Help for Shoppers

  • I am a shopper how do I sign up?

    You do not need to register prior to making your first Afterpay purchase. 

    When you are making a purchase with one of our favourite stores found in the Shop Directory, simply choose Afterpay as your payment method at checkout. If it’s your first time using Afterpay, you will provide payment details as usual to complete your purchase. 

    Once your first order is approved, your Afterpay account is created. All you need to do is visit www.afterpay.com.au to set up a password, and you will be able to make more purchases using Afterpay by simply entering your log in details upon checkout.

  • How does Afterpay work?

    We offer simple instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every fortnight. Simply shop with one of our favourite stores found in the Shop Directory and choose Afterpay as your payment method at checkout. First-time customers provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy!

    After you check out, the goods will be shipped to you by the merchant. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically deduct the instalments from your debit or credit card every fortnight.

  • Who can use Afterpay?

    Afterpay is available to all people who: 

      Live in Australia;

      Are at least 18 years old;

      Are capable of entering into a legally binding contract;

      Have a valid and verifiable email address and mobile number; and

      Use an Australian credit or debit card to make the purchase. 

    We do not require you to fill out a credit application form!

  • Where can I use Afterpay?

    Afterpay is available at many leading online retailers across Australia. For a list of online stores, visit our Shop Directory. We are constantly adding new retailers to the list so keep checking our website. 

    If you would like to see Afterpay become available on your favourite online store, please send them an email to let them know how much you love using Afterpay!!

    You can also read Afterpay’s Privacy Policy here.

  • Is there a cost for using Afterpay?

    Afterpay does not charge a fee to consumers when purchasing. The only fees applied to consumers are late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Afterpay account to make your payment via a different method. 

    See more about late fees under “Using Afterpay” below.

  • Is Afterpay safe and secure?

    Yes, we understand how important security is so we ensure that your personal information is protected. Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to enhance cardholder data security and to ensure the safe handling and storage of sensitive customer credit card information and data. 

    This is the highest level of security in the payment industry. 

  • How do I Change Mobile Phone number?

    To change your mobile phone number please give us a quick call 1300 100 729 we are available 8am to 7.30pm Monday to Friday and 9-5pm Saturday.

  • Can I call Afterpay and speak to someone?

    Sure! You can call us on 1300 100 729.

    Our standard operating hours are 8.00am -7.30pm AEST Monday to Friday and 9am-5pm AEST Saturday.

    If you don't fancy talking or you are looking for help outside of our standard operating hours please complete a request for help 

  • What happens if my card is lost or stolen?

    If your card is lost or stolen, please add a new payment method before your next scheduled payment to ensure that you do not incur any late fees. To do this, please follow these steps: 

    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “My Account”
    2. Select “Billing”
    3. Select “Add Payment Method” and complete card details before clicking “Add Payment Method”
    4. Next to the new payment method, select “Make Default” to ensure that all future transactions are made using the new payment method

     If you do not have another payment method, please contact us immediately.

  • Adding a new card / removing the old one

    When you add a new card to your account and set it as the default, it is used as the default card for new orders only.

    Your old card will still be the default card for any orders placed with it, unless you make a "Pay Now" payment and select the new card as the default.

    If a payment for an order fails, we will try other cards on your account. Once all associated orders with a card are paid off, you can remove the old card from your account in the My Account / Billing section.

    When adding a new card please ensure that the card has been activated with the bank and that you have at least $5 available to spend.

  • How do I close my account?

    We’re sorry to see you leave Afterpay and hope you’ll reconsider! If you wish to close your account, please send a request

    It would be great if you would let us know why you wish to close your account and if there is anything we can help you with. 

    Please be aware that you will need to pay any outstanding amounts before you can close your account.

  • How do I change my email address?

    To change your email address please complete a shoppers request form.

     

  • Trouble Shooting: Clear the Cache or Browser History

    Chrome: Clear Browsing Data

    In Google Chrome, clearing the cache is done via the Clear browsing data area in Settings. From there, check Cached images and files (as well as anything else you want to remove) and then tap or click the Clear browsing data button.

    Without a keyboard, tap or click the Menu button (the icon with three stacked lines) followed by More tools and finally Clear browsing data....

    Tip: Choose the beginning of time from the Obliterate the following items from: option at the top of the Clear browsing data window to make sure you get everything.

    In Chrome's mobile browser, go to Settings and then Privacy. From there, choose Clear browsing data. In this menu, check Cached images and files and press the CLEAR DATA button. Don't forget to choose beginning of time from the Clear data from the option at the top.

    Internet Explorer: Delete Browsing History

    In Microsoft Internet Explorer, the browser that comes pre-installed on most Windows computers, clearing the cache is done from the Delete Browsing History area. From here, check Temporary Internet files and website files and then click or tap Delete.

    Like with other popular browsers, the fastest way to the Delete Browsing History settings is via the Ctrl+Shift+Del keyboard shortcut.

    Tip: Internet Explorer often refers to the cache as temporary internet files but they're one in the same.

    Firefox: Clear All History

    In Mozilla's Firefox browser, you clear the cache from the Clear All History area in the browser's Options. Once there, check Cache and then tap or click Clear Now.

    The Ctrl+Shift+Del keyboard shortcut is probably the fastest way to open this tool. It's also available from Firefox's Menu button (the three-lined "hamburger" button) via Options, then Privacy, and finally the clear your recent history link.

    Tip: Don't forget to choose Everything from the Time range to clear set of options, assuming that's the time frame you want to clear the cache over.

    Safari: Empty Caches

    In Apple's Safari browser, clearing the cache is done via the Develop menu. Just tap or click Develop and then Empty Caches.

    With a keyboard, clearing the cache in Safari is super easy with the Option-Command-E shortcut.

    Tip: If you don't see Develop on your Safari menu bar, enable it via Preferences, then Advanced, followed by selecting the Show Develop menu in menu bar option.

    Opera: Clear Browsing Data

    In Opera, clearing the cache is done via the Clear browsing data section that's part of Settings. Once open, check Cached images and files and then click or tap Clear browsing data.

    The fastest way to bring up the Clear browsing data window is via the Ctrl+Shift+Del keyboard shortcut.

    Without a keyboard, click or tap Menu, then More tools,and finally Clear browsing data.

    Tip: Be sure to choose the beginning of time option at the top so you're sure to erase everything!

    Edge: Clear Browsing Data

    In Microsoft's Edge browser, included in their newer versions of Windows, clearing the cache is done via the Clear browsing data menu. Once open, check Cached data and files and then tap or click Clear.

    The fastest way to the Clear browsing data menu is via the Ctrl+Shift+Del keyboard shortcut.

    Another option is via the More button (that little icon with three horizontal dots), followed by Settings and then the Choose what to clear button under the Clear browsing data heading.

    Tip: Tap or click Show more while in the Clear browsing data menu for additional items you can erase while clearing cached files and images.

    Vivaldi: Clear Browsing Data

    The Vivaldi browser is based on the Google Chrome browser and so clearing its cache is very similar.

    Like on Chrome, you clear the cache in Vivaldi via the Clear browsing data area. From there, check Cached images and files, choose the beginning of time from the top menu (if that's what you want to do), and then tap or click Clear browsing data.

    To get there, tap or click the Vivaldi button (the V logo icon) followed by Tools and finally Clear Private Data....

    Also like on Chrome, as well as most browsers, the Ctrl+Shift+Del keyboard shortcut brings up this menu too.

  • Why can I not log in to Afterpay?

    After you make your first purchase using Afterpay, you will need to create a password in order to access your account on the Afterpay website. This can be done by clicking the link on an email that we send you after making your first purchase, or by clicking “Forgot your Password?” when attempting to login on the Afterpay website. 

    If you are using a mobile device and are having issues logging in, try the following

      Make sure that you have a strong and stable internet connection (WiFi or mobile)

      Update your device with the most recent version of the OS and browser

      Close any existing browsers and restart

      If you have multiple tabs open, close them all and restart

      Do not use Private Browsing / incognito mode 

    IMPORTANT: Please ensure that you are using the correct email address to log in to Afterpay (i.e. the email address that you provided us when making your first purchase) if you are being asked for your mobile number, rather than a password you MUST be using a different email address to try and login than the one you used when you created your account with us.  If you have a different email address try that, if that fails it is possible you made a typo when you keyed in your email address so you may need to give us a call 1300 100 729 or complete a shoppers request form

  • My account has been disabled how do I log in to make a payment?

    If your account has been disabled, reset your password by selecting “Forgot your Password” on the log in page and an email will be sent to you. Follow the prompts and your account will become active once again. Please allow time for the email to be received and be sure to check your SPAM/JUNK mailbox in case it has gone into that folder.

    Be careful - if you do this too many times in a short period of time you will disable your account again.

  • I tried to reset on password but I am not getting the email instructions

    This could be due to a number of reasons, but please try the following: 

    • Make sure, if you have multiple email addresses, that you are using the email address you provided when you made your first Afterpay purchase. If you can’t remember which email address you used, try search your inboxes for the Order Confirmation you received from Afterpay or the Retailer
    • Check your junk mail
    • Contact Us
  • Waiting for my order to arrive

    If you are waiting for delivery of goods and it is taking longer than you expected or you have received your order with items missing/ damaged you need to get in touch with the store directly.

    Afterpay is not able to amend, adjust or change an order once it is approved - this must be handled directly with the store.  Have a look on the merchants website for details of contact information, alternatively contact information is provided to you in your order summary from Afterpay.  

    Please allow up to 48hrs for the store to respond to your enquiry.

  • Why haven't I received my goods yet?

    Unfortunately we do not have any influence over the delivery of your goods as this process is controlled by the merchants. Please contact the store where you purchased your goods from and ask for an expected delivery date/tracking information.

    If you are unable to get in touch with the retailer, please contact us and we can try help you.

  • Why is my order being declined?

    Our automated system considers a number of different factors. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more.

    Whilst we know it can be frustrating to not know exactly how much you can spend each time, our rules and approval process help Afterpay responsibly offer a completely free service to our customers.

    The good news is that each time you use Afterpay we are making a fresh decision, and over time you will be able to spend more so long as you continue to repay your instalments on time.

    Thanks for your understanding, and for choosing Afterpay.

    We greatly value and appreciate your support

  • How much can I spend with Afterpay?

    When determining which orders to approve, our automated system considers a number of different factors. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more.

    Whilst we know it can be frustrating to not know exactly how much you can spend each time, our rules and approval process help Afterpay responsibly offer a completely free service to our customers.

    The good news is that each time you use Afterpay we are making a fresh decision, and over time you will be able to spend more so long as you continue to repay your installments on time.

  • My items were 'Out of Stock'

    From time to time a merchant may get in touch to tell you that some/ all of the items you have ordered were not available due to stock exhaustion.

    In this situation they will contact you directly to advise and may offer you alternative items or a refund.

    In the instance of a refund being given, once the merchant processes the refund it will automatically drop through and be reflected on your Afterpay account. 

  • Goods not received /damaged goods

    If you are waiting for delivery of goods and it is taking longer than you expected or you have received your order with items missing/ damaged you need to get in touch with the store directly.

    Afterpay is not able to amend, adjust or change an order once it is approved - this must be handled directly with the store.  Have a look on the merchants website for details of contact information, alternatively contact information is provided to you in your order summary from Afterpay.  

    Please allow up to 48hrs for the store to respond to your enquiry.

  • Why am I still being charged when I have returned the goods?

    Before we can update your payment schedule, we need the retailer to receive your goods and notify us that the refund has been accepted.

    We work closely with all of our merchants to ensure that this happens as quickly as possible. If you are charged any amounts by Afterpay for a purchase that the retailer has agreed to refund, we will refund you the amount as soon as we are notified by the retailer. To find out the status of your return, please contact the retailer as decisions about returns are up to them.

    Once the refund is processed by the merchant - 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 backwards. It is all systems generated so nothing we can do to speed things up (sorry)

  • What if I want to return part of my order?

    Returns are subject to the retailer’s returns policy and all goods should be returned as usual. You should contact the retailer that provided you the goods to arrange the return and ensure the goods are sent back in a saleable condition. 

    When the retailer receives the goods and accepts the return, Afterpay will be notified by them and the refund will be applied. Please note that refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to this purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 5-7 days to refund the money to your card. 

    For example, let’s say you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250. Once we are notified by the retailer that the return has been approved, we will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50.

    Your new payment schedule would become 2 payments (instead of 4) of $100 & $50. If you had already made 2 payments of $100 each, a refund of $50 would be applied to your card and the remaining 2 payments would be cancelled. 

    You can log in to your Afterpay account at any time to view your updated payment schedule. 

    Please note, you will be liable for all payment amounts until Afterpay receives confirmation from the retailer that a return has been accepted.

  • What if I want to return my entire purchase?

    Returns are subject to the retailer’s returns policy and all goods should be returned as usual. You should contact the retailer that provided you the goods to arrange the return and ensure the goods are sent back in a saleable condition. 

    For details of the Merchants returns policy please visit the stores website or find their contact details on your order confirmation email from Afterpay.

    When the retailer receives the goods and accepts the return, Afterpay will be notified by them and all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by the retailer, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

    Please note, you will be liable for all payment amounts until Afterpay receives confirmation from the retailer that a return has been accepted.

  • Does paying early impact my account?

    We love it when you pay us, whether it is on your due date or before if you prefer. Paying us before your payment due date is a good way of controlling your spend and for you to be in control of what you pay/when.

    Alternatively if you don’t want the hassle of logging in to make a manual payment you can simply let our automated payment schedule take the funds on the agreed scheduled date.

    Whichever way you prefer we do not mind, it makes no difference we just love the word PAID!

  • When will my first payment be taken?

    Our system determines for each order placed, whether you will be required to make your first payment at the time of purchase.   This will be clearly communicated to you prior to you confirming your order.

    For all orders over $500 and any In-store orders, you will always be required to make your first payment at the time of purchase.

  • Why have I been charged a late fee?

    If you have not made the payment before the due date, and the automatic payment fails, you have until 11pm (AEDT in the summer months and AEST in the winter months) the following day to make payment. After 11pm the following day, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within 7 days (as stated in the Afterpay Terms). 

    We understand that there are certain extenuating circumstances which will not allow you to make payments on or before the scheduled date. If you believe you fall into this category contact us

  • Can I change my payment date?

    No, We are not able to change your payment schedule. When making a purchase, please look at your payment schedule closely so that you are aware of the due dates for each instalment.

    If you have funds available on your card on each due date, or if you manually make the payments before the due date, you will avoid any late fees! Please note that Afterpay's system will automatically attempt to process the payments for you so you don't need to do anything on the due date.

    You can make payments at any time by logging in to your Afterpay account and using the PAYNOW button.

  • Can I make a payment early?

    If you would like to make a payment before the scheduled date, please follow these steps: 
    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “Payment Schedule”
    2. Next to the payment that you would like to pay early, select “Pay Now”
    3. Choose the desired payment method and select “Submit Payment”

    If the payment is successful, the automatic payment will no longer be processed on the original scheduled date.

  • Are payments deducted automatically?

    Yes. If a payment has not been made by you on the Afterpay website before the scheduled payment date, Afterpay will automatically take payment from your default payment method on that date. The scheduled payment dates can be seen in the confirmation email sent to you after your order was approved, or by logging in to your Afterpay account at www.afterpay.com.au

    To avoid late fees, simply ensure that you have sufficient funds available on the credit or debit card used to ensure the scheduled payment is made successfully.

  • Where can I use Afterpay Instore?

    Afterpay is available in-store at selected retailers. For a list of retailers offering Afterpay in-store, visit the in-store category of our shop directory –  www.afterpay.com.au/category/in-store/

     

  • Which stores accept Afterpay Instore?

    Afterpay can be used in-store for details visit our shop directory

    Prepare for your shopping in advance! Get your Afterpay in-store barcode up to 12 hours before use, simply visit afterpayit.com.au to create your barcode

  • How does Afterpay Barcode Instore work?

    To use Afterpay in-store you need to first visit www.afterpayit.com.au to create a barcode.

    Enter the amount you expect to spend, provide your debit or credit card and you may be instantly approved. You’ll only pay the exact amount you actually spend in the store.

    Please note:

    • The barcode you generate expires if not used after 12 hours
    • You can only use the barcode once so if you are intending on shopping with Afterpay in-store in multiple stores you will need to create multiple barcodes
    • Once you have created a barcode you can see it in your Afterpay account
    • PLEASE NOTE Afterpay in-store is only available in select stores. For details of stores participating please visit our store directory and browse by category, select INSTORE from the drop down list

    Prepare for your shopping in advance! Get your Afterpay in-store barcode up to 12 hours before use, simply visit afterpayit.com.au to create your barcode

Help for Merchants

  • What e'commerce systems?

    We support:

    Shopify
    WooCommerce
    Neto
    Magento

    We will also be supporting Big Commerce later this year.

    Not using one of these and keen to partner up with us?  www.afterpay.com.au/for-merchants/ and click “Get Started Today”. Once you provide us with your details, a member of our team will contact you within 2 business days. 

  • I am a Merchant - How do I set up with Afterpay?

    We would love to hear more about you and your business.

    Please visit https://www.afterpay.com.au/for-merchants/ and click “Get Started Today”. Once you provide us with your details, a member of our team will contact you within 2 business days.

  • How do we get into your store directory?

    To have your store included in our shop directory please send an email direct to our marketing team: marketing@afterpay.com.au

    Shop directory assets specifications are:

    1. 270 x 270px campaign image
    2. Vector logo file
    3. A link to your homepage

    Please note:
    • If you do not have a design resource to resize an image in-house, then they can send us a large image and we will resize it for you. Same goes for the logo, if you do not have a vector then a large jpeg or png is fine
    • Afterpay will make all determinations about which merchants are displayed on the shop directory

  • Merchant - Why might an order fail?

    The most common reasons for an order failing to be approved by Afterpay is due to following:

    • the customer not having sufficient funds on their card
    • the customer not entering their card details correctly
  • Merchant - I tried to reset my password but I am not getting the email instructions

    This could be due to a number of reasons, but please try the following: 

    • Make sure, if you have multiple email addresses, that you are using the email address you provided to create user access to the Afterpay Merchant Portal. If you can’t remember which email address you used, try search your inboxes for login confirmation you received from Afterpay.
    • Check your junk mail
    • If you are stil having problems give us a call 1300 100 729 and our team will help you get connected
    • Contact Us
  • Merchant - Returns/ Refunds

    Afterpay will direct all inquiries from customers, regarding Return of goods, to you, the Retailer/Merchant.   For security purposes, Afterpay is unable to issue a refund to a customer on behalf of a Merchant.

    Afterpay will only process refunds following the instruction by a Merchant though the issue of a refund request via the Merchant Portal

    • Afterpay will determine how to apply the refund to the customer’s order and adjust the customers’ payment schedule accordingly to reflect the refund issued
    • Afterpay will process amounts back to the customer’s card in the instances where the customer has made payments to Afterpay already.
    • An email will be sent from Afterpay to the customer to confirm the refund has been processed and communicate the changes to the customer’s payment schedule.
    • Any refunds will be accounted for in the next settlement date. Refund amounts will be clearly identified as such in the detailed settlement information.
    • Afterpay Merchant fees are non-refundable in the event of a refund.
  • Merchant - Modifying an Order

    Once Afterpay has approved an order, the order details and order value cannot be changed.

    The Merchant is able to issue partial refunds if items are not in stock or cannot be fulfilled for any reason.   

    Afterpay does not support the addition of items to an order. 

    A customer will need to place a new and separate order for the new items or cancel the previous order and raise a new order for all the items if they wish to use Afterpay to pay for the new items in the same payment schedule.

  • Merchant - How do I cancel and Order?

    To cancel an order, the Merchant should issue a refund for the full value of the order through the Afterpay Merchant Portal. 

     

  • Merchant Settlement

    Settlement payments are triggered from the time the order is approved by Afterpay and are processed as per the following:

    Settlement payments will be made based on the settlement processing time agreed (typically the next business day).

    • An email is sent to the merchant account email address (if configured) summarising the total settlement payment amount to be paid. Emails are not sent if there are no amounts due to the Merchant.
    • Afterpay merchant fees are calculated and deducted from the amount to be paid to the Merchant at settlement.
    • Bank processing times vary and need to be taken into account by the Merchant for clearing.
  • Merchant - Download settlement information

    Detailed settlement information can be downloaded from the Afterpay Merchant Portal.  The data is provided in CSV format.  Log on to the Afterpay Merchant Portal and select the Settlement section.

    Select the ‘Export’ button to download settlement data for the chosen date.

    Select the ‘Settlement Export’ button to download settlement data for a range of dates.

     The following information is provided:

    • Settlement Date
    • Order Date and Time
    • Order Month and Order Year
    • Afterpay Order number
    • Merchant Order number
    • Order Amount
    • Settlement Amount
    • Afterpay Merchant Fee applicable to Order (excluding GST)
    • GST applicable on the Afterpay Merchant Fee
    • Total Afterpay Merchant Fee including GST
    • Net amount settled for Order
    • Type of transaction (order or refund)
  • Merchant - Tax Invoices

    Tax invoices can be generated and downloaded through the Afterpay Merchant Portal by doing the following:

    • Log on to the Afterpay Merchant Portal
    • Select the Settlement section
    • Select the Tax Invoice option

     

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