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:05/28/2025

  Type:Customer Service 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.

  There was a Hoka One One placed on 2025-05-26 in the amount of $242.44. This was not placed by me; someone else accessed my account. I have asked ********************** to cancel this order and close my account and they have not done so. I am trying to ensure I am not on the hook for the bill for an order placed by someone who gained access to my account. There is no way to contact a human customer service representative directly, only a chat bot. I want to ensure that the company this order in placed to does not send a product based on a fraudulent order and that I am not charged for it.

  

  Business Response

  Date: 05/29/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning unauthorized orders. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. 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.
  
  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 provided and the reported activity. Afterpay asks that the customer reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team 
  

  

  Business Response

  Date: 05/29/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning unauthorized orders. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. 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.
  
  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 provided and the reported activity. Afterpay asks that the customer reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 05/29/2025

  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,
  
  ***** ******

• Initial Complaint

  Date:05/23/2025

  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.

  On 05/22/2025 I placed an order on Amazon using Afterpay. They are a company that will pay for your product and allow you to pay it off weekly. Well after I placed the order, ****** canceled the order and refunded the card that Afterpay used to purchase the product. Afterpay charged my card the first payment of the week for $50. I tried getting in contact with them but its impossible to get them on the phone and on the app it takes several days for a response from them. The account with them is still open which means they will charge my card another $50 on June 5th. They are not helpful at all and I spoke to ****** on the phone and theyve told me they have had multiple complaints about Afterpay and them not returning peoples money for a order that was either cancelled or returned. I chatted twice with Afterpay but it takes them a day or two to respond back which makes it nearly impossible to stay in constant contact with them. I refuse to pay them another dime. All I wanted was my $50 back and I dont want this going into my collections since I refuse to pay them any more money.

  

  Business Response

  Date: 05/27/2025

  Thank you for getting in touch with Afterpay regarding the customer's 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.
  
  Afterpays refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful or canceled 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 the customers account, ********************** confirmed that the refund notice from ****** to void their order was not received, delaying the refund process. On 05/27/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/27/2025

  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:05/23/2025

  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 just dont understand I have been with Afterpay for over 7 years know and they all the most untrustworthy place I ever heard of I make sure I make my payments on time on before the due date I dont understand how I had a spending limit of over 800$ been a very good customer and then today my spending limit went down too 33$ and I make sure I spend what I can afford I pay off accounts before due dates and they decided to do this to me I need everyone to know please dont use Afterpay at all very unprofessional they dont care and after me being a loyal customer for years they did this to me again I want anyone considering using them they dont care how loyal you are and how you make your payments on time they will switch up this is diabolical am done and when I contacted them about the problem and you would think they would handle it immediately h*** no I have to wait a week without a response so am done but they want the money on time oh and I always paid on time and maybe I was late twice cause one time my bank was closed and another time my car note came out but still made the payments within 3 hours or less of the ***** period they ****

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent experience with their ********************** Spend Limit. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is committed to promoting Responsible Spending. The Spend Limit on an Afterpay account is the estimated amount that customers can spend and may change based on a variety of factors including payment history. If a payment is made within the 10-day grace ******* the payment is still marked as late. Afterpays system will review the repayment history for future purchases and may reduce the Spend Limiton the associated account. 
  
  The customer has had a number of installments paid late. Afterpay has sent an email to the customer with these specific details as well as details on any changes to their Afterpay account 
  
  While late payments impact one's Spend Limit with Afterpay, it is only temporary. As customers continue paying their future and/or current installments on time, it will positively impact their repayment history and our system will reassess their Spend Limit.
  
  Our customer experience team has emailed them to provide them with additional information regarding the changes on their Afterpay account. 
  
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23368946
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/27/2025

  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 
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23368946
  
  I am rejecting this response because:
  I was told after being with this company for over 4 years I was a hour late twice with very good reasons that was out of my control and not only did they drop my spending limit down but if they was checking my history of payments they could see how I was paying off accounts before they were even due I just paid off a couple of them last week actually because I know how shady this company is and they dont care about the customers that have been there for years you are nothing to them which okay cool but its wrong what they are doing I want everyone to see my complaint because after doing my research you would think with over ******************************************************************************************************************************* like a criminal for being a hour late on a payment and I have proof why so its fine  i will never recommend Afterpay to anybody and I will let them know how this company works and not to trust them at all they are doing this because the economy is real bad and who wouldnt want to use a buy know pay later its basically like a loan so they are really getting over on people am done 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/23/2025

  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.

  Hello,I placed an order on wayfair using AFTERPAY. I reached out to the merchant (wayfair) and they stated the order did not go through on their end and that I would have to reach out to Afterpay for a refund. I never received an order confirmation but was charged for the first installment on Afterpay and currently have installments, even though the order was never received by the merchant. I am requested a refund and a cancellation for my future installments

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, *******. Our customer experience team has reached out to them 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. 
  
  On 05/22/2025, our customer experience team submitted a dispute with ******* in an effort to help them resolve the customers refund concerns. Any response or action provided by ******* through the dispute raised will be communicated to them through the Afterpay order in their Afterpay account. 
  
  ********************** asks that they wait for *******'s response to the dispute. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:05/22/2025

  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 placed an order on ****** totaling $294.25. For some reason the total amount financed was $331.24. I will let that slide due to taxes. My first payment was $82 There was an issue with the shipping on one of the items and ****** cancelled that part of the order. At that time, ****** contacted afterpay and they refunded the amount of the computer back to afterpay. I then reached out to afterpay for my total amount to be properly adjusted. My first payment was $82 and my total now for my amazon purchases was $88. I requested multiple times for this amount to be adjusted and the remainder be refunded especially since the biggest part of my order had not been received. The representative opened a dispute but did not respond with information on when or if the money would be refunded or adjusted. The total amount financed is now $125. And even then my first payment should have been $31. They owe me $50 back for the items I financed.

  

  Business Response

  Date: 05/28/2025

  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: 05/28/2025

  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:05/22/2025

  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 had a refund of $160.44 mistakingly go to Afterpay instead of Sezzle on May 16th. Afterpay has acknowledged that the funds dont apply to any of my orders on file. The funds are supposed to be sent to the debit card I have on file but this has not been the case. Ive sent three request to have this fixed but I am getting the run around. Afterpay no longer allows customers to talk to a live respresentative so I have to use a digital platform to speak to a representative but Im getting the run around. I am asking to have the money sent back to my debit card that I have on file. The money is just pending in my account.

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund concerns. Our customer experience team has reached out to them 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. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). 
  
  When a customer makes a return to a merchant, the amount refunded is processed automatically through Afterpays system and applied to the order in which it was associated. To do this, Afterpays system will look back over your recent purchase history to find a purchase made at the same merchant. Often this will be the exact purchase you have returned, however, if you shop frequently with Afterpay at the same store, the return credit may be applied to a different order number than you were expecting.
  
  In the customer's case, the refund was processed to the card on file on 5/22/2025. The funds will clear in 5-10 business days depending on their financial institution. The specific details of the refund have been sent to the customers email. ********************** asks that they please reply if they have any questions on how the refund was processed. 
  
  Afterpay appreciates the opportunity to address this matter. AfterpayWe hopes the information provided helps provide clarification on how the refund was processed.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:05/22/2025

  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 have been trying to have a representative call me back from this company for over a week! The company doesnt have an actual phone number. Only email and chat in which they never respond! I need assistance regarding my account and cant get any help!

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customer's recent experience with their ********************** Spend Limit. Our customer experience team has reached out to them to assist with their concerns.
  
  Afterpay is committed to promoting Responsible Spending. The Spend Limit on an Afterpay account is the estimated amount that customers can spend and may change based on a variety of factors including payment history. If a payment is made within the 10-day grace ******* the payment is still marked as late. Afterpays system will review the repayment history for future purchases and may reduce the Spend Limiton the associated account. 
  
  The customer has had a number of installments paid late. Afterpay has sent an email to the customer with these specific details as well as details on any changes to their Afterpay account 
  
  While late payments impact one's Spend Limit with Afterpay, it is only temporary. As customers continue paying their future and/or current installments on time, it will positively impact their repayment history and our system will reassess their Spend Limit.
  
  Our customer experience team has emailed them to provide them with additional information regarding the changes on their Afterpay account. 
  
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23365463
  
  I am rejecting this response because:

  I have yet to receive a phone call from a representative after several days of trying to get in touch with the company! What the company responded to has nothing to do with my complaint. So the issue has not been resolved!
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/27/2025

  Thank you for following up with Afterpay regarding the customers remaining concern. 
  
  ********************** can confirm that an email was sent on 5/22/2025 to further assist with these concerns, however, they have not responded. A follow up email has been sent in case it was not received. 
  
  We ask that they please respond directly to this email for further assistance with their concerns. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23365463
  
  I am rejecting this response because:

  THIS COMPANY HAS STILL NOT CONTACTED ME! I HAVE BEEN WAITING FOR NEARLY 2 WEEKS! YET AFTERPAY CONTINUES TO CHARGE ME EVERY MONTH BUT WONT RESPOND VIA EMAIL OR CHAT!

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

• Initial Complaint

  Date:05/22/2025

  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 have been using Afterpay for years. It is a pay in four and has always been biweekly payments. They recently switched to preferred payment day and it is causing 2 payments to constantly fall in the same pay period. Which defeats the entire point of pay in 4. I have contacted them multiple times and they have told me how to turn it off. I have turned it off and even received a confirmation email each time and they continue to turn it back on without notifying me causing the next order to show two payments within the same payday. I have followed all of their insurrections and I feel like they are being deceitful. I know other pay in four apps have done the preferred payment date but they push the second payment outside of that 14 day window so that you arent making two payments in the same pay period. I want this preferred payment day permanently turned off. I never agreed to it and have four emails showing Ive shut if off yet they continue turning it back to!

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns. 
  
  ********************** takes extreme caution with the safety of our customers' information. As outlined in *********************** Privacy Policy, Afterpay protects personal information from unauthorized access and uses security measures that comply with federal law to protect personal information from unauthorized access. These measures include computer safeguards and secured files and buildings.
  
  When customers contact ********************** for assistance, they will be asked to verify some information so that we can confirm that they are the rightful owner of the Afterpay account. ********************** will not be able to look into or discuss any account-specific information without verifying this and will only be able to answer general questions. 
  
  We ask that they reply so our team can further investigate their concerns. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  AFTERPAY has NOT refunded my account $1.00. I placed an order via Afterpay APP with ******* and when I went to place the order it wanted me to add more to my order total to cover taxes, shipping. When the shipping was free and I had the amount covered with the tax. So I had to put an extra $1.00 on the order - and my order was already delievered.....I made my first payment and Afterpay still didn't adjust the amount! I want to pay off this order so hurry up and adjust the amount! I've had this issue happen before and Afterpay never adjusts the amounts! It's cheating customers out of more money.

  

  Business Response

  Date: 05/23/2025

  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.
  
  Afterpay may conduct a pre-authorization on the specified card as a security precaution, and to ensure that the approved order can be repaid. The amount will vary by financial institution but will never be greater than the installment amount(s) due for the order. The pre-authorization is immediately voided or reversed by Afterpay. Only installments that are due as outlined in the payment schedule will post to their bank account.
   
  In some instances, we have seen that financial institutions do not always process the pre-authorization and void simultaneously as per Afterpays instructions. This means that the pending authorization remains on hold for a period of time, but eventually releases back to the bank account. This should not be the case, but it is beyond Afterpay's control as to how the customers financial institution processes the pre-authorization(s) and void(s). 
  
  After further review, Afterpay can confirm a void of $1 has been processed to the customers order, reducing their final installment payment to $18.65.
  
  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: 05/24/2025

  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:05/20/2025

  Type:Delivery 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 am filing a complaint against Afterpay for failing to resolve a payment dispute, despite clear evidence that no order was ever processed.Summary of the Issue:On April 25, 2025, I attempted to place an order through **** using Afterpay. The first payment was pulled, but I never received an order confirmation or number.I contacted ****, and they confirmed that no order was processed and no payment was received. They said the Afterpay plan should auto-close in 24 ******** did not. I contacted **** againthey reconfirmed no order exists.Afterpay claimed there was an order and provided order # *********_006276172394, advising me to contact **** again.I contacted **** a third time, and again they confirmed there was no order and provided written proof.Afterpays Response:I submitted the proof to Afterpay via chat. I was asked to schedule a call, and agreed, but no one followed up.Afterpay then closed the dispute despite the evidence.Additional Developments:On May 8, 2025, Afterpay reopened the dispute after I mentioned reporting them to the BBB.I resubmitted the documentation and summary.Since then, Afterpay has not contacted me, and I have not been refunded.I also contacted my bank to file a dispute, but Afterpay has not responded to their request for information either.Request:I am requesting that Afterpay:1. Refund the full amount charged.2. Confirm the payment plan has been canceled.3. Explain why no resolution occurred despite the evidence.Ive made multiple efforts to resolve this. I hope the BBB can help ensure Afterpay handles this properly.

  

  Business Response

  Date: 05/23/2025

  Thank you for getting in touch with Afterpay regarding the customers order with ****. Our customer experience team has reached out to them 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, in this case ***** 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 customers account, ********************** can confirm the merchant processed the refund on 05/22/2025. The refund for their first installment will clear into their account in 5-10 business days depending on their financial institution.
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 05/28/2025

  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,
  
  ******** ******