ComplaintsforAfterpay, Inc.

Consumer Finance Companies

Additional Complaint Information

Customer Complaint:

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

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Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/28/2024, I attempted to make a purchase from *** with Afterpay. There was an error message stating that something went wrong, so I tried again and got the same error. I then decided to make the purchase using my debit card instead which went through (total of $64.94) but I was also charged twice by Afterpay for the two failed attempts of the same purchase (4 payments of $16.24 x 2). I contacted Afterpay and they said to contact ***, contacted *** and they said that the Afterpay payments do not show up in their system and to contact Afterpay. I have already paid the 1st payment of $16.24 on each of the installments that Afterpay has charged me for and need both of those refunded, as well as cancelation of the upcoming installments. The order #s are: ************ * *************
Business response
05/31/2024
Thank you for getting in touch with Afterpay regarding Jenna D****** refund request with the merchant, ***. Our customer experience team has reached out to Jenna to address their concerns.

Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. Afterpay 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 customer’s payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************

On 05/31/2024, our customer experience team submitted a dispute with the merchant in an effort to help them resolve Jenna’s refund concerns. Any response or action provided by the merchant through the dispute raised will be communicated to Jenna through the Afterpay order in their Afterpay account.

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

Sincerely,
The Afterpay Team
Customer response
05/31/2024

Complaint: ********
I am rejecting this response because:
I had attached an e-mail to my complaint that came directly from the merchant (***********************) stating, "As we have discussed on the call, we have only charged you $64.94 on your oder number ********** and the mode of payment which you used was VISA and not AFTERPAY. I would suggest you to submit a dispute with AFTERPAY."

Sincerely,

Jenna D****
Business response
06/04/2024
Thank you for getting in touch with Afterpay regarding Jenna D****’ refund concern with their *** purchase. As a result of the dispute raised, *** confirmed with Afterpay on 06/03/2024 that the order was charged twice.

In reviewing Jenna’s account, Afterpay can confirm that the refund from *** has been processed to their order. On 06/03/2024, a refund for $64.94 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 the merchant to process the refund.

Sincerely,
The Afterpay Team
Customer response
06/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jenna D****
Initial Complaint
05/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I never had problem with Afterpay and I am very grateful but my income changed, due to this I wrote a few emails to Afterpay explaining and requesting a payment plan, they arrange one that I cant fulfill at this moment , I need to pay once a month and they require every two weeks, I have email numerous times and nothing, I am disable and living now only on SS , I am not saying I wont pay but I need a monthly payment if $100 , if they cant then I will be force to obtain legal representation
Business response
05/29/2024
Thank you for getting in touch with Afterpay regarding ******************************* Afterpay account. Our customer experience team has reached out to ****** to assist with their concerns.

Afterpay promotes responsible spending and financial well-being through the use of our services. Afterpay aims to create a safe experience so customers are successful while utilizing the 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.

Afterpay offers a variety of programs to customers who require additional assistance with their installment agreements. One of these programs is our payment arrangement often referred to as Hardship Program. When a customer is set up with a payment arrangement, they are provided with a repayment plan that will help them to get back on track.

Customers needing financial assistance, can contact Afterpay customer service through this link - ***********************************************************************************************************;

Afterpay is in contact with ****** to help provide additional information regarding their Afterpay account. They are invited to reply if they have any questions.

Sincerely,
The Afterpay team
Customer response
06/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
05/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 5-18/24 I went to place an Afterpay order for my groceries on ************ When I went to check out the first time, there was an error, so I created another single use card to pay for my order. When I looked at my bank account later, I noticed that 1/4 payments of $88.56 had been deducted twice. So, I logged into Afterpay and saw they had created two duplicate charges of the original purchase of $354.25 (total cost from ******* was actually $302.96 but there are hold charges and whatnot when using Afterpay) I contacted Afterpay to dispute. They looked at the wrong charge. I advised them of this and they had me contact ******* for proof that there was only one order received and no other pending orders for that amount. I did and provided the screenshots. Then they asked for my personal information. I provided it. Now, I am getting the run around where they keep referring to the original order, ignoring my proof in black and white and making up odd requests to basically waste my time. They have double charged me, and I want my money credited back to my account and the duplicate ******* order removed from what I owe.
Business response
05/28/2024
Thank you for getting in touch with Afterpay regarding Alyshia P******* order with MERCHANT. Our customer experience team has reached out to Alyshia to address their concerns.

Afterpay’s 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 Afterpay’s system to void the order. This notice then prompts the system to process the refund to the designated order.

In reviewing Alyshia’s account, Afterpay confirmed that the refund notice from the merchant to void their order was not received, delaying the refund process. On 5/25/2024, a refund of $354.25 was processed to their account, prompting the system to cancel their installments and refund their initial payment of $88.56. The funds should clear in 5-7 business days depending on their financial institution.

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

Sincerely,
The Afterpay Team
Initial Complaint
05/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Transaction Date: May 24, 2024 Amount: $77.40 I attempted to purchase a bed through the Wayfair Canada website, and decided to try the Afterpay option. The order appeared complete after Afterpay took my credit card information. The first installment of $77.40 appeared on my credit card. When i looked for the order on my Wayfair account, there wasn't one. I contacted *******, and they said that they never received payment from Afterpay. When I called Afterpay, the phoneline had a recorded message saying that they "closed their telephone lines to concentrate all their resources towards digital responses". I have filed two complaints to their online complaint portal, with no response. I have now contacted my credit card company to open a formal dispute. Afterpay is a scam. There is no customer service. A company should not have the right to the publics financial transactions without a proper level of customer support, and/or a human to be able to get on the phone.
Business response
05/28/2024
Thank you for getting in touch with Afterpay regarding ******************* order with Wayfair. Our customer experience team has reached out to ****** to address their concerns.

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 ******* account, ********************** confirmed that the refund notice from the merchant to void their order was not received, delaying the refund process. On 05/25/2024, a refund of $309.61 was processed to their account, prompting the system to cancel their installments and refund their initial payment of $77.40. The funds should clear in 5-7 business days depending on their financial institution.

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

Sincerely,
The Afterpay Team
Customer response
05/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made the purchase today on May 24th at 7 in the morning with afterpay after paying them I noticed dicks sporting goods never sent me a confirmation and once I looked in the afterpay app they took my money out and dicks never received my order
Business response
05/24/2024
Thank you for contacting Afterpay regarding ******************************* concern with their Dicks Sporting Goods order. Our customer experience team would like to provide them with the necessary support but have been unable to locate an account with the information provided in their complaint.

Our customer experience team has emailed ******** using the email in their complaint. We ask that they reply for further assistance.

Sincerely,
The Afterpay Team
Initial Complaint
05/23/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Yesterday I used my credit line in Afterpay of $800 to purchase an item from ******** They gave me my card and I paid $16 for the $60 item and had $786.18 credit left. I sent a message to customer support and sent screenshots that the virtual card they gave me kept declining in the ******* shopping cart. However, they already took the first payment for the order. No one responded, I sent a second message and no one responded. Opened an entirely new conversation and no one responded. Its now saying I owe $13.82 in 15 days, 30 days, and in 60 days. And, the remaining payments have been cancelled. I received no follow up as to why the card they gave me is not working. I am filing a complaint and a demand for answers, I will not hesitate to dispute this charge with my bank for the first payment of $16 because this is robbery. How can a company charge you then fail to deliver?
Business response
05/23/2024
Thank you for getting in touch with Afterpay regarding ****************** refund request with the merchant,*******. Our customer experience team has reached out to **** to address their concerns.

Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.

The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - *********************************************************************;

On , our customer experience team submitted a dispute with the merchant in an effort to help them resolve ***** refund concerns. Any response or action provided by the merchant through the dispute raised will be communicated to **** through the Afterpay order in their Afterpay account.

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

Sincerely,
The Afterpay Team
Initial Complaint
05/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After becoming a customer of **********************, I changed banks. The debit card they have on file for me is no longer valid. I updated my info on their website by adding my new debit card, but it would not allow me to remove my old one, stating that it could not be removed as it was the payment method on file. I have tried chatting with them, but there is a 3-5 hour wait until they respond, and then it is to tell me that they will have someone else respond. And, did you know that the phone number on file with you has been shut down? The recording states that they have moved to completely digital communications. My first payment with them is due on June 6th. They will try to take that payment from a closed bank account, and that will go on my credit report. Please, help.
Business response
05/23/2024
Thank you for contacting Afterpay regarding ***************** concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to ***** on 05/23/2024 to provide instructions on how to remove their card.

Afterpay will continue to work with ***** until their issue is resolved and ask that they respond to our team if they are still having trouble removing their card.

Sincerely,
The Afterpay Team
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I havent been able to use Afterpay plus in over a year. I attempted to use Afterpay at the same exact stores I previously used the services at but started getting a decline. When I reached out to customer service the reason I got a decline was for connectivity issues or they werent sure it may be the merchant. Yet the company still charged me $5.99 monthly. Most recently, I attempted again to cancel Afterpay plus but the cancellation button is no longer there.
Business response
05/24/2024
Thank you for contacting Afterpay regarding ************************* concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to ******* on 05/23/2024 to assist with their request. We ask that they reply with the requested information 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 ******* until their issue is resolved.

Sincerely,
The Afterpay Team
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March ********************************************************************************** August 2023 when I reviewed my account it was showing that I had $1200 credit on my account. I have paid all my purchasing agreements on time, so when I looked at my account early this year and did not see any credit limit at all I contacted After Pay to provide me with the amount I could make purchases with, and they have given me nothing but a run around. They asked for my email, name, last purchase and date of birth and I provided them with the information they requested, and they still refused to inform me of my credit limit. I would appreciate your assistance concerning this matter. I have a right to know what my credit limit is and if the information has changed After Pay should have notified me.
Business response
05/22/2024
Thank you for contacting Afterpay regarding ******************************* concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to ******** on 05/22/2024 to assist with their request.

Afterpay is a budgeting service, 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. ********* estimated available to spend has been provided to them. In addition, ******** can log into their Afterpay account at any time to see how much they are able to spend.

We ask that ******** reply to our team if they have additional questions or concerns.

Sincerely,
The Afterpay Team
Customer response
05/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
05/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Shopbop refuses to refund for missing package that they received a refund from *** Claims and back to me I placed an order with Shopbop in the Afterpay app and did not receive the package. They opened a claim with *** (the shipping carrier). My tracking number 1Z8FY3300373711040. *** has issued a claim to Shopbop since they are the sender and they opened the claim after I called in and let them know that I didn't receive the package. Shopbop (the merchant) is refusing to refund me. They are thieves and I would like my money back for order *********. I've contacted the *** as well as the Attorney General. This is absolute theft and I am extremely upset.I opened a dispute with Afterpay and through their generic script, told me they can't assist me. I told them to search the tracking number up and you will see under it that a "claim has been issued to sender." Shopbop will not help me or even respond to any of my emails.I told Afterpay I will be opening up a chargeback with my bank if I do not receive my money back, I do not have the package and I don't have my money back, so the merchant is a thief. How can they be refunded for a missing package and not refund me?My Afterpay order number is ************. Please refund me for this or else I will open up a chargeback dispute with my bank and I have enough information showing both Shopbop and Afterpay are wrong.
Business response
05/21/2024
Thank you for getting in touch with Afterpay regarding *************************** order discrepancy with Shopbop. Our customer experience team has reached out to **** to address their concerns.

Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. ********************** then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product.

The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customers payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - ****************************************************************

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 the merchant for further instructions.

Afterpay understands that order discrepancies can occur. When they do, Afterpay recommends 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 **** is looking for. We hope they can resolve this matter with the merchant for a successful outcome.

Sincerely,
The Afterpay Team
Customer response
05/22/2024

Complaint: 21732865

I am rejecting this response because:
the merchant received a refund and Afterpay continues reading from a script, so I will be filing the chargeback. They refuse to help.

Sincerely,

***************************

Business response
05/24/2024
Thanks for following up with Afterpay regarding ***************************** order discrepancy with Shopbop.

Until the merchant 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 Laras account, ********************** can confirm no refund has been communicated by the merchant to Afterpay. We ask that **** continue to work with Shopbop to help expedite their refund request.

Afterpay appreciates the opportunity to provide clarity on this matter.

Sincerely,
The Afterpay Team

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