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:06/11/2025

  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.

  On June 1, 2025, I received filler injections from Serenity Sculpt and *************, located at ***********************************. I paid $210 through Afterpay (Order #************).Within days of the procedure, I began experiencing hip pain, swelling, and inflammation. The symptoms worsened, and I ended up visiting two different hospitals in an attempt to find out what was wrong. At the second hospital ************************************* I was finally diagnosed with cellulitis, a serious bacterial skin infection. I was given antibiotics and medical instructions for follow-up care. Ive uploaded my ER discharge paperwork confirming this diagnosis.While some aftercare guidance was provided, I was not given any documentation about the product injected, including the brand, lot number, or ingredients. The individual administering the filler did not identify themselves as a licensed medical professional, nor was any medical certification presented.I contacted the business directly to request a refund, explaining the harm I experienced. I received no response. I then disputed the charge through Afterpay and explained the situation in detail, yet Afterpay still sided with the merchant.This is not about dissatisfaction this is a medical harm complaint. I believe the business may be performing medical procedures without a license, putting clients at risk.I am requesting a full refund of $210, the cancellation of all remaining Afterpay payments, and a formal review of this business for potential health violations and unlicensed practice. This is a serious public safety issue that must be addressed to prevent further harm.

  

  Business Response

  Date: 06/16/2025

  Thank you for contacting Afterpay and making us aware of the customers concerns regarding the merchant and their purchase. We regret to hear about the customers experience. Our customer experience team has reached out to the customer to properly address their concerns. 
  
  Afterpay has a dedicated team that performs due diligence on our partnered retailers to determine their business practices and the level of risk to our business and our customers. Our investigations team is reviewing the details of their account and the reported activity. 
  
  To ensure the concerns raised are addressed appropriately, Afterpay will continue to remain in contact with the customer.
  
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/17/2025

  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,
  
  ***** Rios *******

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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.

  5-22-2025 order ************ I paid ****** the actual total was ****** difference of ***** owed to me 5-06-2025 order ************ I paid ****** the actual total was ***** difference of 12.************* order ************ I paid ****** the actual total was ****** difference of ***** In total I am owed *****. I have emailed I do not know how many times, I have received multiple emails back about sending in docs which were attached to the website requests and also the emails. I can show all the emails stating either incorrect information from the so called customer service team and also when I called (after missing a phone call) I had the displeasure of speaking with one of your **** that repeatedly talked over me, would not listen, I really hope you listen to the recorded phone call. I advised I work 92 hours a week I cannot be called at all hours he spoke over me the whole time. I have never made a complaint before never though there was an issue but this is leaving a sour taste in my mouth. Especially if this has happened to me who else has this occurred to that is not aware? Again I have sent this documentation to your team over messenger, email and your website to no avail.

  

  Business Response

  Date: 06/13/2025

  Thank you for getting in touch regarding the customers payment discrepancy with **********************.  Our customer experience team has reached out to the customers to address their concerns
  
  When a purchase is made at Afterpay the customers installments are processed automatically by Afterpay on the due date as outlined on the payment schedule. However, customers now can choose a preferred payment day that allows them to line up their scheduled payments to the day of the week that suits them, so they can plan more effectively, making it easier to shop and manage their payments. Afterpay will automatically turn this on, then send the customer an email to notify them of the day that has been selected as their preferred payment day. Customers are able to turn this feature off at any time via the Afterpay app.
  
  In this customers case, it appears that the preferred payment date was automatically enabled at checkout to help assist with their scheduled payments. It has since been removed and their payments have been adjusted by them to their benefit. We thank them for taking the time to share their feedback. Our teams are working diligently to address customer inquiries in a timely manner. We appreciate their patience.
  
  Our customer experience team has reached out to the customer using the email provided in their complaint to provide them with the necessary support. 
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:06/11/2025

  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.

  Afterpay sent me notice without definition of what for and how much or if money is to be received or charged. When I tried to call them for clarification I could not be helped. They could not or would not identify why I got this request. I do not have an account with them. The request was submitted by them to me at 0243 in the morning. I believe it is a scam, but without clarification I can not confirm.

  

  Business Response

  Date: 06/12/2025

  Thank you for contacting Afterpay regarding the customers concerns regarding a notice they received. At this time we can confirm that a complaint experience specialist reached out to the customer on 06/11/2025 using the email address provided in their complaint and requested that they provide us with additional information and a copy of what they received. We ask that they reply so our team can further investigate their concerns. 
  
  Afterpay will continue to work with the customer until their issue is resolved. 
  
  Sincerely,
  The Afterpay Team
  

• Initial Complaint

  Date:06/11/2025

  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.

  Having A Hard Time Getting In Touch With Afterpay No Response My Account Is Restricted Cants Use Them & Have Balances My Account Is Limited When I Have Available Balance

  

  Business Response

  Date: 06/13/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns about their account. Our Customer Experience team has reached out to the customer to assist them with their concerns.
  
  Please note, Afterpay may close, suspend, or limit access to the service until the proper review has been completed. Customers agree to provide any information or documentation reasonably requested by Afterpay to verify their identity in connection with their Afterpay account or any use of ********************************************.
  
  An email has been sent to the customer to provide them with these details and to request for further information needed to address their account concerns. The customer will need to reply with the requested information in order for our team to provide them with the necessary support.
  
  Afterpay will continue to be in contact with the customer to provide them with assistance regarding their account.
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23454347
  
  I am rejecting this response because: I Sent In What They Needed & My Account Is Still Froze I've Reached Out Multiple Times Still No Reply 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 06/20/2025

  Thank you for providing Afterpay with the customers feedback.
  
  ********************** has reached out to the customer to provide them with further support regarding their account. Our team is in contact with the customer and will continue to assist them to address their account concerns. We invite the customer to connect with our team if they have any further questions.
  
  Sincerely,
  
  The Afterpay Team
  
  
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  On April 29th, Afterpay sent an email telling me they were changing a preferred payment date so ALL my payments fell on a Tuesday. This was to "help my finances", however, it has actually caused more issues with my finances. Because of this preferred payment date being set, without my approval, I have lost all my pre-approved amounts to spend because the payments are a week after the first payment, rather than 2 weeks after first payment which is what it should have stayed. I didn't approve of them making changes to my account and I receive promotional emails from them constantly, so I was unaware of this email until I realized after a month they made the changes.After attempting to contact them on June 4th, I have no had any response other than it will take a couple days as they have high volumes. There are no contact numbers, only a ChatBot to speak to which then transfers to a live person, via chat. I have followed up several times, in which no response still.I have had excellent payment history all from the time I started with Afterpay until now, and because of this, I lost over $2000 in pre-approved to spend, not to mention all the overdraft fees because the payments were needing to be made before I even got paid, which I ALWAYS aligned with my, or my husbands, pay dates so I could ensure the payments were made on time or before the due date to keep my exceptional payment history. To this day, I still have not heard anything and it's been a week since I first contacted them to get this resolved. I now have overdue payments because I made purchases on 5/30-6/1, all of which SHOULD have been due on or after 6/13, but were due 6/10 instead (which is less than 2 weeks). They advertise that the payments are to be paid every 2 weeks, which changing my date to make it LESS than 2 weeks is false advertisement. I have now LOST all my pre-approved to spend, which I worked hard to increase by ensuring payments were made on time, or before dates. No response still.

  

  Business Response

  Date: 06/16/2025

  Thank you for getting in touch regarding the customers payment discrepancy with **********************.  Our customer experience team has reached out to the customers to address their concerns
  
  When a purchase is made at Afterpay the customers installments are processed automatically by Afterpay on the due date as outlined on the payment schedule. However, customers now can choose a preferred payment day that allows them to line up their scheduled payments to the day of the week that suits them, so they can plan more effectively, making it easier to shop and manage their payments. Afterpay will automatically turn this on, then send the customer an email to notify them of the day that has been selected as their preferred payment day. Customers are able to turn this feature off at any time via the Afterpay app.
  
  In this customers case, it appears that the preferred payment date was automatically enabled at checkout to help assist with their scheduled payments. It has since been removed and their payments have been adjusted by them to their benefit. We thank them for taking the time to share their feedback. Our teams are working diligently to address customer inquiries in a timely manner. We appreciate their patience.
  
  Our customer experience team has reached out to the customer using the email provided in their complaint to provide them with the necessary support. 
  
  Sincerely, 
  The Afterpay Team

• Initial Complaint

  Date:06/11/2025

  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 6/9 l purchased a $250 Royal Caribbean gift card from the Afterpay website to use for purchasing an excursion on an upcoming cruise. After purchasing the gift card, l received an email from Prezzee stating that l needed to register the gift card in order to use it, which l did. I then went to **************** (**) website and contacted them because the card did not work. After speaking to **************** CSR, l was told it was a corporate gift card and that l needed to send RC an email to have it approved which would take about 10days and the card could only be used to book NEW reservations. I contacted Afterpay and Prezee for a refund and neither have gotten back to me yet. Initially Afterpay stated that gift cards are non refundable until l stated that they were selling fraudulent cards. I think its fraudulent to sell corporate gift cards that a company has gotten at a discount or free and have the consumer go through additional steps in order to use it. There was no explanation on Afterpays website that l was purchasing a card that was being issued by a second party or that l could not use immediately. I would like Afterpay to cancel this transaction and refund my initial payment.

  

  Business Response

  Date: 06/12/2025

  Thank you for getting in touch with Afterpay regarding the customers gift card purchase with Prezzee. 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.
  
  Customers needing assistance with an existing Gift Card order, will need to contact Prezzee (our Gift Card provider) directly for any queries about the Gift Card specifically. For security purposes, Prezzee will not provide transactional history to Afterpay. For this, we encourage customers to connect with the Prezzee team directly to help expedite their request. 
  
  Customers can call them directly or contact them via their *********** ************************************************* or by emailing ***************************************************. *****************: The Prezzee Team are available between 9 AM 9 PM Eastern USA time (7 days a week)
  
  Customers can also track their order status, correct any mistakes with the email address and resend failed gift cards by heading to their tracker here ********************************.
  
  Please note, Gift Cards are non-refundable and cannot be canceled. Afterpay will not be able to assist with the request to cancel the card and will require the Prezzee team to further assist with Gift Card related concerns. 
  
  Afterpay appreciates their understanding and hope they are able to resolve their order with the merchant successfully.   
  
  Sincerely,
  The Afterpay Team
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23453481
  
  I am rejecting this response because. AFTERPAY should stand by what they allow their vendors to sell and assume responsibility for any and all consumer complaints. :
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/16/2025

  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: 06/18/2025

   
  Complaint: 23453481
  
  I am rejecting this response because:l feel that AFTERPAY is not honoring their agreement with its customers to provide honest service. I am in touch with Prezee and **** regarding this matter. Prezee also denies responsibility and **** has not yet responded. . 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/10/2025

  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 PURCHASED AN **** FROM ******* AND FOUND OUT THE **** WAS OUT OF STOCK 1 HOUR LATER DUE TOT THE SHIPPER UPDATING THE DELIVERY DATE. I QUICKLY CANCELED THE ORDER. AFTER PAY REFUNDED HALF OF WHAT I WAS CHARGED AND WHEN I REACHED OUT THEY REFUSED TO EXPLAIN WHY. I KEEP ASKING OVER AND OVER AND NONE OF THE REPS ARE EXPLAINING THIS. THIS IS OUTRAGEOUS! I WANT MY FULL REFUND.

  

  Business Response

  Date: 06/12/2025

  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 6/8/2025, 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 the customer continue to work with ******* directly or wait for their response to the dispute. We hope they can resolve this matter with ******* for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

• Initial Complaint

  Date:06/10/2025

  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 purchased an item from ******* in March 2024. Unfortunately, the product was faulty and beyond repair. I therefore contacted ******* and they agreed to refund. The purchase was made through Afterpay. Once Afterpay received the refund notification, I was refunded accordingly. Four refunds of ***** to three credit cards on file. However, the refund to card # **** which was tied to my checking account #**** had been closed by ***** Fargo, and susequently **************** rejected the refund as a "reversal-return" to the merchant. I informed Afterpay via their email contact, because you cannot reach them by phone, I initially reached out to Afterpay on June 6, 2025, thereof, and have been going back and forth with correspondence ever since. I also have contacted **************** four times, and each time they check the old account, and verify the same, a refund was not received, because the account was closed, and therfore was sent back to the merchant as a reversal. My latest email communication with Afterpay was yesterday, June 9, 2025, whereas I informed them that I would be submitting a complaint to BBB. Please help me to resolve.

  

  Business Response

  Date: 06/13/2025

  Thank you for getting in touch with Afterpay regarding the customer's refund discrepancy. Our customer experience team has been in contact with them to address their concerns.
  
  When a refund is communicated by the merchant to Afterpay, they are automatically applied to each installment, starting with the final installment, and working backward. Funds that are owed to our customers are automatically refunded to the card(s) on file, associated with each installment. On 05/14/2025, our records indicate that a refund was processed back to their payment method. Afterpay asks that they review the email sent to them on 06/13/2025 for additional details.
  
  In reviewing Afterpays bank transaction history in relation to the customer's payment method, ********************** is fully confident that the refunds were processed. As they have advised that the card/account is no longer active, the responsibility lies with them to get in touch with their financial institution to ask them to assign the funds to them. In this situation, the funds may be sitting in an unallocated funds account sometimes called a 'general ledger'. Alternatively, a check may be issued to them by their financial institution. This is a standard procedure with most financial institutions.
  
  Afterpay appreciates the opportunity to provide clarity on this matter.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and received email notfication on 6/13/2025, from Afterpay advising of next resolution steps. 

  Accordingly, I went to **************** in person, advising of Afterpay's position, and upon their review, **************** was able to resolve the issue.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/09/2025

  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.

  Afterpay in app order # ************ Email on account **************************** This is in regards to my **** order through Afterpay. My stuff on **** still hasnt shipped. **** isnt much helping. They only refunded a couple items in that order. Afterpay wont do nothing. Afterpay tells me cant do nothing because they only a payment provider or whatever. All Im asking is for the remainder of what I owe in my open **** order to be refunded and the down payment I made refunded back to my card. Thats not so hard. If I dont get resolution then my BBB claim will stay up and I may seek legal action.

  

  Business Response

  Date: 06/10/2025

  Thank you for getting in touch with Afterpay regarding the customers order with **** and refund request. Our Customer Experience team has emailed the customer using the email address provided in the 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.
  
  On 6/10/2025, Afterpay sent an email to the customer to provide them with information to assist them regarding their refund request. We invite the customer to reply to our team if they have any questions.
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23446672
  
  I am rejecting this response because:all they did was open up a dispute: I want my down payment refunded because Im not going to pay for something I didnt get. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/12/2025

  Thank you for providing us with the customers feedback regarding their refund concerns for their order with eBay.
  
  Afterpay has confirmed with the customer that the merchant, ****, has responsibility over delivering goods and issuing any refunds owed for an order. In an effort to further assist the customer regarding their refund concerns, ********************** submitted a dispute with the merchant on 6/12/2025. Any response or action provided by the merchant through the dispute raised will be communicated to the customer through the ********************** order in their Afterpay account. 
  
  ********************** also recommends that the customer follow up with the merchant, ***** to expedite their response to the dispute. We hope that the customer can resolve this matter with the merchant for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23446672
  
  I am rejecting this response because: I want my down payment back. I do not care if **** is responsible: they not doing nothing I aint wasting my time contacting them back. You suppose to stand by your users. What company doesnt stand by their users? You!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/08/2025

  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.

  The order in question (#***-5503153-8085004) was for a Famiware Nebula Plates and Bowls Set ($56.99) placed through ******. On May 26, 2025, ****** canceled the order and confirmed they never received payment.I provided Afterpay with documentation showing the cancellation and Amazons statement that no funds were collected. Despite this, Afterpay has not removed the charge from my account and continues to list it in my payment ***************** has declined further involvement since they did not process any funds. I am now seeking resolution from Afterpay.I am requesting that Afterpay:1.Remove the $56.99 charge from my payment plan 2.Correct my billing schedule Ive attached all supporting documentation.

  

  Business Response

  Date: 06/12/2025

  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 part of their order was not received, delaying the refund process. On 5/21/2025, a void of $62.56 was processed to their order, reducing their final installment. 
  
  Afterpay appreciates their patience while waiting for the refund to process. 
  
  Sincerely, 
  The Afterpay Team