Affirm: Buy now, pay over time

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

Affirm: Buy now, pay over time

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Affirm: Buy now, pay over time's key feedback

1

Customer Service Issues

Many users report dissatisfaction with Affirm's customer service, citing difficulties in reaching representatives and receiving unhelpful responses. Approximately 15% of users express frustration with the customer service experience.

I was stuck in a loop with outsourced customer service that only repeated scripted lines.

2

Account Verification Problems

Users frequently encounter issues with account verification, leading to denied transactions and inability to access accounts. This affects about 10% of users, causing significant inconvenience.

Affirm couldn't verify my identity, preventing me from securing a loan.

3

Payment Processing Errors

Some users experience problems with payment processing, such as auto-pay not functioning correctly or being charged incorrectly. This issue impacts around 8% of users, leading to financial stress.

Auto pay is on, but it won't charge my bank, resulting in late fees.

4

Credit Impact Concerns

A number of users are concerned about how Affirm's reporting practices affect their credit scores, with frequent account openings and closures negatively impacting their credit. Approximately 7% of users are affected by this issue.

Every time I make a payment arrangement, it's reported as a new account, harming my credit score.

Go from analysis to action-ready insights, fast.

Book Demo

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Affirm: Buy now, pay over time
Affirm receives overwhelmingly positive feedback for its ease of use, flexible payment plans, and helpful customer service. Users appreciate the ability to make purchases they otherwise couldn't afford upfront, and many find it a reliable tool for managing expenses and building credit. However, some users report issues with customer support and identity verification.

#2 RUNNER UP

Klarna
Klarna is praised for its convenience and flexibility, allowing users to make purchases and pay in installments. Many users find it helpful for managing finances and appreciate its wide acceptance at various retailers. However, some users experience issues with identity verification and customer service, leading to frustration.

#3 Straggler

Afterpay
Afterpay is appreciated for its straightforward payment plans and ease of use, making it a popular choice for budget-conscious shoppers. Users enjoy the ability to make purchases without immediate full payment. However, some users report technical issues and difficulties with customer service, which can lead to dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Affirm: Buy now, pay over time
#1 Users Choice
Affirm receives overwhelmingly positive feedback for its ease of use, flexible payment plans, and helpful customer service. Users appreciate the ability to make purchases they otherwise couldn't afford upfront, and many find it a reliable tool for managing expenses and building credit. However, some users report issues with customer support and identity verification.
Klarna
#2 Runner-up
Klarna is praised for its convenience and flexibility, allowing users to make purchases and pay in installments. Many users find it helpful for managing finances and appreciate its wide acceptance at various retailers. However, some users experience issues with identity verification and customer service, leading to frustration.
Afterpay
#3 Straggler
Afterpay is appreciated for its straightforward payment plans and ease of use, making it a popular choice for budget-conscious shoppers. Users enjoy the ability to make purchases without immediate full payment. However, some users report technical issues and difficulties with customer service, which can lead to dissatisfaction.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

0% APR Issues
Users experience difficulties when trying to use the 0% APR option, as the app fails to accept their payment information, while the higher interest options work seamlessly. This inconsistency suggests a potential flaw in the payment processing system for interest-free plans.
I tried to select the 0% APR option, but the app wouldn't accept my payment info, unlike the interest-bearing option.
Account Fraud Concerns
There are alarming reports of unauthorized accounts being created using users' personal information, including social security numbers, raising serious security and privacy concerns. The inability of customer service to resolve these issues exacerbates the problem, leading to distrust.
Someone created an account with my social security number, and customer service couldn't help.
Customer Service Language Barrier
Users report significant challenges in communicating with customer service due to language barriers, as calls are often routed to non-English speaking representatives. This issue leads to frustration and unresolved queries, impacting overall customer satisfaction.
Customer service is unhelpful because they don't speak English well, making it hard to resolve issues.
AutoPay Malfunctions
The AutoPay feature fails to automatically charge users' bank accounts, resulting in unexpected late fees and negative impacts on credit scores. This malfunction undermines the reliability of the AutoPay system, causing financial inconvenience for users.
AutoPay is on, but it doesn't charge my bank, leading to late fees.
Credit Reporting Issues
Affirm's reporting of payment plans as new accounts and closed accounts negatively affects users' credit scores, contrary to their expectations of credit improvement. This reporting method traps users in a cycle of poor credit, limiting their financial options.
Every payment plan is reported as a new account, hurting my credit score.
Refund Processing Delays
Users face prolonged delays in receiving refunds for canceled or incomplete purchases, with some waiting up to 30 days. This slow refund process causes financial strain and dissatisfaction, as users are left without access to their funds.
Affirm took 30 days to refund my deposit for a purchase that never completed.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
0% APR Issues
Users experience difficulties when trying to use the 0% APR option, as the app fails to accept their payment information, while the higher interest options work seamlessly. This inconsistency suggests a potential flaw in the payment processing system for interest-free plans.
Account Fraud Concerns
There are alarming reports of unauthorized accounts being created using users' personal information, including social security numbers, raising serious security and privacy concerns. The inability of customer service to resolve these issues exacerbates the problem, leading to distrust.
Customer Service Language Barrier
Users report significant challenges in communicating with customer service due to language barriers, as calls are often routed to non-English speaking representatives. This issue leads to frustration and unresolved queries, impacting overall customer satisfaction.
AutoPay Malfunctions
The AutoPay feature fails to automatically charge users' bank accounts, resulting in unexpected late fees and negative impacts on credit scores. This malfunction undermines the reliability of the AutoPay system, causing financial inconvenience for users.
Credit Reporting Issues
Affirm's reporting of payment plans as new accounts and closed accounts negatively affects users' credit scores, contrary to their expectations of credit improvement. This reporting method traps users in a cycle of poor credit, limiting their financial options.
Refund Processing Delays
Users face prolonged delays in receiving refunds for canceled or incomplete purchases, with some waiting up to 30 days. This slow refund process causes financial strain and dissatisfaction, as users are left without access to their funds.

Quotes of the week

Hear from some of the most impactful users to drive changes

Affirm's customer service is lacking. I had a fraudulent charge and despite providing evidence, they insisted the purchase was legitimate. It's frustrating to deal with a company that doesn't prioritize resolving fraud issues.
Joeliofors
Affirm's reporting to credit bureaus is problematic. Every payment plan is reported as a new account, which negatively impacts my credit score. This system traps responsible consumers into being stuck with Affirm as their only credit option.
Disappointedcreditbuilder
Affirm's app has issues with payment processing. AutoPay doesn't work as expected, leading to late fees and credit score impacts. It's frustrating to have a feature that doesn't function properly.
nicolejacque_28

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
Affirm's customer service is lacking. I had a fraudulent charge and despite providing evidence, they insisted the purchase was legitimate. It's frustrating to deal with a company that doesn't prioritize resolving fraud issues.
Candice Wu
App Store
Affirm's reporting to credit bureaus is problematic. Every payment plan is reported as a new account, which negatively impacts my credit score. This system traps responsible consumers into being stuck with Affirm as their only credit option.
Kelly Williams
Google Play
Affirm's app has issues with payment processing. AutoPay doesn't work as expected, leading to late fees and credit score impacts. It's frustrating to have a feature that doesn't function properly.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy