Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight on afterpay. Paid in full as of January 2025. I did not go on my trip and the airline refunded me in full..332.95. I received an email from afterpay saying they refunded me in full. I checked my bank account and they only refunded me *****. I contacted them asking where is my full refund for$332.95. They wanted me to send proof that they told me I was getting a refund. I did, now they are ignoring me. I want my refund.

  

  Business Response

  Date: 04/01/2025

  Thank you for getting in touch with Afterpay regarding the customers order with *******. Our customer experience team has reached out to the customer to address their concerns. 
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement.
  
  In the event that an order is approved through Afterpay but canceled with the merchant, a refund notice from the merchant must be communicated to Afterpay. This notice prompts the Afterpay system to process the refund to the customer. 
  
  In reviewing the customer's account, ********************** can confirm that the refund from ******* has been processed to their order. On 03/29/2025, a refund was issued to the card on file. The funds will clear in 5-10 business days depending on their financial institution.
  
   Afterpay appreciates their patience while waiting for their expected refund.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  After days of fighting for my refund. I did indeed receive it. As a customer, we should not have to fight for our cancelled orders that a merchant refunds us! Hopefully Afterpay will do better! 
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15 2025 I made an appointment with ******** and chose to use the Afterpay option to pay for it. I installed the app after I signed up for an Afterpay account and saw I was charged twice for my one purchase. I paid $294.25 for the windshield replacement but the app is saying I have two orders which totaled more than $400. The Afterpay app has already taken the first payment which is $73.56 in 4 2-week installments. I have continuously contacted the support team which has continued to point the blame at ******** and saying I need to get a refund confirmation from them even though there is nothing I can refund from ********. I was only charged the proper amount that the estimate said I would pay. Afterpay is refusing to help me take the duplicate charge off of my account and I honestly cannot afford to have them take nearly 500 dollars from me when my windshield replacement only costed 294 dollars. Afterpay support team has been very unhelpful and take a long time to respond to my questions and keep telling me they wont refund the duplicate charge and take the duplicate payment off of my account without a refund confirmation from Safelite which Im not sure how I can get one from them when Safelite didnt make any mistake and didnt charge me more than what was needed the day of my windshield service. I am looking to be refunded $73.56 for the duplicate charge they took from me and for them to take the duplicated order off of my account. Im not asking for a refund on my original order and payments, but I want the extra stuff taken off. If any further information is needed to help ensure action is taken I can provide it.

  

  Business Response

  Date: 03/27/2025

  Thank you for contacting Afterpay regarding the customer's order discrepancy with their Safelite purchase. Our customer experience team has reached out to them to assist with their concerns.
   
  Afterpay has reviewed their account and can confirm the merchants system has sent the order to Afterpay twice. This is typically caused by a time out or delay with processing at the time of the purchase.
   
  Our customer experience team escalated their concern to have their order resolved. As a result, the duplicate order has been voided and a refund has been processed back to their card on file. The refund will clear into their account in 5-10 business days depending on their financial institution.
   
  Afterpay appreciates their patience while the refund is processed. The customer is welcome to contact us if they have any further questions or concerns.
   
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a laptop to amazon for ****** afterpay did not give me a refund for the correct item. I sent over proof received from ****** showing the refund was completw over 10 days ago. They called me a liar and aaid i needed to provide a receipt with thw card number but i only have what ****** provided. They are not trying to resolve this issue and i have advised i will be filing a fraud police report so that i can get these charges removed. They refunded the wrong item and i no they can see that item was NEVER returned soni uploaded all of the photos that i have as proof

  

  Business Response

  Date: 03/24/2025

  Thank you for getting in touch with Afterpay regarding the customer's attempts to use our ********************. Our customer experience team has reached out to them to assist with their concerns.
  

  After reviewing the customers account, ********************** can confirm their payment attempts were not approved, and are still overdue. 
  Afterpay does not approve all payment attempts. The system takes several factors into consideration to determine payment approvals. Ultimately, Afterpay is committed to promoting responsible spending.
  

  Afterpays system is carefully structured to ensure that orders and payments are approved responsibly. Since the system has to process payment requests quickly based on several factors that funnel into Afterpays responsible spending policy, declines may occur. 
  

  Afterpay does not have the ability to manually approve payments or override the system engine. However, the system does make a fresh assessment each time that a payment is attempted.
  Afterpay appreciates their understanding.
  

  Sincerely, 
  The Afterpay Team
  

  
  

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # from afterpay =#************ from on/about 3/10/25.The order from **************, through afterpay's payment schedule, was cancelled. Afterpay still charged me $26.15.Afterpay 1st opened my dispute, (their ticket #********) then without warning, email or a call cancelled dispute and ADDED payments to my now cancelled debit/checking card, FOR THE CANCELLED ORDER. I am now, thanks to their site, unable to re-open my disputed charge (without any product since it was cancelled) for the $26.15 they've charged **** have filled out numerous contact forms of theirs with zero response. Help, please

  

  Business Response

  Date: 03/26/2025

  Thank you for getting in touch with Afterpay regarding the customer's order and refund concerns. Our Customer Experience team has emailed the customer using the email address provided in their complaint to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement.
  
  In the event that an order is approved through Afterpay but canceled with the merchant, a refund notice from the merchant must be communicated to Afterpay. Once received, a refund will be processed to the designated Afterpay account and order.
  
  Upon review of the customers account, *********************** records confirm that the customer placed an order on 3/8/2025 with the merchant, **************. Afterpays records also confirm that, as of 3/24/2025, a refund has been processed for the customers order following the refund notice from the merchant, **************.
  
  An email has been sent to the customer to provide them with this information as well as further details about their order.
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******* Yes, after multiple contact forms lasting weeks, the original $26.15 was restored to my card

  and subsequent payments finally cancelled.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to the store and purchase some item and they didnt have my shoes in stock. I got them online. She made the purchase online forme and it said it was gonna take to 2 to 3 business days and the order came on the 14th and the ***, the FedEx driver delivered it to the address. I had to wait I contact the ****** I couldnt get a hold of them so Ill contact the store. They gave me the number. I have to wait till Monday to contact the ****** They credit me for the shoes. Afterpay wanted to continue to overcharge me for my order I sent the documents when they told me to show me **** credit me, and then they reached out and told me that they were closed or whatever they was saying to me like they was not going to credit me for the item and making me pay full purchase for all the items that I purchased for **** and I think that that was not fair. Trying to refund me that I did not get my shoes from **** so Im asking for you guys. Refund me or fix

  

  Business Response

  Date: 03/27/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund with ****. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product. Our merchants take full ownership over return and refund policies. 
  
  Normally, when refunds are processed, the merchant sends the refund directly to the Afterpay order, which would then prompt Afterpay to reduce the remaining balance the customer owes and/or prompt ********************** to refund the installments already paid. 
  
  Based on the information provided by the customer, ********************** confirmed they received a refund directly to their debit card for the returned items. Since the refund was applied by **** to their card directly, their payment schedule remains unchanged. As a result, the Afterpay order continues to process the scheduled payments as outlined in the installment agreement.
  
  The money they received from **** acts as a credit they gained to pay the remaining installments with Afterpay.
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***** will they be refunding my money thanks for responding

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting onFebruary ****** I place two orders with Temu for $58.60 and $93.24. I used Afterpay for payment for a total of $127. Afterpay withdrew $261.54. I sent my bank statement withdrawals of 8 withdrawals. Afterpay is stating my account is accurate..Dates Afterpay withdrew and amounts. February 3.$14.65, February 4, $31.98. February 12. $29.87. February 18, $46.63. February 37, $29.87. March 03, $46.63. March 13, $29.88. March 18, $32.03.. I even had a credit back from Temu of $14.58.

  

  Business Response

  Date: 03/25/2025

  Thank you for getting in touch with Afterpay regarding the customers payment concerns. Our Customer Experience team has emailed the customer using the email address provided in their complaint to address their concerns.
  
  When a purchase is made at Afterpay the customers installments are processed automatically by Afterpay on the due date as outlined on the payment schedule. However, customers can also make a manual payment on their own time by paying one installment at a time or by using our bundled payment feature which allows customers to pay the total owed balance on their account, or a custom amount of their choice, which is distributed against owed payments on multiple orders.
  
  Afterpay has sent an email to the customer with information about the specific details of their payment made. We ask that the customer review this information when they have a moment and invite them to reply to our team if they have any questions.
  
  Sincerely,
  The Afterpay Team
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order for Big Lot's which turned out to be a scam. I used After Pay to split the payments and I dispute the order I never received. I went back to the company website and it said it was fraudulent. And After Pay is said they are siding with the merchants . I informed them I never got the order.

  

  Business Response

  Date: 03/24/2025

  Thank you for contacting Afterpay and making us aware of this issue. We regret to hear about the customers experience. Our customer experience team has reached out to the customer to properly address their concerns. 
  

  Afterpay has a dedicated team that performs due diligence on our partnered retailers to determine their business practices and the level of risk to our business and our customers. Our investigations team is reviewing the details of their account and the reported activity. 
  

  Our customer experience team will remain in contact with the customer to ensure the concerns raised are addressed appropriately.

  Afterpay appreciates their patience during this time and invites them to reply when they have a moment. 
  

  Sincerely, 
  The Afterpay Team

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used AfterPay to pay for a purchase with ****. The total was $106. Two of the products were not in stock and so, I was only charged for 2 items that totaled $53.00. AfterPay refuses to respond to my chats and although Napa has reported the correct total AND I have sent verification and an email from **** stating the only charge to the AfterPay account totaled $53, ********************** refuses to adjust what I owe. I have already paid $26.50 and only owe $26.50, however, AfterPay states I owe $79.50 which is incorrect. I disputed this with AfterPay and NO ONE will respond to my chats!!!!

  

  Business Response

  Date: 03/25/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent refund request. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  When a customer initiates a return, the merchants system sends the funds to Afterpays system. The refund is then applied to the installments, starting with the last payment and working backward. 
  
  Our customer experience team sent an email to the customer using the email address in their complaint outlining how their specific refund was processed.If the customer has any further questions regarding the refund, Afterpay asks that they please respond.
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23095725
  
  I am rejecting this response because:
  Afterpay is a fraudulent company and I wish to never deal with them again! Afterpay did NOT reach out to me to explain how the refund process works!!! I NEVER returned an item. The item was OUT OF STOCK AND I NEVER RECEIVED IT!!!!! When Afterpay learned of my complaint with the BBB, Afterpay notified me that they had received the notice from the merchant that I was never charged because the item was out of stock! There was never a conversation about their refund policy. Afterpay has adjusted the total owed, WHICH SHOULD HAVE BEEN DONE PRIOR TO MY COMPLAINT!!!!! 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/27/2025

  Thank you for providing Afterpay with the customers feedback. 
  
  At this time, Afterpay has reviewed the customers complaint thoroughly and each interaction with our customer service teams. ********************** can confirm the matters raised have been addressed in line with Afterpays Terms of Service and Installment Agreement.

  Afterpay appreciates the opportunity to address the customers concerns and confirm that the complaint is considered closed.
  
  Sincerely, 
  The Afterpay Team 

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no recibe my order no comunication is fluent with your company and I like to conceal this asap !Now is on dispute and the seller did not contact over this cancel this asap NO TRAKING CODE OR SHIPMENT WAS DELIVER I LIKE TO CANCEL THIS ASAP I WILL NOT LIKE to wait more

  

  Business Response

  Date: 03/21/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns regarding their order. Our Customer Experience team has emailed the customer using the email address provided in their complaint to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. Merchants are responsible for the delivery of goods and merchants take full ownership of their shipment, return, and refund policies.
  
  Afterpay has reached out to the customer on 3/20/2025 to request for additional information needed to investigate their order concerns. A follow-up has been provided to the customer on 3/21/2025 in case the initial correspondence was not received,
  
  We ask the customer to reply with the requested information so our team can provide them with further support.
  
  Afterpay will continue to be in contact with the customer to assist them with their concerns. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have fraud charges on my Afterpay account (two $45 charges). Order #1 is #************ and order #2 is #************ There is no phone number or way to contact Afterpay to get this resolved. I have contacted my local bank to dispute the charges that went through on my checking account. However I need to get ahold of Afterpay to get this resolved.

  

  Business Response

  Date: 03/21/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning fraudulent purchases made on their Afterpay account. Our investigations team has been in contact with the customer to help address their concerns. 
  
  Afterpay empathizes with the customers situation and acknowledges that fraudulent activity of any sort is alarming and violating. Fraudulent activity is an unfortunate widespread issue that impacts all institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  ?
  Please know that Afterpay takes these matters very seriously and works hard to secure customer's personal information as much as reasonably possible. The card information is automatically encrypted when entered into our system. This means that Afterpay cannot view, nor has access to full credit card details. For more information, please refer to our Privacy Policy. 
  
  Afterpay encourages the customer to report the matter to the police. Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  
  Our investigations team is reviewing the details of their account and the reported activity. Afterpay asks that they reply to our team when they have a moment so we can provide them with further support. 
  ?
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23086027
  
  I am rejecting this response because:  They have not been in contact with me to discuss what they are doing regarding these transactions.  
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/26/2025

  Thank you for following up with Afterpay regarding the customers remaining concern. 
  
  ********************** can confirm that an email was sent on 03/25/2025 and 03/26/2025 to further assist with these concerns, however, they have not responded. 
  
  We ask that they please respond directly to this email for further assistance with their concerns. 
  
  Sincerely, 
  The Afterpay Team