Most merchants have response timeframes that can normally be viewed on their website. We would recommend having a look at the merchants website and ensuring that you allow the specified timeframe for a response. It could take a couple of business days before the merchant responds to you! It is also important to note that some merchants may not respond over the weekend.
A lot of merchants also have different contact avenues that can be used too! When in doubt, check the merchants website to find alternate contact information.
I’ve tried to get in touch with them but I haven’t had a response:
If you have tried to reach out to the merchant and have allowed a reasonable time frame to receive a response but still haven’t heard back, there is something else that you can try!
You can raise a dispute via your Afterpay App, which will go directly to the merchant. You can only raise a dispute if your order is more than 7 days old, and if you have attempted to contact the merchant first.
If you would like to learn more about this option, click here.