Overview
Affirm does not approve every application. A patient may be fully declined, approved for less than the cart total, or approved at one merchant but not another. Denial and partial-approval decisions come from Affirm, not RepeatMD. Your team can help the patient understand next steps and alternative payment options.
This article is for front-desk staff, managers, and admins who support patients during Affirm checkout.
Before You Start
Affirm makes all approval and denial decisions. RepeatMD cannot override Affirm’s decision.
You cannot confirm or deny whether a patient will be approved before they apply.
Declined patients receive an email from Affirm explaining the decision.
For Affirm-specific decline reasons, direct patients to Affirm Customer Care.
For the standard checkout path, see Help patients access Affirm as a payment option (Admin Panel).
Why It Matters
Denials are a normal part of BNPL checkout. When your team handles them well, you can:
Preserve the patient relationship by offering clear alternatives instead of dead-end checkout.
Avoid compliance issues by not promising approval or guessing at Affirm’s criteria.
Save time by knowing when to escalate to Affirm vs. when to switch payment methods in RepeatMD.
Explain partial approvals accurately so patients understand down payment requirements.
How It Works
Full denial: If Affirm declines the application, the patient cannot complete checkout with Affirm for that order. Affirm emails the patient with more information about the decision. The RepeatMD order does not process until the patient selects another payment method or adjusts the cart.
Partial approval and down payments: Affirm may approve a patient for less than the full cart total. In that case, Affirm may require a down payment to proceed. Important rules:
The patient cannot edit the down payment amount Affirm sets.
The patient cannot request a down payment if Affirm did not offer one.
The patient must accept Affirm’s terms or choose a different payment method.
Store-specific and loan-history factors. A patient may be approved at one merchant but declined at another. A patient with an existing Affirm loan may be declined for a new loan at that time. Each application is evaluated independently.
What RepeatMD does not control: RepeatMD does not review credit, change Affirm decisions, or adjust installment plans after purchase. Loan servicing is entirely through Affirm.
Step-by-Step Instructions
When a patient is fully declined by Affirm
Confirm the patient completed the Affirm application at checkout in the Patient App.
Explain that Affirm — not your practice — made the credit decision.
Tell the patient to check their email from Affirm for details about the decline.
Offer alternative payment options in the Patient App: card, Apple Pay, or Google Pay.
If the patient wants to understand the decline, direct them to Affirm Customer Care at helpcenter.affirm.com or 855-423-3729.
Do not promise that a future application will succeed.
When a patient is approved for less than the cart total
Review the down payment amount Affirm presented to the patient.
Explain that the down payment amount is set by Affirm and cannot be edited.
If the patient accepts the terms, they can complete checkout with Affirm.
If the down payment is not workable, offer to:
Reduce the cart total and reapply with Affirm, or
Pay with another payment method for some or all items
For Affirm-specific down payment questions, see Affirm’s shopping guide.
Best Practices and Pro Tips
Set expectations before checkout: Tell patients that Affirm approval is not guaranteed and depends on Affirm’s review.
Never promise approval: You cannot confirm or deny whether a patient will qualify.
Offer alternatives immediately: Keep the sale moving with card or other payment methods when Affirm declines.
Let Affirm explain declines: Direct credit-specific questions to Affirm Customer Care.
Document internally if needed: Note that the patient attempted Affirm so follow-up staff understand checkout context.
Common Mistakes and FAQs
Q: Can RepeatMD override an Affirm denial?
A: No. Only Affirm can approve or decline applications.
Q: Will the patient receive an explanation?
A: Yes. Affirm emails declined patients with more information. For details, see Affirm’s decline FAQ.
Q: Can a patient try Affirm again later?
A: Possibly, but approval is not guaranteed on retry. Each application is evaluated independently.
Q: Can the patient change the down payment amount?
A: No. If Affirm requires a down payment, the amount is fixed. The patient cannot request a different down payment.
Q: Why was a patient approved elsewhere but not here?
A: Affirm evaluates applications by merchant, cart size, credit history, and other factors. Outcomes can differ by store and transaction.
Q: Does a denial affect the patient’s RepeatMD account?
A: No. A denial only affects that Affirm checkout attempt. The patient’s RepeatMD account is unchanged.
Q: What if the patient needs a refund on a prior Affirm purchase?
Next Steps and Support
Affirm Customer Care: helpcenter.affirm.com or 855-423-3729
💡Pro tip: Make sure you set the correct expectations for your patients. Affirm has a few factors they take into consideration when reviewing, approving, and denying loan applications. You can not confirm or deny whether or not they will be approved.
Should your patient have any additional questions not covered above, we recommend they contact Affirm Customer Care Team at 855-423-3729