Consumer complaint received 2025-09-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: NV

Complaint narrative:
# # # Complaint Summary * * Problem Type : * * Personal loan ( installment/BNPL ) Charged for product/service not received * * Key Facts : * * On XX/XX/year>, I used Affirm loan  XXXX ( {$700.00}, 9.99 % APR, 18 payments of {$42.00} ) to purchase an item via merchant www.grailed.com. The merchant marked the item as shipped via XXXX ( tracking # XXXX ). I did * * not receive the item * *. 

On XX/XX/year>, I filed a merchant dispute with Affirm, explaining that the package never arrived. Over subsequent weeks, I provided all documentation. Affirm claims the dispute was investigated multiple times but * each time sided with the merchant simply because the package was marked delivered. * Most alarming, * * Affirms official response ( XX/XX/year> ) * * included this statement : Once an order has been fulfilled, the risk of loss transfers from the merchant to the customer upon the product being shipped. Since your order is reflected as being delivered by the shipper, the merchant is operating within their policy for this purchase ... our dispute resolution is final... contact XXXX or open a police report for the lost package. 

* * Affirm concluded that their liability and the merchants liability end once a package is handed to a shipping carrier, regardless of whether I received it. They now refuse all further dispute review, insist I am responsible for repayment, and threaten my credit report if I do not pay. * * * * * # # # Dates, Amounts, and Communications - XX/XX/year> : Loan created ( {$700.00} ) for purchase at Grailed.com - XX/XX/year> : Dispute filed item not received - XX/XX/year> : Affirm received XXXX delivery notification, dispute closed - XX/XX/XXXX, XX/XX/XXXX, XX/XX/year> : Dispute re-opened and final investigation, Affirm upholds merchant every time - XX/XX/year> : Affirm issues final response, says liability for loss ended at shipment, not at delivery * * All communications with Affirm state that XXXX tracking is their final evidence they refuse to investigate proof of * actual receipt *, ignore evidence of lost/misdelivered package, and abdicate any consumer protection obligations. * * * * * # # # Why This Response Is Unacceptable - * * Affirms claim that risk of loss transfers to me as soon as the item is shipped contradicts Federal Trade Commission and Uniform Commercial Code provisions, which require the merchant to ensure actual delivery. * * - Their own documentation and communications reveal that only tracking data is consideredno investigation into whether I received the item at my address. 
- I still have not received what I paid for. Grailed/XXXX  did not deliver to me. Affirms only suggestion is to open a police report and pay anyway. 

* * * # # # Supporting Documentation - Copy of purchase invoice and loan agreement - XXXX tracking history ( showing delivered but item not received )- All correspondence with Affirm, including their risk of loss determination ( attach full text of reply ) * * * # # # Additional Context Affirm refused to consider any further facts after claiming the XXXX tracking suffices, and they made a blanket statement that all risk of delivery shifts to the consumer after parcel drop-off with any carrier. This policy fundamentally denies consumer protections for non-delivery and fails every principle of fair lending or dispute review, as recognized by the CFPB and FTC. 

* * * * * Please re-open my complaint. It was prematurely closed based solely on flawed Affirm policy that violates clear federal rules on merchant liability and consumer fraud protections. * *

Company response to consumer: Closed with explanation