When a merchant processes a refund, we’ll email you a breakdown of the refunded amount and any changes to your payments. We apply the refund to your final payment first, then work backwards through earlier payments.

First, compare the refunded amount in your Afterpay confirmation email with the amount in the merchant’s refund confirmation email.

• If the amounts match, contact the merchant. Afterpay has applied the amount the merchant refunded.

• If the amounts differ, contact us and include a screenshot of the merchant’s email so we can investigate.

Your remaining payments were adjusted or cancelled

If you still owe payments on the order, the refund may reduce or cancel them instead of returning money to your card.

For example:

• Sam’s order total was $500.40.

• Sam returned an item worth $143.10 with two payments remaining.

• The final payment was cancelled, and the third instalment was reduced to $107.10.

• No money was returned to the card because the refund was applied to the remaining payments. If the order had been paid in full, $143.10 would have been returned to the card.

Your card refund was split into instalments

We return each refunded amount to the card used for the corresponding instalment, starting with the final payment and working backwards. This means you may receive several refunds instead of one lump sum.

For example:

• John’s order total was $57.27 and had been paid in full.

• The merchant processed a $15 refund.

• Afterpay refunded the final payment of $14.31 and a separate $0.69 from the third instalment.

• Together, the two refunds equal $15. The money will be returned within 10 business days to the card used for each payment.

The merchant didn’t refund the full amount

For example, if your order was $80 and the merchant refunded $70, the remaining $10 may be a non-refundable shipping fee. Contact the merchant to confirm why it wasn’t refunded.