When a refund is processed by the merchant, you will receive an email from us which will give you a breakdown of the refund. This email will detail the amount that has been refunded, and the adjustments that have been made to your payments as a result. Your refund will be applied starting with your final payment and working backwards to earlier payments.
If you are concerned that a refund has not been processed correctly, the first thing to check is that the amount that has been refunded in your Afterpay refund confirmation email matches the amount that has been refunded in the merchant’s refund confirmation email.
- If the amount is the same, we would recommend reaching out to the merchant, as Afterpay has correctly applied the refund amount that the merchant processed.
- If the amounts are different, get in touch with us so we can investigate what has happened. Please include a screenshot of the email from the merchant!
If payments were still owed on the order, your remaining payments have likely been adjusted or cancelled.
Let’s have a look at this example.
- Sam’s order total was $500.40. She returned an item that was to the value of $143.10.
- Sam still had two payments left on this order when the refund was processed.
- Her final payment had been cancelled, and the third instalment was reduced to $107.10 to reflect the refund.
- In this case, Sam will not be receiving a refund to her bank card, but the order has been correctly adjusted. If Sam had paid off the whole order, she would have received a refund of $143.10 back to her card.
The refund back to your card has been processed in instalments, not a lump sum.
When a refund to your card is owed, it is not refunded to you as a lump sum. The refund will be sent back to the card that was used to pay for the individual instalment. So the way that the order was paid for will be the way that it will be refunded, starting from your final payment and working backwards.
Let’s have a look at another example:
- In this case, John’s original order total was $57.27. John had paid off all of the repayments for this order, and a refund of $15 was processed by the merchant.
- John will receive a total refund back to his card of $15. His final payment of $14.31 has been refunded, and a separate amount of $0.69 has been refunded from his third instalment.
- Both of these amounts equal $15. The money will be returned within 10 business days to the card that John used to make each payment.
You were expecting a full refund, but the merchant has not refunded the full amount.
For example, your order value was $80, but the merchant only processed a refund of $70, leaving a difference of $10.
Often, this $10 amount could be a non refundable shipping fee that the merchant has charged, but it is best to reach out to the merchant to clarify why they have not refunded that $10 amount.