Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reviewed a set of head phones on Temu but did not order them, in exploring this "after pay" option, the screen displayed $6.67 of four payments every 2 weeks. This is without going to check out and consideration of tax and shipping cost. I did not proceed with the order but I have been charged for something I did not order or ever take possession of. These folks appear to me to be dishonest and will not refund what they have stolen from **** have various emails back and forth from several employees that at best are clueless as to what the one before them did in regard to this matter.Can you direct me to the next step(s) to resolve this?

  

  Business response

  02/06/2025

  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. Until Temu communicates that a refund should be issued with respect to an Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule. 
  
  For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************
  
  In reviewing the customer's account, ********************** can confirm no refund has been communicated by the merchant to Afterpay. Temu responded to the dispute raised by Afterpay on 01/16/2025 and provided evidence that the order was successful. We ask that the customer review this documentation and contact Temu with any questions or concerns regarding the order. 
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  02/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the metal platform bed with storage drawers in velvet from ******* on Feb ******. I used Afterpay to complete my transaction of a total $297.47. Shortly after I received a confirmation email from Afterpay of the debited amount of $74.37, a fourth of the total transaction, with order number ************. I have not received a confirmation from ******* for the order placed. Im not sure if their system was down but Ive attached the screenshot of the screen that Wayfairs website was stuck on, without yielding a confirmation. I am expecting a refund of $74.37. Afterpay is saying I must wait for the merchant but the merchant has no record of a confirmation number. There needs to be a better system in place where this is not a regular occurrence. It is frustrating and an inconvenience. In these times, no one has money to be squandered, especially as a current student.

  

  Business response

  02/05/2025

  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 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 2/4/2025, 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

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used Afterpay service to purchase gift on 12/31. Paid for express shipping but arrived a week late so returned product after shipper sent approval to return item. Advised Afterpay product was returned and provided proof. Created dispute as merchant was no longer responding and did not issue refund. Afterpay closed dispute with no response and no resolution.

  

  Business response

  02/07/2025

  Thank you for getting in touch with Afterpay regarding the customers order and refund request. Our Customer Experience team has emailed the customer using the email provided in their complaint to address their concerns.
  
  Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.
  
  The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************.
  
  Afterpays records reflect that the customer placed an order with the merchant, IVC GOTHIKA, on 12/31/2024. Upon receiving notification from the customer about the return associated with their order and their refund request, our team submitted a dispute with *** GOTHIKA on 1/25/2025 in an effort to help them resolve the customer's refund concerns.
  
  In reviewing the customer's account, ********************** confirms that the refund from the merchant was not received until 2/4/2025, delaying the refund process. The refund was processed to the customer's account on 2/4/2025 and applied to their associated IVC GOTHIKA order starting from the last installment and working backward.
  This information and additional details about the order have been provided to the customer via email.
  
  Sincerely,
  
  The Afterpay Team
  

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday Jan 30, 2025, i was trying to purchase from ******.. i used afterpay which they give a one time credit card to make the payment..in turnaround i make four payments back.. afterpay placed two credit at two different times. I couldnt use neither one of them.. ****** said found another payment.. payment decline..amount $95. And change.. i tried and couldnt do it.. i did not get the products and decided to cancelled the products.. today afterpay took out $29.43 out of my account to start payment plan.. i told them that i never took the products because it was a decline card.. afterpay said today that i am liable to pay for the $29.43 X 4.. i told them that i will pay the $51.00 which is already on payment plan from other orders of Temu.. afterpay said its my job to get the money back from ******.. i said what did you pay because i didnt have any products to buy.. i said i didnt owe anything to you for no products and even sent them pictures of cancelled items.. they claim that they never received it.. i sent it and it read delivered.. they didnt listen to so i not paying them for nothing.. i want my money of $29.43 refunded back from afterpay.. they got money out of my account without my authorization.. i want that money placed back in my account..i sent all information about this paperwork. I worked with them all day and sometimes they had bad customer service says oops.. i just asked for my refund and they asked to ahow cancel.. i sent a page from ****** and reads cancelled.. this company seems not to read what i am writing and never received any products from ******. They owe me my money back because i never confirm to get any amazon since 2024.. Its a crime to take peoples money without concent nor asked if i need any more help.. how can they pay ****** when all products are cancelled.. i am not paying for any items which i did not receive.. They need to be checked out and treating customers like this. they push into my bank account without authorization.

  

  Business response

  02/07/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to the customer on 2/04/2025 using the email address provided in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. 
  
  Afterpay customer support is available 7 days a week. Customers can submit a support ticket through our *********** at *************************************.
  
  Afterpay will continue to work with the customer until their issue is resolved. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  02/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  2/3/2025 Order total: $121.49 Amount charged: ***** I placed an order on Afterpay for a bag from 945industries.com.When it was time to enter the payment information, it prompted me to sign in on Afterpay. From there, my payment schedule was created, and the order was processed, or so it said on Afterpay. After waiting for a couple of hours, I realized that I havent gotten a confirmation email from the website that the order was placed on and the company has no record of my order even though Afterpay has charged me for it. Afterpay does not reply to emails requesting assistance so I was forced to seek outside help.

  

  Business response

  02/05/2025

  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 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 2/4/2025, 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

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for finish line through after pay for a total of $280.90 on 1/4/2025. I received the order and was dissatisfied with the products so I tried to return in store, was told I couldnt and mailed them back instead. Finish line updated my status and said that my return was completed and a return of $63.60 came through my afterpay on 1/21/2025 but no other amount came through. I reached out to finish line to be told they sent it through and to contact after pay. I did, they told me to give it time. So I waited. I reached back out five days later to get the same response along with an email confirmation of the return from finish line which I sent to afterpay via chat to just be told to wait up to 10 days. I waited 4 more days and reached back out on Friday 1/31 via phone to finish line to be told again that they processed the full refund and it was on afterpay, and they sent me another email confirming this which I once again sent to after pay. They contacted me back this evening saying that I need to reach back out to finish line. This is absolutely ridiculous, theres no one to actually talk to and responses take multiple days. I just want this transaction to be refunded and afterpay to correct this situation after having me wait almost two weeks for a resolution. Thank you.

  

  Business response

  02/04/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund concern with their Finish Line purchase. Our customer experience team has reached out to them to address their concerns.
  
  Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, Afterpay will pay merchants for the cost of approved orders upfront and in turn, the customer pays ********************** back over four installments. Merchants are responsible for issuing any refunds owed back to the designated Afterpay account (in accordance with their policies). 
  
  Until Finish Line issues a refund to the Afterpay order, our customer remains responsible for any outstanding installment(s) on that order and the system will continue to debit payments as outlined in the payment schedule.
  
  In reviewing the customer's account, ********************** can confirm that the refund has been processed to their order. On 2/03/2025, a refund was issued to the card on file. The funds will clear in 5-7 business days depending on their financial institution.
  
  Afterpay appreciates their patience while waiting for Finish Line to process the refund.
  
  Sincerely, 
  The Afterpay Team
  

  Customer response

  02/04/2025

  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

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received information that there were several attempts for unauthorized purchases in my account. I changed passwords and tried fixing it that way. There are no phone numbers to contact Afterpay and you leave messages on a chatbot and it states they will get back to you but they do not. I have tried closing the account as it has a 0 balance and I haven't made any purchases. It will not let me close the account. It would be nice to speak with a representative and resolve the issue of any fraudulent purchases that are trying to be made.

  Customer response

  02/03/2025

  Since my previous complaint is have received further emails that someone is trying to make unauthorized purchases of a gift card for ******. I then received email from Afterpay stating they want a copy of my drivers license or passport and my bank statements showing payment. I do not feel comfortable sending any of this information. I do not owe a balance and they won't close the account.  

  

  Business response

  02/06/2025

  Thank you for contacting Afterpay regarding the customers account concerns. Our Customer Experience team has reached out to the customer to address their concerns.
  
  We empathize with the customers situation and acknowledge that unauthorized activity of any sort is alarming. Afterpay takes these matters very seriously and we use security measures that comply with federal law to protect the personal information of our customers from unauthorized access. These measures include computer safeguards and secured files and buildings. For more information, please refer to our Privacy Policy which is accessible via this link - ***************************************************.
  
  Afterpay has been in contact with the customer to provide them with this information and with support regarding their account. We ask that the customer reply to our team for further assistance.
  
  Afterpay will continue to work with the customer to address their concerns.
  
  Sincerely,
  
  The Afterpay Team
  

  Customer response

  02/06/2025

   
  Complaint: 22889368
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business response

  02/10/2025

  Thank you for providing Afterpay with the customers feedback.
  
  **********************'s Customer Experience team has reached out to the customer on 2/7/2025 via email to further assist the customer regarding their account. 
  
  We will continue to remain in contact with the customer to ensure their concerns are addressed.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer response

  02/10/2025

   
  Complaint: 22889368
  
  I am rejecting this response because:

  They still have not deactivated/ closed the account!
  
  Sincerely,
  
  **** *****

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting for assistance with unfreezing my pre-existing account. I've taken the steps to remedy this issue to no avail. I've also used the chat functionality to rectify the issue but the chat proved to be unsuccessful. The balance is owed is minimal and need this to be resolved as I want to access the app.

  

  Business response

  02/04/2025

  Thank you for contacting Afterpay regarding the customers account. 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.
  
  If any Afterpay order goes unpaid as outlined in the payment schedule either by chargeback or delinquent payments, the account will become restricted. This prevents the ability to make new purchases until the outstanding payment(s) are resolved.
  
  In this case, Afterpay received a chargeback dispute from the customer for payments made to their ********************** account. This automatically prompted the account restriction. 
  
  This information and the steps needed to resolve the account restriction have been provided to the customer on 1/14/2025 and 2/4/2025. We invite them to contact us if they have any additional questions. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 01/28/25 I placed an order on Lululemon via Afterpay. In total the order cost $392.70. I used the pay in 4 option, which would be three payments of $98.18 and one payment of $98.16. On Lululemon my order shows once but according to Afterpay I have a duplicate of my order, it shows as two of the same orders. And I have been charged as such. I contacted Lululemon who said they would reach out to Afterpay and I contacted Afterpay who said they were waiting on Lululemon. I am being charged twice for the same order. According to the tracking I am to recieve my order tomorrow (which will be 02/01/25) and nothing has been fixed.

  

  Business response

  02/05/2025

  Thank you for getting in touch with Afterpay regarding the customers orders with ********* and their refund request. 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. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************.
  
  In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant must be sent to Afterpay to void the order. Once received, this will prompt the system to process the void towards the designated orders installments starting from the last installment and working backward.
  
  On 1/29/2025, Afterpay submitted disputes with lululemon in an effort to help them resolve the customers concerns about their orders. The disputes have been settled as of 2/4/2025 as the merchant, lululemon, communicated the refund notice to Afterpay to process a void to the customers account.
  
  ********************** has emailed the customer to provide them with this information and further details about their lululemon orders.
  
  We appreciate the opportunity to provide clarity on this matter.
  
  Sincerely,
  The Afterpay Team
  
  

  Customer response

  02/06/2025

  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,
  
  Grace Matter

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an account with after pay I had worked hard to get a spending limit of 1100$ while in march after pay allowed a 3rd party company to hack my info and stole money from me with several purchases that I never authorized I have been fighting with both companies since the bank requested a refund on my account and they only did a partial payment with this I lost my account and was over charged for this stolen items that I did not order I was told it would be restored and the spending limit would be considered back since this was not my fault that has not happened I was robbed and lied to this has been ongoing since 06/23 its illegal I paid the 29$ that I was told to pay and seconds after the call my account was closed and no response to assist me I have been violated and I am tired of saying it

  

  Business response

  02/06/2025

  Thank you for contacting Afterpay regarding the customers **********************  account. Our customer experience team has reached out to the customer to assist with their concerns.
  
  Afterpay promotes responsible spending and financial wellbeing through the use of our services. Afterpay aims to create a safe experience so customers are successful while utilizing our service to buy now and pay later. 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. 
  
  Afterpays records confirm that the customer's request for a refund was denied and ultimately their account remained unpaid. As part of Afterpays commitment to responsible spending, Afterpay has decided to decline further use of the service due to the length of time the customer's account remained delinquent due to non-payment.
  
  Afterpay appreciates the opportunity to address the customers concerns in accordance with *********************** policies and procedures. 
  
  Sincerely,
  The Afterpay Team
  

*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. ↩