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 / Clearpay over the phone? See .
Not satisfied with the outcome?
We are a registered member of Financial Dispute Resolution Service NZ, https://fdrs.org.nz. If you are not satisfied with the outcome of your complaint with Afterpay, you can contact the FDRS NZ for support and guidance.
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