For none receipt of 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 days for the merchant to respond to your enquiry.
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?
- Log onto your online Afterpay Account (not mobile app)
- Find the order that has not been received
- Click get help
- Click on the report missing order
- 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!
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.