ComplaintsforAfterpay, Inc.

Consumer Finance Companies

Additional Complaint Information

Customer Complaint:

BBB's profile for Afterpay opened in April 2019. A review of complaints was completed in November 2023. Complaints on files state issues with returns and refunds. BBB encourages users to review the following articles, Installment Agreement - USA and Returns/ Refunds prior to using their services.

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Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As you can see the emails back and forth are going nowhere with Afterpay. The vendor has agreed to provide a full refund of $997, but I make monthly payments to Afterpay since they financed the $997. However I have made 4 payments and want the refund of those 4 payments of $96.94 each totalling $387.76 and have 8 more payments to make. I am asking Afterpay to cancel future payments and refund the $387.76 already paid them. But the emails back and forth are going nowhere. They keep saying contact the merchant. The merchant has agreed to refund the full $997 but when she goes on the afterpay site she gets an error. I emailed her email confirming the refund agreement and the screenshot of the failure to refund my purchase to Afterpay to no avail. Help!! Attached below are all the emails.
Business response
10/03/2024
Thank you for getting in touch with Afterpay regarding ***** ******** order with *******************. Our customer experience team has reached out to ***** to address their concerns.

The Afterpay Loan agreement outlines that merchants are responsible for the delivery and quality of the goods purchased. Additionally, 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. For additional information, follow this link - *********************************************************.

In reviewing *****' account, ********************** can confirm that the refund of $997.00 has been processed to their order on 10/03/2024, prompting our system to cancel their outstanding installments and issue a refund for the initial payments back to their card(s) on file. The funds will clear in 5-7 business days depending on their financial institution.

We appreciate *****' patience while the refund is processed.

Sincerely,
The Afterpay Team
Customer response
10/04/2024
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
09/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been trying to get help from afterpay about a merchant that took my money and sent me a completely wrong product. I sent them proof the wig is not what i ordered and ive also sent proof the merchant said they would refund me but only sent 100 instead of the ****** i paid for the product. They merchants refund policy states full refund within 30 days if not satisfied and ive also attached the policy as well as photos of what the wig should have looked like versus what i received and also the emails the merchant stated they would refund me but they didnt. I asked afterpay to step in and speak to the merchant to get all my money back but they are reefusing to handle my dispute accordingly. I just want the remainder of my refund which is ***** because the company tried to short me ***** and they also acknowledged they messed up and sent me the incorrect wig
Customer response
09/30/2024
From: **** ******* <**********************************************************************>
Sent: Sunday, September 29, 2024 10:09 PM
To: info <**********************************************************************************************>
Subject: Complaint ID: ********

Hello can you please cancel my dispute the merchant refunded my money after i informed them i filed a dispute.

Thankyou
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hey i purchased an item from ****************** on 09/26/2024 I reached out to the company about my confirmation but they said they didnt have any information about my order on file but on Afterpay the payment went through and Im still getting charge
Business response
09/27/2024
Thank you for getting in touch with Afterpay regarding ******* ****** refund concern with their ****************** purchase. Our customer experience team has reached out to ******* to address their concerns.

Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, Afterpay will pay merchants for the cost of approved orders upfront and in turn, the customer pays ********************** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies).

Until ****************** issues a refund to the Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.

In reviewing Quintons account, ********************** can confirm that the refund has been processed to their order. On 9/26/2024, a refund for $299.99 was issued to the card on file. The funds will clear in 5-7 business days depending on their financial institution.

Afterpay appreciates their patience while waiting for ****************** to process the refund.

Sincerely,
The Afterpay Team
Initial Complaint
09/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
A purchase was made on ****** on 8/29/24. An Afterpay card ending in 5357 was used to pay for this transaction. 2 payments to Afterpay were made in the amount of $15.75 each on 8/29/24 and 9/12/24. The item was returned to ****** on 9/25/24. A full refund was initiated by ****** to Afterpay on the card ending in 5357. Afterpay sent an email the morning of 9/26/24 stating I would be receiving a refund of $31.50. However, I was only given a partial refund of $15.75 the morning of 9/26/24. I am missing the other $15.75.
Business response
09/27/2024
Thank you for getting in touch with Afterpay regarding ****** Najarians refund concern with their ****** purchase. Our customer experience team has reached out to ****** to address their concerns.

Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, Afterpay will pay merchants for the cost of approved orders upfront and in turn, the customer pays ********************** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies).

Until ****** issues a refund to the Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.

In reviewing Ashleys account, ********************** can confirm that the refund has been processed to their order. On 09/26/2024, a refund for $31.50 was issued to the card on file. This was processed as 2 refunds of $15.75. The funds will clear in 5-7 business days depending on their financial institution.

Afterpay appreciates their patience while waiting for Amazon to process the refund.

Sincerely,
The Afterpay Team
Initial Complaint
09/26/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Good morningOn 9.15.24 I submitted and paid for an order using afterpay. After the order was submitted, I received notification the order was being shipped to ********************************************I made several attempts immediately to correct the address with HOKA ****** Brands and I requested for ***** to hold the package at one of their locations based on recommendations by ******************* I also reviewed my afterpay account on the same day the order was submitted and afterpay reflected ******************************************* as my mailing and billing address.Some how *********** brands obtained an address I have not been living at since August 2022. I've also made recent purchases from August 2023 to May 2024 using my afterpay account and have received my packages at **************** location.I submitted a claim with ***** and *********** Brands for package not received. I have not been able get any traction to resolve the missing package. ***** tells me to contact the shipper and HOKA tells me to contact *****.The order number with *********** Brands is NA31390723 The tracking number with ***** is ************ The case # with ***** is C-162807735***** closed the case stating missing package was delivered. Even though it was not delivered to the correct address.Please advise. It is not right for me to pay for a product I never received.*********
Business response
09/30/2024
Thank you for getting in touch with Afterpay regarding ********* ****** order discrepancy with Hoka. Our customer experience team has reached out to ********* to address their concerns.

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. For additional information on the Afterpay Installment Agreement, follow this link: ****************************************************************.

Merchants typically assume responsibility for packages until the status reflects Delivered or Left Notice. After that point, it is the merchants discretion on whether they have the ability or willingness to refund or replace the lost package. If the customer has not received the package, filing a missing package claim with the courier can assist with the customers resolution attempt.

********************** understands that order discrepancies can occur. When they do, Afterpay recommends customers contact **** and their courier, *****, to remedy the situation in accordance with their policies as this is typically the quickest resolution method.

Afterpay understands this may not be the outcome ********* is looking for. We hope they can resolve this matter with Hoka and ***** for a successful outcome.

Sincerely,
The Afterpay Team

Customer response
10/01/2024

Complaint: 22342283

I am rejecting this response because Hoka is blaming the incorrect address to come from afterpay. This cannot be true because I have used afterpay prior to this order and my packages were delivered to the correct address.

Because Hoka is blaming afterpay for the incorrect address, they refuse to do anything to correct the issue. Was this investigated on your side, how did they get an address I have not used for two years? How did my previous orders come to my current address but not this one?
I am hopeful this issue can be resolved soon.

*********

Sincerely,

********* ****
Business response
10/02/2024
Thank you for providing us with Stephanies feedback regarding their Hoka order. Our customer experience team has reached out to ********* to further address their concerns.

With regards to order deliveries, customers provide the designated address information when placing an order using Afterpays services. Afterpay does not have control over the delivery address that customers provide when submitting an order request.

Afterpay has confirmed with ********* that the order placed on September 15, 2024 was successfully paid to Hoka and, as a result, a refund must be issued by the merchant. Once received, it will automatically be applied to their order. This will void the open balance and issue a refund for the initial payment taken.

Afterpay has provided ********* with Hokas contact information to further address this matter with them directly.

Thank you,
Customer response
10/03/2024
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
09/25/2024
Complaint Type:
Billing Issues
Status:
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.
Afterpay has no available phone numbers and do not respond promptly when emailed. On July 3rd, 2024, I used afterpay to purchase tickets via Stubhub for a *** Summerslam Event. I ended up cancelling my tickets with Stubhub and did not go to the event. I attempted to cancel my Afterpay payment plan, but they told me that the evidence I provided showing that my tickets were cancelled was a different order number from what they had on file. I'm not sure how this is possible. I tried explaining that it must be some sort of glitch, but they were non-responsive. I am not able to get on the phone and speak with a real person regarding this issue. On August 3rd, 2024, Afterpay charged me $137.09 as the first payment for this order. They attempted to charge me again on September 3rd, 2024 and when I did not pay it (because I don't have the funds to pay for an order/event I didn't go to), they suspended my account. They are attempting to fully charge me every month for this order, which totals up to $746.I WOULD LIKE MY $137.09 REFUNDED FROM AUGUST 3RD, 2024. I would like this payment scheduled cancelled, because I did not go to this event and Afterpay is trying to charge me for an order that was cancelled through Stubhub. I would like my account reinstated with Afterpay, because I am a valuable member with them and use them often.
Business response
09/27/2024
Thank you for getting in touch with Afterpay regarding ****** ******* order with StubHub. Our customer experience team has reached out to ****** to address their concerns.

Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. Upon eligibility, ********************** customers may have the option to use ******************************************** to split their payments into 4 installments or select a monthly financing option.

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. Until StubHub communicates that a refund should be issued with respect to an Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.

For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************

After further review of the screenshots provided by Katera, Afterpay can confirm that Katera used Afterpay for StubHub order *********, which is not shown as canceled.

In reviewing Kateras account, ********************** can confirm no refund has been communicated by the merchant to Afterpay. We ask that Katera continue to work with StubHub to help expedite their refund request.

Afterpay appreciates the opportunity to provide clarity on this matter.

Sincerely,
The Afterpay Team
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
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.
I want a full refund of the amount of ***** dollars amount. They refuse to answer any of my emails or messages about my order.
Business response
09/25/2024
Thank you for getting in touch with Afterpay regarding **** Martinezs refund request with the merchant, Effn Clothing. Our customer experience team has reached out to **** 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. For additional information on the Afterpay Installment Agreement, follow this link - *********************************************************************;

On 09/20/2024, **** filed a dispute with **** Clothing through Afterpay. Any response or action provided by **** Clothing will be communicated to **** through the Afterpay order in their Afterpay account. Currently, the dispute is waiting for **** Clothing to investigate and respond.

Afterpay asks that **** continue to work with Effn Clothing directly or wait for their response to the dispute. We hope they can resolve this matter with Effn Clothing for a successful outcome.

Sincerely,
The Afterpay Team
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered clothes from American eagle and 5 items from the order had been taken back to the store to exchange the sizes. 2 pairs of paints which had been brought back to exchange did not have the sizes in store so they were ordered. After waiting a while with no update on the 2 pairs of pants, I reached out to American Eagle and was told these pants had already been delivered, however, there was no updates provided to me prior to the delivery of the pants causing them to get taken by another individual as were not looking out for any delivery around the time. In the email on the 16 of September, the American Eagle *** confirmed that I would receive a refund for the 2 pairs of pants that I never received. These two pants together total $112.42 before tax (***** each) and up till now I have not received an email from Afterpay to reflect the fact that a refund has been initiated by ************** nor has an adjustment been made to my Payment plan. The final afterpay payment for this order is coming up September 30 and I will have to pay $112.94. I need afterpay to adjust or refund me as I have already been told by the merchant that the refund has been initiated.
Business response
09/30/2024
Thank you for getting in touch with Afterpay regarding ****** Bertrands refund request regarding their purchase with **************. Our customer experience team has reached out to ****** to address their concerns.

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. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************.

In an effort to expedite ******'s refund request, a dispute was filed with ************** on Tafari's behalf. Any response or action provided by ************** will be communicated to Tafari through the Afterpay order in their Afterpay account. Currently, the dispute is in progress.

Afterpay has asked that ****** wait for **************'s response to the dispute. Alternatively, Tafari may want to connect with the American Eagle directly as they will be able to expedite their refund request. Once the refund is processed by American Eagle to Afterpay, it will automatically be applied to their orders installments starting from the last payment and working backward. If ****** has received proof of cancellation (with the refund amount), we ask that they reply to our customer experience team so they can further assist.

Sincerely,
The Afterpay Team

Customer response
10/05/2024
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
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Accidentally placed an order I didn't want. Cancelled it right away. They still charged me for $30 and there is another pending $9 charge they plan to take. I was told by the *** I would be refunded. Now they are being ruid accusing me of using profanities and now changing their refund story saying they have to investigate it when I sent all the information showing it was immediately cancelled right after placed and my bank statement showing they took the payment, as well as the pending second charge they plan to take as well.
Business response
09/30/2024
Thank you for getting in touch with Afterpay regarding ******** Steeles order with *******. Our customer experience team has reached out to ******** 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.
Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.

In reviewing Jennifers account, ********************** confirmed that the refund notice from ******* to void their order was not received, delaying the refund process. On 9/23/2024, a void was processed to their account, prompting our system to cancel their installments and issue a refund of $30.83 to their card on file.

Afterpay appreciates their patience while waiting for the refund to process.

Sincerely,
The Afterpay Team
Customer response
09/30/2024
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 **** was finally refunded in full. Thank you for your help.

Sincerely,

******** ******
Initial Complaint
09/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to place an order using AfterPay. The order was cancelled by the merchant because the payment did not go through- I have the email receipt. AfterPay is asking for proof that the card # they generated was declined. However, such proof does not exist because that information never made it to the merchant since the payment was declined. AfterPay is refusing to refund me for the payment(s) already made, again, for a purchase that never went through/was cancelled. It has been more than a week, and this issue hasnt been resolved.
Business response
09/26/2024
Thank you for getting in touch with Afterpay regarding ****** Cs order with *********. Our customer experience team has reached out to ****** 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.
Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpays system to void the order. This notice then prompts the system to process the refund to the designated order.

In reviewing Audreys account, ********************** confirmed that the refund notice from ********* to void their order was not received, delaying the refund process. On 9/21/2024, a void was processed to their account, prompting our system to cancel their installments and issue a refund of $43.30 to their card on file.

Afterpay appreciates their patience while waiting for the refund to process.

Sincerely,
The Afterpay Team

Customer response
09/26/2024
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,

****** C

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