• Existing Merchants - Can I call you for help?

    Sure! You can call us:

    Australia  1300 621 603  available from 8am to 7.30pm AEST Monday to Friday and 9-5pm on Saturday 

    Please note:  We are closed on Good Friday and Christmas Day and may have reduced operating hours on other National Public Holidays.

  • 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 still 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 privacy 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 customer's 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.
    • Once a refund has been issued, Afterpay is not able to reverse or change this action.

    You must NEVER REFUND CASH to a customer in relation to any amounts paid by customers to Afterpay.

    Partial Refunds

    Any refund other than the full order amount is considered a partial refund.

    • Afterpay will automatically update the customer’s payment schedule by reducing the instalments or processing a refund back to customer’s card where required.
    • The refund is applied to the 4th instalment first, then the 3rd instalment and so on.

    Example: If the order value is $100 and the customer has paid 1 instalment of $25 then in case of a partial refund ($60 for this example) Afterpay will cancel the customer's 4th and 3rd instalments of $25, and reduce the 2nd instalment to $15.

    Full Refunds

    Any refund which is of full order amount is considered as a full refund.

    • Afterpay will automatically cancel the customer’s payment schedule so that the customer is no longer charged for the order.
    • If the customer has made any payments Afterpay will process a refund back to their card.

    For example: If the order value is $100 and the customer has paid 2 installments of $25 then in case of a full refund Afterpay would cancel the installment 3rd and 4th and process $50 refund (i.e. $25 X 2 instalments) back to customer’s card. 

    Issuing Refunds

    To issue a refund via the Merchant Portal,

    1. Login to the Merchant Portal
    2. Click on the Order that you wish to apply a Refund to
    3. View Order details and press the ISSUE REFUND button
    4. Enter the Refund Amount and your password
    5. Press ISSUE REFUND button
    6. The refund will be processed by Afterpay to the Customers’ order.
    7. The refund will be accounted for in Settlement at the next settlement date.

    Once a refund has been issued, Afterpay is not able to reverse or change this action.

    Note: You will be bound by the terms of your agreement with Afterpay as to how you deal with exchanges, returns and refunds.

  • 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 an Order?

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


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