If you haven't received your goods, we recommend you reach out to the merchant first to find out what has happened, and request tracking information if it hasn’t already been provided to you. Always allow up to 7 calendar days for the merchant to respond to your enquiry.
If it has been more than 7 days since the day you have tried contacting the merchant but have received no response, you can raise a dispute either from the Afterpay app or web portal.
Please note: Some merchants like Prezzee (gift cards), require you to contact the merchant directly should you need help, this means you won’t be able to raise a dispute with Afterpay. You can find the merchant's contact details on your order under ‘store contact details’ in the Afterpay app or under ‘Merchant Info’ via the web portal.
How to raise a dispute from the Afterpay app
- Open the Afterpay app and ensure it’s updated to the latest version.
- Go to My Afterpay
- Tap Orders, then select Active orders
- Locate the order that hasn’t arrived
- Tap the three dots in the top right corner
- Choose Goods not received
- Follow the steps provided
- Please include any communication you’ve had with the merchant and/or courier company by uploading any documents to support your claim
- Your message will be sent directly to the merchant, so please make sure the information you provide is clear and accurate.
How to raise a dispute from the Afterpay web portal
- Log in to your Afterpay account at Afterpay.com
- Click Orders
- Select the order, then click Get help
- Choose Goods not received
- Follow the prompts and provide as much detail as possible, including any messages or emails you’ve received from the merchant or courier.
This will send your query directly to the merchant, so please make sure the information you include is clear and complete. Please note, you can only raise one dispute per order.
To view or cancel a dispute from the Afterpay app or web portal
To check in on your dispute anytime either in the Afterpay app or web portal, just go to Orders and tap the order you’re disputing. At the top, you’ll see a banner with a View details button—tap that to see what’s happening with your dispute or to cancel it if you need to.