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Review fromKimberly H.
Date: 06/28/2022
1 starKimberly H.
Date: 06/28/2022
I ordered a pair of shoes from sketchers and used afterpay. I needed to return them and afterpay said that they refunded me $55, now this was April 29 2022. I have yet to see my refund. I have e-mailed them several times . Is this how they do business?
Afterpay, Inc.
Date: 07/20/2022
Thank you for getting in touch with us regarding your recent refund request. Our customer support team has been in contact with you to assist with your concerns. Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, you pay us back over four installments. When you initiate a return the merchant sends the funds back to your Afterpay account the refund is applied to your installments, starting with the last payment and working backward. In your case, a refund of $55 was issued by Sketchers to your Afterpay order on 04/29/22. At that time you owed three installments of $29 to Afterpay, so your refund was applied to your order. This canceled the third installment entirely and reduced the third to $4. At this time you no longer owe any additional payments to Afterpay for this purchase. Please reach out to our team at ***************************** if you have any additional questions or concerns. Sincerely, The Afterpay TeamReview fromAngela O
Date: 06/24/2022
1 starAngela O
Date: 06/24/2022
Aferpay is STEALING FROM ME!!! I don't think it's fair I have to give them a star to WARN OTHERS about them.Afterpay is charging me more than what they should for my purchase. I am being charged twice for the same purchase. I used Afterpay to take advantage of a buy one and get one free deal. Afterpay is charging me $511.80 when I should only pay $255.90 sale price. I have emailed afterpay and no response from them. RUN FROM THIS COMPANY!!!Afterpay, Inc.
Date: 07/13/2022
Thank you for getting in touch with us regarding your Westkiss purchase. Our customer experience team has reached out to you to address your concerns.?Afterpay is a budgeting service that is used to divide approved orders into four installments. Our Installment Agreement outlines that we will pay merchants for the cost of approved orders up front, and in turn, our customers pay us back over four installments to satisfy the amount that was paid upfront. The order total is based on the dollar amount provided by the merchant at the time of checkout.After reviewing your account and the order details, we can confirm that there is no additional charge for the free item included in your purchase. The item you purchased shows it was approved for less than the value of the original price. The second item on your purchase shows a total cost of $0.00. This brought your order total to $255.93.?If you have another purchase with the merchant outside of the Afterpay space, we encourage you to contact them for assistance. Afterpay does not have visibility into our merchants' inventories and shipping activities. Our team is also unable to make changes to existing orders or assist with returns.We hope the information provides clarity. If you have any questions or concerns, please reach out to our team.Sincerely,Afterpay TeamAfterpay, Inc.
Date: 07/14/2022
Thank you for getting in touch with us regarding your Westkiss purchase. Our customer experience team has reached out to you to address your concerns.?Afterpay is a budgeting service that is used to divide approved orders into four installments. Our Installment Agreement outlines that we will pay merchants for the cost of approved orders up front, and in turn, our customers pay us back over four installments to satisfy the amount that was paid upfront. The order total is based on the dollar amount provided by the merchant at the time of checkout.After reviewing your account and the order details, we can confirm that there is no additional charge for the free item included in your purchase. The item you purchased shows it was approved for less than the value of the original price. The second item on your purchase shows a total cost of $0.00. This brought your order total to $255.93.?If you have another purchase with the merchant outside of the Afterpay space, we encourage you to contact them for assistance. Afterpay does not have visibility into our merchants' inventories and shipping activities. Our team is also unable to make changes to existing orders or assist with returns.We hope the information provides clarity. If you have any questions or concerns, please reach out to our team.Sincerely,Afterpay TeamReview frommichaela s
Date: 06/22/2022
1 starmichaela s
Date: 06/22/2022
If youre here its because you made the mistake of using Afterpay. They have no buyers protection. If you return an item and the refund doesnt post on their end, you dont get your money back. If a merchant/retailer decides they dont want to refund you for a CANCELLED order. **** thats your loss. Ive emailed them asking what happens if a merchant doesnt respond to Afterpays nudge for a refund. Theyre only answer is theyre still working with the merchant and will get back to you asap. Which means that they cant dispute a charge and quickly find a work around for you. They have no solutions for things that should be an easy fix. I had to file a dispute with my bank to get my money back because its been almost two months that I havent received a refund for an order that was simply cancelled.Afterpay, Inc.
Date: 07/13/2022
Thank you for contacting us and sharing your feedback regarding your refund discrepancy with ************. Our customer support team has been in contact with you to properly address your concerns.?Afterpay is a budgeting service that is used to divide approved orders into four installments. According to the Afterpay Installment Agreement, we will pay merchants for the cost of approved orders upfront and in turn, our customers pay us back over four installments. Per the agreement, merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account.?Our partnered retailers take full ownership over their shipment, return and refund policies and the times associated with them. As this is all system-generated, we are unable to speed things **.?** the event that an order is canceled by the merchant, a refund notice from the retailer is sent to our system to void the order. This notice prompts our system to process the refund. Once the return is processed by the merchant and the refund is communicated by the merchant to Afterpay- it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backward.?In reviewing your account, we confirmed that the refund notice from the merchant to void your order was not received until 7/1/22. The refund has been applied to your order and adjusted accordingly. A refund for $386.45 has been issued back to your card on file.?We appreciate your patience while the merchant processed your refund and regret any inconvenience this may have caused.?Sincerely,Afterpay TeamReview fromElsa D.
Date: 06/21/2022
1 starElsa D.
Date: 06/21/2022
I had no issues until I had to process a return. Afterpay advised they processed return to my MC on 5/8/22 in which my bank has confirmed twice that there is no record or activity of return processed by After pay. I have my receipt of return to store and confirmation from the store they refunded after payment. They owe me a refund.Afterpay, Inc.
Date: 07/13/2022
We appreciate your feedback and regret the difficulty you are experiencing in obtaining your refund processed on May 5, 2022, for your Sunglass Hut purchase. Our customer service team has been in contact with you to address your concerns.Afterpay refunds are processed systematically. Once the funds are released, Afterpay no longer has access to those funds. Afterpay would never hold funds that are owed to consumers.In viewing your account, we can confirm that Sunglass Hut issued a refund back to your Afterpay account on 5/8/22. This automatically prompted our system to process a refund for $77.31 back to your card on file. Our finance team provided you with the following Acquirer Reference Number (ARN) so that you can provide these details to your bank to trace the refund transaction MASTERCARD $77.31- *********************** Our finance team reviewed the refunds associated with your Sunglass Hut order and confirmed our payment gateway successfully processed your refund to your card on file.We regret the difficulty you are experiencing in obtaining your refund. You have been provided with additional information to ensure that your refund is processed successfully by your bank. We invite you to reply if you have any further questions or concerns.Sincerely,Afterpay TeamReview fromSamira L
Date: 06/18/2022
1 starSamira L
Date: 06/18/2022
Everything is okay until you have to make a return or ask their customer service for anything. They do not have call in customer support so all conversations are held (sometimes weeks at a time) via an email. There are plenty of other pay in four services out there that are much better than Afterpay, to include PayPal pay in four option.Afterpay, Inc.
Date: 07/13/2022
Thank you for getting in touch with us regarding your refund discrepancy with your Buckle purchase. Our customer support team has been in contact with you to ensure your concerns are properly addressed.?Afterpay refunds are processed systematically, and in the event that an order is refunded with our partnered retailer, a refund notice from the retailer is sent to the Afterpay system to void the order. This notice prompts our system to process the refund.?In reviewing your account, we confirmed that the refund notice from the merchant to void your order was not received until 7/1/22, delaying the refund process. ???Once the refund was received by Afterpay and applied to your account, our system automatically processed a refund of $99.64 back to your card on file.?We appreciate your patience while waiting for the refund to process and regret any inconvenience this may have caused.?Sincerely,Afterpay TeamReview fromRowan S
Date: 06/15/2022
1 starRowan S
Date: 06/15/2022
Im not a customer but someone accidentally used my phone number on their account and Im getting messages about their overdue bills. **************** is near impossible to contact and they wont do anything unless I send them my phone ****. Which I will not do as I am not a customer and they are not entitled to my personal information. I highly recommend avoiding this company.Afterpay, Inc.
Date: 07/13/2022
Thank you for contacting us regarding the unrecognized verification codes you have been receiving from Afterpay. Our customer support team has been in contact with you to further address your concerns.?Your complaint mentions you are unaware of Afterpay. Our customer support team has advised you to check with anyone that is authorized or may have access to her phone, as in many instances it is a family member that has used your phone number to create an Afterpay account.If this is not the case, you will need to notify your mobile phone provider so that they can block any further unauthorized use of your number. We invite you to reply if you have any questions or concerns.?Sincerely,Afterpay TeamReview fromAshley C
Date: 06/14/2022
1 starAshley C
Date: 06/14/2022
First off- absolutely horrible customer service. No one responds to your tickets (NOT EXAGGERATING) and they shut off their phone number so you cant even call about your issues. I placed order #********* a few days ago and was charged twice for the first payment. I immediately contacted customer service with ticket #********* and they told me after two days that the matter would be escalated and someone would contact me with an update. The next person who contacted me clearly had not even read my ticket, as he only said that the charges on my card were for order #***********, and read to me the number of payments I had left. How is this any help??? All I was trying to do was get a refund for the double charge and it has been days of no help from their customer service. My order was originally meant to be $65.96 but due to the extra charge which i dont believe anyone will even resolve looking at the quality of their customer service, the new price is $82.45. Save your money and use PayPal or Klarma. These people are scammers.Afterpay, Inc.
Date: 07/13/2022
We appreciate your feedback regarding an Afterpay transaction that occurred on your bank card. Our customer experience analyst attempted to reach you to address your concerns. Afterpay conducts pre-authorization on the specified card as a security precaution, and/or to ensure that the approved order can be repaid. The amount will vary by the bank but will never be greater than the installment amount(s) due for the order. The pre-authorization is immediately voided or reversed by Afterpay. Only installments that are due as outlined in the respective payment schedule will post to your bank account. In some instances, we have seen that banks do not always process the pre-auth and void simultaneously as per our instructions. This means that the pending auth remains on hold for a period of time but is eventually released back to the bank account. This should not be the case, but it is beyond Afterpay's control as to how banks process the pre-auths and voids. We welcome you to reply back to us if you have any further questions or concerns. Sincerely,Afterpay Team
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