.)

  Source: businesshub.affirm.com, verified 2026-10-13

• Policy

  Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.

  Source: affirm.com, verified 2026-10-13

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   FormAffirm Help Center contact page (disputes, account closure) Sign-in required

2. Customer service

   PhoneAffirm Customer Care +1-855-423-3729 Account holder only

3. Written complaint

   MailBilling error disputes (mark the letter "Attn - Billing Error Dispute") Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135

4. Federal regulator

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

5. State agency

   Your state’s financial regulator. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded.

Watch out

Related

• Dispute with a merchant through the bank at other companies
• How Affirm complaints actually go (dossier, checked 2026-10-13)
• Payment apps and money transfer services — how complaints work
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