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:06/04/2025

  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.

  I just tried to place an order with the $155 I got in my available to spend on Afterpay but when I went to pay for my order the app tell me I cant order any more to pay off one my orders first. That is not right I should be able to spend what I want if I pay. I have done nothing but do right by them. I havent been late on any payments except one time because Afterpay charged the wrong card. I need to place another order so I want the ability to place another order please because if I cant place another order then my BBB complaint will stay and Ill change banks and I wont pay any more on any of my open orders. All Im asking for is the ability to place another order.

  

  Business Response

  Date: 06/06/2025

  Thank you for getting in touch with Afterpay regarding the customer's concerns about using ********************************************. Our Customer Experience team has reached out to the customer 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.
  
  Regarding Afterpays services Customers have a pre-approved Spend Limit with Afterpay, which is an estimated amount that consumers may be eligible for when submitting an order request. Several factors are taken into consideration to determine order approvals such as the repayment history and "Spend Limit" on an Afterpay account. Additionally, there may be merchant limitations for orders.
  
  Please note, Afterpay makes a fresh assessment every time a consumer attempts to place an order with us. While order declines may occur, as Afterpay cannot guarantee 100% approval of all orders, the customer may try **********************'s ******************** with a future transaction.
  Afterpay appreciates the opportunity to provide clarity on this matter.
  
  Sincerely,
  
  The Afterpay Team

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23418854
  
  I am rejecting this response because: I do not accept what they say. Since I cant place another order they will not get another dime from me. Consider my open orders unpaid. Im changing banks and going to sezzle. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/09/2025

  Thank you for providing Afterpay with the customer's feedback.
  
  The customer has been advised that ********************** conducts a fresh review of each order attempt, but cannot approve of all orders. 
  
  Afterpay can confirm that the customer has been provided with the correct information, in line with Afterpays Terms of Service, to address their order concerns.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23418854
  
  I am rejecting this response because: I do not accept this response. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/04/2025

  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.

  Let me first start by saying I have been a long time customer of ********************** and I have never had a negative experience with them until now. I recently reached out to Afterpay on 5/30/25 to left a freeze that was placed on my account due to me moving some payment dates that I have since paid. I initially received a response saying that the freeze would be lifted, however when I went to use my account on 6/2/25, I discovered that my account was still frozen and that the response that I received on 5/30/25 was from a bot. I messaged Afterpay again on 6/2/25 requesting that the freeze be removed because I paid all the payments that I requested a due date change for and as of today, I have yet to receive a response from them and my account is still frozen. Usually I receive a response from them the same day, or no later then the next morning, however the bot says that it could take several days! I do not understand, they do not have a telephone line and request that you reach out to them via the help section in the app, but it could take days for a response??? I went as far as sending a message on their Instagram account and even filed a complaint on their website via email to no avail. I really love Afterpay, they truly have been a blessing for both my family and I and I have told multiple people about them, but this experience really breaks my heart because I use them very often and it troubles me not to be able to communicate with customer service on important issues. I pray this gets resolved soon.

  

  Business Response

  Date: 06/05/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their payments and their account. ********************** appreciates the customer's feedback and our teams work diligently to address customer inquiries in a timely manner. 
  
  ?Afterpay promotes responsible spending and financial well-being through the use of our services. Limitations to our services may be put in place so customers continue to have an experience in which they don't inadvertently create financial burdens for themselves. This includes, but is not limited to the following: holds, freezes, and account closures.
  
  Afterpay has been in contact with the customer via email to provide them with this information and to address their concerns regarding their recent payments and their account. The customer is invited to reply to our team if they have any questions. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:06/04/2025

  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 bought a wig from Getta hair and when the wig arrived it was nothing like the picture showed online. I asked if I could send it back to which my request was repeatedly ignored by the merchant. I filed a dispute and again my request was ignored but this time by Afterpay. This has been such a horrible experience, the wig isnt even the same color as the original one. I just want to return it and get my money back.

  

  Business Response

  Date: 06/05/2025

  Thank you for getting in touch with Afterpay regarding the customers order with Geeta Hair. 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. Until Geeta Hair 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. 
  
  In reviewing the customer's account, ********************** can confirm no refund has been communicated by the merchant to Afterpay. Afterpay asks that they continue to work with Geeta Hair to help expedite their refund request. 
  
  Afterpay appreciates the opportunity to provide clarity on this matter. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23417229
  
  I am rejecting this response because: I need your help in getting in touch with these people to get an address since they keep ignoring me.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 06/06/2025

  Thank you for following up with Afterpay regarding the customers remaining concerns with Geeta Hair. 
  
  We can confirm that our customer experience team contacted the customer via email in regards to this complaint on 6/5/2025. Afterpay reviewed this interaction upon receipt of the initial complaint and can confirm that the correct information for this issue has been provided in line with Afterpays Terms of Service.  No additional action is available at this time. 
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23417229
  
  I am rejecting this response because:

  I have not been able to reach Afterpay even after I tried to contact them several times. I filed a dispute with Afterpay that was opened and closed within 5 minutes with no explanation. This isnt good business ethics whatsoever.

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

• Initial Complaint

  Date:06/03/2025

  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.

  On 5/26/25, I placed an order to ***** Club via afterpay. I was charged my first installment payment from Afterpay of $77.97. However, ***** Club immediately cancelled the order. I submitted the attached proof to Afterpay showing my order has been cancelled and I have not been charged from ***** club, to which ***** Club confirmed, in an open dispute. They have stated they would give me an update on 6.3.25, but I have been unable to get in contact with anyone, I have not been refunded, and my Afterpay account is still showing the remaining balance for the cancelled items. I am in need of an immediate refund of funds that were never charged to Afterpay and should have been refunded immediately, and need my Afterpay account to reflect the ***** Club charge as cancelled and therefore no longer owed.

  

  Business Response

  Date: 06/04/2025

  Thank you for getting in touch with Afterpay regarding the customer's order with ***** Club. 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 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 ***** Club to void their order was not received, delaying the refund process. On 6/3/2025, 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
  

• Initial Complaint

  Date:06/03/2025

  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.

  This is a complaint that involves ******** companies. On May 30, 2025 I received an email from a company called AfterPay. The email advised Welcome to Afterpay. I brushed it off as Spam. However, I received another email May 30, 2025 advising my loan is confirmed with Afterpay providing an order number #************ and key finance details such as monthly installment amount $50.28 and an Outstanding balance of $603.47. At this point I was disturbed. I received 3 additional emails. One from ****** on May 30, 2025 and 2 from Stubhub displaying order # ********* and #*********. The Klarna email advised of a charge of $148.99 merchant order reference PM258798197_********* , 6DR9LX0B and what made me think this was finally real is it showed a card that paid with the last 4 digits matching a card I held. When I contacted my bank I was able to see the charge. I filed a dispute immediately and the card was closed for fraudlent activity. I contacted the company ****** and asked them to cancel the orders prior to the event. They gave me this dispute number PM258798197_********* but the charge is still on my account. Later this day I received a payment scheduled regarding additional charges to be taken in the amount of $148.99 scheduled to occur 06/13, 06/27, 07/11. I never created a Klarna or Afterpay account. When I accessed the Stubhub account it showed I never used it as well prior to this event. I would like to have any accounts with Klarna, Stubhug and Afterpay disabled and any charges refunded or dropped. I live in N.J. and not ******* where this event occurred.

  

  Business Response

  Date: 06/05/2025

  Thank you for contacting Afterpay regarding the customer's concerns about the unrecognized use of their card. Our Customer Experience team has reached out to the customer to address their concerns.
  
  Afterpay empathizes with the customers situation and acknowledges that unrecognized activity of any sort is alarming and violating. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or unrecognized activity.
  
  An email has been sent to the customer with information to assist them regarding their concerns about unrecognized activity. We invite the customer to review the information provided and reach out to our team if they have any questions.
  
  Sincerely,
  The Afterpay Team
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23413540
  
  I am rejecting this response because, I have not heard back from afterpay after my recent response nor has any action been taken. I have yet to communicate with someone via email or phone to provide the details needed for them to properly investigate. If that is the case, how can Afterpay just close the complaint without doing anything to review this? Can you have them please provide any request to my ******************* account. 

  As I have never registered for an Afterpay account, and this is a Fraud situation, I want this thoroughly researched.

   

  Sincerely, 

  **** *****

  

  Business Response

  Date: 06/09/2025

  Thank you for getting in touch with Afterpay regarding the customers follow-up concerns. 
  
  ********************** can confirm that our team contacted the customer on 6/5/2025 regarding their concerns. A follow-up has been provided to the customer to further assist them.
  
  We will continue to remain in contact with the customer to provide them with support. 
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23413540
  
  I am rejecting this response because:. Saying you will contact me at some point in the future to review does not mean you have done anything at all. Has there been an investigation, has there been any information presented from said investigation?? Nothing has been done at all.. please note I have filed with the attorney general of ** and have filed a notice of dispute certified mail to stub hub. I did not request any of this and will take every action possible to make sure this is investigated thoroughly.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit line with Afterpays and my limit was decreased to zero for no reason. Ive been attempting to contact them for over a week. Via email and chat and have received no reply whatsoever

  

  Business Response

  Date: 06/05/2025

  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 an installment 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 
  

• Initial Complaint

  Date:06/02/2025

  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.

  The Afterpay app is not user friendly at all. It makes for a terrible customer experience. I was trying to pay off my one due payment and instead I was charged for the remainder of the order. I contacted afterpay to see about getting a refund and of course the response was that nothing could be done in that case. The other very troublesome part for me is that despite me making that early payoff, my available balance was brought down from over $900 to only $400 limit. What is the point of using an app that most definitely penalizes you instead of rewarding you for proper use of the service. I think there needs to be some consideration about how to make using the platform easier and more worthwhile.

  

  Business Response

  Date: 06/04/2025

  Thank you for contacting Afterpay regarding the customers concerns about ******************************************** and their account. Our Customer Experience team has reached out to the customer to address their feedback and concerns.
  
  Regarding Afterpays services 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. When a purchase is made at Afterpay, the customers installments are processed automatically by Afterpay on the due dates as outlined on the payment schedule. Customers can also pay their installments manually by paying one installment at a time or by using Afterpays bundled payment feature to pay the total owing balance on their account or a custom amount of their choice. If a payment is made after the scheduled installment due date, the payment is marked as late and this impacts the Spend Limit on the associated Afterpay account.
  
  Upon review, Afterpays records confirm that the customers account reflects a late payment. While a late payment affects the Spend Limit on an Afterpay account, the impacts are only temporary. As customers continue to pay their installments on time, it will positively impact their repayment history and the Spend Limit on their Afterpay account will be reassessed based on these on-time payments.
  
  An email has been sent to the customer with specific details about their payments and any changes to their account. We appreciate the opportunity to provide clarity on this matter.
  
  Sincerely,
  The Afterpay Team
  

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:06/01/2025

  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 used afterpay to make a purchase at *******. i have not recieved the order, sephora is unwilling to help with this. i disputed it through afterpay and they denied my request. im out over $1000+ on this.

  

  Business Response

  Date: 06/02/2025

  Thank you for getting in touch with Afterpay regarding the customers order discrepancy with *******. Our customer experience team has reached out to the customer to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. 
  
  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. Since each courier has a different process, it is important the customer contacts them and ******* for further instructions.
  
  Afterpay understands that order discrepancies can occur. When they do, Afterpay recommends that customers contact the merchant to remedy the situation following the merchants policies. Contacting the merchant directly is typically the quickest resolution method. 
   
  Afterpay understands this may not be the outcome the customer was looking for. ********************** hopes they can resolve this matter with Sephora for a successful outcome.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:05/31/2025

  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.

  May 2 , 2025 i had made a purchase using my Afterpay for online site *************** the 6th of May I reach out via phone and email because my orders was still sitting in processing and when i placed both order says shipping 3-5 business days . None of the phone number listed non working. So that raised a concern for me, so I contact Afterpay support on May 7th with my concern and it was suggested i can open up a dispute meanwhile my orders still sat in processing on May 8th I received a email saying my wigs are being customize and ***** offer a different wig 16 Yaky straight and I said cancel my orders no response the dispute was already placed and this is the reason why ***** was trying to bargain with me. Afterpay responded to my dispute then contacted the merchant the said they will refund for two wigs and indicated the 14 ***** **** wig was still being customize and there is a split shipment the 16loose waves everything wig with a bang was ************ May 14th 2025 but was delivered on May 17th ***** My account is suspended due to I am not paying for something i did not get (3 wig,) 2 suppose to be refunded but only one and Afterpay can see the same dispute report and i also share email and the keep replying their not responsible for stolen/not receive goods contact the police get a report contact the carrier ! Not responding to my inquire just ignoring what transpire.Upload is the one I receive on May 17, 2025 from a neighbor the mail carrier left package expose but that can not be explain because both company and their auto-reply

  

  Business Response

  Date: 06/04/2025

  Thank you for getting in touch with Afterpay regarding the customers  order discrepancy with ********************* Our customer experience team has reached out to the customer  to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. 
  
  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. Since each courier has a different process, it is important the customer contacts them and ******************** for further instructions.
  
  Afterpay understands that order discrepancies can occur. When they do, Afterpay recommends that customers contact the merchant to remedy the situation following the merchants policies. Contacting the merchant directly is typically the quickest resolution method. 
   
  Afterpay understands this may not be the outcome the customer was looking for. ********************** hopes they can resolve this matter with ******************** for a successful outcome.
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:05/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One 5/26 I had two orders from ********** on my account. The first one order number ************ for the amount of $173.49. The items Listed are 3 items. 1. ******** 2025 tablet 2. A book called A Word In Your Ear 3. A book called the art of War. The total for this order per Amazon is $111.06. I received those three items 5/28 The second order on my account for same day is for $153.88. For 3 items are 1. ******** 2025 tablespoons (same as the one in the first order) 2. a book The Art of War (same as first order) 3. Pharri 10. 1 tablet case. That order was cancelled. The billing is incorrect on the first order and I want a refund for the payment made for the second order.

  

  Business Response

  Date: 06/03/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their orders with ******. Our Customer Experience team has reached out to the customer to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. Once the merchants refund to Afterpay is received, it will be processed to the designated order and applied to the orders installments starting from the last installment and working backward.
  
  In reviewing the customers account, ********************** can confirm that the customer placed two orders with ****** on 5/26/2025. Afterpays records reflect that the merchant, ******, processed refunds towards the customers Amazon orders on 6/2/2025. An email has been sent to the customer with additional information about these orders.
  
  Sincerely,
  The Afterpay Team