What should I do if my goods haven't arrived or have arrived damaged?
Any issues with the delivery of your order or condition of goods should be raised directly with the merchant. You can normally find a merchant’s contact details on their website. If the merchant has provided their contact details to Afterpay, this information can also be found on the order details page within your Afterpay App.
What if I want to return part of my order?
Returns are always subject to the individual merchant’s policy, which can typically be found on their website or by contacting them directly. If you make a return and the merchant processes a refund, it will automatically be reflected in your Payment Schedule — further details are below.
What happens to my payments when I refund an order?
In general, refunds are applied starting with your final payment and working backwards to earlier payments.
If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with.
The same principles apply if you’ve returned a portion of an order and received a partial refund. Let’s use the below example to show how this works.
Order #123456 totalled $100, and the first payment of $25 was made at the time of purchase.
Original Payment Schedule:
- Sat, Dec 24: $25
- Sat, Jan 07: $25
- Sat, Jan 21: $25
- Sat, Feb 04: $25
The order total was $100 & a refund of $80 was processed.
However, prior to the second payment being made, items totalling $80 were returned. After the $80 refund was processed, the second, third, and fourth payments were cancelled. Additionally, the first payment was retroactively adjusted to $20 and the $5 balance was refunded back to the original card the payment was made with.
Payment Schedule after the $80 refund is processed:
- Sat, Dec 24: $20, Refund back to card $5
- Sat, Jan 07: Cancelled
- Sat, Jan 21: Cancelled
- Sat, Feb 04: Cancelled
Why am I still being charged when I have returned the goods?
First things first – once you have returned your goods we need the merchant to accept the refund and let us know. They won’t refund Afterpay unless they are satisfied that the goods have been returned in a manner consistent with their returns and refunds policy. So we have to wait for this to happen before we can settle your account – otherwise Afterpay would be left carrying the cost of any disputed returns.
We work with all our amazing merchant and service providers to try and make sure this process happens as quickly as possible – because that’s good for you. But we can’t control this and so we have to wait for our merchants to go through their proper process.
That means our agreement with you – your short instalment plan – has to continue until we get final confirmation of a return or refund from your merchant and our systems process your refund in the amount agreed between you and the merchant.
And if you need help resolving a returns dispute with a merchant because you’re unable to resolve the dispute directly with them, please get in touch with us here and let us know what’s happening.