Overview
The Affirm integration lets you offer buy-now-pay-later financing through Affirm as a payment option in the new Customer Portal. Homeowners who select Affirm at checkout can apply for financing in seconds and split larger invoices into scheduled payments. Offering Affirm helps you reduce payment delays, close higher-ticket jobs faster, and give customers a flexible, trusted way to pay for service.
Who uses this feature
Office employees
Primarily benefits Residential Service and Replacement business types
Applies to all trades
Feature configuration
This feature is currently in Early Access and available for specific accounts. It is subject to change.
Account configuration is required. Setup is handled outside ServiceTitan by the ServiceTitan Fintech team through the Zentact portal. Once your account is approved as an Adyen merchant and Affirm is enabled in Zentact, Affirm automatically appears as a payment option in the new Customer Portal.
Things to know
Homeowners submit Affirm payments in the Customer Portal, not your office team or technicians in ServiceTitan.
The Affirm financing application is hosted by Affirm. Eligibility is determined by Affirm at the time of each transaction, and not every customer who applies is approved.
Affirm payments post to the job's audit trail and are included in your Adyen settlement reports alongside other digital payments.
Refunds for Affirm payments are issued through the standard invoice refund flow in ServiceTitan.
Disputes for Affirm payments are handled directly between your business and Affirm. Affirm sends dispute notifications to the merchant email on file.
ServiceTitan does not add Affirm promotional language to customer notifications or invoice and estimate templates automatically. You can manually add Affirm messaging to your templates if you want to promote it to customers.
Best practices
Confirm Affirm is the right fit for your business before requesting onboarding. Affirm is most valuable for residential service and replacement jobs in the $500 to $5,000 range, where homeowners often want to spread costs over several months.
Decide which business units should accept Affirm before you go live. Use the business unit eligibility settings to limit Affirm to the BUs where financing makes the most sense (for example, large replacement jobs but not small service calls).
Train your CSRs and dispatchers on what to say if a homeowner asks how Affirm works, so they can confidently point customers to the Customer Portal.
Reconcile Affirm payments through your normal Adyen settlement and bank deposit workflows. Affirm payments are autobatched along with other Adyen payment types.
Set expectations with customers that Affirm applications include an eligibility check and approval is not guaranteed. Have a backup payment method ready (credit card or ACH) for customers who are declined.
Use cases
An HVAC technician completes a $4,200 system replacement. The homeowner opens the Customer Portal payment link from the office, selects Affirm, and is approved for monthly installments. The invoice closes the same day without follow-up calls from the office.
A plumbing company sends a Customer Portal payment link for a $3,800 water heater installation. The homeowner had planned to pay by check but selects Affirm instead, splitting the balance across several months. The payment posts to the job the same day.
An administrator notices a pattern of delayed payments on water-treatment install jobs over $2,500. They enable Affirm for the Water Treatment business unit only, keeping the option hidden on smaller service-call BUs to reduce homeowner confusion.
A homeowner attempts to pay a $5,500 invoice with Affirm but is declined at the eligibility check. They return to the payment selection screen and complete the payment with a credit card. The office team sees both events on the job's audit trail.
Confirm your account is enabled for Affirm
Before you can offer Affirm in the Customer Portal, your account must be onboarded by the ServiceTitan Fintech team. This onboarding happens outside ServiceTitan through the Zentact portal.
Reach out to fintechsupport@servicetitan.com to start the Affirm onboarding process.
Confirm that your account is an approved Adyen merchant. Affirm requires Adyen as the underlying payment processor.
When onboarding is complete, ServiceTitan automatically creates an Affirm payment type in your account and Affirm appears as an option in the new Customer Portal.
Note: Existing customers on a qualifying Adyen tier are opted in to Affirm by default. If you do not want to offer Affirm, hide it from the Customer Portal using the steps in the next section.
Manage Affirm visibility and business unit eligibility
After your account is enabled for Affirm, administrators can control whether Affirm appears as a payment option in the Customer Portal, and which business units it applies to. These controls are in your online payment settings.
Go to the navigation bar and click Settings
.In the side panel, go to Payments > Online Payments.
Click Enable Affirm Payments.
(Optional) To limit Affirm to specific business units, click the Affirm tab and choose the BUs where Affirm should be available. Customer Portal payment screens for jobs in other BUs will not show Affirm as an option.
Tip: Hiding Affirm does not cancel your Affirm enablement in Zentact. You can re-enable it from this screen at any time without contacting Support.
When finished, click Save.
Customer Affirm application walkthrough
Once your Affirm integration is set up and visible for your customers, they can apply for Affirm financing in the Customer Portal when they want to submit a payment for an invoice. Here's what that process looks like for your customers. We'll refer to your customer as the user as they may have access to multiple customer records.
Affirm application desktop version
The user goes to the Invoices screen, opens an invoice, and clicks Pay Balance.
The user enters a payment amount and clicks the Affirm option under Express Checkout.
The user is then taken to Affirm's application page where they can fill out their personal details.
If approved, the user can review and select an Affirm payment plan. This automatically deducts a balance from the invoice.
In the Customer Portal, the user can then select a payment method and click Submit Payment.
Affirm application mobile version
The user goes to the Invoices screen, opens an invoice, and taps Pay Balance.
The user enters a payment amount and taps the Affirm option.
The user enters their email address and phone number.
The user taps Proceed to Affirm.
The user confirms their information and taps Continue.
The user is then taken to Affirm's application page where they can fill out their personal details.
If approved, the user can review and select an Affirm payment plan. This automatically deducts a balance from the invoice.
In the Customer Portal, the user can then select a payment method and click Submit Payment.