How do I make a complaint about Afterpay?
A: If you’d like to make a complaint, you can send us a message via the “Support" section of your Afterpay App, or submit a form here. Please provide us with as much detail as possible so we can start working on resolving the matter for you.
Our complaint process:
Acknowledgement: We aim to acknowledge all complaints within 1 business day or as soon as reasonably practicable.
Initial response: You’ll receive an initial response within 10 business days (unless your complaint has already been resolved).
Resolution: We aim to resolve all complaints within 21 days.
Delays: If we’re unable to resolve your complaint within 21 days, we’ll notify you of the reason for the delay and provide an expected timeframe that you can expect a resolution.
Additional documentation:
We may request additional documentation from you to assist in resolving your complaint with us.
Prefer to talk to Afterpay over the phone? See .
Not satisfied with the outcome?
If you’re not satisfied with the outcome of our internal dispute resolution process, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA):
Email: [email protected]
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
USEFUL ARTICLES
Why am I still be charged for returned goods / goods not received yet