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:05/31/2023

  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 two separate orders from American Eagle through Afterpay. The items purchased did not fit so I returned those items on 5/28/23. The cashier at the in-store location refunded my items on the same transaction. I noticed on the Afterpay website that the refund could not be matched to either order. I noticed Afterpay. I explained to them that the cashier refunded both orders in one transaction. I provided them with a copy of my receipt of the refunded. I explained the exact order numbers for the two transactions. After notifying them of the error I noticed that they refunded my money to an incorrect card. I was not refunded to the original payment method but instead an inactive card that was listed as my preferred payment method. Which I did not know that card was listed as a preferred method. I immediately removed that card from my account. I noticed ********************** and made them aware that the card is not active and is no longer owned by the original issuer. It has since been charged off and moved to a collection agency. They have provided false information stating that the refund was successful to the verve card ending in ****. That is impossible if the card is not active. I even tried adding the card back to the Afterpay app as proof that the card is not active and of course it failed. I have provided documentation from Verve (the card issuer) that the card was charged off and no longer active. They have provided me with an ARN number which I believe is fraudulent. I have contacted verve twice to email me something showing that the card is not active and impossible to have received the refund. Afterpay is making excuses for there mistake and all I want is my refund. I have filed a compliant with Afterpay and the only answer I am getting is the refund could not be matched but that is irrelevant. They have access to my account to see what has been purchased, where, and what card I used. It should have been refunded to the original payment method.

  

  Business Response

  Date: 06/07/2023

  Thank you for getting in touch with us regarding ***************************** refund concern with their American Eagle 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, we will pay merchants for the cost of approved orders upfront, and in turn, you pay ** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (per their policies). They have full ownership over their shipment, return, and refund policies, and the timeframes associated with them.

  
  Once the refund is processed by the merchant and communicated by the merchant to Afterpay- it automatically drops through to us and the Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. 

  
  In reviewing Ashleys account, we can confirm that the merchant issued a bulk refund for multiple orders. Because of this, our AI system was unable to pair it to one specific order and it was instead applied to ******* preferred payment method on file. Per our installment agreement, If, for any reason, we are unable to apply a refund to the order to which it corresponds, we may in our discretion apply the refund to any method of payment you have on file with us. More information can be found here: ****************************************************************

  
  Since ****** was able to provide proof that her financial institution did not accept these funds on her behalf it has been reissued. On 6/07/2023, two refunds for $48.15 were issued to their appropriate orders. Their payment schedules have been adjusted accordingly.

  
  We appreciate their patience while waiting for the merchant to process the refund.

  
  Sincerely, 
  The Afterpay Team

  Customer Answer

  Date: 06/07/2023

  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:05/31/2023

  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.

  Afterpay is a leasing program for retail purchases. When I returned an order I made through the Afterpay app, everything seemed to have went through fine. However, the app prompted me to complete refund which I tried to do. The order options it gave me to refund wasnt the order I had returned to the store. The order status hasnt changed at all, which is stopping me from ordering anything else with my Afterpay limit. Thats completely unacceptable and unfair. It shouldnt be my problem that the returns department hasnt reached my dispute to finalize it. I still should be able to use the limit available on my app!!!! This is insane!!!!!! This is the second time Ive had issues with ordering from multiple stores on the app when Im a loyal customer to **********************!!!!!! I want my issues resolved, and I want the customer service phone number immediately!!!! Why cant us customers call someone directly about our accounts???? Thats unfair!!! Thats uncivil!!!! Afterpay doesnt have any real people working for their customer services department. The chat room takes hours to respond to a message, which is completely ridiculous. I added photos to show how long it takes to get a real response from Afterpays customer service chat room. I will take my business elsewhere if my issues cant be resolved!

  

  Business Response

  Date: 06/05/2023

  Thank you for contacting us regarding **************** concerns with their issued refund from Napa Auto Parts. Our customer experience team has reached out to ******** to assist with their concerns.

  
  When the customer makes a return to the merchant, the amount refunded is processed systematically through our system and applied to the order in which it was associated. In Breechaes case,  they were refunded more than the original total amount for their Afterpay order. Because of this, our system automatically applied their refund to the debit card on file. 
  Since the refund was applied to their card directly, their payment schedule remains unchanged because the order has not been told to adjust the amount owed based on the refund. As a result, the Afterpay order continues to process the scheduled payments as outlined in the installment agreement.

  
  If, for any reason, we are unable to apply a refund to the order to which it corresponds, we may in our discretion apply the refund to any method of payment you have on file with us. You will remain obligated to make payments still outstanding when due. More information can be found: at *********************************************************************;

  
  We invite them to reply to our team members' messages if they have any questions or require further clarification. 

  
  Sincerely, 
  Afterpay Team
  

  
  

• Initial Complaint

  Date:05/30/2023

  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 used after pay to purchase shoes from DSW, never received the merchandise. I reached out to DSW and was told the order was never processed and that they would issue a refund to after pay so that they could credit my debit card. Reached out to after pay several times and have no resolution or refund

  

  Business Response

  Date: 06/01/2023

  Thank you for getting in touch with us regarding *************************************** refund concern with their DSW 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, we will pay merchants for the cost of approved orders upfront and in turn, you pay ** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). They have full ownership over their shipment, return and refund policies and the timeframes associated with them.
  
  Once the refund is processed by the merchant and communicated by the merchant to Afterpay- it automatically drops through to us and the Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. F?or orders that still have balances and payments due, refunds to the order are applied to the payment schedule, adjusting the furthest payment and working backwards.
  
  In reviewing Ms. ******** account, we can confirm that the refund has not been communicated by the merchant to Afterpay. On 5/25/2023, a dispute was opened on behalf of ******************, and we expect a resolution by 6/8/2023.
  
  Since we pay for your order in full at the time of approving it, the merchant is responsible for issuing a refund back to Afterpay when warranted. We encourage ****************** to continue to work with the merchant to help expedite their refund request.
  
  We appreciate her patience while waiting for her refund to process. We invite her to reply if she has any additional questions or concerns.
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:05/30/2023

  Type:Order 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.

  Date of transaction: 5/28/2023 Amount total of order: 199.13$Amount taken from my account: *****$Amount ********************** plans to take from my account still: ******$********************** order #:100478765372 I'm being charged for an order I accidentally placed on amazon through afterpay and want to cancel to order the correct order but Amazon never received the order or sent me an email confirmation for this order and aren't sending me an order despite after pay charging me and going to continue charging me for an order I'm never going to recieve. I attached screenshots of the email I received from afterpay. Amazon is refusing to do anything because they can't cancel an order they can't see. Can you please contact me in hopes to cancel and refund what I've already had taken from my account because my account was overdrafted and I am going to continue losing money and my refund due to my overdrafted account because I couldn't cancel the order. Both Amazon and Afterpay are blaming eachother and both are offering no solution.

  

  Business Response

  Date: 06/01/2023

  Thank you for getting in touch with us regarding ********************* refund concern with their Amazon 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, we will pay merchants for the cost of approved orders upfront, and in turn, you pay ** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (per their policies). They have full ownership over their shipment, return, and refund policies, and the timeframes associated with them.

  
  Once the refund is processed by the merchant and communicated by the merchant to Afterpay- it automatically drops through to us and the Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. 

  
  In reviewing ******** account, we can confirm that the refund has been issued. On 5/31/2023, a refund for $49.78 was issued to the card on file. The funds will clear into the account in 5-7 business days (standard bank processing time).  

  
  We appreciate their patience while waiting for the merchant to process the refund.

  
  Sincerely, 
  The Afterpay Team
  

  
  

• Initial Complaint

  Date:05/29/2023

  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 items online from Sephora on April 22, 2023 using Afterpay. I then exchanged one item **************** for $42) in-store. It was exchanged for the same item, just a different shade which had to be shipped due to them not having the color in stock. Hence, me paying for the item again on April 30, 2023. I've been in contact with both companies and both have been putting the blame on one another but ultimately, I received a refund of the item from Sephora, but nothing on Afterpay's end. Ultimately, I've returned the item to Sephora fully (with no exchange) and I'm basically paying for the item that I no longer have. I have been running in circles contacting customer service and they constantly tell me they don't owe me anything or they'll tell me to wait a few about 15 days for the money to be returned but it's been almost a whole month. I'm being told 2 completely different things and this is turning me off to using Afterpay ever again. I shouldn't be paying for an item that I've returned.

  

  Business Response

  Date: 05/31/2023

  
  Thank you for getting in touch with us regarding ***************************** refund with *******. Our customer experience team has reached out to ************** to assist with her concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, our customers pay ** back over four installments. Our partnered retailers take full ownership over return and refund policies if one is needed.
  
  Normally, when refunds are processed, merchants send the refund directly to the Afterpay order, which would prompt Afterpay to reduce the remaining balance you owe or prompt Afterpay to refund the installments you've paid. 
  
  ************** has confirmed she received a refund directly to her debit card for the returned items. Since the refund was applied by the merchant to her card directly, her payment schedule remains unchanged because Afterpay's system has not been told to adjust the amount owed based on her refund. As a result, the Afterpay order continues to process the scheduled payments as outlined in the installment agreement.
  
  The money she received from Sephora should then be used to pay the remainder of her order with Afterpay.
  
  We invite ************** to reach out to Afterpay if she has any questions or concerns.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20117031
  
  I am rejecting this response because: I should not be paying for an item I no longer have. I dont mind paying my final payment in the app, which will automatically come out anyway, then being refunded for the item that *** returned. But, I refuse to not be reimbursed due to being mislead about the return process. The merchant told me that my Afterpay account would be updated after the return was processed automatically, so maybe there needs to be better guidelines/practices between you all and the merchants since the customers have to take the fall of losing money from these big companies. As I said, I do not mind finishing up my payments then being refunded the amount in which I am owed but if not, I will be sure not to use this service again.   

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/01/2023

  Thank you for following up with us regarding ***************************** refund with *******. Our customer experience team has reached out to ************** to provide further clarification.
  
  We regret any confusion regarding the in-store refund she received. 
  
  When her order was approved by Afterpay, we paid the merchant up front for her entire order. We then divided that total into 4 installments. As outlined in our Instalment Agreement, our customers agree to pay ** back. Merchants are responsible for issuing any refunds owed to the designated Afterpay account. Until the merchant issues a refund back to Afterpay, our customers remain responsible for the outstanding installments. 
  
  In ************** case, she has confirmed that Sephora refunded her directly in-store. Since Afterpay initially paid for this purchase on her behalf, she is still responsible for paying Afterpay back, and her payment schedule remains the same.
  
  We hope this provides some clarification. If ************** has any additional questions, we invite her to reply.
  
  Sincerely,
  The Afterpay Team
  

  Customer Answer

  Date: 06/06/2023

  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:05/28/2023

  Type:Service or Repair 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.

  On May 1, Afterpay was sent a letter from my attorney requesting a refund of $2810. I reached out to Afterpay with the same letter my attorney sent and till today Ive been given the same response. My lawyer requested the funds to be sent to me within 21 days of the dated letter. Neither myself or my attorney has gotten a response. Theres not a telephone number to call and the chat assistance can not provide me with any answers. This is a legal matter and Im unsure why there has not been any communication at all between the company, myself and my attorney.

  

  Business Response

  Date: 06/05/2023

  Thank you for bringing this to our attention. ************************ concerns have been raised to the proper team. They will review and respond accordingly. 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20114470
  
  I am rejecting this response because my lawyer does not believe that Afterpay has followed the correct procedures in the refund process. My lawyer will again reach out to Afterpay to advise the legal position is incorrect and would proceed in any legal actions to retain my refund. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/09/2023

  Thank you for bringing this to our attention. ************************ concerns have been raised to the proper team. They will review and respond accordingly. 
  

   

  Sincerely, 

  The Afterpay Team

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair 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.

  On April 8 2023 I purchased from Afterpay. I returned in store. I submitted the receipt to afterpay via chat and was given a generic response. After chatting with them for 2 days I was finally understood and told that it was being escalated and That someone would be in touch. I have yet to hear from anyone. I have tried calling and it states they closed the phone line. On April 8th 2023 I made a purchase with Petsmart using afterpay for a total of $229. Afterpay order #************. Ive made all payments except for the last payment. I went in store at Petsmart and they issued a refund to my afterpay card. When the return was made it didnt show anywhere on Afterpay and I immediately contacted support via their chat. I was immediately given a generic response and advised that wasnt the case. I requested to speak to someone numerous times and each time told they would resolve via chat. The chat was left unanswered and the response time was over 4 hours when they did answer. I was finally told that it would be escalated and I would hear from someone and that has yet to happen. When I went in store they accidentally charged me again so they issued a refund for the accidental charge. There were 2 refunds issued and only the refund that was issued towards the accidental charge was credited. Im submitting picture of both receipts for both refunds.

  

  Business Response

  Date: 05/31/2023

  Thank you for getting in touch with us regarding ********************* refund concern with their Petsmart 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, we will pay merchants for the cost of approved orders upfront, and in turn, you pay ** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (per their policies). They have full ownership over their shipment, return, and refund policies, and the timeframes associated with them.

  
  Once the refund is processed by the merchant and communicated by the merchant to Afterpay- it automatically drops through to us and the Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. 

  
  In reviewing Elizas account, we can confirm that the refund has been issued. On 5/27/2023, a refund for $229.00 was issued to the card on file. The funds will clear into the account in 5-7 business days (standard bank processing time). ***** will have to reach out to the merchant directly regarding any refunds issued outside of the Afterpay platform. Afterpay does not have any insight regarding merchant refund processes.

  
  We appreciate their patience while waiting for the merchant to process the refund.

  
  Sincerely, 
  The Afterpay Team
  

  
  

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair 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 was late on a payment one time after using Afterpay for a whole year and Ive paid faithfully on time and i am late one time and they email me saying somthing about they checked my credit and its insufficient when on their website they say credit doesnt affect and they dont report or check. I got a email saying they did and my credit isnt good enough. What??? I dont understand how they lie and say they dont credit check and it wont effect their decision but it does. They lie and treat faithful customers like c*** How can u say our scores dont affect their decisions on their website but then legit send me a email saying it does? False advertising

  

  Business Response

  Date: 05/30/2023

  
  Thank you for contacting us regarding ******************************* Afterpay account. Our Customer Experience team has reached out to ************** to address their concerns. 
  

  Afterpay may conduct a soft credit check for new customers when they first sign-up to use the platform. This soft credit check will not impact a customers credit score. Soft credit checks (also known as soft pulls or soft inquiries) are very common and will not affect credit scores, will not be visible to other lenders or creditors, and may or may not be recorded in credit reports, depending on the credit bureau.
  
  Afterpay takes a number of factors into account when making a decision to approve a new customer, a soft credit check is one of those factors. Separately, they will receive an email with more information regarding the reason for any decline. 
  

  For questions about their credit file, we ask that they please contact Experian directly. Additional information about Afterpays Soft Credit Checks can be found through this link - **************************************************************************;
  

  Reviewing the screenshot provided, we can see that ************** is viewing the Afterpay *********** for **********. You can update the region in the bottom left corner of the *********** and select English (**).
  
  We appreciate **************** understanding and hope the information provided helps address their concerns. We invite them to reply if they have any questions or concerns.  
  
  Sincerely, 
  The Afterpay Team
  

  
  

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair 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 ordered shoes from DSW through Afterpay. They were stolen and I contacted ******* gave me a refund back to Afterpay. I wrote Afterpay and explained to them what happened and gave them proof of the email and they keep telling me I did not get a refund.

  

  Business Response

  Date: 05/30/2023

  Thank you for contacting us regarding ******************************* order discrepancy with the merchant DSW. 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, we will pay merchants for the cost of approved orders upfront, and in turn, our customers pay ** back over four installments.

  
  Per the agreement, merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Our partnered retailers take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund, your payment schedule remains in place according to our agreement. More information on our Installment Agreement can be found through this link - ********************************************************************;

  
  We understand that order discrepancies occur. When this happens, we recommend that our customers remedy the situation with the merchant (according to their policies) if possible. Contacting the merchant directly is typically the quickest resolution method.

  
  Merchants typically resume responsibility for packages until the status reflects Delivered or Left Notice. After that point, it is the merchants discretion if they have the ability or willingness to refund or replace the lost package. Merchants select their courier services such as *********** and DHL. If you have not received the package, filing a missing package claim with the courier can assist with your resolution attempt. If the package is insured, you may be able to file an insurance claim. Since each courier has a different process, it is important to contact them for further instructions.

  We appreciate this is not the outcome ***** is looking for. We hope they can resolve this matter with the merchant with a successful outcome.

  Sincerely,
  Afterpay Team

  
  

• Initial Complaint

  Date:05/23/2023

  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 made an in store return to *************************** on May 18, 2023 I was told the credit will go back to my afterpay account, not a card that's saved on my account, especially not a card that wasn't used for the purchase.If they were going ronrefund back to the card it should have been refunded to the card used for the purchase. I've tried to talk to a manager ***** has contacted me or anything. I've been an afterpay customer for a few years and I've never experienced a return going back to a credit card it's always credited back to the afterpay account and that's what my receipt says as well so I need my money back .

  

  Business Response

  Date: 05/24/2023

  Thank you for getting in touch with us 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, we will pay merchants for the cost of approved orders upfront, and in turn, you will pay ** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). They have full ownership over their shipment, return, and refund policies and their timeframes.

  
  Once the refund is processed by the merchant and communicated by the merchant to Afterpay- it automatically drops through to ** and the Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward. In cases where we are unable to process the refund to the associated order, we may apply it directly to the customers preferred payment method. 

  
  In reviewing Chantels account, we can confirm that the refund has been issued. On 5/24/2023, a refund for $66.22 was issued to the customers order. 
  We appreciate their patience while waiting for the merchant to process the refund.

  
  Sincerely, 
  The Afterpay Team

  Customer Answer

  Date: 05/24/2023

  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.

  I have checked the account and I now see the return credited to the account and my new balance owing is $3.04 
  
  Sincerely,
  
  *****************************