Raise a dispute for an order that hasn't arrived
Contact the retailer first to ask about your order. Request tracking information if you do not already have it. Allow up to 7 calendar days for the retailer to respond.
If more than 7 calendar days have passed since you placed your order and you have contacted the retailer but have not received a response, you can raise a dispute in the Afterpay app or on the Afterpay website.
Before you raise a dispute
You can only raise one dispute per order.
You have 120 days from the purchase date to open a dispute.
Some retailers, including BHN and Prezzee for gift cards, require you to contact them directly for help. You cannot raise an Afterpay dispute for these orders.
You can find the retailer’s contact information in your order details.
Your dispute message goes directly to the retailer. Provide clear, accurate information and include:
Screenshots of messages or emails with the retailer.
Tracking information showing non-delivery.
The expected delivery date from your order confirmation.
Raise a dispute in app
In the Afterpay app, select My Afterpay > Orders > Active Orders.
Select the order that has not arrived.
Select the more options button (three dots).
Select Goods not received.
Follow the prompts to provide the required information and supporting documents.
Raise a dispute on the website
Log in to your account on the Afterpay website.
Select the order that has not arrived.
Select Get Help > Goods not received.
Follow the prompts to provide the required information and supporting documents.
What happens after you raise a dispute
The retailer receives your dispute and responds with an update or outcome. You can check for updates on the order in your online Afterpay account.
Afterpay also reviews disputes and may contact the retailer for a response. Reviews typically take 10–14 business days.
Payments during a dispute
Scheduled payments may continue while your dispute is under review. Keep making payments on the dates shown in your payment schedule to avoid late fees.
If you are expecting a refund
You can tell us that you are expecting a refund to move your next payment date while the dispute is being resolved.
Select Orders > all orders.
Select the disputed order.
Select the more button for the dispute.
Select return / refund.
Follow the prompts to let us know you are expecting a refund.
Check your payment schedule for any confirmed change. Continue paying on the dates shown.
Dispute outcomes
Resolved in your favor: We’ll refund the payments you made for the disputed order. Your available to spend amount is restored.
Resolved in the retailer’s favor: Payments continue as scheduled. You’ll receive an explanation.
More information needed: We may ask for additional evidence before making a decision.
View or cancel a dispute in the app
If your order arrives or the retailer refunds you, you can cancel the dispute in the Afterpay app.
In the Afterpay app, select My Afterpay > Orders > all orders.
Select the disputed order.
Select view details in the dispute banner.
Review the dispute update.
To cancel the dispute, select cancel this dispute.
When to contact support
Contact our support team if:
You cannot find the dispute option in the app.
Your 120-day dispute window is close to ending.
You need to provide more evidence after raising a dispute.