Consumer complaint received 2026-02-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: OH

Complaint narrative:
I used Affirm to finance a {$900.00} purchase from XXXX XXXX ( XXXX ). The sellers listing displayed a XXXX marked receipt card to verify authenticity. However, the item delivered contained XXXX shoe accessories ( shoe care card, shoe box, shoe dust bag ), which belong to a different product category. This is a material misrepresentation. 
The merchants own XXXX XXXX ( XXXX ) report stated that the receipt was missing but simultaneously listed a care card as part of authentication. This means the merchant inspected the XXXX marked card shown in the listing but did not disclose that the card was not a receipt and did not belong to the handbag. When I specifically requested photos of the care card before shipment, the merchant refused to provide them. This prevented me from discovering the misrepresentation earlier and constitutes a material omission. 
XX/XX/year> : I notified XXXX immediately that the item was not as described and requested a return. I returned the item the same day it was delivered, well within the required window. Tracking confirms XXXX regained physical custody. 
XX/XX/year> : The Item was delivered to XXXX, but XXXX refused the refund and claimed the item matched the description, despite the objective discrepancy between the listing and what was delivered. 
XX/XX/year> : XXXX agent stated that the XXXX shoe card used in the XXXX report was merely a gift, which contradicts their own authentication report. Both statements can not be true, making the authentication basis unreliable. 
XX/XX/year> : XXXX confirmed in writing that they have already resold the returned item without my authorization. Their message stated : Your item has indeed been successfully sold our expert team has already completed the quality control check and dispatched the package to the buyer. 
This means : XXXX has the returned item XXXX refused my refund XXXX resold the item to another buyer XXXX retains the full {$900.00} financed through Affirm XXXX also collected proceeds from the second sale This constitutes unjust enrichment and unauthorized control over property. 
Affirms handling : I filed a dispute with Affirm and submitted extensive evidence, including photos, screenshots, and the merchants contradictory statements. Affirm initially denied the dispute based solely on the merchants claim that the item passed authentication and was delivered, without addressing the misrepresentation, the XXXX  contradictions, or the unauthorized resale. I requested clarification from Affirm regarding what evidence was reviewed, but Affirm did not provide complete information. Affirm has now reopened the dispute, but the issue remains unresolved. 
Core issue : I returned the item within the required window. The merchant has resold the returned item without my consent. I do not possess the item, did not accept it, and the merchant has already exercised ownership and profited from a second sale. 
There is no underlying transaction for me to pay for. 
Affirm is attempting to collect a loan for an item that I rejected, returned, and that the merchant has already resold for their own benefit. 
I am requesting CFPB assistance to ensure Affirm conducts a fair review, cancels the invalid loan, and stops collection efforts for a debt that should not exist.

Company response to consumer: Closed with explanation