How do I make a complaint about Afterpay?
A: If you’d like to make a complaint, you can send us a message via the “Help” section of your Afterpay App, or submit a form here. Please provide us with as much detail as possible so we can start working on resolving the matter for you.
Our complaint process:
- Acknowledgement: We aim to acknowledge all complaints within 1 business day or as soon as reasonably practicable.
- Initial response: You’ll receive an initial response within 10 business days (unless your complaint has already been resolved).
- Resolution: We aim to resolve all complaints within 21 days.
- Delays: If we’re unable to resolve your complaint within 21 days, we’ll notify you of the reason for the delay and provide an expected timeframe that you can expect a resolution.
Additional documentation:
We may request additional documentation from you to assist in resolving your complaint with us.
Not satisfied with the outcome?
If you’re not satisfied with the outcome of our internal dispute resolution process, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA):
Email: info@afca.org.au
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
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