If you haven't received your goods, we recommend you always reach out to the merchant /seller first to find out what has happened and request tracking information. Always allow up to 7 calendar days for the merchant to respond to your enquiry.
If it has been more than 7 calendar days since the date you have placed your order and you have tried reaching out to the merchant but have received no response, you can consider raising a dispute from your app.
How to raise a dispute from your mobile app
- Log onto App make sure you have the latest version
- Go to My Afterpay
- Go to Orders
- Then click all orders
- Find the order that has not been received
- Click the 'more button' top right hand side
- Choose goods not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.
- This will raise a query direct with the merchant - they will receive whatever you write so make sure it is clear!
How to cancel a dispute from your mobile app
If you have raised a dispute and then the goods are delivered or you get a refund from the store you can go in and notify us to cancel the dispute yourself via your app
- Go to My Afterpay
- Go to Orders
- Then click all orders
- Find the order that has not been received
- Click on the dispute view details link (banner top of the page)
- You can review the update and click on the button 'cancel this dispute'
How to raise a dispute from your Afterpay account
Goods not received
- Log onto your online Afterpay Account (not mobile app)
- Find the order that has not been received
- Click Get Help
- Click on the Goods not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.
- This will raise a query direct with the merchant - they will receive whatever you write so make sure it is clear!
Refund not received
- Log onto your online Afterpay Account (not mobile app)
- Find the order that you need to dispute
- Click Get Help
- Click on Refund not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant and possible tracking information you received when returning your order.
Note: Once a full dispute has been raised, you will not be able to raise a second dispute for the same order.
What happens next?
- The merchant will review the case and respond to you with an update /outcome. You will see an update on the order on your online account.
What do you need to do in the meantime?
- Go to Orders
- Then click all orders
- Find the order that has not been received
- Click the 'more button' top right hand side of the dispute
- Click return / refund button - let us know that you are expecting a refund - this will help you by moving out the next payment due date to allow some time for the dispute to be resolved.