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:09/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought windshield replacement service from ********. I had appointment on 9/3/25 from 12 pm to 5 pm. The technician came after 5 pm and said my car is rusted so he cannot charge my windshield so he is cancelling the order. But later when I contacted Afterpay company, they said as ******** took 365 dollars from them I have to pay them all the money even though the service was not provided. Then I called Safelite They lied and said they sent me a check of refund on 9/6/25 but I never got the check from Safelite, because that was a lie by ********. This Safelite and Afterpay company are goons both of them work together when customers want to buy **************** withusong afterpay, After pay robs the money from customer and Safelite technician comes and says I'll not fix windshield as the car has rusted. Then Afterpay harass the customers for money. But as they gave money to ******** they should get it from them .when I called safelite they said to me they don't know how Afterpay works and when I'm calling afterpay they say they don't know how safelite works. These two goons are doing business cheating customers. I want the resolution in this. I don't want to be harassed by afterpay and I want safelite give the refund back. And I want my payment which I gave to afterpay back to me as I didn't get no service from neither parties and I want these goons lose their cheating license

  

  Business Response

  Date: 09/18/2025

  Thank you for contacting Afterpay regarding the customers concern with their Safelite 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 the customer using the email in their complaint. We ask that they reply for further assistance. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:09/15/2025

  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 September 11th, 2025, three charges came into my debit card from Afterpay. A company that I have never used in my life, nor does my email exist with them. The total is about $250.00 I made an attempt to contact the company. They told me they can not reverse the transactions, provide any information on how it happened, and are not willing to even speak to my bank. This is theft, and this company is a bunch of thieves, covering up for other thieves.

  

  Business Response

  Date: 09/23/2025

  Thank you for contacting Afterpay regarding the customers concern regarding unauthorized transactions through Afterpay. Our customer experience team has reached out to the customer to assist with their concerns.
  ?
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming and violating. Our customer experience analyst has contacted the customer to confirm that they have raised the unauthorized activity to their financial institution.
  ?
  Afterpay has advised the customer to initiate a dispute for the unauthorized transactions with their bank. They will file a chargeback with Afterpay prompting our system to automatically investigate the payments in question. The ************** may provide them with a provisional credit until the chargeback has been resolved. This is a standard bank operating process with financial institutions. ???Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  ?
  Fraudulent activity is an unfortunate widespread issue that impacts all Institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity. 
  
  ?Our investigations team has provided the customer with some additional actions they can take going forward.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23885683
  
  I am rejecting this response because:

   

  This is the same response that you gave me when I initially raised this concern. 10 Days have passed and you are still regurgitating the same response. Are you going to provide an intelligent response with a course of action? Or just 

  "call your bank, not our problem" 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/24/2025

  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: 09/25/2025

   
  Complaint: 23885683
  
  I am rejecting this response because:

   

  We are approaching 11 days now, with "need more time" as your only response. I expect your next response to be an intelligent course of action. Or, I would like to know what you have done in the past 11 days to "investigate". Moving up the chain of command does not count. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/15/2025

  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.

  Afterpay allowed my account to be hacked and charges for merchandise to be charged to my debit card when I filled a dispute with my debit card company they denied any fraud even after I had contacted them on numerous occasions and told them about this.

  

  Business Response

  Date: 09/15/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning fraudulent purchases made on their Afterpay account. Our investigations team has been in contact with the customer to help address their concerns. 
  
  Afterpay empathizes with the customers  situation and acknowledges that fraudulent activity of any sort is alarming and violating. Fraudulent activity is an unfortunate widespread issue that impacts all institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  
  Please know that Afterpay takes these matters very seriously and works hard to secure customer's personal information as much as reasonably possible. The card information is automatically encrypted when entered into our system. This means that Afterpay cannot view, nor has access to full credit card details. For more information, please refer to our Privacy Policy. 
  
  Afterpay encourages the customer to report the matter to the police. Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  Our investigations team is reviewing the details of their account and the reported activity. Afterpay asks that they reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team
  
  

• Initial Complaint

  Date:09/14/2025

  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 September 11, I reached out to the company to inform them that I needed to change payment date for an order that I could not change it I also emailed them on the 12th and told them the same thing I was late two days paying for orders that I asked for a payment change on but now my credit line has been decreaaed from 2200 to 200 dollars.

  

  Business Response

  Date: 09/19/2025

  Thank you for getting in touch with Afterpay regarding the customers concerns. Our Customer Experience team has emailed the customer using the email address provided in their complaint to assist them regarding their concerns.
  
  When customers contact ********************** for assistance, they will be asked to verify some information to confirm that they are the rightful owner of the Afterpay account. ********************** will not be able to look into or discuss any account-specific information without verifying this and will only be able to answer general questions. 
  
  Afterpay has sent an email to the customer and requested that they provide additional information needed in order to investigate their complaint. 
  
  We will continue to remain in contact with the customer to assist them regarding their concerns.
  
  Sincerely,
  
  The Afterpay Team
  
  

• Initial Complaint

  Date:09/13/2025

  Type:Billing 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.

  Someone has opened up an Afterpay account using my email address. I have no way to call Afterpay to get this resolved. I need that account closed and that email blocked from using Afterpay. I have provided screenshots proving this. I want Afterpay to call me to tell me this has been taken care of.

  

  Business Response

  Date: 09/15/2025

  Thank you for contacting Afterpay regarding the customers recent experience concerning unauthorized activity. Our support team has been in contact with the customer to ensure their concerns are addressed.
  
  We empathize with the customers situation, as we acknowledge that fraudulent activity of any sort is alarming. Fraudulent activity is an unfortunate widespread issue that impacts all institutions. Our risk and security teams continue to enhance and add additional parameters within our system to mitigate suspicious or fraudulent activity.
  
  Afterpay encourages the customer to report the matter to the police. Filing a police report can also be helpful for further investigation. Afterpay fully complies with law enforcement and will provide any transaction information upon request.
  
  Our investigations team is reviewing the details provided and the reported activity. Afterpay asks that the customer reply to our team when they have a moment so we can provide them with further support. 
  
  Sincerely, 
  The Afterpay Team 
  

  Customer Answer

  Date: 09/18/2025

  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

  Date:09/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make a purchase on ****** on sept 12th. At first it went through, but then it said there was an issue with payment. So ****** had to manually process the payment. Fast forward, after ****** tried to do that, it didnt work an I ended up having to get the entire item credited due to two different Amazon agents lying to me but thats a difference story. On September 13th I attempted to make another purchase on DSW, well within the limits of my Afterpay balance. Every time I got declined. It appears that customer service does not care whatsoever, here is a quote from them after SEVERAL minutes of lack of response while I tried to ask the name of whom I was speaking to - Hi ******,Im sorry to hear about your experience, thank you for raising this complaint about your order not being approved.We have taken the time to review your account and the decision to decline your recent purchase attempt.This decline does not mean that you won't be able to shop with , we conduct an assessment for each transaction attempt, so you may try our service in the future.Our system looks at a lot of data to make decisions in real-time about whether to approve your purchases and we appreciate your understanding that we cant approve every ************** this time, to complete your transaction you will need to use an alternative payment method other than Afterpay.Thank you,In other words, they wont approve any of my purchases. Their customer service is nil, a they refuse the remedy the situation. Their only excuse is use an alternative payment other than Afterpay. Ok, so what is the point of having an Afterpay account with no purchases an a fully available balance if I cant ever use it? Point is, I highly suggest no one use this service as they are not very understanding a seem to have NO real compassion for their customers.

  

  Business Response

  Date: 09/19/2025

  Thank you for getting in touch with Afterpay regarding the customer's concerns about using **********************'s ********************. ********************** also appreciates the feedback received from the customer about their experience with *********************** customer service. Its feedback like theirs that helps Afterpay continually improve. Our Customer Experience team has emailed the customer using the email address provided in their complaint to assist with their concerns.
  
  Afterpay takes several factors into consideration when customers submit an order request for approval such as their "Spend Limit" and purchase history with Afterpay. Please note, customers have a pre-approved "Spend Limit" with Afterpay which is an estimated amount customers may be eligible for when submitting an order request. In addition to the customer's "Spend Limit" and purchase history for their Afterpay account, merchants also have limitations that are put into consideration for eligibility to complete an order with Afterpay's services. While order declines may occur, as Afterpay cannot guarantee 100% approval of all orders, Afterpay makes a fresh assessment of each new order attempt with Afterpays services.
  In reviewing the customers account, ********************** can confirm that the customers order request submitted on 9/13/2025 was reviewed and approved. The customers ********************** account reflects an order placed on 9/13/2025 and an email has been sent to the customer with further details.
  
  Sincerely,
  
  The Afterpay Team
  
  

• Initial Complaint

  Date:09/13/2025

  Type:Service or Repair 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 placed an order with Afterpay September 1st my first payment was processed but I never received the item I ordered and have requested a refund. But Afterpay is still trying to charge me for something that I have never received

  Customer Answer

  Date: 09/15/2025

  From: Beautiful Soul <*******************************>
  Sent: Monday, September 15, 2025 4:10 PM
  To: *** S <*******************************************************************>
  Subject: Re: Message from ************************

   

  Hello I am contacting you in regards to my complaint. As of today  9/15/25 I received the item and no longer have a complaint. I thank you kindly for all your help . 

• Initial Complaint

  Date:09/13/2025

  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.

  I was trying to make a purchase through Afterpay. The app was glitching but was able to make a card of $333.00 to make purchase through *******. Afterpay took my $83.00 down payment but my order didnt go through. Now they are stating that I used the whole amount on 6 food items that were not more than $20. Im trying to reach someone but Ive had no luck. I tried disputing the order but they are waiting on the merchant to confirm the order but there is no order to dispute because everything is currently in my cart, no order has been made.

  

  Business Response

  Date: 09/15/2025

  Thank you for getting in touch with Afterpay regarding the customer 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 9/11/2025, the customer filed a dispute with ******* through Afterpay. Any response or action provided by ******* will be communicated to them through the Afterpay order in their Afterpay account. Currently, the dispute is waiting for ******* to investigate and respond. 
  
  Afterpay 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:09/12/2025

  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.

  Summary:NOTE: THIS CASE IS A TECHNICAL ERROR ISSUE. Afterpay refused to properly process my dispute against *****. They misclassified my case as goods not received, ignored evidence, & told me I could be penalized if I file a bank dispute, leaving me with no remedy.Details:I financed multiple ***** orders under one Afterpay plan. When I filed a prior dispute, I was refunded $11.22. Instead of applying this refund only to the specific ***** order it belonged to, Afterpays system deducted it across all items in the plan. This error caused Sheins system to show that I had already been refunded for items I never disputed, so ******* system blocks me from returning these items.I submitted images to them proving:-The $11.22 refund was for a completely separate ***** order.-***** agents confused & not processing my return because their system, based on Afterpays refund allocation, treated my items as already refunded.-I was blocked any ability to return these items despite being within policy.Afterpay opened AND closed my dispute under the wrong category. I escalated by phone, but the *** admitted they just follow the merchants decision, even though ***** never reviewed my claim & only sent a generic PDF.The Afterpay *** also confirmed on record that if I file a bank dispute, they may restrict my account despite offering no legitimate dispute channel for technical errors, merchant-breach or refund-denial cases.Resolution Requested:-Full refund for this ***** order ($46.49).-Written clarification of Afterpays process for disputes where merchants block refunds due to technical errors.-Assurance my account will not be penalized if I pursue a bank dispute since Afterpay has failed to provide a remedy.Supporting Evidence Available:Screenshots showing ***** blocked my return & misapplied the $11.22 refund.PDF with correspondence.Transcript + written confirmation of Afterpay ***s misclassifying my dispute & threatening account restrictions.

  

  Business Response

  Date: 09/18/2025

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

  Customer Answer

  Date: 09/20/2025

   
  Complaint: 23877997
  Rebuttal to Afterpays Response:

  Afterpays response is not satisfactory. It is a canned policy statement that ignores the specific facts and evidence of my case, and it fails to address the misconduct of their own representative that I have been in contact with about this BBB filing via email. (I will include this ongoing email thread).

  The issue is not simply a matter between me and the merchant. The actual problem is a technical error in Afterpays dispute system, which misapplied a $11.22 refund across the wrong ***** order. This caused Sheins system to treat items I still possess as already refunded and permanently disabled my ability to return them.
  
  Key points of evidence (all attached):
  - Sheins system shows $0.00 refunded for the purple bag order. By ***** policy, they do not refund Quickship fees, so if ***** had processed the refund it would only have been $8.05, not $11.22. The $11.22 refund therefore came from Afterpays dispute processing, not *****.
  
  -Wallet credit history (Aug 1 - Sept 19, 2025) proving no ***** wallet credits exist for this order.
  
  -Screenshots of the blocked return buttons across the order, alongside proof that I physically still possess all items.
  
  -Email correspondence with Afterpays agent (********), where she falsely claimed a refund was issued to my ***** wallet. This is a fabrication. No such refund exists, as my attached wallet history PDF directly proves.
  
  This is not a misunderstanding; it is a refusal to address the documented facts. Afterpay has a duty under federal law (CFPBs May 2024 interpretive rule applying Reg Z to BNPL) and under Australian Consumer Law (as Afterpay is headquartered in *********) to protect consumers when a merchant blocks a lawful return. Directing me back to ***** does not release Afterpay from these obligations.
  
  Resolution requested remains unchanged:
  -Full refund of $46.49 for the affected ***** order, OR
  -Reinstatement of my return rights for this order so I can lawfully return the items for full refund.
  
  I request that Afterpay provide a substantive response addressing the evidence within 5 business days, not another boilerplate policy excerpt. This rebuttal and the supporting documentation will remain on file to show that Afterpay representatives misrepresented facts instead of resolving a clear technical error.

  

  Business Response

  Date: 09/23/2025

  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: 09/25/2025

   
  Complaint: 23877997
  
  This response is not satisfactory.

  
  Afterpay did not resolve my dispute; the merchant (*****) ultimately refunded me directly after weeks of escalation. Afterpay was not involved in fixing the issue whatsoever, not on their end now with the merchant.

  
  IMPORTANT NOTE: Afterpays representative repeatedly misrepresented and made blatantly fabricated statements on my case, claiming I had already been refunded or issued wallet credit. My full wallet-credit history (attached) proves no such credit existed.
  While the refund was still outstanding, Afterpay closed my ticket twice and told me to contact the merchant, contrary to its own dispute policy.
  Only after I documented these errors with screenshots, call transcripts, and a BBB filing did ***** manually process the $46.49 refund. Afterpay took no corrective action or really any action on their end.

  
  Therefore, Afterpays claim that matters have been addressed in line with our terms is inaccurate. The company failed to protect the consumer and falsified information during the complaint process.
  Resolution sought remains: acknowledgment of Afterpays mishandling and written assurance the company will amend its dispute procedures to prevent similar misallocation errors. Until then, I reject this response and request the complaint remain unresolved in BBB records.

  
  Supporting exhibits uploaded:
  Email thread with Afterpay agent (showing misstatements and blatant fabrications despite evidence provided the fully disproved these fabrications)
  Wallet-credit history PDF (Aug 1Sept 19, 2025) proving no credit was issued.
  ***** escalation message confirming Afterpay error

   

  ------------------- Note for record transparency -------------------
  
  Because Afterpay failed to meet its legal obligations and an Afterpay representative fabricated key facts, I will now:
  
  File formal complaints with the **** and FTC.  
  File with **** and report to the **** for potential breaches of Australian Consumer Law.  
  Alert Block senior leadership (******* *****, **** ******, **** ******, Amrita *****, ******* *********) so they are aware of the fabricated claims.  
  If Afterpay declines to address the misconduct and process failures documented here, I will escalate the issue to Block Investor Relations and major shareholders (********, *. **** Price, BlackRock, etc.) for governance oversight.
  
  
  

• Initial Complaint

  Date:09/12/2025

  Type:Billing 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.

  September 9, 2025 made purchase on **** Club through Afterpay app for the Amount $462.96 but **** Club declined 5 minutes after I placed the order. Afterpay service offers to pay the whole amount but i have to pay them back in 4 payments which they make you pay the first payment on the same day which was $115.74. **** club canceled the order but they didnt received any money. Now Afterpay has refunded me for the $462.96 or the $115.74 i already paid them. I want my money back and the credit back to my Afterpay account as well

  

  Business Response

  Date: 09/15/2025

  Thank you for getting in touch with Afterpay regarding the customers refund request with the merchant, **** Club. 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 09/15/2025, 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 **** Club 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 **** Club directly or wait for their response to the dispute. We hope they can resolve this matter with **** Club for a successful outcome.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23877897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ****

  Customer Answer

  Date: 09/18/2025

  They took 8 days to refund my Afterpay account since **** Club Canceled the order on the same day i placed it and now they are taking up to 10 days to refund me the first payment I had to make for the purchase

  

  Business Response

  Date: 09/18/2025

  Thank you for following up with Afterpay regarding the customers remaining concern. 
  
  ********************** 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 09/15/2025, 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 **** Club through the dispute raised will be communicated to them through the Afterpay order in their Afterpay account. 
  
  The customer has confirmed that they have been refunded.
  
  Sincerely, 
  The Afterpay Team
  

  Customer Answer

  Date: 09/19/2025

  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,
  
  ********* ****